Geek Squad Poor Service & Erroneous Information Catonsville Maryland
I attempted to take my laptop out of sleep mode at the beginning of May (approximately May 8th). As it began to load back up, my screen all of a sudden went black. I attempted to restart the computer Windows Vista would not load in anything but safe mode and DOS would load without any problems. I also could only see what was on the screen if it was plugged into a separate monitor.
Since my warranty on my HP Pavillion had expired in March I was forced to take it somewhere to be diagnosed as my father (a computer geek himself) believed it could be the video card which was a part of the motherboard. I brought it to Best Buy and the Geek Squad. I explained the situtation to the young woman behind the counter and also told her that it couldn't be the LCD because I just had that replaced by HP in February while it was still under warranty. Without even trying to turn on the laptop, she immediately stated that it would need to be sent out to be diagnosed and it would be $84 to do so but the amount would be taken off of the total. She said we would hear something back in a week and that I would need to approve any amount necessary once they determined what was wrong with it since if it was going to cost more than a new laptop, I would just buy a new one and use my external hard drive to replace my files. I said okay, paid my $84 and let them ship it off to some facility of theirs.
A week went by and had not heard anything from them. No e-mail, no phone call, nothing. We then received an e-mail stating our order number and a website that we could check the status of our "order." Another week went by without any other e-mails or phone calls. At the end of that second week, my husband (who had been checking on the status daily) said that there was an update to the status and that it stated it was "awaiting customer approval." They still had not called to let me know what was wrong. I wasn't about to approve something I had no clue about. I called the Geek Squad at my location and stated that I saw that my approval was needed in order to complete the repairs. The gentleman that answered the phone said that there was a balance of $279 but that it didn't list what the amount was for or what was wrong with my laptop. He said he would have someone call me back during business hours to explain what the charges were for. It was 4pm at that time.
The next day (May 22nd) I finally received a phone call from them. The woman on the phone said that I would need a new motherboard and that the $279 was for its replacement. I said okay was that all that was wrong with it. She said as far as they know yes, but since the OS was not loading it could also be a hard drive issue but they would not know until they replaced the motherboard. I approved the repairs.
Another week and a half went by with no word from them and my husband once again told me the status had been changed to "shipped back to the store." June 5th I received a recorded message stating that my order was ready for pick-up. I went down that day to retrieve my laptop. At this point I had not paid for the repairs (I figured I'd do it when I picked it up).
I stood in line for 20 minutes because there was only one young girl working at the time. I walked up to the counter and gave her my information so she could bring me my laptop. She told me that it would be $279 and then went to go get my laptop. She put it on the counter and I asked her if the laptop was in working order now and if they only replaced the motherboard. She said "It should be." I said I'm only asking because I was told there might also be a problem with the hard drive. She didn't respond except to say that the total was $279 again and that I may swipe my credit card.
As I was paying for it, she then tells me that they found a virus on my laptop. I said I found it hard to believe since my laptop has never EVER not been protected by a firewall as well as anti-virus software. She said "well they don't always catch everything." I didn't mention to her that I run a scan daily before I go to bed (I'm paranoid of losing nearly 200GB of data). I asked her if they had removed it. She said "No. It would be another $200 if we removed it." I finished paying for the repairs, gathered up my stuff and returned home.
When I got home, I read over the detailed report of what they repaired/replaced as well as the scans they completed which included a full listing of all the programs on my computer as well as a security scan and virus scan. The second item on the list said that I had no virus software on my computer then further down the list it said I had a trojan. Particularly it was trojan.gen. I booted up my laptop (which apparently they did get it working by changing out the motherboard) and as soon as windows loaded a window from my Norton software popped up. I immediately started yelling to my husband "See, see! I do have software on there and it is up to date!" I then proceeded to run a scan with my software (which scanned over 600K files) and it found nothing. I then proceeded to go on the web and use 2 different web-based programs (which I use whenever I suspect that a virus has disabled my software) and neither of them could find it!
I ask you, how did they find a virus that three different scans could not find?
I would NEVER use these people again. They charge outrageous amounts of money and don't bother attempting to contact you.
Courtney
Glen Burnie, Maryland
U.S.A.
