24 Responses to “This is me, strangling Geek Squad”

1. # Boywhiz88 on February 13th, 2007 6:32 PM

   Hey man, a Geek Squad Goon here. Got your website via Cid's thread. I apologize for that Precinct's incompetence. At ours, we run through a couple of tests for the HDD and will re-install the OS as long as they get us the recovery disks. She should call 1-888-BEST-BUY and complain to them as it's poor customer service on their part.

2. # DjLizard on February 13th, 2007 8:51 PM

   Yeah, I knew there were some good ones out there that are wrongly enslaved under this corporation, so I hope nobody takes offense at this post. I'm just annoyed. I hope some of the better Agents find better jobs where their superiors will give them the time to shine.

   At my shop (where I am the senior tech of our small company) my bosses have allowed me to excel and shine in areas that most bench techs never find the time to study. I do all of the craziest fixes, but that's because I'm obsessed with nailing the problem and not grenading the system with a format/reinstall. I hope that you and other Agents like you are able to find a company that will allow you the time to really fix machines and go above and beyond for the customer.

3. # Former Digital Doctor on February 14th, 2007 12:01 PM

   I used to work with DJL and I have to say he is 100% right. The owners of the shop encourage their techs to find root cause as opposed to reinstall. They pride themselves on being thorough and making their customers happy.

   This can't be done in big corporations where you are forced to meet deadlines, hired with a lack of training (sometimes), and underpaid for what you do.

   Like DJL, I hope that the "good guys" at Geek Squad find a tech shop that treats them the way they should be treated instead of giving them the "you're replacable" attitude.

   -KW

4. # Tarun on February 14th, 2007 2:58 PM

   "I hope that you and other Agents like you are able to find a company that will allow you the time to really fix machines and go above and beyond for the customer."

   That definitely does not and will not happen at "Dok Klaus Computer Care". Numerous bad practices, installing Norton on customers machines. Literally trying to force Norton down the customer's throat. They just don't take the time to actually find out what the problem is. They simply format if it's anything remotely bad yet easily fixable and will complain about monitoring scans, etc.

   It's a shame there's no Digital Doctors around here. I sure wish there was.

5. # GodofLint on February 15th, 2007 11:04 AM

   Let me regal you in the tale of my Aunt, her computer, and Geek Squad.

   My aunt has a computer that I put together for her a few years ago. She lives in an area that is prone to lightning strikes, and as such has at lease one major appliance get fried on a yearly basis. On the hit-list this year was the telephone line which managed to hit the modem in her computer, but my uncle's rather expensive telephone management equipment that he left plugged in as well (I think it was a norstar RAD or something). The strike was enough to solder the phone cord in to the jacks of both devices. Thankfully the computer still booted, but the modem was obviously shot and she noticed her USB ports no longer working, along with some other general wonkiness.

   Did she call me to come sort things out? Of course not, she went marching off to Best Buy. So obviously when they saw the phone cord welded in to the modem the replaced that, and they threw a USB expansion card in to get her some ports back. Well that was fine and dandy, except it was ignoring the problem that the machine would only boot after you turned it on about three times in a row. So the very first time she plugs it in at home, the machine won't boot properly. Being $100 poorer at this point, she goes straight back to Best Buy and tells them it still isn't working. Their solution? Re-install Windows and not back up any data. Now an additional $200 poorer (they fooled her in to buying ANOTHER Windows license for the re-install AND a new video card), she plops the computer down only to have it continue to not boot properly.

   At this point, she is damn near ready to bust out the hunting weapons and partake in the deadliest game before she called for me to make the 4 hour drive to fix the thing. Ten minutes and a new motherboard later, the thing worked flawlessly. The incompetence of some of the people that they hire at these places is staggering to me. I would much rather people take the time to find a local shop who they are comfortable with and won't dick them over.

