Best Buy to Customers: "Linux voids HARDWARE warranty"

One of my favorite blogs just tweeted this. I thought it would make a good discussion over here.

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My four month-old netbook's touchpad and power adapter all stopped working. I took the machine into Best Buy for service under the Geek Squad's Black Tie Protection Plan on Saturday, and demonstrated its problems. The manager of the Geek Squad informed me that installing Ubuntu Linux on my machine voided my warranty, and that I could only have it serviced if the original Windows installation was restored. Furthermore, he insisted that the touchpad and power adapter had been broken because I installed Linux. Another employee ridiculed me for insisting that Linux couldn't cause a hardware issue, saying "Sure, I don't know anything, I just work for Geek Squad!" The entire department was hostile, acting as if I was now a problem rather than a customer. I waited at the desk to see the store manager, who gave the impression that if I reinstalled windows I could return the computer.

That night, I bought an external CD drive, dug out the system restore disc for the netbook, and reinstalled Windows.

On Sunday, I brought the computer back, proudly demonstrating that the machine was in its original state and that the hardware problems still persisted. The Geek Squad manager shot forward, looked me in the eyes, and said that Linux had permanently voided my warranty, and again insisted Linux had caused the computer's hardware problems. I could "lie" to another Best Buy and take it back, but could not do so at his store. I recalled from our previous conversation that he made no claim the void was permanent, and was again called a liar. I asked if the warranty actually said such a thing and, after the manager answered in the affirmative, demanded to see the warranty. At this point, my entire confidence in the $80 protection plan I had purchased for a $300 netbook had been shattered, and I had to know just how flimsy this so-called protection really was.

I waited forty minutes to get a paper copy of the warranty (note that I received one in five minutes when I bought the plan four months ago). When the manager returned with the copy, he gathered all the geek squad employees behind himself, stood over me, and demanded I leave "his store."

I left the Best Buy for an hour and perused the warranty. The clause the manager insisted permanently voided my warranty was that "this warranty does not cover damage due to spyware, viruses and ... unauthorized modifications." I returned to the store, asked what an unauthorized modification was, and what exactly caused a particular piece of software to be unauthorized, and received the answer that "Windows is authorized and Linux is not." I also pointed out that software modifications could not permanently void a hardware warranty, and again asserted, since the clause said "does not cover damage," that since the damages to my computer were clearly hardware issues and any software damage from Linux was completely reversed by a reinstall, my warranty could not have been voided. The manager said I was "annoying him" by asking such questions rather than giving any logical answers, and finally, when it became clear that the clause he underlined was deliberately misconstrued, simply said: "Look at the last page of the warranty. We can refuse service for any reason we want, and based on our conversation yesterday, I will not service your computer." He alerted security and ordered me to leave the store.

I can't believe an entire Geek Squad department could insist that a warranty treated Linux worse than it did viruses and spyware. Even Gateway's hardware warranty, though it's voided by Linux, is reinstated when Windows is restored. Even worse, I had an employee chase me out of the store because I wanted to understand my own computer's warranty and physically threaten me. To be fair, after a call to customer service I have been informed that the geek squad manager "handled the situation poorly" and that the store manager and the district manager would be notified. I also was informed that another Best Buy would allow me to return the computer, and was additionally offered a $25 gift card - small consolation for an entire weekend ruined, and another major time sink because the [redacted] Best Buy is the only store within walking distance (I have no car). Because not a single member of the Geek Squad understood the warranty and several squad members made the absurd and incompetent claim that Linux had ruined my computer's hardware, I feel this matter reflects poorly on the Geek Squad as a whole and even more poorly on the "Black Tie Protection Plan" that the Best Buy website says "goes above and beyond the manufacturer's warranty."

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Here is the link to the original post

Hahaha, yeah...a friend actually just sent me a link to that....that's pretty ridiculous. Oh, and random Geek Squad guy, as is blatantly obvious by the behavior of your department, no; just because you work for Geek Squad does not necessarily mean that you know anything at all...in fact, all too often it means the exact opposite.

Incidents like this are why I never make any major purchases from Best Buy, and I never ever get their extended warranties. The only reason I ever buy anything from Best Buy is because I want it now (ie, don't want to have to wait for shipping) and am feeling too lazy to drive over the Micro Center (~35-60 minute drive, as opposed to the ~10 minute drive to Best Buy).

Ha.

This is why I like making the Geek Squad cry.

Way back before Best Buy had such a thing as Geek Squad, the techs that worked at the one in Topeka really knew their stuff. I used to take an old Vaio there for occasional repair before I knew the first thing about computers and those guys used to have it together. Then Geek Squad formed, and by that time I had gotten enough know-how to figure out that nearly any computer issue could be solved by typing it into google and stopped going. But it seems that from the get-go these "Geeks" have a very weak knowledge base on their trade. I've chatted with several while shopping at Best Buy and every single time I asked a technical question about a product I was looking at it was obvious that they didn't know the answer. And especially now, having listened to you guys chatter back and fourth about advanced computer issues it is frighteningly clear that they are well below the average TBCS member's level of technical skill. I'd let you guys fix my PC before I'd let them plug mine in.