8 Updates & Rebuttals
Jocko
Biloxi,Mississippi,
U.S.A.
try this
#9Consumer Comment
Wed, June 10, 2009
when you start your PC right after the bios screen goes away and just before the windows logo comes up hit the F8 key. This will get you into a screen with a small window and while in there pick "Safe Mode". Once in safe mood it will go to windows and if your safe mode loads then you should be able to transfer your information. After all your information / files are located and backed up go into the windows restore area and pick a former date that predates your initial problem if possible. Another fix would be just take the Restore Cd's that you made (its ok if you didn't make the restore cd's call the MFG and for a small fee they will send out to you) and do a complete restore. Once the new OS loaded reload all programs. This requires basic knowledge of PC and the Geek squad will charge around 298 for a OS load and it does not include other programs. This is a 100% way to get ride of all viruses and other nasties. Make sure you back up your fav's, My Doc's backing up individual programs will not be necessary all you need to do is reload them.
Good Luck
Spudfish
Glen Burnie,Maryland,
U.S.A.
Explanation...
#9Consumer Comment
Wed, June 10, 2009
Jocko -
1. I do have a firewall. I think you misread my statement. I'll try to rephrase. I have always kept my laptop behind a firewall. I was not trying to say that I don't have a firewall, because I do. And windows even has a built in firewall (provided you turn it on). I was trying to explain that I have always kept my laptop protected through anti-virus software as well as firewalls etc. I purchase every year a subscription to Norton 360 Premier. I have never let my subscription lapse. To remove a virus by myself (or with the help of my father) is not the issue. It's they state I have a virus, but only they apparently can find it.
2. I understand the workings of my computer to a certain degree. When something is wrong, I attempt to figure out how to fix the problem. If I can't, I find someone who is supposed to know more than I do. Hence the reason I took it to Geek Squad. So when they tell me I have to replace a motherboard, I have to believe them since they are supposed to be the experts. As I said, my computer now works after they did the repair. I'm not saying they didn't fix it (even if it does run slower now than it did before I had the problem).
3. As for the removal of the malware, I remember specifically that the young girl behind the counter said they did not remove it. Since they never asked for my permission to remove it at the price of $200.00 I tend to believe her.
4. I try to back-up my files. I have an external hard-drive with 1 TB of space. I am taking the proper precautions with my data. However, it is quite difficult to back up your data when you can't even load the OS to run the program to back it up. Financial files and office documents get backed up to my secure online storage through Norton. The files I'm worried about are pictures, music, things of that nature. All of which get backed up to my external HD. And although I do back my data up, I still fear it's loss due to viruses and the like.
All that being said, I still find their customer service and lack of communication to be a joke. I also think that for the prices they charge for their services, they should have a bit more courtesy to their clients. THAT is what I was reporting on, not necessarily the quality of their work. However, I find that if you are reporting something it is always best to give your full accounting of the events that transpired.
Spudfish
Glen Burnie,Maryland,
U.S.A.
Explanation...
#9Consumer Comment
Wed, June 10, 2009
Jocko -
1. I do have a firewall. I think you misread my statement. I'll try to rephrase. I have always kept my laptop behind a firewall. I was not trying to say that I don't have a firewall, because I do. And windows even has a built in firewall (provided you turn it on). I was trying to explain that I have always kept my laptop protected through anti-virus software as well as firewalls etc. I purchase every year a subscription to Norton 360 Premier. I have never let my subscription lapse. To remove a virus by myself (or with the help of my father) is not the issue. It's they state I have a virus, but only they apparently can find it.
2. I understand the workings of my computer to a certain degree. When something is wrong, I attempt to figure out how to fix the problem. If I can't, I find someone who is supposed to know more than I do. Hence the reason I took it to Geek Squad. So when they tell me I have to replace a motherboard, I have to believe them since they are supposed to be the experts. As I said, my computer now works after they did the repair. I'm not saying they didn't fix it (even if it does run slower now than it did before I had the problem).
3. As for the removal of the malware, I remember specifically that the young girl behind the counter said they did not remove it. Since they never asked for my permission to remove it at the price of $200.00 I tend to believe her.
4. I try to back-up my files. I have an external hard-drive with 1 TB of space. I am taking the proper precautions with my data. However, it is quite difficult to back up your data when you can't even load the OS to run the program to back it up. Financial files and office documents get backed up to my secure online storage through Norton. The files I'm worried about are pictures, music, things of that nature. All of which get backed up to my external HD. And although I do back my data up, I still fear it's loss due to viruses and the like.
