Geek Squad "propietary" tools?

[anonymous Mac Tech]

What was supposed to cost my mother $0 wound up costing her $300, her customers trust and some personal information. Moral of the story? Geek Squads guarantee is worth as much as the stuff you flush down the toilet.

I wouldn't necessarily count that as a strike against GS seeing as the professional thing to do would have imaging and wiping the drive before sending to them in the first place. We send laptops to Apple all the time do to the fact if they need more than one part we can order the parts but it negatively affects our service scores. So if we have a laptop that we know needs more than one part we send it to Apple. But first we give the customer the option of us imaging their HD and even wiping, then restoring when the machine comes back if the data is vital and confidential. Because even though a drive isn't bad, Apple will wipe or replace a drive at their discretion. But Apple will reload a clean OS most of the time.

 

[JosephLeo]

I wouldn't necessarily count that as a strike against GS seeing as the professional thing to do would have imaging and wiping the drive before sending to them in the first place. We send laptops to Apple all the time do to the fact if they need more than one part we can order the parts but it negatively affects our service scores. So if we have a laptop that we know needs more than one part we send it to Apple. But first we give the customer the option of us imaging their HD and even wiping, then restoring when the machine comes back if the data is vital and confidential. Because even though a drive isn't bad, Apple will wipe or replace a drive at their discretion. But Apple will reload a clean OS most of the time.

I would almost agree with you, BUT...once again the computers compared to cars argument fits my point of view.

Imagine you go to an auto-body shop (Computer Repair Shop) and you need some work on a certain part (laptop screen). You pay the shop, and then 2 weeks later you come in to pick it up, only to find that they decided to run diagnostics on your car (Computer) and decided to swap out your engine (Hard Drive) because they thought it was corrupt all without asking your permission to remove it in the first place or without informing you that they're even removing it. And then they decide that they fuel injector (OS) is not required and the will charge you for parts & labor (OS & Installation) to replace them if you want it back.

You're going to be ****** no?

 

[Skyhooker]

Here's a quote from an email a happy client sent out to about 30 friends:

He fixed four computers for us for less than the price of buying one new one. Two of these computers were said to be ruined and not worth repairing by both Dell and Best Buy, one of which was a Dell laptop that my daughter spilled pop all over


The other was a Dell laptop with a power jack that had worked its way loose from the board. Actually, GS was more than happy to fix it - by replacing the mobo to the tune of more dollars than a new laptop cost. A "fix" to them doesn't seem to go beyond just swapping it out in most cases.

 

[anonymous Mac Tech]

I would almost agree with you, BUT...once again the computers compared to cars argument fits my point of view.

This has nothing to do with computers compared to cars. Its like leaving your wallet sit in plain view on the passenger seat of the car when taking it in for service at a high volume big box repair facility and then being ****** off/surprised you wallet is gone when you get the car back?

And then they decide that they fuel injector (OS) is not required and the will charge you for parts & labor (OS & Installation) to replace them if you want it back.

You're going to be ****** no?

What does parts and labor charge have to do with warranty repair? Not understanding the point you are trying to make and why it cost her $300? If anything she was charged for not being prepared? You had a backup of her data. I do think at least GS should have loaded an OS and I personally take better care and responsibility of customers data than the mail-in depots do. BUT, the fact is the corporate repair structure does not under any circumstances assume any responsibility for customers data. That's why when we have to take that route with customers laptop we let them know the precautions and take steps to insure there are no surprises. According to Apple, we don't have to especially since they don't have to, but we do. Some customers who have super sensitive data will wipe the drive themselves before even sending their machine to us. In my opinion if I was helping a client, friend, family member facilitate a mail in warranty repair and I know they have sensitive data, I ensure they have their drive imaged or image the drive, I wipe the drive (35 pass wipe if they are that paranoid) then restore the image when the machine returns. You really can't blame the corporate repair structure if you don't know how the system operates.

 

[Tweak]

GS also used Eurosoft for the bootable diags as well in case anyone wants to check them out.

 

[Newbie]

I have played around with the MRI 5.1.0 and MRI Customizer 3.8.1 and EuroSoft software. It is a way I have researched the competitor.

Edit: On a side note. Does anyone have any idea on the other tools that the other guys use? Firedog and Staples.

 

[NickCat11]

Don't hold me to this but I believe Staples uses this http://www.pcdservicecenter.com/index.php?_s_icmp=repair_tech

 

[JosephLeo]

Damn automated systems. Even a monkey can do an agents job if the system has autorun enabled.... /rant

 

[TekSiDoT]

Damn automated systems. Even a monkey can do an agents job if the system has autorun enabled.... /rant

Playing the devils advocat here: If there's an automated system that can perform low-level hardware diagnosis within a few minutes, what's so bad about it?