6. # Agent Carter on February 15th, 2007 11:47 PM

   I just wanted to make more clear that the format and restore pollicy is not GeekSquad pollicy. how we fix computers it left to the indaviduals in the stores. I know 2 of the stores in my area are bad about that and give service like what you discribed. but not all do I would say my store restores less than 5% of the software based issues ... and for the post to start this pollicy for the company is to run a real HDD scan like DFT or Seatools or what ever is right for the drive and if the drive is bad to replace and restore under the warrenty. if they did not do the restore then they were wrong ... please don't hold that agaist us all.

   on NAV and NIS ... we (my store) try to talk people out of anything Norton and in to some lesss all consuming protection,

   lastly I was wondering if you have had a change to test Dial a Fix on Vista and talk some about the use of it on the new OS ... toss me and email if you would be so kinda ... you tool saves me alot of time ... making it so we can fix rather than restore

7. # Simon Zerafa on February 19th, 2007 8:08 AM

   Hi,

   Well I have to say that "Format and Reinstall" is the last option here. I generally try to remove viruses and spyware and fix Windows installations which have gone wrong.

   In some cases this is not always possible and format and reinstall of the OS is the best option to ensure that the PC works again correctly and is secure.

   In every case we take several backups of the customers current OS using different backup tools including an image backup in case we miss some important data which is stored in an odd location by custom or badly written software.

   In no cases would we give a computer back to a customer with no OS installed or even just a bare OS install.

   Each PC is rebuild and OS updates applied and useful free security software installed. We even reinstall useful applications such as Adobe Reader and Sun Java VM along with useful tools such as a file undelete utility.

   An we don't charge the earth for this service either, just a competitive fix price for the time taken plus any parts required.

   Kind Regards

   Simon Zerafa
   Simon's PC Services

8. # +decipher on February 23rd, 2007 10:24 PM

   I agree AND disagree on some points here. At my shop time = money. When you have 2 techs (including myself) and have around 100 PCs/week to fix, you find that you don't always have the time to sit and fight with a system to repair it.

   We split the repairs two ways, I am the "software guy" and the other tech is the "hardware guy". While I consider format and reinstalling "dirty", sometimes it is actually better all around to do so. Fighting with a system for 3, 4 or 5 hours is not cost-effective for neither us OR the customer. The customer comes first and we will at least offer both options.

   If the decision is made to format and reinstall, EVERYTHING is backed up, Windows is reloaded (with apps, drivers and updates slipstreamed in), personal data is placed back into the right folders and everything else into an "Old Data" folder. If the customer has supplied us with application discs like Office or whatnot that will be reinstalled as well.

   Now, onto the Best Buy/Geek Squad...

   I find that this happens alot in many areas of this business. What corporations may not realize is this is a SKILL/KNOWLEDGE BASED job. Period. You don't hire someone that has no idea what they are doing and expect them to do anything worthwhile. I feel that the techs that work there that do know what they are doing are wasting their skill, knowledge and talent.

9. # Avner Falk on March 4th, 2007 6:47 PM

   Running Windows Update on a Microsoft Windows XP SP2 system, the Microsoft server repeatedly displayed the error message 0×8DDD0009. Microsoft does not seem to hav any real solution for this error. I ran your Dial-a-Fix 0.60.0.24, flushed the SoftwareDistribution, deleted the Windows Update history, checked all the boxes, and clicked GO. Dial-a-Fix did all it could, yet the error message came up again, after a very long time of displaying "Checking the latest updates for your computer..." Will the new version of Dial-a-Fix really fix this error? Thanks.

10. # DjLizard on March 4th, 2007 10:21 PM

    Well, that it can't already fix it isn't a good sign - it's a deeper system problem (or trouble on Microsoft's end).

11. # Avner Falk on March 5th, 2007 2:44 AM

    Yes, there's indeed lots of trouble on Microsoft's end. See http://www.google.com/search?q=error+0×8ddd0009&rls=com.microsoft:en-us&ie=UTF-8&oe=UTF-8&startIndex=&startPage=1
    Why isn't everybody switching to Apple?

