Dell gives Geek Squad the Thumbs Up

With the recent announcement of Dell selling its PCs at Best Buy, many began to wonder who would be responsible for the Tech Support. It turns out that Dell has authorized both the Geek Squad and Best Buy to provide support for the Dell systems purchased there. All Dell products sold through Best Buy will come standard with a 1-year warranty, a return policy of 14 days, and everything would be handled according to Best Buy's policies. Extended warranties are also to be purchased through Best Buy. For the rest of Dell consumers, this (hopefully) means there will be less congestion on their Tech Support phone lines.

View: Dell Products at Best Buy

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Usually when i go to someones house to fix their computer (family / friends / friends of friends ect) if I charge atall it is usually very low and people seem literally shocked that I removed x amount of whatever off their computer for such a cheap rate.... most people are used to paying hundreds to get someone to their house to run a routine virus / spyware scan...

Fugi said,
Usually when i go to someones house to fix their computer (family / friends / friends of friends ect) if I charge atall it is usually very low and people seem literally shocked that I removed x amount of whatever off their computer for such a cheap rate.... most people are used to paying hundreds to get someone to their house to run a routine virus / spyware scan...

Do yourself a favor and value your time more. Unless you're just looking for experience and have nothing to do, if you can fix people's computers in a way that they become more educated and enjoy your company and their computer you have a very valuable talent. BTW if you are using someone else's software legallly to make money you have to pay for a comercial license for it, which would drive your cost of doing business up, along with business insurance in case a repair goes bad, and then what if someone decides to sue you if they claim any data gets lost? Yea silly things like that will drive up prices....

Fugi said,
Usually when i go to someones house to fix their computer (family / friends / friends of friends ect) if I charge atall it is usually very low and people seem literally shocked that I removed x amount of whatever off their computer for such a cheap rate.... most people are used to paying hundreds to get someone to their house to run a routine virus / spyware scan...

Great! Okay, so you charge what 50$ to remove a virus. Now take into account what GS has to pay to have the "Agents" in the field. Car Insurance, cell phone bills, car maintenance, car payments, people to schedule the calls, gas for the cars, the tools for the Agent not to mention the Agents pay. BBY has to charge that much so they can make a profit. BBY/GS is in the services market to make money.

Also, just because you use *free software* doesn't mean its legal to use to make money off of. Why do you think GS got slapped with a lawsuit from Sysinternals? But hey, ignorance is bliss, right?

If Geek Squad are thieves, so is everyone else. Look at firedog as well~ All these companies charge a rate at which the market bears. If no one buys services from them the prices will drop.

Mikee4fun said,
If Geek Squad are thieves, so is everyone else. Look at firedog as well~ All these companies charge a rate at which the market bears. If no one buys services from them the prices will drop.

The thing is that people ARE buying these services at these prices because of the simple fact that A) they do not want to to do it themselves, or B) they do not know how to.

Sure, Geeksquad charges some ridiculous prices on some things such as memory install, but if people KNEW how to install their RAM, they wouldn't be in the store asking them to do it in the first place.

You people have to remind yourselves that not every PC user is a savvy with their product. I would say that over 85% of PC users have no idea of how to repair their system or install certain hardware and that is what keeps the other 10-15% employed.

All this Geek Squad bashing is typical of a website filled with people who can fix their own problems mostly, though it is largely unjustified.

Yes, we charge $39 for RAM install (even people who know how to do it and know how easy it is sometimes don't feel confident putting it in for some reason, why its beyond me, but it happens). We also charge $199 to remove viruses and spyware (and no we don't use just 1 program, we use at least 10 with two or three passes on each one, we also have tools to help us get at the root of issues in the registry and more).

Our workers are also usually knowledgeable. This varies depending on which of the 800-1000 stores you visit employing the 10,000+ "Geek Squad Agents", but in any large group like that you are bound to find a percentage of bad apples.

It's funny how the stories bout incompetent Agents get much more play on forums and the internet than the stories of agents who took a computer from unbootable in any mode (safe mode included, blue screening within seconds of startup), repaired damage done by viruses in the registry, salvaged all the customer's important files, updated their software, had the computer running good as new, and even showed the customer how to resolve issues with 3rd party software installed that went above and beyond what they paid for.

Yet things like this happen fairly regularly. But I won't count on being praised here or on Digg or other sites where Geek Squad bashing stories get 100% of the coverage versus 0% for the Geek Squad success stories.

But that wasn't the main reason for my post. The main reason for my post is to say that if people think they are going to get free tech support like they can with Dell over the phone they are MISTAKEN.

