joepwpb
Premium
join:2000-12-15
West Palm Beach, FL
2 edits |  Geek Squad/Firedog /CompUSA: How Do They...??
First, I am not advocating using any of these services nor have/will I ever. I am trying to figure out how they go into a home/business and scan for virus and spyware (for any amount of money) and those scans can sometimes run for hours? Do they really sit there for hours and watch a couple of scans run?? I can't imagine these guys running a few scans on a drive with 200GB used without camping out in the customers home!!!
Any ex-Geeks want to share the "how do they do that"??
Joe P |
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Tuneraider
join:2003-05-21
Mckee, KY
1 edit | Not an ex-geek but I'm sure they find something to pass the time by. 
»Best Buy ramping up oversight of Geek Squad troubleshooters
In recent months, allegations have circulated on the Internet about agents copying pornography, music and alluring photos from customers' computers. Some bloggers now call the business the "Peek squad.
Four current and former geek squad technicians in three Best Buy stores told the Star Tribune that they witnessed co-workers pulling up customers' personal photos and urging others to look. Three of the four recall colleagues copying customers' photos onto DVDs and USB drives |
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amungus
Premium
join:2004-11-26
America
clubs:
| reply to joepwpb
probably run preliminary scans and tell the customers that their machine(s) need to be taken in for further service than can be completed on-site.
...being a forum full of knowledgeable folks, I doubt many here have actually had GS in their home/business, but some might... such people may also have some insight as to their performance. |
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jp10558
Premium
join:2005-06-24
Willseyville, NY
| reply to joepwpb
Well, for Geek Squad they would budget 2.5 hrs for a full OS cleaning, so they'd run several scans at once etc. They could also spend more time if the on-site tech wanted to.
I also saw on site diags with carry to store for cleaning and then drop off the next day if it would take a very long time.
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Opera 9.23(Build 8808); Windows XP Pro SP2;Athlon 64 X2 4600+; 2.5GB PC3200 DDR; 1M/128k DSL; NOD32(Version 2.5.25); Outpost Pro 3;Proxomitron 4.5j Grypen 5/23/07(Opera mod),GPG ID:0x0A1C6EE3 |
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joepwpb
Premium
join:2000-12-15
West Palm Beach, FL
| reply to joepwpb
Good ideas...
I also thought that they may use a line like, "Your PC is so badly infected with spyware that I have to do a full restore" or some other excuse to avoid the time consuming scans. Even if they state that they have to "take the PC to the shop" there is the the matter of additional travel and then when they get it to the store they still have to run the time consuming scans!!
Most of us on this forum have run these scans I refer to and on occasion have had to run a scandisk on a large drive so we know how long these processes run.
This is what puzzles me... how do they...???
Joe P |
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jbob
Reach Out and Touch Someone
Premium
join:2004-04-26
Little Rock, AR
 ·Comcast
 ·AT&T Southwest
| I can't precisely answer for them but it is generally known that in many cases it is simply quicker to reload an OS rather than spending hours scanning, cleaning, rebooting and scanning again to clear out some infestations. This can be problematic for the owner though as with an OS reload now they've got to reload all the others apps. And then there's backing up of data. Not exactly a quick job for someone to do on a house call.
Most places offer fixed pricing for certain repairs as this but it's easier to do them in house where you can be doing other things while scans are being performed, CDs installing, etc.
I'd still like to see someone "in the know" answer though. |
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jp10558
Premium
join:2005-06-24
Willseyville, NY
| Well, I worked at the Geek Squad (not in home though, but often talked to the in home people) till last December. So I can't talk about current practice, but basically they would use the following procedure (at least in my area):
1) Show up and determine what had to happen. This was $159 for about 15 minutes of on site diagnosis.
1a) If it was simple software issue they would fix it. This would be settings, showing someone how to renew DHCP lease etc.
1b) They'd determine that hardware was necessary. Offer to sell hardware if had part in car + install fee, usually $39. If not in car, offer to schedule another visit to do install @ $39 + hardware cost.
1c) They'd be back or determine it was a software problem, either OS corruption, Virus, Broken Norton install, etc...
2) They'd offer either a "repair" @ $259 total, so an additional $100 over the "show up and diag it" cost. This would allow 2.5 hrs total in time budget, but was flexible. Often on site techs would stay longer, or shorter depending on when they finished, so the 2.5 hrs was no hard limit.