All that being said, I still find their customer service and lack of communication to be a joke. I also think that for the prices they charge for their services, they should have a bit more courtesy to their clients. THAT is what I was reporting on, not necessarily the quality of their work. However, I find that if you are reporting something it is always best to give your full accounting of the events that transpired.
Spudfish
Glen Burnie,Maryland,
U.S.A.
Explanation...
#9Consumer Comment
Wed, June 10, 2009
Jocko -
1. I do have a firewall. I think you misread my statement. I'll try to rephrase. I have always kept my laptop behind a firewall. I was not trying to say that I don't have a firewall, because I do. And windows even has a built in firewall (provided you turn it on). I was trying to explain that I have always kept my laptop protected through anti-virus software as well as firewalls etc. I purchase every year a subscription to Norton 360 Premier. I have never let my subscription lapse. To remove a virus by myself (or with the help of my father) is not the issue. It's they state I have a virus, but only they apparently can find it.
2. I understand the workings of my computer to a certain degree. When something is wrong, I attempt to figure out how to fix the problem. If I can't, I find someone who is supposed to know more than I do. Hence the reason I took it to Geek Squad. So when they tell me I have to replace a motherboard, I have to believe them since they are supposed to be the experts. As I said, my computer now works after they did the repair. I'm not saying they didn't fix it (even if it does run slower now than it did before I had the problem).
3. As for the removal of the malware, I remember specifically that the young girl behind the counter said they did not remove it. Since they never asked for my permission to remove it at the price of $200.00 I tend to believe her.
4. I try to back-up my files. I have an external hard-drive with 1 TB of space. I am taking the proper precautions with my data. However, it is quite difficult to back up your data when you can't even load the OS to run the program to back it up. Financial files and office documents get backed up to my secure online storage through Norton. The files I'm worried about are pictures, music, things of that nature. All of which get backed up to my external HD. And although I do back my data up, I still fear it's loss due to viruses and the like.
All that being said, I still find their customer service and lack of communication to be a joke. I also think that for the prices they charge for their services, they should have a bit more courtesy to their clients. THAT is what I was reporting on, not necessarily the quality of their work. However, I find that if you are reporting something it is always best to give your full accounting of the events that transpired.
Spudfish
Glen Burnie,Maryland,
U.S.A.
Explanation...
#9Consumer Comment
Wed, June 10, 2009
Jocko -
1. I do have a firewall. I think you misread my statement. I'll try to rephrase. I have always kept my laptop behind a firewall. I was not trying to say that I don't have a firewall, because I do. And windows even has a built in firewall (provided you turn it on). I was trying to explain that I have always kept my laptop protected through anti-virus software as well as firewalls etc. I purchase every year a subscription to Norton 360 Premier. I have never let my subscription lapse. To remove a virus by myself (or with the help of my father) is not the issue. It's they state I have a virus, but only they apparently can find it.
2. I understand the workings of my computer to a certain degree. When something is wrong, I attempt to figure out how to fix the problem. If I can't, I find someone who is supposed to know more than I do. Hence the reason I took it to Geek Squad. So when they tell me I have to replace a motherboard, I have to believe them since they are supposed to be the experts. As I said, my computer now works after they did the repair. I'm not saying they didn't fix it (even if it does run slower now than it did before I had the problem).
3. As for the removal of the malware, I remember specifically that the young girl behind the counter said they did not remove it. Since they never asked for my permission to remove it at the price of $200.00 I tend to believe her.
4. I try to back-up my files. I have an external hard-drive with 1 TB of space. I am taking the proper precautions with my data. However, it is quite difficult to back up your data when you can't even load the OS to run the program to back it up. Financial files and office documents get backed up to my secure online storage through Norton. The files I'm worried about are pictures, music, things of that nature. All of which get backed up to my external HD. And although I do back my data up, I still fear it's loss due to viruses and the like.
All that being said, I still find their customer service and lack of communication to be a joke. I also think that for the prices they charge for their services, they should have a bit more courtesy to their clients. THAT is what I was reporting on, not necessarily the quality of their work. However, I find that if you are reporting something it is always best to give your full accounting of the events that transpired.
Jocko
Biloxi,Mississippi,
U.S.A.