12. # F.K on March 18th, 2007 8:38 PM

    DUDE why are you haten on da geeksquad .. did you know we suport ur softwear.....wow... maybe they sould take it off of the MRI

13. # DjLizard on March 18th, 2007 9:58 PM

    Avner Falk: What does Apple have to do with downtime? Everything gets downtime eventually.

    F.K: Maybe you should go back to MySpace. Your reading comprehension is a bit too low for my site.

14. # Setnev on March 25th, 2007 12:42 AM

    I work for the Geek Squad and I will let all of you in on some things about the way things are done. First, I can tell you that I work alongside seven other Agents at my precinct and they are all set on quality work and customer satisfaction.

    I have worked there for almost two years and can say that I have helped create a team that is dedicated to providing quality work and getting to the bottom of a computer issue without resorting to wiping everything and starting over, much like the habits of DjLizard. This method and training has proven effective to both our customers and our company. We have gotten recognition from corporate staff as well as customers for our world-class customer service. Unfortuately not all of our stores can be as good as we worked to be and for that I appologize.

    Sometimes there are mistakes and even the best technician makes them, and some things may be overlooked. We use various types of diagnostic software, including the HD manufacturers tests, Eurosoft, PC-Check, DFT, Memtest86, Windows Memory Diagnostic, etc. to help us better diagnose the problem on a computer.

    For those who have experienced bad customer service from Best Buy/Geek Squad, they can feel free to contact our corporate offices toll-free at 1-888-237-8289 or collect by 651-699-1111.

    To DjLizard, your tool is the best quick fix tool I have come across. It definitely saves time as compared to manually doing everything by disabling services, (un)registering dll's, re enabling services, etc. Hope to see the Vista compatible software come out soon.

15. # Tarun on April 12th, 2007 10:48 AM

    Geek Squad is being sued for being a "Peek Squad"

16. # NotAgreeingWithYou on April 27th, 2007 11:16 AM

    It sucks that you've had a bad experience. I just took my mom's computer down to my local Best Buy to have the Optical Drive replaced and when I got it back they had not only replaced the failing Optical Drive, but they scanned all the hardware for me and found out that the HDD was failing too. They replaced that and had me bring in my mom's restore disks and they put windows on it. I figured that I would blow it out with compressed air since I had it all torn down... and when I opened it up it was spotless. They cleaned it too!!!

    Maybe it's because the store that I go to is so close to their corporate offices... but the Maplewood store always treats me well.

17. # DjLizard on April 27th, 2007 6:55 PM

    I didn't have the bad experience, my customer did. Also, it was warrantied by them, which may be why they weren't very enthusiastic about repairing it. I also don't care for how they charge by the task... scanning for viruses and installing a driver or application shouldn't cost as much as a new computer in my opinion. I've gotten quotes from customers who were going to go with Geek Squad until they wanted to charge over $300 for something that we charge $99 for.

18. # IDontThinkYouUnderstand on April 28th, 2007 10:59 AM

    So if Geek Squad charged less how would that be good for you? If your company is making money at doing it for half the cost you should be thrilled they charge what they do.

    You should be able to get an abundance of customers just in the price difference alone. Personally I would think you would be happy about it.

19. # DjLizard on April 28th, 2007 11:38 AM

    It wouldn't matter to us if Geek Squad charged less than even our company, we have a premium service. We fix the underlying problems instead of formatting them away. We also give worthwhile advice, and we don't force the sales of products our customers don't need. I'm not implying that Geek Squad does any of that, however, as I personally have no experience with their service. All of my experience with them has been negative because none of my customers come to our shop to tell us how great their Geek Squad experience has been. I'm sure that there are plenty of good experiences out there, so I'm not at all saying that Geek Squad in general is bad, or that our company is better than theirs, or anything to that effect. It is for this reason that I think you don't understand.

