Complaint Review: Geek Squad - Germantown Maryland

I am an ex In Home/Lead firedog tech for Circuit City, and I can attest to the FACT that some manufacturers absolutely positively requires the old hard disk or other parts be sent back immediately. One example is HP, we have 1 week to get the old part back in their hands, not counting shipping tine, or they charged us 5-10 times the cost of the part, such as 200 bucks for a 20 dollar stick of ram, we MUST send back, period. And we can not alienate our relationship with the manufacturers, because it can kill our profit margin, and if they no longer allow warranty communication, it is a lot less customer service to other customers in the future.

I found the ex-geek squad information very enlightening, which was contrary to the recent TV program on the geek squad on some weekly network program. The 15 minute segment made them appear like the best thing since sliced bread. This unsavory experience with this retailer should serve as a lesson to all consumers, who most certainly should inquire about the geek squad and extended warranties BEFORE buying from this retailer. I purchased my HP notebook from Staples in March of 2005. It came with a one year warranty from HP - parts and labor. After a month the hard drive started to make an odd clicking noise and HP sent me a replacement, which I installed in 30 minutes. 5 minutes to replace the drive and 25 minutes to load XP from the recovery disc. HP also sent me a recovery disc after I complained, since none was included with the laptop. I suppose I had the option of sending it out for repair but some notebook components are simple plug-in procedures. Since it IS only a matter of time before every hard drive fails I now have a back-up hard drive which is ready to plug in. It is only loaded with the operating system just in case I ever have to send the unit in for repairs since I don't want any sensitive data on a drive when it is in a repair shop. I just purchased the HP extended warranty for 3 more years of coverage. HP will have the unit picked up, repaired, and returned within 10 days.

as a former geek agent, I can provide some inside info on what's really going on & what we were told to say to customers. nobody get's an item checked in "for free" if at all possible - even if they have an extended warranty (PSP plan) in your case we would have been pushing the $159 data backup and since the PSP plan only covers hardware (not software or OS issues) many geek squad stores would be pushing the $199 Adv diag/repair which covers spyware and OS issues. just in case your issue was OS -vs- hardware.. the goal is meeting the daily revenue# -that's it.. it's not that the instore tech's didn't know how to replace your laptop Hard drive instore.. they are NOT allowed to under the PSP Warranty. if you had of purchased a new Laptop HD in the store & paid the $40 install fee they could have done it.. the big secret of Geek Squad is nobody actually works on your PC when you leave it in for service.. usually 1-2 agents do absolutely nothing but "check-in" new units & collect your $$$ they are only allowed 5 minutes to do this under company policy (SOP) this includes signing all the paperwork & collecting payment an Agent can be FIRED for helping a customer at the desk troubleshooting a wireless or driver issue.. and with the closure of CompUSA stores things are even more busy.. the goal is "check it in" wait several days and somebody will run a bunch of automated tools.. if that fails recommend the customer do a full data backup $159 and OS restore $129. worse case sent it away swapout the Motherboard. if you call saying your just bought a PC and it doesn't work.. there is no "free advise" it's $160 to have an agent to your home.. or if your within the return policy, bring it in and they will swap it out for another unit. if it's outside the return policy.. call the OEM for support. when PC's are checked in for Hardware issues they are sent off to service center.. for software issues like spyware/malware instore agents are told NOT to work on the problem but..to hookup your PC to the corporate network where outsource people in India, Remote into your PC and fix it.. my store had a 6 day waiting period before anyone actually looked at your PC. because labor cuts meant only 1 person actually worked on old PC's during the day. if people complained about the delay.. we were told to charge them double & they could move to the front of the line... you do get better service with inhome agent but even they are on a timeless (usually no more then 1 hour per home so what work is done "instore"? data backup's before sending the unit out to service.. work that is done immediately (usually within 4-5 hours or the next day) Ram installs or new pc purchase installing anti-virus store managers get literally dozens of geek squad complaints a day.. the first thing they will do is pretend to be on your side.. to understand how you feel.. but state "their hands are tied" and to contact the corporate office 888 best-buy.. anything to get you out of the store.. when you call the 800# .. they will either give you the run-a-round or tell you it's the store manager you need to work with.. regarding writing to Executive management of Best Buy. I never met Brain Dunn (retail ops) but did speak with Brad Anderson (Chairman) during an onsite visit years ago.. in my personal opinion the executive management hasn't got a clue what's going on in the actual stores.. it's all about new store openings, expanding into China . Geek Squad launch in London.. what company to buy next.. or what wallstreet thinks. if they were really intouch they would have one company executive dedicated to dealing with customer issues and website like this one.. and prevent people from filing with the attorney general office. by trying to resolve issues immediately.. they would indivual store managers accountable & never allow an issue to be escalated to the corporate office... but since most managers bonuses are based on sales numbers that's what rules. training is really non existant for geek agents.. they will claim to have 7am meetings once every few months but most of these are focused on how to sell more geek services - the online elearning training most store managers give the answers to employees or wont give uninterrupted time to study.. and since 95% of geek agents are "part-time" (40hrs one week the next 22hrs, the next 35hrs) best buy won't pay for certification classes, continuing education or even benefits (medical, dental vacation etc) for these part-time workers who work basically full time the resolution to your issue will probably be this.. someone from the executive resolutions dept will call you apoligize they will yell at service center to fix it right this time.. (doublecheck thier work) you'll get the unit back and maybe a $20 gift card for your hassle. I would also suggest taking advantage of the 1 free laptop battery offered in the PSP.. I agree I wouldn't let a Geek agent (or a best buy installer) anywhere near my home.