Aw
Cleveland,#2UPDATE Employee
Thu, November 27, 2008
1. it was not good that it took so long for your computer to be repaired, but depending on the current queue of other work, the agent that checked you in should have quoted you a time frame that was 5-7 days maybe? Even if they know the work only takes 2 hours they don't know who is going to be doing it and maybe that tech is sick and doesn't show, so I always tell customers at least 2 days for any job unless its something I can do while they wait. 2. The diagnostic is a good idea, but the agent should have offered you 2 solutions...a) run diags to test all hardware because maybe something else is wrong and replacing the video card does nothing to fix it, b) just install the video card but explain to you that it might not fix it and the labor fees are not refundable. 3. You need to pay for any parts up-front, so whoever checked you in must be new 4. the service fees are all set by corporate, whether it takes 5 minutes or 5 hours to install a power supply or video card, each device is $49.99, no exceptions. 5. the Geek Squad agents are tracked by the services they perform, not the products they sell or add-on. I might suggest upgrading your RAM but all I care about is the $40 you pay me to install it. The RAM might have a good mark-up but that's Best Buy's profit. That $40 is all profit because it takes me 5 minutes to install it typically. ....so in conclusion, that $69 diag fee could've been avoided and if you didn't agree to it (read the service order that you signed when you dropped it off originally) then talk to the manager to get that refunded. Also, that Rewards card would be a benefit to you...we aren't forced to offer them, but when you are buying merchandise, you get credit for every dollar spent and that goes towards getting money back. I have yet to see any customer complain about getting free money from us!
Andy
Casa Grande,#3Consumer Suggestion
Mon, August 25, 2008
Unfortunately, Geek Squad and other similar services are set up to prey on people through upselling and ridiculous fees. The power supply was no doubt a requirement of the more powerful video card they sold Jake, so the diagnostic fee is highly questionable. Charging a combined $100 to install two pieces of hardware that probably took "Drake" about 10 minutes is also quite steep. My suggestion for avoiding this kind of ripoff is to steer clear of corporate chains and find local repair shops through the Chamber of Commerce. These are almost always business that are interested in maintaining positive relationships with the community. A reputable local shop would charge you one hour of labor and the cost of the part - that's it.
Andy
Casa Grande,#4Consumer Suggestion
Mon, August 25, 2008
Unfortunately, Geek Squad and other similar services are set up to prey on people through upselling and ridiculous fees. The power supply was no doubt a requirement of the more powerful video card they sold Jake, so the diagnostic fee is highly questionable. Charging a combined $100 to install two pieces of hardware that probably took "Drake" about 10 minutes is also quite steep. My suggestion for avoiding this kind of ripoff is to steer clear of corporate chains and find local repair shops through the Chamber of Commerce. These are almost always business that are interested in maintaining positive relationships with the community. A reputable local shop would charge you one hour of labor and the cost of the part - that's it.
Jake
Chicago,#5Author of original report
Mon, August 25, 2008
Excellent point. However, I always thought they did extra "testing" just to do some suggestive selling. I'm reminded of my mother's interaction with a local Firestone repair center. Her car was fine and she just went in there asking for an oil change and maybe some new windshield wipers. They too asked to do some diagnostic testing and ended up sticking her with a $2800 bill. I figure if her car really needed that much repair, it wouldn't be moving. Geek Squad probably has the same mentality, but still, you have a good point.
AElyse
Lehighton,#6Consumer Comment
Fri, August 22, 2008
First off, I too would be very angry that the computer sat a week untouched even when it was promised that it would be done sooner. That in itself is enough to file a ROR. However, maybe you just forgot to mention this in your original report, but based on what was said it doesn't make sense for you to be mad at the diagnostic test. Yes, you did accurately determine that it was the video card that was bad, however the Geek Squad employee later told you that youd need a new power supply as well. Was this determined by the diagnostic test? If yes, then the test was needed. Also, for liability reasons, they cannot "just take your word for it." Imagine if doctors just agreed with what a patient thinks is wrong with them without performing any tests. There is no difference here.