This doesn't look good for us *$20 Geeksquad services*

[vdub12]

Staples right now is offering this for $99 a year.

I overheard a tech at Staples the other day tell a customer that "HE" (Meaning the customer) had to order a restore disk for his computer. He said it takes 4 to 6 weeks to get it and its the only way they could work on the system. I guess Staples has never heard of OEM disks.

I talked to the customer outside the store after he left and found out that he had bought the computer 3 weeks ago from that Staples and apparently Staples only covers there computers for 2 weeks. I looked at the computer and I agree with the Staple diagnostic that it probably had a bad hard drive. I could not confirm it though because I did not have my tools readily available in the Staples parking lot. I gave him my card and told him to call if he needed any help. I even offered to be a middle man with Toshiba support for him because Staples claimed "HE" had to call Toshiba support, that they couldn't because Toshiba will only talk to the owner of the computer, which is also BS. I handle warranty's all the time for customers. I have never personally dealt with Toshiba but I get warranty parts from Dell for my customers all the time and I have also worked with HP and ASUS. Believe it or not ASUS was the hardest to deal with but it wasn't because I was not the computer owner, it was because there support people kept filling out the paper work wrong and I had to keep calling back. It took two months to get a eeepc keyboard sent to me under warranty, and I had to put a deposit down on it, which honestly I don't mind doing. In this situation the customer would have been happy to just buy a replacement keyboard but there where not available even from ASUS. The only option was warranty. I think that was stupid because ASUS obviously had them but would only send them out for warranty, you could not buy one outright. Note to self, Don't buy eeePC's.

Manufacturers don't care who is doing the work as long as they don't have to they are happy to send you the parts to repair the computer. Its a win win, I make my standard labor, the manufacturer does not have to install the part, and the customer does not have to deal with the manufacturer. Every ones happy.

 

[RegEdit]

tech at Staples the other day tell a customer that he had to order a restore disk for his computer. He said it takes 4 to 6 weeks to get it and its the only way they could work on the system.

LOL. Staples doesn't keep any Windows CD's on hand at their repair shop. Unbelievable. AND they charge people $99 a year for this disservice.

 

[MrUnknown]

I overheard a tech at Staples the other day tell a customer that "HE" (Meaning the customer) had to order a restore disk for his computer. He said it takes 4 to 6 weeks to get it and its the only way they could work on the system. I guess Staples has never heard of OEM disks.

You are only allowed to use manufacturer supplied methods to reinstall an OEM copy of Windows onto a machine. Doing otherwise is a violation of the OEM agreement the user has agreed to. This is probably why Staples, and really any other large company like this, requires the customer to aquire the disks. There is no real reason they can't do it on their behalf, but legally they aren't supposed to be using a generic OEM disk. Seeing how they work on a huge amount of computers, they are a target for Microsoft to enforce their licenses.

 

[RegEdit]

You are only allowed to use manufacturer supplied methods to reinstall an OEM copy of Windows onto a machine. Doing otherwise is a violation of the OEM agreement the user has agreed to. This is probably why Staples, and really any other large company like this, requires the customer to aquire the disks. There is no real reason they can't do it on their behalf, but legally they aren't supposed to be using a generic OEM disk. Seeing how they work on a huge amount of computers, they are a target for Microsoft to enforce their licenses.

99% of people never create backup discs when they get a new computer. So does Staples and Geek Squad always do this same dog & pony show in which they need to order a recovery CD before they can reinstall Windows? How ponderous!

I remember someone saying in a forum that it's actually NOT illegal to reinstall Windows using any old CD (as long as the customer has a product key). Anyone know about this?

 

[ljtechservices]

99% of people never create backup discs when they get a new computer. So does Staples and Geek Squad always do this same dog & pony show in which they need to order a recovery CD before they can reinstall Windows? How ponderous!

I remember someone saying in a forum that it's actually NOT illegal to reinstall Windows using any old CD (as long as the customer has a product key). Anyone know about this?

I was always under the impression that as long as the product id matched the license key everything was good.
The media that the software was delivered on is (or should be) irrelevant.

 

[jbartlett323]

I was always under the impression that as long as the product id matched the license key everything was good.
The media that the software was delivered on is (or should be) irrelevant.

That is my understanding also. I can tell you that Microsoft does not care at all, as long as the key is correct and affixed to the box, thats why they give you a key! The manufacturer might care, but lets be absolutely honest: Toshiba, Dell, Sony, etc. have way better things to do than make sure you reinstalled using their disks. Plus, what monetary reason do they have to go after anyone? the pay-off would be less than the cost of taking someone to court...

 

[RegEdit]

Then I can't understand why Staples would need a recovery disc. Just incompetence I guess.

