pc-wiz
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Found this online: http://www.scribd.com/doc/21527/Geek-Squad-Handbook 
Geek Squad Handbook
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iisjman07
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Just so you know this is pretty old. I think this is 'pre-sales men are more important than techs' era
TriadPCSolutions
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true looking at that it appears to have no mention or logo of best buy at all. So most likely predates when bestbuy bought them.
JW The Computer Guy
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Believe it or not I found it quite informative, so I downloaded it for reference
J-Bob
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There's actually a few good nuggets in this document- but a tech who's been in the business for at least a year will probably be going leaps and bounds above the level of G$'s service.
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I checked it out, says it was last updated in 2004.
I love the last line...
If repairs were completed and verified using the full diagnostic suite and the post-op was performed and noted then there is no reason to power on the computer and show the client that it is functioning appropriately. If client requests to have unit powered up at that time power up the machine and demonstrate proper operation.
I have "side by side" service, almost all computers in the shop get a start up when they are dropped off and when they leave. People really like the 10 minute consult I give them before they go, see how things are running and it saves me future calls.
I love the last line...
If repairs were completed and verified using the full diagnostic suite and the post-op was performed and noted then there is no reason to power on the computer and show the client that it is functioning appropriately. If client requests to have unit powered up at that time power up the machine and demonstrate proper operation.
I have "side by side" service, almost all computers in the shop get a start up when they are dropped off and when they leave. People really like the 10 minute consult I give them before they go, see how things are running and it saves me future calls.
NeutronTech
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haha nice. Did you make a copy?
kats22
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I worked for the GS for almost 10 years (well, many of those years we were "Best Buy Services" before GS). That paperwork is from Best Buy but is quite old as pointed out. Much has changed in the way they work on PC's.
From my years and years with the company I can tell you a few things about how they do things and why they do and don't work.....
The NUMBER 1 biggest problem with BB/GS is the hiring process! When GS rolled out we were considered a seperate entity from BB, for very good reason! That only lasted a short time and as soon as BB management took over, it all went south. They are more interested in people who can sell their services than hiring people who can actually repair computers. I was one of the few people (out of 17) that could repair computers. I worked in the back of the services area and ran that particular area for many years. I had the choice of who I had working on computers, and I helped schedule them. Now, many stores do not do this! They let every CIA work on computers. I could not let that happen. We would have more than half the computers come back for re-do after re-do if I allowed that.
Number 2 is the pricing structure. As most of you know, their price points and higher than almost all other companies. They SAY its because people are paying for the "expertise" that is provided. This is not true, for the most part. (see number 1)
I worked with many extraordinary technicians that ultimately cared about the customer and did their best to fix their issues right the first time, as I always do. But, the majority of people employed by them are not qualified in any way to repair any computer problem.
Its very sad. I believe that if they had kept all the BB management/corporate morons away from the GS business side, the business structure would be completely different.
Sorry for the long post
Adam
From my years and years with the company I can tell you a few things about how they do things and why they do and don't work.....
The NUMBER 1 biggest problem with BB/GS is the hiring process! When GS rolled out we were considered a seperate entity from BB, for very good reason! That only lasted a short time and as soon as BB management took over, it all went south. They are more interested in people who can sell their services than hiring people who can actually repair computers. I was one of the few people (out of 17) that could repair computers. I worked in the back of the services area and ran that particular area for many years. I had the choice of who I had working on computers, and I helped schedule them. Now, many stores do not do this! They let every CIA work on computers. I could not let that happen. We would have more than half the computers come back for re-do after re-do if I allowed that.
Number 2 is the pricing structure. As most of you know, their price points and higher than almost all other companies. They SAY its because people are paying for the "expertise" that is provided. This is not true, for the most part. (see number 1)
I worked with many extraordinary technicians that ultimately cared about the customer and did their best to fix their issues right the first time, as I always do. But, the majority of people employed by them are not qualified in any way to repair any computer problem.
Its very sad. I believe that if they had kept all the BB management/corporate morons away from the GS business side, the business structure would be completely different.
Sorry for the long post
Adam
kagman
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Hey Adam . Great insight into BB/GS. I used to work for Compusa years ago and sad to say that they where the same. The techs I met where great but management was more the money then taking care of the customer. The price structure changed over the years to the point where they nickeled and dimed people out of there money. Guess all the tech retail chains are the same.