2a) For this they had a bootable CD that would load a WinPE environment with various scans etc, they would run the ones they felt would address the problem. They did not always run all the scans, or the same scans, instead going for speed here. Then they would do quick tweaks and the like in safe mode, boot to normal mode and a spysweeper scan... So they'd wing it down to the least number of scans to save time but still have the computer running passibly well. If they were haveing issues, they'd offer to bring it back to the store for longer, methodical cleaning at no extra charge.
2b) They would try and sell software + install if needed for scans, so if you didn't have SpySweeper or Norton AV, they would offer to sell it to you. This was pushed pretty hard as it actually seemed to limit users coming back, except when SS or NAV broke lol.
2c) They would try and sell an Optimization for the OS, registry clean, temp file clean, registry tweaks. Think CCleaner... Then they'd fire up a defrag, leave telling the user once that finished it was done.
3) If it was something like a Norton install gone wrong, they'd usually charge a software install fee - $29 for a single Application,$59 for a suite. Then they'd try and fix it or just uninstall + reinstall that application.
3a) They would also often suggest an Optimization or cleaning in addition to this.
Also if pressed for time, they often would schedule a second visit, leave some long scans going and then either call for scan results from the user, or come back later in the day to look at it again. In the interim they would be visiting other customers.
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Opera 9.23(Build 8808); Windows XP Pro SP2;Athlon 64 X2 4600+; 2.5GB PC3200 DDR; 1M/128k DSL; NOD32(Version 2.5.25); Outpost Pro 3;Proxomitron 4.5j Grypen 5/23/07(Opera mod),GPG ID:0x0A1C6EE3 |
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MagMan
Life is simpler when you tell the truth.
Premium
join:2003-10-01
Westlake, OH | What a racket indeed.  |
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jefflisa2
join:2003-05-21
Everett, WA
| reply to joepwpb
I am a Firedog In Home Technician. Generally on an inhome for Virus and spyware removal we do a basic system analyzer with webroot to see how bad it is to start. From there, if it isn't really bad, we finish the job at the home with various tools and scans. If it is indeed really bad, which it usually is, after all they wouldn't have called, then I usually take the computer into the shop and they finish it there. Some spyware comes off much easier if you can pull the drive and put it into another pc to do the major cleanup, and then do more stuff after all of it is done. We then take the computer out later that same day, or next day depending on when the service was started, and hook everything else back up. We also of course advise people of the software to prevent it from happening again, and what habits that make you more prone to attack. |
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MysticGogeta
The Robot Devil
Premium
join:2005-03-14
League City, TX
clubs:
·Comcast
| reply to joepwpb
Of course there is always people who want little or nothing to do with staying on top of protecting their computer hince why their services are needed. I laugh when people take computers to these kinds of people that over charge the hell out of them.
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Team Discovery-Join the fight |
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joepwpb
Premium
join:2000-12-15
West Palm Beach, FL
| reply to joepwpb
Great replies, "jp10558" and "jefflisa2" !!!
That is what I was trying to determine.
I have a couple of other questions but cannot post at this time. Please return to this thread for an update.
Thanks again to you both!!
Joe P |
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Jeffrey
too dark too early
Premium
join:2002-12-24
Dix Hills,NY
clubs:
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1 edit | reply to jp10558
What does GS do when they have to reinstall Windows on an OEM machine (Dell, HP, etc.) and the customer doesn't have their install CDs. Do they just use an OEM copy of Windows and put in the code of the side of the case and then perform an activation?
I wonder if GS has ever encountered any customers with pirated XP installations on some home built machines.
Edit: Now that I think about it, I'm sure they have.
--
"When you get lost in your imaginatory vagueness, your foresight becomes a nimble vagrant."
[blog] - I don't have to like Bush to love my country. |
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BosstonesOwn
join:2002-12-15
Everett, MA
clubs:
·Comcast
| I was on vacation last month , a pc I had built for my grand mother was on the fritz, so her all knowing son ,my uncle (but I don't like to admit it) called geek squad.
I having purchased 10 XP licenses knew that the copy was good. They decided to tell her it was pirated and proceeded to run tools showing her the cd key differed from the certificate that was on the side of the box. So they wanted to charge her $160 for a version of XP home, and it was a discount off the higher priced item in the store.
I came home to my grandmother asking why I used pirated Windows XP. Hmm last time I checked my licenses where good and my oem key was still good. So I go over and look luckily she hadn't bought the discs. I told her my uncle was an idiot for getting GS out there.
