Best Buy & Geek Squad Policies

[bigbear1018]

I had taken my computer to Geek Squad because it had lost its power supply. They set me up with a $ 70 diagnostic and said that they would get back to me with what the problem was and whether it could be fixed. They called the next day and said it needed a new power supply. I authorized them to fix the power supply. The next day, a Geek Squad employee was on my voice mail stating that although the power supply was not yet fixed, the computer was full of viruses and spyware which could be repaired at over $ 120 dollars. I called them back and said how could you know what was on the computer if you can't even power it up yet? There was no response to this. I told them that I did not want this service, that if there were viruses and spyware on the system, that I could clean them up with anti-virus and spyware software that I already had on the computer. When my wife went to pick up the computer, she asked the staff to power up the computer just to see if it powered up before she left. She was met with very rude comments about not buying the anti-virus removal and they huffed about betting the computer wouldn't last a week more if this wasn't done. After a further haggle on the agreed upon price for the original repair, my wife was finally able to bring the computer home.

I did indeed find viruses and spyware on the machine which were rather easily cleaned up with the software I had. I did remember though that I forgot to mention to the Geek Squad that the CD-ROM on the machine was also out when the machine went in. How come the diagnostic that I paid for didn't come up with that but by miracle came up with viruses on a machine that couldn't be powered up?

I have to say that the repair that was done was very adequate. It's been a week and surprise, no more virus or spyware problems. Overall though, due to the blatant attempt to upsell me to something I didn't need and the rudeness of staff, I will not use Geek Squad or shop at Best Buy ever again. There's too many other places which care about there customers more than this company.

Bigbear 1018 (Bill) 

[justathought]

BigBear,

  You can easily replace the cdrom drive yourself, and it will only cost you the price of the drive. Even if you have a laptop, you can replace the cdrom, RAM, and hard drive easily. Keyboards can also bechanged out simply enough, too, provided you have the right equipment and take all necessary precautions.

  Poor customer service from Packard Bell and Microsoft is the reason I taught myself how to work on computers.

[Matthew-GS Retired: Community Advocate]

Hello, Bill!

I am sorry for the delay in response.  I have been researching this issue and ask that you watch this thread and your Private Messages over the next few days.

[Matthew-GS Retired: Community Advocate]

Welcome, bigbear1018 (Bill)!

You made a wise decision in asking the Geek Squad® to perform a diagnostics on your computer because it is helpful to know if the motherboard, hard drive and memory are still functional post-power failure. Without power, the Geek Squad® Agents may use a functioning power supply unit (PSU) to boot your system and complete the thorough diagnostics which includes malware (viruses and spyware) scans. After completion they give a few options for replacing the PSU and, as is their responsibility under thorough diagnostics, provide an estimate for removing the excessive infections.

Virus removal procedures and anti-virus software maintenance still confuses many customers who may simply want the issue conveniently and thoroughly resolved. This Advanced Diagnostic and Repair is offered as a convenience, especially if the Operating System was corrupted or self-repair fraught with obstacles. Using single software to self-scan your system is sometimes adequate but Agents use multiple methods to ensure a fully cleaned system free of malware traces. Geek Squad® Agents are instructed to give customers all the symptoms and options and to first obtain estimate approvals to ensure customers are empowered to make choices.

Bill, I do apologize if your wife felt hassled. Geek Squad® Agents like to prevent as well as treat computer problems, but we should be helpful, not pushy. The Agent perhaps tried to explain what she might still experience when she returned home if the viruses were not first removed. In this way customers have come to expect thoroughness and full disclosure as they would from a trusted health professional. A better ending would be to say, “We have a 30-day guarantee on our services, let us know if you need further help with malware removal. Have a wonderful day.”

I hope your computer is still doing well and encourage you to promptly send me a private message should you need further assistance with the CD-Drive or other issues (click on my name and select “Send this user a private message” from the following screen).

Message Edited by Matthew-GS on 01-08-2009 05:43 PM