SamDuncan on Citysearch 13 years ago
03/31/2010, 01:12 AM
They Pressure Customers! – My son got a horrible virus on his computer from Myspace. It was causing the computer the run very slowly and it had nonstop pop-ups. I was frustrated because when his computer is down he wants to use mine, and I need mine for work. I took it in to Geek Squad to have the virus removed and to have some updated virus protection installed.
When I went into the store, I told the salesman what was going on and he said he'd take care of the problem. While I was talking to the salesman, he kept trying to persuade me to purchase additional services like optimization and insisted I buy additional memory otherwise Id have big problems later down the road. I explained that its my sons computer, and that he doesnt use it for anything except music and social networking. He didnt need all the extra trinkets. He kept pushing the issue until I flat out told him if he didnt want to preform the services I asked for, and ONLY the services I asked for then I was taking my computer elsewhere. After that he was short with me and said the machine would be ready in tree days.
I have never been so disappointed with customer service. If I go into Safeway to buy apples, nobody is going to pressure me into buying oranges as well. Three days later, I picked up the computer and the repairs were done, and I was charged $220 dollars. When I had gotten home I had found that the computer was running without any pop ups but still seemed to be extremely slow and not functioning like it had before it had been infected. I started doing some research on Geek Squad and I found a company called Secure Remote Support and called them completely out of curiosity, and was floored to learn their rates were MUCH lower than those of Geek Squad and they guarantee customer satisfaction or your money back. I asked them if they would diagnose the issues, which they did for free. They informed me that all of the infections werent removed and that there were still traces of the major infection as well as many many others that were affecting the speed and over usability of the machine. I asked them to document all of this, as they did, and then hired them to repair the problem, which they did. They offered me a upsell, which was a promotional optimization I took it, and it did what they said it would do. The computer appears to be working better than when I first purchased it actually, so I'm quite pleased. I was able to take that documentation and fax it into the headquarters, and file with the BBB to get my money refunded from Geek Squad Im a happy camper, the computer is one piece and secureremotesupport-dot-com saved the day as far as im concerned.