 

[gikstar]

Well, I hope GeekSquad gets all of the dial-up customers!

 

[vdub12]

You are only allowed to use manufacturer supplied methods to reinstall an OEM copy of Windows onto a machine. Doing otherwise is a violation of the OEM agreement the user has agreed to. This is probably why Staples, and really any other large company like this, requires the customer to aquire the disks. There is no real reason they can't do it on their behalf, but legally they aren't supposed to be using a generic OEM disk. Seeing how they work on a huge amount of computers, they are a target for Microsoft to enforce their licenses.

Any OEM license can be used with any OEM disk. The media used to reinstall the OS is irrelevant. The license is all that matters.

 

[MrUnknown]

Any OEM license can be used with any OEM disk. The media used to reinstall the OS is irrelevant. The license is all that matters.

According to Microsoft, this isn't allowed becuase the OEM license from Dell and such is different from a generic OEM license.

ref: http://www.microsoft.com/oem/en/licensing/sblicensing/pages/licensing_faq.aspx

Q. If I need to reinstall the operating system on a machine from a direct OEM (e.g., Dell) that my customer has brought in, how should I do this?

A. A customer who wants you to reinstall Windows must provide recovery media from the direct OEM, because the software is licensed to the customer for use on that PC by that OEM. You cannot use your own OEM System Builder media to reinstall the operating system, or any other version of media (e.g., TechNet, MSDN, Action Pack, etc.), because these versions differ from the original OEM Windows license your customer acquired from the direct OEM. A customer who doesn't have a backup copy of the software for reinstallation will need to contact the original OEM and request replacement recovery media; you can use that media to reinstall the operating system on that machine.

This is why Geek Squad, Staples, etc do this. As I mentioned, they are big and obvious targets for enforcement by Microsoft. It is unlikely we would be targets for enforcement.

The other way around this is to copy the recovery media that comes across your business, this is also illegal as you aren't allowed to make a copy of it. Again, highly unlikely we would be reported, but if GeekSquad was copying OEM disks from customers, Microsoft would probably sue.

 

[arringtondla]

I overheard a tech at Staples the other day tell a customer that "HE" (Meaning the customer) had to order a restore disk for his computer. He said it takes 4 to 6 weeks to get it and its the only way they could work on the system. I guess Staples has never heard of OEM disks.

I talked to the customer outside the store after he left and found out that he had bought the computer 3 weeks ago from that Staples and apparently Staples only covers there computers for 2 weeks. I looked at the computer and I agree with the Staple diagnostic that it probably had a bad hard drive. I could not confirm it though because I did not have my tools readily available in the Staples parking lot. I gave him my card and told him to call if he needed any help. I even offered to be a middle man with Toshiba support for him because Staples claimed "HE" had to call Toshiba support, that they couldn't because Toshiba will only talk to the owner of the computer, which is also BS. I handle warranty's all the time for customers. I have never personally dealt with Toshiba but I get warranty parts from Dell for my customers all the time and I have also worked with HP and ASUS. Believe it or not ASUS was the hardest to deal with but it wasn't because I was not the computer owner, it was because there support people kept filling out the paper work wrong and I had to keep calling back. It took two months to get a eeepc keyboard sent to me under warranty, and I had to put a deposit down on it, which honestly I don't mind doing. In this situation the customer would have been happy to just buy a replacement keyboard but there where not available even from ASUS. The only option was warranty. I think that was stupid because ASUS obviously had them but would only send them out for warranty, you could not buy one outright. Note to self, Don't buy eeePC's.

Manufacturers don't care who is doing the work as long as they don't have to they are happy to send you the parts to repair the computer. Its a win win, I make my standard labor, the manufacturer does not have to install the part, and the customer does not have to deal with the manufacturer. Every ones happy.

Hi vdub12, so I could call an OEM manufacturer to order their OEM restore disks (or any other part) for a customer?
I'm starting to slowly understand Microsoft's policies about licensing and I just thought how can I re-install an OS with out irritating a customer because of Microsoft? I would have to tell them they need to spend time calling a manufacturer, waiting for it to be delivered (they'll have to spend more money for faster delivery or just wait several weeks to get it), then call me again when they get it (or they could choose to do nothing and I lose their business in the process).
So if this is the case, then I could just be a 'middle man' like you said and order things like this via 2 or 3 day or overnight delivery and pass the cost to the customer?

Thanks.

 

[NETWizz]

The customer needs to provide the OEM copy.

If the customer won't provide it, you contact the OEM and they will generally over-night it to you like any other part. The media does not have to be returned unlike other warranty parts. This IS the only correct procedure.

If the system is out of warranty, the user will usually have to pay a Shipping & Handling fee to the OEM; it is only like $20...


