I’ve been working on computer support for nearly 10 years now, ranging mostly from software support early, to hardware support and general system maintenance; detailing more than that would really bore you. Generally, I don’t work on personal computers during my private non-working hours time like I used to. Personally, I’ve always had trouble charging my friends and family; a majority of people that looked at me like Jesus Computa-Christ.
Even so, not only do I not care what’s on a computer, I actively avoid anything that didn’t relate to the problem I was fixing. It’s dead-wrong, and nothing of my business. While some experienced technicians say that it’s unavoidable, and that repair technicians will scan your files while repairing that particular computer, I question anyone that defends this. Sure, it happens; it would be naive not to believe that. But it doesn’t mean you’re relegated to that treatment. Furthermore, other technicians that accept this as status quo, continue to hurt the image of computer technicians like auto-mechanics over-charge, or lawyers selling their own children. Stereotypes.
So a bit of advice if you allow another to repair your system. Transfer your sensitive data off the computer entirely, or just delete it. You can’t hide files or protect them with passwords. Most of us are trained and experienced to find them. We crack passwords regularly as a means to servicing customers who forgot the password used to protect files.
At work, a coworker is dealing with a problem on their home computer, related to hardware and power. So he asked what we thought of Geek Squad. To be honest, I’ve never used them so I have yet to recommend them. I decided to take a look.
First thing I found (aka, Google search), was the lack of expertise within the Geek Squad technical department — as per an "insider" which figures as a former employee.
I have found that a majority of their Agents are rather ignorant about real tech work. Most of them only know how to run GeekSquad’s MRI CD and Customizer. Hardly any of them even use ESD (electrostatic discharge) equipment. And don’t believe the BS they tell you when they say “Our floor is specially treated for ESD”. That would only matter if you are wearing heel straps, which they don’t. Their prices are far overpriced. In some cased they charge double what their competitors charge.
The "Insider" goes on to point out that Geek Squad’s crew is primarily experienced with sales and customer service backgrounds. If you’ve ever met a tech, we’re generally bad at sales, though passable with customer service.
Earlier this year, Geek Squad was facing a lawsuit in Hennepin County Minnesota stating that "employees comb through personal files and sometimes copy lewd or other content over to their own personal flash drive."
The Consumerist ran a three-month investigation responding to complaints that ended with the discovery of a "Geek Squad Agent" copying data and porn from someone’s computer onto a "company-issued thumb drive". The piece continues that "according to reports from Geek Squad insiders alleging that Geek Squad techs are stealing porn, images, and music from customer’s computers in California, Texas, New Jersey, Virginia and elsewhere. Our sources say that some Geek Squad locations have a common computer set up where everyone dumps their plunder to share with the other technicians."
It’s clear that if you take your computer to Geek Squad, don’t expect your privacy to be honored.
One instance found a Geek Squad technician videotaping a 22-year old woman taking a shower, via a cell phone. “I couldn’t believe this was happening to me,” Sarah Vasquez said. “I felt embarrassed and dirty because he did this when I was naked.”
Likely in response to the general discovery that since Best Buy purchased Geek Squad that they’ve become the biggest fraud on the market — from my experience as a long-time computer technician — there’s an issue of unionizing.
Even so, the issue isn’t so much about privacy, as it is their terrible customer service and charge happy cha-ching phone rings.
Trouble with scheduling appointments | Unsecured wireless setups | Warranty, no warranty, you pay $130 | Changing Operating System | Worst customer service | Waiting, no fix, $266.43 please | More terrible |
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