Geek Squad Complaint - $70 Spent For An Incorrect Diagnosis
CRANBERRY TOWNSHIP, PENNSYLVANIA -- I brought my desktop into the Geek Squad because I was busy at work and really didn't want to deal with fixing this computer. At the time that I dropped off the computer, I reported that the hard drive was producing a registry error. I provided receipts for all of the equipment (computer purchased 06/07 at Best Buy and hard drive purchased 12/09 at Best Buy), and was told that if the hard drive proved to be faulty something would be done to provide a replacement hard drive. The Geek Squad engineer with whom I spoke recommended the $69 diagnostic repair would take care of the situation. I was told that I would hear something in three days. By the time that I returned home, I had received an email providing a case number. Three days later, I logged into the web site to find that my case had been closed two days previously and that the computer was ready to pick up. No phone call, no contact of any sorts. I called the store, and the engineer who answered the phone could not provide any explanation about why I wasn't contacted. But, he did report that the outcome of their work was that they diagnosed a BAD hard drive. Additionally, he went onto to describe the cost options that I had for replacement. When I questioned him about the fact that the hard drive had been purchased at Best Buy a few months before, he said that I would need to take it up with the manufacturer to obtain warranty service. Two hours later, I arrived at the store and picked up the computer. The computer was no closer to being fixed that it was three days before. I was simply out $70.
At this point, I really didn't want to spend my time working on fixing this computer, but felt that I had no other option. Once I got it home, I went to the hard drive manufacturer's web site and downloaded a utility that allowed me to repair the drive in less than an hour. At this time, it's working perfectly. Total cost for the repair (excluding the $70 I wasted at Geek Squad) - $0.
I feel like I received NO VALUE for the nearly $70 that I paid Best Buy. I did not need a diagnostic service, as I reported the type of hard drive problem (registry error) to the Geek Squad engineer when I first brought the equipment in. I needed someone to spend an hour, like I ultimately did, to get past the hard drive error and fix the problem. I explained that to the engineer at drop off, and he was completely confident that was the service that would be provided. In fact, he collected Windows and other driver disks from me to have when they corrected the problem (as it turns out, I didn't need to reinstall anything when I fixed the problem at home). If that service wouldn't be provided, why did he sell that service to me???? Here's the best part of the whole scenario - The 'expert' diagnosis provided by this diagnostic service was COMPLETELY WRONG!!! For $70, the Geek Squad provided the wrong diagnosis. The hard drive is, in fact, NOT BROKEN and does not need replacement. If I had believed the Geek Squad, I would have spent additional unnecessary dollars on a replacement hard drive that didn't need to be replaced.
But, why would that surprise me after this experience? Pardon me for being so naive. It just took a little while for me to catch on....
Lessons learned for me from this experience:
1. I have learned that I need to take the time to perform my own computer diagnostic and repair activities, and I have no need for Geek Squad. I can deal with the computer equipment manufacturers myself, thanks to the web and a telephone. Thanks for reminding me!
2. I must be an expert (though I didn't think of myself as one before) and will consider myself one from this point forward. I must be one because I was able to fix a problem when Best Buy's Geek Squad couldn't even they were being paid to. As of today, I am providing expert computer diagnosis and repair to as many of my family and friends as I can. And, unlike Best Buy, I am doing it for free. That way, when the occasion comes that I can't fix a problem, I can step away saying 'You got what you paid for' - something that Best Buy can't say to me in my recent experience with the Geek Squad.
3. I have learned that the word 'expert' is thrown around much too freely and that the meaning of the word varies. At this time, my opinion (and that which I will be sharing with all of my fellow IT co-workers) is that the Geek Squad is 'expert' at collecting revenue and providing not much in return.
4. Never buy a diagnostic service where the service accuracy isn't guaranteed!
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