    What I'm unhappy about is the way that they treated my customer. I'm a consumer too, and I am frequently outraged by the behaviors of other companies. Note that it was only one or more specific technicians at a specific precinct location. My rant in no way implies that Geek Squad is a whole is bad, that nobody should go to Geek Squad, or that anyone should favor us over them. It doesn't matter to me. It's about choice. If you choose Geek Squad, that's fine with me. I was upset by this particular customer's experience.

    Perhaps I can't do anything about it, and perhaps I should just focus on what our company does and ignore these kinds of things, but it still needs to be known that things can be done better and you don't have to accept this kind of treatment. It's difficult for me to ignore this when I have to watch my customer experience run-around because I didn't want to have to sell them a hard drive (because it was covered by BB/GS). Yes, I frequently deny myself business because I want to be completely fair to the customer, as I would want someone else to do if I were in such a situation. If you had the choice of getting your hard drive replaced for free, or paying $150 for a new one, which would you do? If you then had a second choice of paying $99 for operating system installation or getting it installed for free, which would you do? Yes, I wanted my customer to get both things covered for them; there's no reason I should have to charge them for services that they have covered elsewhere. I ended up having to install the OS myself because they didn't want to, but I didn't charge her for this at all. I think that if your computer is covered under warranty that the least they could do is have you leave with a working computer. I guess they expected her to install her own OS, drivers, updates, etc.

    In the end, if you want to basically purchase a new computer each time you have a software problem, that's your issue and your issue alone. It's also about going the extra mile. Well, in this case, it's about going the first mile.

20. # Laughing. on April 28th, 2007 4:26 PM

    Allow me to preface with the information that I am not, nor have I ever been, a Geek Squad Agent.

    So, let me get this straight. You're taking the word of people who bring you their computer because they don't know how to fix it - implying they aren't computer experts, and therefore would not fully understand exactly what is going on.

    In addition.. you state you've never visited a Geek Squad Precinct or had dealings with any of the Agents. How, then, do you think this reflects upon you, since, rather than checking your sources, you're ready to post all over your site about how you wish to strangle Geek Squad Agents?

    Yet, from what I understand, they paid you a licensing fee to use your software... which means you *have* dealt with them and were able to come to a mutual agreement in which you allow them to utilize your software. In fact, the mere substance in which you allow a host company to use your software would imply that you hold a certain amount of respect for what they deal with and how they handle things.

    In fact, your entire article, and responses thereafter, imply that, not only are you a liar, but have no desire, whatsoever, to even research heresay before posting in a public arena such antics as wishing to commit physical harm to employees of another company of which you've had dealings with.

    Furthermore, you're willing to "accept" that in one single location (or do you travel the country and have had dealings with customers from every Best Buy / Geek Squad location?) reflects the entire company. Perhaps your customer dealt with a bad apple? Perhaps the Agents in this Precinct are all bad apples?

    Or... perhaps the customer did not supply them with recovery discs? Were you aware that legal contracts prevent companies such as Best Buy and Circuit City from using "just any OS disc" to install the operating system on a client's computer? In fact, I've read that the Geek Squad has gone to great lengths to be legit in their dealings with software vendors, freeware programmers such as yourself, and their customers. In my dealings with the Geek Squad they've always required that I supply the recovery discs - that is, unless they have the recovery discs already for *the specific model* at hand - such as an HP.

    All I can do is laugh at the subject matter of this article and those like you (such as Digg and the Consumerist) who are ready to blast companies and others even though the employees were set up, in a bad situation, or, such as in your case, you've never even had dealings with the Precinct-level Agents.

    Says a lot about your character :-).

21. # DjLizard on April 28th, 2007 9:09 PM

    I'm not taking the word of people - she called me from the store with the agent there. The agent thought the drive was fine.