Not so geek squad
#9UPDATE EX-employee responds
Tue, June 09, 2009
I have read your post several times and while I am a former Special Agent from the Geek Sqd I honestly believe more of your issues are because of your not understanding the PC, its software and what can and often does happen. Its sad but sometimes the information is at your fingertips but most do not know how to get that information. You mentioned that you never had a Firewall with your Anti-virus. Well Norton (especially the version preloaded on computers) is well known for doing everything. You have a software based firewall there and if its just a plain version of Norton AV then you still have the firewall built into windows. Finally if you run through even a DSL or Cable modem most of those have a firewall built into them. In this situation there is a great amount of information not mentioned here so let me address your last comment about finding viruses or malware in this specific situation. The individuals who write code for these destructive programs have the ability to get past your "Anti-Virus" programs and make you think nothing is there. The way they do this is to rewrite the boot on your computer so that the infected file tells the antivirus program what it wants the anti-virus program to report to the user; and scanning on line will give the same results as a false negative. I would not have replaced your mother board at all and the reason being is if your PC works in safe mode then their is a driver conflict vs a hardware issue. While many of those who work at the Geek Squad are not certified they do have some nice tools. One of those tools is a cd based bootable program which allows the Geek Squad to run those tests without actually using your hard drive to boot but allows for scanning of the hard drive to locate malware and virus programs. This is the easiest way to defeat them. I find it very hard to believe they ran those programs but did not remove the malware; but thats their call. As for your huge amount of data I would offer to you this following comment; you don't know what you have till its gone. Go buy a little USB Back up device before you lose those files. So while many times the Geek Sqd is responsible for and usually guilt of mismanagement of computers and mistakes this time I do believe they are not. I would suggest you purchase a beginner book or if your a little more advanced a book about your PC and its individual operating system so this will not happen again.
Hope this helps.
Spudfish
Glen Burnie,Maryland,
U.S.A.
Never said they were a scapegoat
#9Author of original report
Tue, June 09, 2009
I just wanted to comment to the comment from Jason. I never said I was a guru when it comes to computers, I took my laptop to two different people I know who know them better than I do. I opted to go to the geek squad after that. I said they fixed my computer which they did (it also runs slower now).
All I said was that they have HORRID customer service, they have high prices, and they found a "virus" that I cannot locate to save my life through three different programs.
How is that making them a scape goat?
Jason
Birmingham,Alabama,
U.S.A.
Geek Squad=scapegoat
#9Consumer Comment
Mon, June 08, 2009
I honestly can't begin to imagine why The Geek Squad is being ridiculed so badly. I mean, I hear it everywhere I turn. "Don't use them" "They're a scam". I just got my pc back from them. It is fixed and runs better than ever. So, I can't understand all the negativity. A friend of mine laughed hystercially at me when I told him that I used the Geek Squad. First off, my fried is a self proclaimed computer guru, and when HE took a look at my pc, he admitted he was baffled. Well, needless to say, his credibility was shot. Another friend who claims to be THE authority on all things computer related took a look, and he too was stumped! Is it just me, or is everybody a computer expert until they're faced with a computer related problem? LOL. Well, I was running out of options, so against EVERYBODY'S advice, I took it to the Geek Squad. The reason I paid no attention to people's advice is because they have never actually used The Geek Squad, so why listen to them? Well, one friend of mine who is a know it all in the extreme has not let me live it down. Told me "oh, yeah, sure it runs great now, but it's going to die." "Those scammers saw you coming a mile away". "I could have told you what a scam that whole thing is, but heck, I really thought everybody knew that!". "You will never catch me getting sucked in by such a scam, no way. Too smart for that". "I hate to say I told ya so, but when your pc dies on you, I will certainly tell you I told you so!" And my favorite bit of expert advice from him was "you never take anything to those fly-by-night scam artists". "Use a not-for-profit computer repair shop". Really? Is there such a thing? Well, the way I see it is this. First, let's assume there are actually not-for-profit pc repair shops. Could you imagine how busy they would be? Secondly, you have to question somebody who would fix computers (or fix anything else for that matter) for no profit! But, he claims thats what HE used. But, yet, couldn't tell me where one of these places is located. Go figure. So, I had to pay for pc repair. How many auto mechanics repair cars for free? Everybody is on my case for using them, talking about how the long, hellish nightmare is yet to come. Everybody is suddenly an expert. Everybody suddeny knows that Geek Squad techs make minimum wage. Well, I'm here to say that while the price wasn't cheap, it sure was a lot cheaper than buying a new pc. That's all anybody can ask.