GeekSquad, the well marketed, much advertised, but seldom recommended tech support team at BestBuy is no stranger to bad publicity. A GeekSquad agent was recently caught video taping a client in the shower. Prior to that they were sued for using unlicensed software by Winternals.
Now it seems current and former agents are joining the chorus. GeekSquadSecrets.com (registration required) has some interesting information. For example, a new “agent”, Johnny Utah. He’s not an agent at all, but is simply a remote connection to techs in The Philippines and Malaysia. Plunk down $199 to have a virus or other malware removed, only to have the tech connect it to a remote connection, walk away and then collect your money?
The Consumerist, has a particularly long and inflammatory rant from a former GeekSquad employee (anonymous). Among the claims:
The person you see wearing the shoes, the ties, the badges, the pants, the socks, and the shirts in BestBuy stores everywhere are ever more likely to be a salesperson, rather than someone with an ability to repair your computer.
This agent was instructed by a manager to delete evidence of a computers use, from an obviously used computer (including a virus) and represent it as new.
The GeekSquad contract was used as a shield to quickly format and delete all data (documents, pictures, contacts, etc) on some systems that could have been repaired. The data didn’t need to be lost.
The procedure taken to catch up on the computers was to take any computer currently in line to be fixed, or being dropped off to be fixed, and–if it had a software or operating system issue–wipe it, and reinstall Windows. Then, when the customer was given back his or her computer, an agent would inform them that due to an error, their data was lost.
The lawsuit by Winternals created a list of “approved software” that may severely limit the ability of an agent to repair a system.
Infect a computer with a virus that has a simple one-click fix tool, bring it to a Geek Squad, and ask them how much to fix it. Maybe offer them the program and say you think it may help?
Thought you deleted those private pictures/video of your girlfriend, wife, significant other? Maybe thought you didn’t have to worry because the agent would us professional digression. Don’t worry, an agent will find them, and store it to a standard issue thumb drive to be shared later.
If there were a competition between a Playboy editor, a photo lab technician, and a voyeur for the person who has seen the most random pictures of naked people… the only way any of them would win is if the Geek Squad agent was late to the contest.
This was from an anonymous poster, and should be taken with a grain of salt. However, it seems clear from browsing the Internet that all is not well in GeekSquad land. Shall the geeks still inherit the Earth?