No, they are not ready to help, or at least not yesterday, when I gave the Geek Squad at my local Best Buy an opportunity to live up to its claims on the Best Buy website.
ProEthics had an emergency yesterday. Grace’s laptop, from which she runs our business, wouldn’t start; we couldn’t get the power to go on. We know we need to replace it because it is old and has been having hiccups more frequently recently, but the end-of-year cash flow being what it is, were hoping to deal with the issue in January. My son has the magic touch regarding all forms of technology and anything mechanical, but he was at work, and I decided that we should deal with the crisis without interfering with his life. My neighbor has maintained a Geek Squad service contract for many years (though her computer needs do not involve a business), so I decided to give them a try. A corner of the local Best Buy is devoted to the computer repair and service company, which they acquired some time ago.
There was a bad omen at the start: two people were waiting, and no one was behind the counter. “She said she’ll be back in a minute,” one of the customers told me. As you know, almost every establishment, doctor’s office, restaurant and retail business is understaffed now, thanks to foolish minimum wage increases and businesses trying to keep costs down with epic inflation by hiring fewer employees. Customer service is virtually extinct. Best Buy, which once was notable for its plethora of employees on the floor who could answer questions and guide you through your visit, has now joined the trend.
When the Geek Squad staff member on counter duty returned, it was not a smiling man or a women professionally dressed in the Squad uniform pictured, but a strutting young lady with her hair in a durag with some kind of big bow on top. She had false eyelashes so thick and long that she appeared to be in party attire, with extreme make-up.
Well, heck….I decided that if Geek Squad felt she was a computer expert, she was a computer expert. I tried to explain my problem, including that my business relied on this laptop and that trying to get it working was crucial, but she cut me off saying, “Well let’s plug this in and see if it starts.” As I tried to say, “Yeah, it’s been plugged in all morning and it won’t…” she left the counter again, leaving me gaping like a fish. She returned in about five minutes, saw no sign of life and said, “It’s dead, sir. You need to buy a new computer. They’re over there…” She started to leave again. I said, “Wait. I told you this was an emergency. If I buy a new computer, I need you to transfer the data from this one.” “We can do that, but it’s going to take two to four days,” she said. “As I said, this is an emergency,” I replied. “Can’t you do the job faster than that?”
“Sir, we have our people working on other computers; that’s the fastest we can be,” she said dismissively, and left again. I was going to ask for assistance in sifting through the options, but didn’t have the chance. I took back the laptop and left.
Well, guess what? When my son got home from work, he took the laptop and returned it a few hours later. It’s working fine.
Well…
Ethics Alarms 