They had written down my OEM key (I could see it on the pad they wrote it on, they pressed hard and I could trace it out with a pencil.) 3 weeks later I get a nice call from MS stating my oem key was being revoked it was found on the internet and was found on multiple machines by a repair company. Yet the oem key is what we use to install on volume machines that leave the shop ! That is what they make the volume keys for !
I asked MS to read my license agreement they did and I had not violated it in any way. They sent me knew oem keys and a cd with XP and service pack 2c or something along those lines. The jack off who was at the house probably whored out my oem cd key because it didn't need activation. I checked the systems from top to bottom I used it on and not a one had any virus issues or even spy ware. The key was less then 3 weeks old when this happened. It's starting to get sickening dealing with these rejects. It seems most are nothing but monkeys who think they know their way around when they are nothing but scum.
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"It's always funny until someone gets hurt......and then it's absolutely friggin' hysterical!" |
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Jeffrey
too dark too early
Premium
join:2002-12-24
Dix Hills,NY
clubs:
·Optimum Online
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·magicjack.com
| What bothers me most is the dishonesty. Some people are better performers than others in the work environment for whatever reason; pay, incentive, motivation, "gumption", etc.
But dishonesty is what really gets me fired up because the blatent thievery is just absolutely inexcusable. I don't know how some people sleep at night, I really don't.
--
"When you get lost in your imaginatory vagueness, your foresight becomes a nimble vagrant."
[blog] - I don't have to like Bush to love my country. |
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BosstonesOwn
join:2002-12-15
Everett, MA
clubs:
·Comcast
| Some people don't feel bad about theft. Because it don't hurt people they know. Same way with mp3's and movies. People just don't feel bad for anything because of their morals.
It's life , you deal with it and try and move on to where you can deal with it and clear it from your mind about how dishonest people can be in general. Then when you meet the honest folks it is just that much nicer to know them 
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"It's always funny until someone gets hurt......and then it's absolutely friggin' hysterical!" |
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jp10558
Premium
join:2005-06-24
Willseyville, NY
| reply to Jeffrey
Well, for a long time we would keep copies of OEM discs for the machines we sold, and use those if possible. If not we'd use a retail XP disc with their code if it accepted it (Oddly enough occasionally it would, maybe they bought retail and slapped the sitcker on the case?).
About Jan of 06 we were told to no longer keep the OEM discs or use them for legal reasons. I'm sure you may remember the lawsuits. Of course, I think this is the most specious of copyright infringment claims - if someone has the CoA and Key stuck to the case, I can't see how I'm realistically denying MS any revenue or helping piracy, and the disc shouldn't matter. But, thats the stupid law.
So then we had to ask people to bring in their discs. This usually caused consternation (most people expect the "shop" to have the "tools" to fix their machine, and not to need to bring in stuff. We did offer to sell them retail copies, but again, many felt this was a rip-off, and it would be, but this time it was MS, not Geek Squad (how rare).
If they didn't have the discs, we'd tell them to call the OEM, and usually in a week we'd have the CDs. Of course, customers didn't like waiting, but for $200 most would wait a week.
If there was a burned CD in the drive with "XP Pro" written on it, or they didn't have a CD and it was not an OEM PC, but home built, we'd ask for the XP disc, and go from there. Usually they would just go away after paying for the Diag.
We never accused anyone of piracy, as even if WGA popped up, well, there were false positives. And accusing customers of breaking the law is bad business, regardless of the RIAA's tactics.
As to Geek Squad in general, it really depends on who you get as to how it's going to go. Think of any chain - there are some people who are good, and some who are scum. Sadly, you pays your money and youse takes your chances. The worst part is depending on the store, Best Buy may not back you up.
I always tried to help the people, suggest the most cost effective method of fixing their problems that I could, but it was part of my job to get people to fix their computers at the Geek Squad. So I couldn't tell you to go to a competitor or local person. So often I'd have to suggest that we could fix it, but it might cost a lot.