Their SOP is to get people who know nothing, give them their special "training", and then force them to hard sell until they quit or develop a taste for it, then they promote them to manager. It's a meat grinder for people, but I'm really surprised that they got that far on this one before someone straight showed them that they're idiots.

The biggest problem, from what I've heard, is that they won't actually hire people for Geek Squad; you have to work on the sales floor for something like 2 years (or maybe 6 months...honestly I forget) before they'll consider you for Geek Squad. On the sales side I can see why they do it, because then they're already trained to push Best Buy products, but from a technical side, it keeps a lot of actually competent people from trying to get in because they're not willing to deal with being on the sales floor for so long.

That just made me angry beyond words. I'm not going to comment further on it.

Actually the Best Buy that is closest to me will actually hire people for the geek squad. I know this as a friend of mine got a job with them. I grew up with the guy so I know him fairly well. I worked on his computer when ever he needed anything hardware or really technical software help. The reason why he started working at Best Buy is his job as a CONCRETE POURER for a local construction company was getting slow. They hired him for the job right there on the spot. Just let that sink in for a moment.

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Originally Posted by jdbnsn

...every single time I asked a technical question about a product I was looking at it was obvious that they didn't know the answer.

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That's been my experience with the Geek Squad and the Best Buy sales people. I was looking at netbooks there yesterday (playing with them in person before I buy it online later) and an employee asked me if I needed any help. I asked a couple questions and ended up stumping him and his coworker. I explained that I could find out really quick for them and I ended up showing them how to go to My Computer ->properties for basic info, the device manager to find out what was installed in the netbook, and disk management. Later, as I was walking out, I noticed the same salesman showing customers how to do that like he knew what he was doing. You're welcome, Best Buy, for the free noob training. :facepalm: Next time if I'm asked if I need any help, I'll ask the employee the same.
I'm not entirely sure that relevant computer knowledge is required to get those jobs.

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Originally Posted by x88x

...and am feeling too lazy to drive over the Micro Center (~35-60 minute drive, as opposed to the ~10 minute drive to Best Buy).

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On a positive note, I worked for the Santa Clara, CA Micro Center from 2002 thru 2005, and had a very positive experience there. I started in peripheral sales, and moved to system sales. I worked with the tech guys a lot, and since I'm a computer geek myself, I helped many of my customers troubleshoot issues. I gotta say, if you have a micro center near you, the employees there (in my experience) tend to be much better trained/more knowledgable than the competition, pricing tends to be the same or better than Fry's (comparing the same brand products, not the ultra cheap garbage Fry's often sells), etc etc. I haven't worked there in 4 years, but if it weren't for the fact that the closest store to me is in Tustin, CA (about an hour and a half drive), I'd go there. Highly recommend 'em!

As for the Best Buy thing...I truly hope that idiot was the exception rather than the rule. But, as some of the previous posts have shown, all too often stores like Best Buy are very willing to ignore the crucial role that knowledgable, competent sales/support staff can play in keeping up their reputation. I used to know Micro Center's extended plans inside and out, and that they were far superior to the competition, and it was easy for me to sell people on them because 1) I believed in it and bought them myself on items, and 2) the 3rd party vendor we worked with nearly always followed through on their end, and when they didn't, most of the time the store would try and find a way to make the customer happy. Stores like Best Buy don't tend to do that. And it's too bad, in the long run I think they'd do themselves a lot more good than financial harm.

Whats the test like to be in Geek Squad?

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Originally Posted by artoodeeto

On a positive note, I worked for the Santa Clara, CA Micro Center from 2002 thru 2005, and had a very positive experience there. I started in peripheral sales, and moved to system sales. I worked with the tech guys a lot, and since I'm a computer geek myself, I helped many of my customers troubleshoot issues. I gotta say, if you have a micro center near you, the employees there (in my experience) tend to be much better trained/more knowledgable than the competition, pricing tends to be the same or better than Fry's (comparing the same brand products, not the ultra cheap garbage Fry's often sells), etc etc. I haven't worked there in 4 years, but if it weren't for the fact that the closest store to me is in Tustin, CA (about an hour and a half drive), I'd go there. Highly recommend 'em!

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Definitely! I love Micro Center! Ever since I discovered them a few months ago, they've been my preferred source for computer parts, what with good inventory (they have a water cooling isle! ...and an entirely separate isle for modding supplies!), great prices (not infrequently they're even better than Newegg), and knowledgeable and friendly staff, they're worlds better than just about every electronics stores I've seen. My only problem with them is that my trips there always seem to end up much more expensive than I had planned on :whistler:

wish that there was one close to where I live... the only drawback of living in a relatively unpopulated area. lol we have a best buy though! when I bought my laptop they kept trying to sell me the "geek squad optimization" or whatever where they go through and delete the bloatware on the computer, etc. The salesman kept telling me they had sunk like 3 million dollars into the programs they use to clean up and speed up your computer.

I was like, I can do it for free. I will just wipe the hdd and do a fresh install.

Its amazing the crap they push on you that is really worthless.

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Originally Posted by x88x

(they have a water cooling isle! ...and an entirely separate isle for modding supplies!)

