kanehi

July 06, 2010 at 4:51am

When I go into the store and see them open and line up all the laptops for these optimizations.  Sometimes I see them not returning all the pamplets that were included in the package and on occassion even discs!  I'm curios what those discs were.  They were mainly HP's and they use one brand antivirus program.  I bought a Gateway laptop and the antivirus they installed was going to expire in 15 days!  The laptop must've been in the shelves for a while for the antivirus to be expiring since it was probably activated when it was installed!  I was just curios how they can reseal a box when they already opened it.  I see a roll of seals and they stick right back.  Isn't a broken seal mean it's considered used?  And if they do reseal it when it's brand new considered fraud?

MyWayNYC

January 19, 2010 at 7:19am

As i have been advocating for years, "Build your own PC". Who knows what these creepy lil dudes are planting in your system! 

AKA T'Challa Prince  Of Wakanada

DogPatch1149

January 12, 2010 at 8:00am

They gave me some of my best customers when I had to fix their "fixes".  So, now it's only Geek Squad, and they still reliably give me customers.

Most are astounded when I charge them a reasonable price, spend a couple of hours tweaking, peaking, and housecleaning, and they have a machine that runs the way it should.  Hell, they even get a sheet with instructions on how to keep the system updated properly, and if they can't or don't want to follow that, I'm glad to come back (again, for a reasonable price) and do the work for them.

They want people to be sales first, then technicians?  If that isn't a gigantic red flag to a potential customer, I don't know what is...it's like being a car salesman before becoming a mechanic.

OvenFresh

January 11, 2010 at 7:12pm

I wonder if they mean the same Future Shop that is popular in Canada? Oh well, they are owned by Best Buy too.

pcpraxis

January 11, 2010 at 5:43am

Once they open the box and turn on the PC/Laptop it is now used and it
should cost less. I have been there and all that was avilable was
optimized laptop. So what they don't charge you for "optimized" you now
have a open boxed used laptop. For all you know it could have been a
demo for a month.

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strokercrate

January 08, 2010 at 11:50pm

lilburtonboy7489 you say that if there isn't a non optimized pc available then best buy will give you one that is with out charging? Maybe rules and regulations are not universal in the best buy chain because at the best buy i shop at they would not allow that and did not allow that for me. I picked a laptop out and they said "all we have is optimized" I said no im not paying for it i want one thats not they said "we are out sorry if you want this one you will have to pay for optimization" So i refused the laptop. Went home and ordered it online and had it shipped to my house it was a u81a.. Second laptop samething said all they had was optimized i said no they said well you want pc must pay for optimization i said nope. This time was a little different. This time they went and looked again pulling out the rolling ladder/stairs and searching and found one that wasnt optimized so i bought it. So in my case no they would not sell it to me because they were out of the non optimized versions. Btw since its bestbuy having their desktop/laptop's configured with all that bloatware on and then charging to take it off? Seeing how you work for them. You don't think thats a little bit of a scam? Why not just pre-configure it with a clean install and maybe a few neat tools that some people like, instead of all the bloatware?

lilburtonboy7489

January 08, 2010 at 12:32pm

This is the first time I have read poor journalism from you guys. It doesn't change my opinion that you guys are absolutely fantastic, but I wish I could say the same about this article. 

First, I will start off by letting you know I work at Best Buy as a Pc Specialist. While I don't agree with everything we pitch at customers (Such as Norton is the worst AV ever, CULV processors are only slower than the regular Core 2 when the pc is not plugged in, recovery disks are unbelievably painful to make, etc...), a lot of the claims here are simply not true.

I'll start off with forcing people to get optimizations in order to get a sale price. That does not happen. I'm sorry, I should say that it is not Best Buy's policy (There are certainly rogue salesmen due to us having a lot of freedom at the register). This is what actually happens: We "pre-setup" 40% of our computers that are of average price. Of course, there is variation. We aren't going to setup the same amount of $349 Acer laptops as the $799 Sony's.

Now these setup PCs either have 1 of 3 services done to them. They are either a) Optimized b) Optimized and Recovery Disks made c) Optimized, Recovery Disks made, and Antivirus installed and configured.

If someone wants a setup with none of this done, yet we only have setup ones available, then we simply GIVE it to them for free. Of course if we have already installed the AV we need to uninstall it, but that's all. Otherwise we give them the optimization for free and give them the recovery disks. This happens a lot. And really, it's a heck of a value to the consumers if we only have setup computers left.

