We Brought Our 'Dead' PC to Best Buy for a Diagnosis

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MUSIC:
'Oddity' by Flynthe & Kris O'Neil
Provided by Silk Music

[GregSalazar]

ADD: A few of you seem to think we "agreed" to a 10-minute, _free_ diagnosis. This was not the case. We would have given them the time and money they asked for. Kyle literally had my business debit card in his pocket. Instead, Geek Squad took the system back, rushed to misdiagnose it, and sent us on our way. They never offered to keep it longer and take a closer look.


Sorry about not being able to gather any footage inside! Florida two-party consent laws limited our options. Next time, we'll try something in a state where one-party consent laws exist. I also hope you appreciated my subtle country accents during the reenactment. This is the South, after all 😂

[GKx]

I used to work at Geek Squad. My team was pretty experienced and diagnosed problems easily. I guess it depends on which one you go to

[ritwiksarker]

The fact that the guy kept insisting to check the part number of the card for warranty instead of trying to just sell a card kinda makes me appreciate it. Besides, no 1 would expect the plug on PS side to come off randomly in a PC that has well managed tied up cables. It was a quick free checkup afterall. So yeah

[jasonpatterson]

I'm not saying that they did a great job, but honestly, what are the odds that a non-sabotaged system would have this problem? The cable was disconnected at the power supply, where it would never have had any strain AND there's a retaining clip to defeat in order to get it half disconnected as shown. For a 10 minute free diagnostic they made the call that would have been true in 999/1000 cases.

[johnmarquez]

I work at geek squad and I’m pretty confident in my team being able to find that issue simply because we have tester units, before we tell the client it’s a bad gpu we put in our own clearly here it will fail so we would move on straight to swapping power supplies which immediately will tell us the issue

[mattm]

I worked for geek squad (13 years ago). I worked in two different stores and the 1st store was great. Everyone was really knowledgeable and cool. I guarantee we would have caught this even with a 10 minute diagnoses as one of the first things we were taught to do was check all the simple easy stuff first like a cable not being plugged in. I’ve had a number of people I helped where they think something like their ram doesn’t work and you check it and see that one of them is not seated properly. The 2nd one was unfortunately not so great, everyone was cool but no one really cared about their job. I blame out manager at the time as he didn’t try to train anyone, didn’t care, and would sometimes make fun of the customer for not having basic knowledge about PCs. Not everyone is in to computers which is why they would come to geek squad. Sadly his attitude rubbed off on others and was a big reason why I eventually quit. So just know it really just depends on where you go and the person that’s helping you. Really like any job that provides a service

[coferniecus]

Does Kyle have a twin brother named Lyle Salazar?

[SuperHundog]

Also, they did not try to sell you a new GPU. They advised to go back to the seller, or to MSI to RMA the card. That's proper.

[hewitttt]

The fact the bestbuy guy told your brother that he could RMA the card I thought was pretty legit. Wasnt exactly telling him his only option was to spend money

[chrisonthedot]

At the best buy I worked at I remember Geek Squad being pretty skilled at pc builds and fixing different pcs. Most of them were steam gamers so it makes sense.

[ph]

Been doing Computer repair for 16 years. Not once have I ever came across this fault. Unfair and unrealistic

[jcrouse]

Also I credit them for not trying to get them to buy one and saying it may possibly be under warranty.

[TBomb]

Ok, so I'll give them a C- on this... While they missed the proper diagnoses, they didn't charge for the service and didn't try to pressure him into purchasing a card right then and there. I'll chalk this up to being pressured into quick turn around by corporate micromanagement.

[ToneRetroGaming]

Not defending Geek Squad but I hope no one thinks this is a fair way to assess their service as a whole, but I think many will anyway.

[makeshiftballer]

You did everything possible possible to try and make them look bad and then based your video off of one store. Smooth.

[royalblues]

It’s important to note, they’ll spend more time if you schedule an appointment. Walk in diagnostics are very often a quick overlook and free of charge without repair.

Although the Best Buy in my town has monitors they plug your PC into at the desk so you both can talk over the problem while seeing it.

[maddmethod]

In my high school networking course, teacher had a "physical first" mantra. which is to say, before you do _anything at all_, make sure everything is plugged in properly

[MSPaintDaily]

I was expecting them to say something like "well you try turning it off and on again?"

[TopFuelMechanic]

Yeah, at least they didnt charge anything, unlike some businesses these days

[HiFlyer]

I was the lead tech at a BBY store from 1996 to 2004, and left just after they bought Geek Squad.
Our store was consistently #1 in our region for repair time and customer satisfaction.
We even made a plaque and hung it on our wall that said "Our Goal is the Fastest Repair for the Lowest Price".
But after converting to Geek Squad we were told to trade some of that satisfaction for $$$ for the company.
The final straw for me was charging $60 for virus removal and $60 to run the recovery disk.
We were told to never try to recover any of the customer's data.