Making The Geek Squad Look Good?

In hindsight, I should have turned and walked out before I even dropped off the computer. But I'd been strung along my another local service outfit and I really just wanted things taken care of. Still, partially my fault.

Let's back up. Although I'm pretty good with software issues, my business partner's notebook computer needed a to have the DC input jack replaced, something I thought was a bit beyond my skill set. The first guy I'd contacted was tremendously bad at returning emails and phone calls, co-mingled his business and personal posts on Twitter (which is how I knew that he wasn't even in town when we first wanted to get this computer fixed); it just didn't seem like it was going to work out.

So I took the notebook to a nearby place that is literally around the corner from my house. I asked when I walked in "can you replace the DC input jack on this?"

And that's when I should have walked out. Yes sure, they could do that, but I had to pay at least $99 for a diagnostic procedure, of which $20 would be applied to the actual repair cost. Again, my rush to get the thing fixed clouded my judgment. I declined the additional charges to backup the data and to "jump to the front of the line" ($70 and $60, respectively, IIRC), but went ahead and paid the $99. This was on a Wednesday, and I was told I'd probably get a call by Friday, so I figured we'd have the computer back by the next Wednesday.

The first call I got was the day after dropping the computer off. The technician had received the computer, but really all he wanted to do was try to upsell me the backup service once again. I said no, and I didn't think the data should be in any danger when all I needed was a DC jack replaced. I did get an email with information about logging in to their web-based tracking system, so that seemed like it would be useful. The next call didn't come until almost 6PM on Friday - it was just a guy telling me that the technician was looking at the computer and would call me the next day. Truthfully, I hadn't even thought about it too much, I figured since I didn't pay the line-skipping fee I was just in queue still. I didn't get a call on Saturday.

Monday morning, I got a call telling me about the same thing -- the technician was looking at the computer and would call me by the end of the day. Guess what didn't happen?

Finally, Tuesday morning the technician called me and confirmed that yes, the DC jack needed fixing (for an exorbitant cost!), and then went on to tell me about some extremely minor software - tracking cookies and such - and a "clean up" would cost $249. TWO HUNDRED AND FORTY NINE DOLLARS!!!!??!! Just fix the hardware issue, I said. The online tracking entry said "Larry seemed annoyed and said all he wanted was the DC jack fixed." Annoyed? Really? You think?

I spent the next few days checking the tracking system every once in awhile. Nothing new. Finally, at 10 to 5 on Friday evening, I got a call saying the computer was ready to be picked up at the 'round the corner location. "Great," I said, "what time do you open tomorrow?" Oh, they're not open on Saturday. OK, if I'd been home, I could easily have run out to get the damn thing, but when I got the call I was about to board an airplane in Kentucky. Still, if they'd told me earlier, or maybe updated their stupid tracking system, I could have arranged for somebody to get there on Friday afternoon. Especially since the invoice I received indicates a date range that ended on Thursday.

OK, so Monday at lunchtime I got to finally pick up the computer. The guy grabs it and hands it to me and says "you're all set." How could I be all set, I wonder, when I haven't yet paid for the repair. Oh, they just went ahead and charged the card I'd used for the diagnostic. WITHOUT prior notice or permission! OK scratch that, there's a bit at the bottom of the sixteen inch long receipt I got at drop off that lets them do this. Something that should have been pointed out more clearly? Hell yes. That same receipt says of the diagnostic service "Upon completion, RCG will provide a detailed report fo the analysis and suggested upgrades to increase performance." Still looking for that report.

The "power cleaning" included in the price I paid apparently doesn't extend to the outside case of the computer. For the three Benjamins (plus) that I spent, they couldn't spare a paper towel and a squirt of 409? I did turn on the computer to make sure it was operational before returning it to my partner; it was, but the battery was partially depleted. Again, they couldn't have charged it up fully, especially since it was taken in for a power problem?

Seriously, if I wanted to pay too much and jerked around, I could have gone to the Geek Squad. (No, not really; I would never do that).

But Richmond Computer Guy? Not recommended at all.