Now, about the optimization being crap. That's not true either. Would I pay $40 for it? Hell no, because I know how to do everything they do. But since I think we all agree that value (prices) are purely subjective, you cannot say "That is not worth it". Every individual values goods and services at different amounts. Those who feel it is worth it, get it. Those who do not, do not get it. Simple as that. And I have never heard a salesmen say you get a 200% increase. We are told to pitch it as 20%. Now I don't know how accurate that is, but if you buy a Toshiba with 4 items running in the tray at startup, I could see that as taking a big hit on your 2 or 3GB machine. 

And we don't just remove icons from the desktop and install updates. We take off all of the junk programs, and also delete the registry values as well. On top of that, we do additional registry tweaks to make things quicker yet. Then we install any windows updates which do NOT all install automatically. Of course everyone on this site knows how to do that, but 80% of customers we deal with would NEVER do it themselves. These are very important updates as we all know, and Best Buy wants to make sure that everyone has the best protection. We do not push it on people that we know are capable of doing it themselves.

Same for making the recovery disks. At least 80% of the people that come in to Best Buy would never make recovery disks. Not only are they unaware, but they would have no idea how to do it. They wouldn't even know what kind of disks to buy. How is it so awful to offer a service as crucial as this to customers? We are giving them the choice, that's all.

I don't think people understand our customers. If I ask someone what version of Microsoft Office they have, the most common response is "I'm not sure, I think I have XP". 

Are you suggesting it would be better for us NOT to offer these services to customers like this? If your problem is the price, that's just silly. Claiming that the value of this service is intrinsic and universal for all customers is crazy. Lack of information changes the value, there's no doubt about that. But there is an advantage of learning about technology, ie you don't need to get these services. For for those who have no invested their time into learning about technology, they don't have that advantage and are willing to pay the price for it, usually happily. Do you guys at Maximum PC have the same gripes over Mechanics (Assuming you are not too vehicle savy)? Last I checked, they can charge around $75-$100 per hour. A fellow mechanic would see that as a ripoff because he knows how easy it is. A nerd like you or I feel differently. 

MaximumMike

January 07, 2010 at 3:06pm

Sorry guys but i've been building my own boxes for about 12 years now. I've fixed countless computers for countless people both professionally and as favors. I also did a stint with the Geek Squad part time for about 2 years when Best Buy first obtained it. I currently work in a support role where i support in the neighborhood of 10,000 workstations and connect to 40 or 50 of them every day. I can honestly say that in my time I have noticed that ordinary people dont bother updating their workstations... and GOD HOW I WISH THEY WOULD. I could go on and on about things I despise about Best Buy, but I've got to say their optimization isnt one. I'll give you its over priced. It shouldn't be more than $5 in my opinion, but that's how they make their money. I used to run a cellphone store and bought chargers wholesale for $1 and have never seen one of them go for less than $15 anywhere. That's how retail works, services and accessories come at a premium price. I dont agree with the price, but everybody in retail does it, not just big box stores like Best Buy. But why do I like the optimization? Because people are stupid and they dont take care of their own stuff. Normally I wouldnt care, but alot of these people are the reasons why bot nets are so successful, and therefore are to blame for spam in my mailbox. I did a few optimizations while working for Best Buy and I can honestly say I never noticed a workstation running any faster when I was done. But what I did see was a workstation that had the most recent security updates which most people don't download and the last time I checked are not set to download automatically by default in Windows. I also saw workstations with alot less preloaded crap ware. The best way to get a computer infested with spyware is to teach the end user to use and look for more crapware. I dont know how may times my mouth has dropped when I saw the absolutely idiotic ways many people browse the web, mindlessly clicking on gawdy flashing links to malwarecentral.com. Take it from someone who has observed the computing habits of thousands and thousands of people first hand, the kinds of people who buy computers from Best Buy are dumb. They do stupid things with their computers and we all suffer as a result. Ask any hacker how easy it is to phish for credit card numbers and why identity theft is so common. Hackers arent smart, computer users are dumb. Anyone ever see the movie Idiocracy? Thats how people with computers are, anyone with average intelligence can take advantage of them. I applaud Best Buy for having the good sense to remove crapware, install updates, and run registry hacks that make workstations boot faster. If manufacturers were doing this stuff in the first place Best Buy couldn't charge for it. So is there much to it? No. Is it easy to figure out? Yes. Will people take the time to figure it out for themselves? No. Is it worth $40. ABSOLUTELY. If you paid Best Buy $40 to run optimizations on your computer, thats your fine for years of ignorant computing and for contributing to the bad habits that have made the internet such a hostile place, and in my opinion $40 is too cheap. Furtheromre, the part of this article about being muscled into buying an optimization in order to get a discount is bogus. The Best Buy guy was telling the truth when he said they would have sister stores move an existing computer over to his store if they wre out of stock. Best Buy did it all the time when I worked there. Try going to Target, WalMart, Lowes, GoldSmiths, Macy's or any other retail store and asking if they'll drive an out of stock item over from another store. Heck, you'll be lucky if they can even get you the number of another store that has the item instock. In all fairness to Best Buy, they are better than most retailers in the industry when it comes to how they handle out of stock items. I've been over to New Egg a few times for a hot open box item, only to find it sold out with only the OEM item sitting there at nearly twice the price. The truth is that supply and demand dictates that good deals will run out before everybody that wants one gets one. There are a trillion and one reasons why I hate Best Buy (most importantly their salesmen are dumber than their customers), but you guys completely missed the mark on this one. Your article couldn't be further from the truth.  Thank you Best Buy, for pulling every low down under handed trick in the book in order to get stupid people to use some measure of security and restraint with their computers.