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/Gasp! This is too good to be true. The only store in MI is 160 miles away...drat!

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Originally Posted by billygoat333

Its amazing the crap they push on you that is really worthless.

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What's even more amazing is the number of technologically-ignorant people that get duped into paying for it. Not everyone can be a geek though...:D

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Originally Posted by mDust

I'm not entirely sure that relevant computer knowledge is required to get those jobs.

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None. See Berts post.

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Originally Posted by mDust

/Gasp! This is too good to be true. The only store in MI is 160 miles away...drat!

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Hahaha, yup. They have Danger Den, Swiftech, Bitspower, AC Ryan, ...I even picked up a vandal power switch there the other day! Oh, and they have an entire wall (~20'x10') of screws/etc...and you can buy heat-shrink tubing by the foot.

sweet! then they're really expanded what they carry since I worked there. My only complaint against them is that since they're so big in the midwest and east coast, their mindset is very against any kind of major advertising, so it kinda screws over the stores on the west coast - I can't even begin to estimate how many customers were on their cells in the store, and you could hear them saying "yeah I'm here at....umm...*turns to employee* what is this place again?"
So definitely spread the word about 'em, they're a good chain and they treat their employees well (some of the systems sales guys at the bigger east coast stores were rumored to have 6-figure incomes...)

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Originally Posted by mDust

/Gasp! This is too good to be true. The only store in MI is 160 miles away...drat!

What's even more amazing is the number of technologically-ignorant people that get duped into paying for it. Not everyone can be a geek though...:D

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I'm only about 20-30 minutes away from it :)

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Originally Posted by nevermind1534

I'm only about 20-30 minutes away from it :)

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I'm pretty sure that you're required by law to let me and others know how well stocked that MI store is if you ever go there.:D
I have family out that way that I could use as a base of operations if the store has neat stuff...240 miles is just too far to drive to go to a store.

I've been there once, and they were very well stocked, although that was a few years ago.

That is retarded. I used to work for Best Buy in the computer department, and it is exactly how Kayin stated it.

They will do anything to avoid paying out on a warranty, and will rip you a new one if you don't make sales with them.

I would have back-handed the manager if I was one of the Geek Squad members there that day. Lol @ linux causing permanent hardware damage. Even if it could/did happen there would be no way for a GS employee to prove it, but then again they don't have to. I refused a position in GS as I didn't feel like hunting for reasons to refuse people's computers.

All the bad stuff generally goes unsaid behind the scenes. Many employees say "Oh, my store isn't like that"; ya it is, you just haven't gotten to it yet.

I'm with Kayin: This is why I like making the GS cry like little babies. I used to do the same thing way back in the day when Montgomery Wards was still in business--the salespeople in the "IT" department would try to push Packard Bells down the collective throat of the consumer. I'd start peppering their staff with questions about upgradability, DOA rates (Packard Bell was notorious for DOA), and bloatware that came with the system. It got to the point to where I was banned from that particular store. Three months after getting banned from that store Monkey Wards went out of business. Wonder why...

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Originally Posted by Drum Thumper

I'm with Kayin: This is why I like making the GS cry like little babies. I used to do the same thing way back in the day when Montgomery Wards was still in business--the salespeople in the "IT" department would try to push Packard Bells down the collective throat of the consumer. I'd start peppering their staff with questions about upgradability, DOA rates (Packard Bell was notorious for DOA), and bloatware that came with the system. It got to the point to where I was banned from that particular store. Three months after getting banned from that store Monkey Wards went out of business. Wonder why...

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You're hardcore. haha

If you guys think you have fun, I'm the lead tech of a store two miles down the road from a brand new one. They come in and ask ME questions, lol.

It's evident to me at least that Best Buy cares nothing for their customers. It also seems that most everyone here dislikes Best Buy to say the least.

Would anyone be interested in starting a boycott? It seems unacceptable to me that stores that are supposed to engage in a relationship with their consumers can abuse them this much and get away with this.

My family already boycotts them

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Originally Posted by Trace

My family already boycotts them

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And mine.

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Originally Posted by Luke122

And mine.

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Same here.

mine as well

OMG
Well, I have to realize where I'm at. This is TBCS; people here don't buy preconfigured systems and none of us can be considered general users.

I agree. I use them for stuff I want right now that walmart doesnt have. I scored the 500GB drive from them for $69, and also got the wife her webcam there as well. most other stuff I get online, but I wanted these ASAP

I boycott them so hardcore they don't even have a store here in Great Falls. Closest one is in Missoula, which is ~ 160 miles away. They are handy for DVDs and the occasional CD, other than that I've no use for them.

I get a phone call about once every three months from Geek squad saying

"we noticed your resume on _________, And would really like to offer you a job in our repairs department"

Probably helps i've got Point of Sales Certs and Certs from almost every major company on the face of the earth, But yea, I repeatedly turn them down.


Got more pieces of paper on my wall then you can shake a ram stick at LOL

But i don't think i'd turn down where im at now, to go fix Grandmas computer because she shoved a muffin in the CD-rom, Or cleaning up after your step-dads porno habit.