    She brought me the computer without any operating system on it after they finally replaced the drive. She brought the recovery DVD with her.

    You should check your sources, I guess, since they didn't pay me any fees. If you read my wiki it says anyone from any company can use my program for free. Where did you get the idea that there was an agreement involved and furthermore that there was money involved? If you want to play "who can be the snappiest asshole", let me just ask what that says about your character?

    The physical harm was obviously not meant as such. Lighten the fuck up, internet bigshot. What kind of vested interest do you have in this, anyway, if you're not even an employee of Geek Squad? You and the previous poster seem to be quite interested in making this out to be something more than it is. They didn't fix her computer. It was under warranty with them. Capiche? I was only brought into the picture because critical data had to be recovered via sector copying (I use `ddrescue' for this).

    They were flat out refusing to fix the computer. I guess it's okay that it blue screens on startup, or something. They whined about replacing the hard drive (because obviously the computer works just fine, right?), and then let her leave with no operating system. I thought warrantied repair meant that your computer would be in working order after they were done with it.

    What part of my post didn't make it clear that I wasn't talking about every Geek Squad and every agent? I suppose that my comments were more clear about that than my post, because I did say that the organization was shabby. It's disorganized. That's shabby.

    They've gone to great lengths to become legit after pirating ERD Commander, sure. At any rate, she had her recovery DVDs and this was a warrantied repair, as I've had to say again and again. If some object in the universe is covered under some manufacturer's warranty, I expect them to have what they need to fix it, or at least ask me for my parts if they need them. They didn't, and didn't. They even declined repair despite the fact that the laptop didn't boot into Windows.

    I've dealt with several individual agents, such as those at Something Awful, those that have posted here (who have been far nicer than you, I must admit), and former Geek Squad agents who switched employment to another computer repair company. Edit: and they were all nice and wonderful people. Much nicer than you.

    I should be strangling you, "Laughing".

22. # NotAgreeingWithYou on April 30th, 2007 10:29 AM

    Oh... I just want to be clear. My mom's computer WAS under warranty... she didn't pay a dime for the service that she recieved (other than the money she paid for the warranty... which was like 150 dollars. The one repair of the Optical drive, the Hard Drive,and the cleaning was way more than 150 dollars just in parts... so it was worth it)

23. # FeelTheLove on April 30th, 2007 6:08 PM

    I'm honestly not sure what Geeksquad uses to check out failing drives, but I sort of doubt it's Spinrite or badblocks. That aside I totally understand where DjLizard is coming from and that it is despicable what happened to these two customers. Now that aside, I like to think that most end users as wonderful as they are far too often are not knowledgeable and this leaves a problem when an equally untrained technician offers them a service and in doing so does a sloppy job of it.

    I wouldn't blame Best Buy overall, save that perhaps they need to establish better training to prevent these sort of things but I'd take what happened with a grain of salt. Generally speaking there are problems with restoring an operating system for a customer from the standpoint that if you give them a system that is not 'fully' functional according to their perceptions, they will sue your ass. I've read stories about people who singlemindedly go around looking to attempt this thing exactly.

    As for the customer's data, I always suggest a permanent tangible backup, be it in DVD form, or external hard drive but it is very silly to backup information from the drive and copy it back over without having some sort of hard copy in case of format, drive failure, or other issues of software eating your data. All in all, offering data recovery to a external drive is a good way to help customer's develop their own habits of protecting themselves.

24. # DjLizard on April 30th, 2007 7:49 PM

    From what I've heard, it's DFT, which is great, but I don't think that the tech ran the extended DFT or else it would have been obvious from the start. Even without running DFT, it was plain to see the computer wasn't working and the tech wasn't about to cover it under warranty without a fight. Anyway, I'm pretty much done with this stupid thread. All of you Geek Squad guys who replied are really nice and I respect you a lot, especially those who apologized for the other precinct and the tech. You are the ones who are doing this right. The trolls can just go to hell. :)