Trooper_One

January 06, 2010 at 12:38pm

This 'service' would've been useful years ago, if they actually removed bloatware, install Microsoft Update and all updates, installed the essential basic apps like Adobe Reader, Flash, Java, anit-virus, etc... (even to this day, smaller outfits won't do).

But the question is, do they actually do all of this.  Looks like it's a no.

Raggart

January 06, 2010 at 7:37am

All-in-all, nothing your average user can’t do on their own.

Not true. I do house calls for computer repairs and you won't believe the number of PCs I had to update because they were lacking critical security updates. We're talking pre-SP2 XPs and pre-SP1 Vistas. If the computer is not configured to apply updates automatically, if there is even a single pop-up about updating (which most people will close automatically without reading) then updates won't be applied. And sometimes that can be an issue.

I have met several users who did not know how to uninstall software. They gladly paid me 40-50$ to uninstall software that was bugging them and update anti-virus definitions even after I suggested to show them how to do it themselves. I agree with randy133 on this: most "average" users don't want to be bothered with learning how to use a computer efficiently; they want the computer to work, period. If they have to pay someone to achieve this, so be it. But they don't want to change the way they see or use the computer.

As for Best Buy's optimization, I have bought a few laptops off of them over the years and I always was able to get a brand new "unoptimized" computer without hassle. Getting it without an extended warranty or without a pricey software package (anti-virus, MS Office, etc.) proved to be more trouble but what do you expect. These multinational chains apparently don't make a lot of money selling computers - but they do selling extended warranties.

iusepc

January 06, 2010 at 12:02am

First of all, there are a lot of unwanted trial programs on computers to begin with. Optimization actually removes unwanted trial programs from the computers and eliminates the pop-ups of "Norton" and other Anti-virus programs. This is great for the novice user, who would gladly appreciate the 39.99 service. However I see the point of others who say that it is not needed. And the service is not needed to set up a computer if you know what you are doing, but for those who don't it can be a real time saver, it also ensures the computer works out of the box, if there is a problem, then you can blame Geeksquad :-) and they will gladly fix the issue.

TimberWolf

January 05, 2010 at 10:23pm

I applied for a job at the local best buy for a position in the Geek Squad. However they pretty much said i was over qualified for the repair job and didn't know enough about sales. By the way in order to get a spot in the Geek Squad you first had to work sales. It didn't matter if you actually new anything about computers but just that you new how to sell them. At the very least they where honest with me.

randy133

January 05, 2010 at 10:06pm

I work for best buy's geeksquad and have way more experience then is required to do this job. (8 years repairing computers, 4 year degree + many other small certs)

I work at geeksquad for fun because i like helping out people! I have a very nice manager who lets me do anything I want (due to the fact that I know more then him) So i FREQUENTLY tell people how to fix malware on there own, how to setup there own computer, how to install there printer.... + much more... And guess what !!!! THEY GET MAD AT ME!!! lol I have been reported to Consumer Relations MANY MANY TIMES (best buys corporate devision for handling customer issues)  

 

I have finally found out why... People gladly come into my store, tell me there pc is broken, when i offer to tell them how to fix it in EASY TO UNDERSTAND instructions they rufuse, I collect whatever payment is required for the job, fix it, then send them home then they go home and bitch about it online later...... I think it just gives them something to do so they feel important!

