Best Buy Informative - NONSENSE CONCERNING GEEKSQUAD
NEW JERSEY -- The fact is I work for Geeks quad my rate is $13.50 That was starter pay. I do know how to troubleshoot hardware and software properly. I can repair a mother board. And I do have a lot of customers who have nothing but respect for me and my team. I live in jersey. Let me explain a bit more about Geek Squad services not from a agent perspective but from a tech perspective. Heres how it works day to day. Theres usually about 6 people at a time wanting to have their computer checked out. Obviously we cant leave customers waiting for more than 10 min. We can't have our whole team in the front because there are machines already in the precinct that need to be repaired ( turn around time in Jersey for my store is 3-5 days max.) So the idea is you greet the customer listen to there problem, check machines physical condition, then try to quickly diagnose not fix the issue.
Meaning try to get to the root of the issue and offer services that will fix the issue and boost overall performance. If they accept we then have them fill out proper paperwork and explain that we will call them only if we need to ex they paid for a diagnosis and OS repair (removal of viruses and malware) but diag shows that the hard drive has failed both read and write tests. Then we do call and tell them that the hdd is bad and offer to install a new one only after they have agreed to pay for it.
Other wise they get a call when the job is done. (3-5 B days ). Yes sometimes things are not in black an white. For instance a customers unit boots up to the os not found screen. Yes it could be a f*** up in the bios. Yes it could be a detached cable (pc only) but I cant sit there and do work for free. Once they agree to the diag. ( Which costs 59.00 And takes max. Of 48 hours. We will get to the bottom of the issue.
Another thing you need to understand is that when a unit is sent to Geek Squad city ( the factory like repair center) repairs can take a maximum of 4 weeks depending on what parts are needed. But usual turn around time is 2 weeks. We have nothing to do with your unit once it leave the store. Ex once the unit is out of our hands there is no way for us or you to contact the service center except via escalations and other work e mails. Yes sometimes things do go bad. Ex (unit gets sent back with a defective mobo), you see instead of waiting for the part that you need. U, the customer constantly calls the store harassing us that you cant live without your unit. So after 3 escalations. The svc tech gets frustrated and swaps your mobo with one from a similar unit. That has passed basic diag. So you get your unit back.
Aren't you happy wrong a week later it dies again. Who's fault is that. You don't want to wait for the job to be done properly even after I have personally warned you of what could happen. So you got what you deserve. You think you would be more understanding when you came back. Wrong!! You throw a fit and make a scene only to get the laptop shipped out again but this time you did not call not once.
You know I'm sure that there are some Geek Squad employees that are incompetent at best. But to talk as much trash as people do is not right. Agents do not get paid on commission or to upsell.
How ever we do know what the budget for the day is and care about best buys revenue(at least most of us do)so if were down for the day and there a sale on ram, how is it wrong that every machine I inspect to be running very slow running xp on 256 megs of ram I offer an upgrade of ram. I don't see that evil in that. Im doing my job as a tech.
Another great tip if you can fix your own PC great I'm truly happy for you thats one less thing to worry about but don't go around trashing GeekSquad because they didn't choose your application or because your a tech for apple. If you can do it then don't bring your machine in your wasting our time. If you have questions which a lot of people do we always give the tech perspective on the issue. Like I said our pay is not based on what we make you spend.
If you want an agent to come to your home go online and get a price list. Come to the store for an in depth explanation. The fact is when you deal with a call operator they might not be to keen on the different complex services and pricing. Maybe its there 1st week. Or maybe you aren't clear enough. On what you need done.
Fyi - you need to do one of two things two get hired mostly all stores require a + cert but if you don't have that but have a credible amount of exp. Then during the interview they will quiz you on questions dealing from troubleshooting to very technical questions (relative to the a+ exam). So no not just anybody can become a Geek Squad tech.
Another fun fact,we do not steal your info. Yes I heard that it was done a year ago at some store . But that was an isolated incident. I personally that no tech be hired under the age of 21. I feel that the incident was a result of pure immaturity. But nothing like that has very happened in my store. I hope if you do need the service that you consider Geek Squad as an option. Some services are pricey but remember the prices drop substantially if its in store. If you feel you can fix the issue then attempt it. After whats the worst that can happen. When you feel cornered and boxed in come in to Geek Squad, And talk to an agent