Unless I have missed a meeting, we do charge for tech support. If you don't know how to use some software and want someone to walk you through it, you will be charged the appropriate training fees for help. The only thing you do get for free is repairs on the HARDWARE. A lot of has a misconception that 1 year warranty support includes someone showing them how to use their computer or taking care of software conflicts and viruses for free, which it does NOT.

(And it makes sense, if you buy a BMW at a dealership they will not teach you how to drive "under warranty")

I steer everyone I come in contact with away from GS. With the prices and support they give, the customer is just better off either doing it themselves or buying a new pc.

Considering I took several foul-up calls from Geek Squad users when I was doing phone support for Dell and also the few Geek Squad guys that called up themselves ... I feel sorry for the people that have to go to the Geek Squad for support.

Like every company there are good apples and bad. Geeksquad has great employees and some who should never have been employed. They have different levels of service technicians. If you where Michael Dell and the one to call the ball on a repair service company to repair your company sold computers who would you recommend doing factory authorized repairs?

Mikee4fun said,
With sales people like you is what spells doom to your company. You should sell to the customers needs. Not what you like.

they need a computer that works not one that keep breaking down. since we have started selling Dell 2 of the 5 displays have died. only 1 HP in 4mo's

Flae_qui said,

they need a computer that works not one that keep breaking down. since we have started selling Dell 2 of the 5 displays have died. only 1 HP in 4mo's

First I hear about the displays dying You sure you guys know how to use a computer? lol @ Acer which has practically no support and outrageously priced service charges. I got an Acer Ferrari a year back just for the looks and they wont even let me transfer the warranty if I sell it to someone.

the geek squad? lol what a joke

good for dell that there selling in retail stores
i bet it will boost there sales by large amount

As a former leading member of the "Squad". I can attest to Agents who had great abilities and could give many self-proclaimed computer gurus a run for their money...and I can also attest to Agents who had no clue how to use a PC much less repair one.

You can't throw the baby out with the bathwater on the GS. There are some Agents who are just plain bad and others who do some great and amazing work. It seems, though, as time goes by that the plain bad group has eclipsed the good group.

Back to the topic on hand...
This is perhaps the only way Dell can survive. HP has been working with BBY & the GS for several years now, including allowing any HP PC under HP warranty to be repaired by the GS (even if it wasn't purchased at a BBY store). This is a smart business move and means that Dell is finally ( ?! ) learning to play the game.


I agree. What a joke. I've been in I.T. consulting for over 10 years (with formal training and plenty of monkeying around) and have seen enough for me to steer anyone I know away from geek squad. I've heard stories of them charging ridiculous prices for simple things such as installing memory. I have another guy that I worked with had his parents bring their computer to geek squad (they live in another state so he couldn't help them) and ended up with a bill over $300 to clean up a few spyware items and uninstall programs that they deemed as unnecessary.

Sorry but it's wrong it charge someone $80 to install memory which takes all of 3 minutes or charge $15-$20 for every program you uninstall.

Tim Dawg said,
I agree. What a joke. I've been in I.T. consulting for over 10 years (with formal training and plenty of monkeying around) and have seen enough for me to steer anyone I know away from geek squad. I've heard stories of them charging ridiculous prices for simple things such as installing memory. I have another guy that I worked with had his parents bring their computer to geek squad (they live in another state so he couldn't help them) and ended up with a bill over $300 to clean up a few spyware items and uninstall programs that they deemed as unnecessary.

Sorry but it's wrong it charge someone $80 to install memory which takes all of 3 minutes or charge $15-$20 for every program you uninstall.

Sorry either they were not at a Geek Squad or they are mistaken.
Memory inst is $40 for as many chips in 1 machine.
There is no charge for uninstalling but that is included in the optimization $30 which also includes tweaks and updates. If you came in and only I repeat ONLY wanted unistalls done then it would be based on time to completion.

FYI most prices are avail on Geeksquad.com.

DrIndianaJones said,
As a former leading member of the "Squad". I can attest to Agents who had great abilities and could give many self-proclaimed computer gurus a run for their money...and I can also attest to Agents who had no clue how to use a PC much less repair one.

You can't throw the baby out with the bathwater on the GS. There are some Agents who are just plain bad and others who do some great and amazing work. It seems, though, as time goes by that the plain bad group has eclipsed the good group.

Back to the topic on hand...
This is perhaps the only way Dell can survive. HP has been working with BBY & the GS for several years now, including allowing any HP PC under HP warranty to be repaired by the GS (even if it wasn't purchased at a BBY store). This is a smart business move and means that Dell is finally ( ?! ) learning to play the game.

You don't think that the Geek Squad is a corporate attempt to turn what should be a decent paid career into a minimum wage job?