1. because they started out small doesn't make them better now and i will continue to slam 'em
Why slam a competitor? Period.
2.people aren't forced to take their machines there, they think they are getting better service since it costs more, and as you write its a big company.
How is it Geek Squad (or Best Buy's) fault that because they can afford to advertise and create such a strong image that it's bad business? I've personally read dozens of customer surveys submitted and the only fault we usually had was that we are slower than they expected. Since 2009 began, our average turn time is 2.63 days. Considering we have on average 20-40 computers in for SOFTWARE-related repairs (not counting the dozens just for hardware or for the time spent with customers at the front), that's not bad.
3.you admit that the majority of agents are under qualified, thats great to know, that should be brought as a class action suit against them.
Every Geek Squad Agent is required to pass a 3-part test before they are hired. Anyone can pass a test through memorization but I bet you'll be the first to admit. You don't learn how to deal with customers, remove malware/viruses/spyware/etc, or other unique tasks through books like the MCSA/MCSE courses/certifications. When I say they are unqualified, they know what they are doing when it comes to computers but I've never read a CompTIA A+ Certification or Microsoft MCSA/MCSE certification book that talked about malware removal or how to use HijackThis! or any other tools that 99.9999% of experienced PC technicians use. Geek Squad develops their Agents through this and I said most, not all.
In my store specifically, we have around 10 technicians. My supervisor, my assistant supervisor, and myself were the only ones I trusted to do the job 100% perfect every time. NOW, after a lot of the other technicians have been here, learned and developed as technicians, I'd trust 8 of the 10 technicians.
What about the last 2? They know enough to talk to customers and answer questions for customers so they are always on the counter, not in the back room fixing.
4.you say people are paying for grok squads "advice" which advice do you mean, the "nuke" or some other crap that involves paying more and more money.
We charge for services, not our time. That's the main reason, in my opinion, customers like to utilize Geek Squad over independent technicians and companies. Geek Squad Agents easily are smart and knowledgable enough to answer 99% of our customers questions in a way that they can understand and that benefits them. I've never seen one of my old co-workers lie to a customer about what the problem was or what they needed.
5. yes my company has made mistakes but we own up to them, unlike geek squad that just claims everything is OK.
Show me a case where Best Buy or Geek Squad did not own up to our mistakes. (888) BEST-BUY or (800) GEEK-SQUAD. Customer has a problem with something an Agent did in-store or in-home? They'll take care of it and do more to benefit the customer, even if it's at the expense of the store (or home store) of the Agent.
PS. did you join technibble just to post this post?
No, this was coincidently the first post I wanted to talk about.