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Opera 9.23(Build 8808); Windows XP Pro SP2;Athlon 64 X2 4600+; 2.5GB PC3200 DDR; 1M/128k DSL; NOD32(Version 2.5.25); Outpost Pro 3;Proxomitron 4.5j Grypen 5/23/07(Opera mod),GPG ID:0x0A1C6EE3 |
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Jeffrey
too dark too early
Premium
join:2002-12-24
Dix Hills,NY
clubs:
·Optimum Online
·Verizon FIOS
·Vonage
·magicjack.com
| said by jp10558  :Well, for a long time we would keep copies of OEM discs for the machines we sold, and use those if possible. If not we'd use a retail XP disc with their code if it accepted it (Oddly enough occasionally it would, maybe they bought retail and slapped the sitcker on the case?). About Jan of 06 we were told to no longer keep the OEM discs or use them for legal reasons. I'm sure you may remember the lawsuits. Of course, I think this is the most specious of copyright infringment claims - if someone has the CoA and Key stuck to the case, I can't see how I'm realistically denying MS any revenue or helping piracy, and the disc shouldn't matter. But, thats the stupid law. Hmm, I don't remember those specific lawsuits. I thought it was still OK to use, for example, a Windows XP Home OEM disc on a Dell machine that had Windows XP Home on it, if the customer didn't have their reinstall CDs but had their XP Home OEM code on the sticker.
I actually helped a coworker like that about a month ago. He has a 3 year old Dell, can't find his XP Reinstall CDs. I called MS to order them, they told me I couldn't and that the original customer would have to call and order them. So, I told him to do that, and while he waited for those, I'd just use my XP Home OEM CD and the OEM code on his machine and get his machine up and running. Looks like that will be the last time I do that.
I was curious how GS worked that, whether or not they tried to sell the customer a new copy of the software or had some inside connection to Microsoft to get customer OEM reinstall discs.
I agere with you--I don't see how using an OEM disc and their OEM code is somehow a violation, but then I'm not a MS employee or a lawyer.
--
"When you get lost in your imaginatory vagueness, your foresight becomes a nimble vagrant."
[blog] - I don't have to like Bush to love my country. |
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genewitch
join:2007-09-12
Klamath Falls, OR
·Charter Pipeline
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| reply to joepwpb
This is very long and probably offtopic and boring. I've been dying to tell someone, anyone about what a bunch of a-holes the employees of these stores are.
I worked for circuit city at the same time as i was operating my own in home repair service. this is prior to "firedog" and right around the time circuit city was marketing "i.q. crew"
From my perspective, every employee of the store other than myself that worked as a repair tech was also a floor salesman. They didn't have hard and fast quotas or anything, but they expected a lot out of those floor folks. i was brought in as a contractor, essentially, and i got to fix the messes that the other idiots caused. More often than not i would get called in because a customer had asked for me by name, because i wasn't LEGALLY able to explain to the customer that i would fix it at a quarter of the cost of what circuit city was charging while i was at work. Since i was the only one there that knew anything, i was kept pretty busy... and i brought my own freeware tools to do everything from defrag to virusscan. I never pushed the company's products because i knew they were a sham to the end user.
The reason i am leading into this in such a fashion is so you understand the utter contempt and anger i feel towards the other employees of that store. When i wasn't there (before i got hired, after i left, and on my days/nights off) they would go through the hard drive looking for 'dirt'; porn, videos, mp3s, etc. There's no reason to be inside of any of the user's own folders if you're repairing a machine. ever. I don't know if all circuit city stores are set up this way now, but they actually forced the repair techs to be visible to the entire store now, they have a decent sized kiosk where they do the repairs. while i was working there all repair work was done in the warehouse, and often you'd find 5 people gathered around a customer's PC, laughing at whatever pictures they found on it.
You're better off going to a mom and pop operation, or even fry's electronics, because they're not hiring 16-22 year old males that impressed the hiring manager with buzzwords about ethernets and ip hooks. The only reason i can see wanting best buy to do in home stuff is because as a corporation if something really effed up happens you have rights as a consumer that you're more likely to exersize... although i personally feel you're less likely to have to use your rights as a consumer with a smaller operation.
as to the reinstall questions earlier (as well as the reply or two)... if the computer didn't have an XP license sticker on the case somewhere, i'd generally check if it was a legal copy offline, and if it was, i'd just back up the key (there's freeware that will let you get the key used to install windows) and use a custom XP DVD i have to reinstall in about 20 minutes to an hour. After that i'd dump my freeware (spybot, adaware, back then i was using AVG, and a registry cleaner tool) on it, reinstall their data and software if any, and mark it complete. I don't know if microsoft frowns on that practice today, but i can't see why. i wouldn't reinstall a pirated copy of XP, since my disc rejects the more notorious pirated XP keys; so i fail to see how they have any say in what disc i use to do my job.
this was really long, and probably pointless. |
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