Jgnali
Boulder,#2UPDATE Employee
Thu, January 29, 2009
Richard, I'm sure an apology isn't really something you're looking for but here it is. I apologize for the apparent lack of ability that the Geek Squad Agent had in diagnosing your daughter's computer issue. In order to, hopefully, better serve you or your daughter in the future, if you could tell me the name of the Agent you dealt with, I'd greatly appreciate it so I can look into the matter. I know it's past due but I would like to see that the Agent is at least reprimanded for it in someway. Also if you could inform me as to which store you had it serviced, I'd greatly appreciate it. Being a Geek Squad Agent with some humility and morals, I can tell you that we all do not operate in this manner. Now to kind of explain what might have caused the Agent to misdiagnose the issue; 1) We aren't given the best equipment to test for errors. I, on many occassions in the past week or so, have had to run to the floor to store use an item that we didn't possess to fix a customers computer. Also, the equipment we do have, isn't of the greatest quality. I have brought in, roughly, $400 of my personal computer equipment to assist me in fixing computers on a day-to-day basis. 2) Training - I personally have not been formally trained by Geek Squad and only possess the knowledge that I have gained through various professional certifications and work experience. I can't speak of the other agents but I do know that our training (from Best Buy Inc, or Geek Squad) is non-existent. 3) $185 - $185 seems like an incorrect pricing. I personally would've charged a flat $69.99 for a diagnostic (Free if under either Geek Squad Black Tie Protection or Manufacturer's Warranty) and tried to diagnose the issue. As for the Data Back-up, I don't charge until I know for a fact (100%) that I can access the drive in question utilizing our "Mule". And at that point, I call the customer to get verbal confirmation. I try my best to not charge for stuff that isn't needed prior to being diagnosed. Again, I am sorry for the error of the agents at the location you visited. Agent @ Best Buy 1031