 

I have worked with MORON geeksquad agents before, and we usually have them fired within a few weeks to a few months but sometimes they can do crap wrong so thats what im thinking happened here.

 

All optimizations should be NEVER charged to a client if they dont want to pay for it (BTW if they dont pay for it we dont warranty the work so if they ever need the os reloaded we wont re do the optimization, they bitch about that too lol)

IF you dont want a geeksquad agent touching your computer at all, and all we have left is optimized computers i will GLADLY have a manager pick up a BRAND NEW IN BOX system from a close by store and have them bring it in for you the next day. OR if its early in the day we can have one brought to you SAME DAY, OR!!! we can sell you the computer (same day) and you can pick it up from another store same day

 

Thats quite a FEW ways to make 100% certain your happy!!! 

 

1 more thing to rant about, maybe all you people SHOULDNT BASH THE OPTIMIZATION SO QUICKLY, i deal with cocky "technicians" all day long that think they know WAYYYYYYYYYYY more then me. They always tell me they will go home and setup there computer themselves WAY better then i ever can, yet i see them back a few months later wither either a malware infection because they are using crappy AVG or better yet NOTHING AT ALL, or there harddrive has failed and they have never created the os disks, so i tell them they have to order them from the MFG and wait 1-3 weeks to get them. I have also frequently gotten into heated debates with I.T. GURU'S who think they know there S#!T, Just today i had a guy who screamed at me beacuse his brand new pc which he JUST turned on was infected, and how horrible of a company best buy is blah blah blah (he thought we infected it) low and behold when i turned on the computer i was greeted by the trial window of norton greeting me .... no infections.... Client was screaming up and down that his system was infected by this fake program.... i had to break it to the client that norton is probably the biggest antivirus program in the world, and if he didnt know what norton was he shouldnt work on computers.....

 

 

Also i had a client who said he was a Network Security Admin, He told me his antivirus software had expired and told me he was looking for a good recommendation on a router.... I asked him why he needed to tell me about his expired Antivirus software... he told me flat out "are you a moron or something" everyone knows you dont need antivirus or antispyware software if you have a router.....

 

 

I kid you not

 

 

I Actually want to make a book of all the things i have seen as a GEEK, PLEASE PLEASE PLEASE go easy on us, We dont like our prices any more then you do, but there are the people that NEED US, Imagine trying to tell your mom to read the manual on her router to set it up (BTW MOST ELECTRONICS DONT EVEN COME WITH MANUALS ANY MORE)

 

People need geeks LOVE US WORSHIP US!!! j/k 

 

stin

January 05, 2010 at 9:06pm

The author of this article (and the Consumerist) clearly show a lack of knowledge with regards to Best Buy policies. The retailer makes it quite clear to it's stores that customers do not have to pay the service fee if the pre-setups are the only computers left in the store. This is clearly an issue of individual stores and not Best Buy as a whole.

tom_stone

January 05, 2010 at 8:51pm

I shop at Best Buy when a price is lower than Fry's, same or lower than shopping online or I just plain need it right away. As far as computers I have purchased several low priced $400 laptops, none with extended warranties or extra services offered, I'm glad they didn't force the extras because I'm an IT person and I build my own rigs, both PC and MAC, for gaming, video editing, photoshop etc. The only problem I once had was my last purchase of a $400 Toshiba laptop, I was told they had no more $400 Toshibas but had the $520 Toshiba, it was the same model but had installed extras. I said I don't need those extras because I was upgrading from an older desktop. I forced the issue with the manager, they told me the software was installed, I told them to restore the laptop, restoring the laptop would remove all their extras. It worked, I got the laptop I wanted, they got back their sheet of paper back explaining all the extras they put it. About laptops needing warranties because they break right away, I have never had to bring in a laptop for repair less than 5 yrs old, any laptop that broke on me died of old age. My MacBook is another story, after only 1 month I had to return it to Apple for a new touchpad, I thought that aluminum unibody was sturdy, I'm not so sure now. Here's an extended warranty story, years ago when the Blu-Ray HD wars was going on, I got a Samsung Blu-Ray from CC for around $800, I got the extended warranty I think for $40, good for 3 years. The month the warranty was up, the player went belly up, I returned it to CC and they kindly told me they no longer carried that model and would have to give me the newer one which now only sold for $289! So with almost $500 of store credit I also got another player that I gave as a gift and an ITouch ;-) RIP CC. So I think extended warranties are only good for stupidly expensive purchases.

