|Geek Squad Report Card|
|Webcam Question||25 Minutes (A)|
|Win 7 Question
||9 minutes (A)|
Though Geek Squad has been criticized from time to time for overcharging and pushing its services too hard on customers in the store, our experience with Best Buy’s remote tech support service was nothing but positive. In fact, Geek Squad fixed our issues without charging us a dime.
Upon visiting the Geek Squad site for the first time, we were met with the smiling photo of Geek Squad agent Anthony H. on the right side of the page. Clicking his name opened a window that prompted us to create an account (you can also view a list of all available agents and their customer ratings by clicking a link beneath this box). We were automatically directed to a chat window with a message that read, “Thank you for contacting the Geek Squad, this is Agent Anthony H. How can I help you today?”
We described the webcam issue, and he provided a link that we used to download and install a Geek Squad-branded version of the remote access software, LogMeIn. This let Anthony access our Gateway NV7915u, and he proceeded to run a diagnostic program to determine the health of our machine, which completed in just under 15 minutes.
After determining that our PC was in tip-top condition, Anthony launched Skype and asked us to log in. He gave us his Skype ID, which we added to our contacts list. He prompted us to initiate a video chat, which (naturally) failed. Anthony took over the machine and went directly to Device Manager, where he discovered the webcam had been disabled; he sounded surprised to find it turned off (to be fair, we would be, too).
After activating the webcam, he asked us for our phone number and for us to restart the computer. Anthony called us within seconds and told us to fire up Skype for a video chat. We did, and within seconds we were chatting with him face-to-face: problem solved. When we asked him about the repair fee, he told us, “No worries. It was an easy fix. Consider it on us.” According to Geek Squad’s website, the cost for generic Computer Hardware Repair starts at $29.99.
We connected with Geek Squad Agent Josh W. at 5:30 p.m. to see if he could get our NV7915u to stream music to a separate Windows 7 notebook. Josh W. asked if both computers were connected to the Internet (which we confirmed), and he correctly walked us through the steps of creating a Home Group (launching the program, creating a password, selecting file types). This process didn’t require the use of remote access software, and took less than five minutes to set up. After the music flowed from one computer to another, we asked about pricing, and were given another freebie. Geek Squad lists Software Install (which includes software configuration) as a $49.99 operation.
Based on our experience, we strongly recommend Geek Squad’s tech support services. The agents were courteous, friendly, and efficient, and we were not charged for our two troubleshooting issues.
Third Party Tech Support Services Tested