The ONLY other option is to buy a Retail copy...

******************************************************

Here is where it gets interesting... in Enterprise (Business) environments, I have a volume licence to run Windows 7 Enterprise...

I can use my Volume licence in place of OEM licences included by Dell or HP, but there ARE restrictions... like it must have an OEM licence, too.

I have to put a lesser version on or the same. In other words, if I get OEM licence versions with Windows 7 Pro from Dell, I can't install windows 7 Enterprise...


Here is what most people think:
If I have an Enterprise Agreement for Windows 7 (Available for Pro or Ent), I can just install it anywhere through my organization... ===>NO

All Volume Licenses are upgrades... usually done as CLEAN installs or imaged. You cannot legally buy a PC without a licence and attach a volume license to it. You must first buy a full license (typically an OEM license with a new PC purchase) and then use the Volume License to upgrade to the VL version you purchased.


In other words, I have to Buy systems from Dell or HP with Windows 7 Pro or Windows 7 Enterprise stickers... If the Dell or HP machine has a sticker for Windows 7 Enterprise, I can run either Enterprise or Pro. If it has a sticker for Pro, I CANNOT run Enterprise.


Likewise, I can run older versions. i.e. If a system come in brand new with a Windows 7 Enterprise OEM sticker from say Dell and I want to Run Vista Business, or Windows XP Pro.... Microsoft is fine with it... The reverse is NOT true.


Yes, a system CAN be wiped and installed clean with Volume Licensed Media.

 

[Mushin]

Well. All I can say is that I have been doing this for years already and I know that the stores are not setup well for providing the "support" in the store. They are setup for providing the online support though.

There are not many details in their offer so time will tell... The break down in price seems to be this

$69.99 one time setup Plus $20.00 per month for a total of $309.99 per year.
The service requires a 6 Month minimum term so the minimum total is $189.99 which is only $10.00 off of their OS repair/Virus removal Service price of $199.99

Essentially they are "hiding" their service fee in a subscription model and banking on the added revenue for the added 6 months. The $69.99 setup price holds the customer" hostage to their service because if they don't renew after the 6 months I am sure that they next time they will charge the $69.99 again.

They are powering their "service" with 3rd party labor from SupportSpace.com and I can tell you that the 3rd part labor can leave a lot to be desired.

When you goto the order page you get

You are on a site hosted and operated by SupportSpace.com according to its terms and conditions. Services will be provided by GeekSquad and/or an authorized 3rd party technician. The information you provide will be handled according to its Privacy Policy. The information you provide here may be shared with Geek Squad and handled according to the terms of its Privacy Policy.

I think there is enough information here to propely compete and keep customers informed of the "real" cost of the service.

 

[Tony_Scarpelli]

My last two out calls had Geeksquad portfolios in their computer desk.

 

[Encrypted Existence]

I personally believe they will do well with this considering most people that use their services don't know what they don't need in the first place.

 

[Tony_Scarpelli]

They have offered this for several months and I have not heard of anyone using it. I am sure there are some but it is not competition for what I do.

Most of my customers do not want to be on the phone with a guy talking through technical issues. Most of my customers say how much? when? Fix it.

The people who would sit on a phone for an hour or two with a tech are really not my customers.

 

[joshuaxadam]

A good percentage of my jobs come from Geek Squad screw ups. Thanks GS for the continued business!! haha I don't see this being an issue in my area atleast..From what I have seen the GS "techs" out here are a joke and hardly posses any technical background.

 

[Mushin]

Keep in mind their sales strategy for this...

They are currently raming up here is in the US for the Holiday Season and they will be really driving the services side of their business. It will be a focus to sell this on New PC purchases so that will be a primary method for gaining subscribers for the service. There are other sales dynamics such as when people take their broken comp into the store or when they call GS for problems.

The question that I am pondering is do I call attention to it with a comparison on my site or do I just "ignore" it as far as marketing goes since I am already positioned well to complete against it?

I think that is the question many of us should be looking at... everytime we as an industry call attention to Geek Squad it can actually backfire by giving them more exposure.

 

[phaZed]

I was in Best Buy yesterday and overheard a GS associate say to another GS associate "..have you used the new MRI disk? It's great, It even does the report at the end now so we really don't have to do anything!"

Wonderful! They don't have to do anything now! Not even the final report! Hooray!

 

[Tony_Scarpelli]

A good percentage of my jobs come from Geek Squad screw ups. Thanks GS for the continued business!! haha I don't see this being an issue in my area atleast..From what I have seen the GS "techs" out here are a joke and hardly posses any technical background.

I raised my prices to about 75% of Geek Squad when they came out so I owe them a thank you.