You still have to know what you're doing as ther're plenty of problems that will keep us scratching our heads trying to fix it, no matter how good that post-card is.

I consider it on the same level as doing manual malware versus letting MBAM and his companions do his job. It makes sense in some cases, whereas using a kit might well empty that bench with a row of PCs a lot faster.

 

[Bloogen]

Don't hold me to this but I believe Staples uses this http://www.pcdservicecenter.com/index.php?_s_icmp=repair_tech

I will confirm they do and it doesn't do much.

 

[NickCat11]

I will confirm they do and it doesn't do much.

Thanks for the confirmation

 

[KK_KK]

i have personally worked for Staples as an Easy Tech. They do use PC Doctor and they use a custom Norton app that prints out info such as infections, lack of memory, internet security, temp files, etc. All this in order to sell the service and to sell the Norton product. they also have an agreement with Spysweeper. I heard Staples spent millions in making the custom Norton app. imho, wasn't much to look at. it sure did list a load of info in order to sell the service and products well

 

[SThompson86]

The whole program they use is a custom built all-in-one program called the 'MRI'. For malware removal they use something called F.A.C.E (Facilities Accuracy, Consistency & Efficiency), which runs automated scans with :
- Kaspersky Antivirus
- Panda
- McAfee VirusScan
- Trend Micro VScanTM
- Webroot System Analyzer
- Spyware Doctor
- A-Squared

The best part is that it can all be run from a vistaPE style bootable environment, whilst still being automated.
If you have any more questions feel free to ask

I just downloaded this Geek Squad stuff. Is there any pros to using this? I really like the automation, especially these memory and board tests. I dont know I was just wanting to check and see if this program is junk or some what ok to use?

Thanks

 

[Newbie]

I just downloaded this Geek Squad stuff. Is there any pros to using this? I really like the automation, especially these memory and board tests. I dont know I was just wanting to check and see if this program is junk or some what ok to use?

Thanks

I agree with the automation sweetness but it isnt "ok" to use there tools. I knows it all over torrents but you cant use it on customers comps. It is a tool made by Geek Squad for Geek Squad. Depending on where u downloaded that copy, it does phone home. (just fyi)

 

[SThompson86]

I agree with the automation sweetness but it isnt "ok" to use there tools. I knows it all over torrents but you cant use it on customers comps. It is a tool made by Geek Squad for Geek Squad. Depending on where u downloaded that copy, it does phone home. (just fyi)

Gotcha, Yea it did download a bunch of updates before it started. I guess I better trash it. Pretty neat stuff though.

 

[SThompson86]

Is there anything similar to this that would be ok for me to use?

 

[dmurphy315]

That MRI is a great tool, to bad geek squad doesn't know how to use it... LOL

have had 4 desktops come to me from customers that took them to best buy, and wanted a second "opinion", all 4 the customers said they were disgnosed at best buy as "bad motherboards". but all 4 showed post screens, and was able to enter bio's settings,,, so don't know where geek squad was coming from on that....

all 4 were fixable,,, bad memory modules.

one of the desktops had the best buy MRI disk still in cd drive..... LOL.
(they left it in the desktop)

the MRI disk does have a expiration date programmed into it of 10-21-2010 though. but since found as a torrent file, no expiration date, and does not "phone home". im mean what they gonna do anyway, send the geek squad looking for me.

 

[ATTech]

That MRI is a great tool, to bad geek squad doesn't know how to use it... LOL

have had 4 desktops come to me from customers that took them to best buy, and wanted a second "opinion", all 4 the customers said they were disgnosed at best buy as "bad motherboards". but all 4 showed post screens, and was able to enter bio's settings,,, so don't know where geek squad was coming from on that....

all 4 were fixable,,, bad memory modules.

one of the desktops had the best buy MRI disk still in cd drive..... LOL.
(they left it in the desktop)

the MRI disk does have a expiration date programmed into it of 10-21-2010 though. but since found as a torrent file, no expiration date, and does not "phone home". im mean what they gonna do anyway, send the geek squad looking for me.

The geniuses over at Geek squad programmed the MRI disk to read time locally, so a simple change in the date on the computer makes an expired disk usable again.

 

[SThompson86]

the MRI disk does have a expiration date programmed into it of 10-21-2010 though. but since found as a torrent file, no expiration date, and does not "phone home". im mean what they gonna do anyway, send the geek squad looking for me.

I have the one from Soldier X. I used it once for the diag software.

 

[GaPazz]

"Special tools" my ass. Maybe special to noobs and end-users but it's just the same generic stuff we in the business use.

Reminds me of the old Calgon commercials from the 1970's (for those of you old enough to rememeber) "Ancient chinese secret":

http://www.youtube.com/watch?v=2yW6vObBOVE

If you are over 40 you have probably heard the phrase "Ancient chinese secret" countless times (at least in the USA).

I remember that commercial, man I'm getting old.