DOOMHAMMA

January 05, 2010 at 8:29pm

I was looking at GPUs in best buy and the laptop section is right on the other side, and this couple came in and asked the manager which netbook he recommended. There were four netbooks side by side where they were standing, and he pointed at the Lenovo and said, "This isn't any good, I never liked them anyway. This HP, howevr, is a really good buy."  Thankfully the couple said they would be back later (I didn't stick around to see if they did and what they bought) and left. I then crossed over to see these netbooks, the Lenovo was the only netbook with more than 1GB of ram, the fastest processor of the four, and the biggest hard drive. I nearly fell over at the managers inability to read the product description, and if he did, his iniability to comprehend what he was reading. Every time I enter that store I am unimpressed. This is why the only PC stores I have ever liked aren't multinational chain stores.

Metalmorphasis

January 05, 2010 at 7:12pm

But, I suggest learning the ins and outs of everyday computing as soon as possible, or you will all be at the mercy of the geek squad as well as your pockets! Also, try building your own PC and maintain it as soon as you get good. If you can't even do that for yourself, or even someone else(or don't want to)you probably don't even deserve one.

wkstar

January 05, 2010 at 6:55pm

Extended warranties are for laptops. Laptops break so often it is crazy.

Quakindude

January 05, 2010 at 6:53pm

I love it when places like Bestbuy get hammered for their stupid shit. This is what happens when there's so few competitors in this market segment. 

Also though, I hold the consumers responsible for getting ripped off. It takes blissful ignorance and a lack of self education that leads to wide spread abuse such as Bestbuy's "optimization" bullshit.

So in closing, I find not only Bestbuy to be guilty of fleecing the public, but I also find the public guilty of happily standing in line, plugging in the shears for their own shave.  

MaximumPC Moderator

***The views I express are my own and do not represent the views of MaximumPC Magazine or Future US.***

scgamer_99

January 05, 2010 at 5:23pm

While i admit to buying from best buy, it is things like Flat screen tvs and movies, but resently i bought my asus laptop from them, for the price there was nothing better, but i did not let any one of those geek dweebs touch my baby i made it better my self. I would rather build my own laptop but its just not feasable for the price ocz and msi want for a empty kit.

gsxrmike04

January 05, 2010 at 4:38pm

cleaning conditioning writing developing transferring and fusing

colinjm0517

January 05, 2010 at 4:15pm

 I advise the people I know to NEVER take their computers to Geek Squad unless they want to lose money and end up with a computer that is even worse than it originally was. When I went to Best Buy to get Windows 7 Ultimate, I couldn't find the full version, only the upgrade (I used to run a beta of Windows 7 that couldn't be upgraded unless I buy the full install and nuke and pave). I explaned that I was running a beta of Windows 7 and need the full version, but instead of saying that they don't carry it he said "Buy the upgrade and put the product key from the upgrade in in place of the beta one". Apparently he didn't realize 1. that will NEVER work 2. that key is ONLY vaild for Windows 7 build 7600 (final) not my old build, and 3. IF that WAS EVEN POSSIBLE then instead of the RTM files I would still have the beta files on it therefore defeating the purpose of buying the RTM build. I hate when they lie like that just to make a quick sale. If I did follow those instructions, then I would not be able to return the upgrade and I would be out $220. I asked someone who wasn't wearing a geek squad logo on their shirt and they said that they never stocked it and that it was online only. So I went to Microcenter (which is farther away from my house) and bough it without a problem. Now, Don't complain to me for going to best buy, I only went there because I thought they had it and that it wasn't too far away (btw, search google for "geek squad complaints" and click on some of the results and read the stories, some "geeks" are about as good with computers as a 2-year-old)

Windows 7 is the King of all Microsoft OSes