Interesting. My post yesterday has attracted some attention, including from Robert Stephens, the Founder and Chief Inspector of Geek Squad. First, let me say that this is a very interesting guy. In my digging yesterday I found that most employees who were speaking out thought a lot of Robert but not much of Best Buy. Whether that’s the common perception or not, I don’t know. So now I’ve read a little bit about Robert, an interview here, an article there, and my respect for Geek Squad and its founder is made considerably stronger. Here’s the text of his response to my post:
Matt,
Thank you for taking the time to post the kinds words about Agent Moffatt. I wanted to let you know that I personally take time out to recognize each Agent when they receive such nice feedback. I’ll be sending
your letter to the Agent with a handwritten note.
Also, I wanted you to know that I am still here and completely focused on sustaining quality and retaining great talent. It’s a lot of work, but I’m convinced it can be done. I just wanted you to know I and the entire team take it very seriously.
Regards,
Robert Stephens
Founder and Chief Inspector
The Geek Squad“Serving the Public, Policing Technology, and Protecting the World”
Wow. The man in charge actually pays attention to buzz, realizes that customers don’t write letters anymore but blog their experiences, and then responds to it? Cudos, Mr. Stephens.
I remain,
Geek Squad Wannabe Matt Mitchell
If you liked that post, then try these...
Vista on May 15th, 2008
My Workstation on November 27th, 2007
Geek Squad on November 12th, 2007
It wouldn't be so funny if it wasn't so damned true... on June 9th, 2008
January 30th, 2008 at 6:28 pm
Geek Squad Customer Service
I can beat your worst experience with the Geek Squad. In Oct ‘07 I called to have a wireless network and range extender configured at my business. The tech arrived an hour late (as he was from the Ontario, CA store and they scheduled him a service call 52 miles away (and allowed him with 15 minutes travel time….) He configured and got everything working, including WEP. In three days it crashed. I called for warranty service right away. They scheduled me for first opportunity-3 weeks later. The date rolled around and noone called or showed up. I called again and ranted and they gave me another appointment for 5 weeks later. When the guy showed up, he took my extender and ethernet router out of the system and said, “you don’t need these”. The system worked for 1 whole day and crashed. I called back and got no response on hold after 29 minutes. I went into the Best Buy store in Victorville, CA and spoke with Geek Sqaud Agent Brian who couldn’t believe how I was treated and arranged for Charles W. (their business guru) to call me to schedule an appointment to solve my problem. The on duty Manager, Nellie also was involved. Guess what? A week later, Charles never called me. I went back into the store and spoke with Service Manager Johnny. He called Mario Gomez, Geek Squad District Manager and stated that Mr. Gomez could authorize the servce and that Gomez promised to call me back that day. Johnny also said he would call me back to confirm that Mr. Gomez had called and resolved my problem. Guess what? Neither Gomez or Johnny ever called me to schedule an appointment with Double Agent Charles W. I then called a Best Buy Asst Store Manager named Katie. She is a “process manager” and told me she was the “buck stops here” kind of gal. She empathized and scheduled Charles W. for a final attempt at salvaging customer service for me. This morning (three weeks later), Charles was scheduled to arrive at 11:15 in the morning. (January 30). Guess what? Charles never called and never showed up!! I called Katie and she stated that Mr. Gomez said that this ticket was open more that 30 days and the warranty period was exceeded so he canceled the service call by Charles. They never called me, never discussed it or tried to solve my problem. I have spent weeks (from Oct 07 until January 08) on hold–telling and retelling this story to Best Buy and Geek Squad manageres and not one of them ever did a thing to make it right. I will continue to tell this story to everyone I meet. Geek Squad is a rip off and is the worst customer service business I have ever encountered.
January 31st, 2008 at 4:32 pm
Wow. You win John, by a longshot. I wish this had been a free router upgrade (with install!!!) or something, but unfortunately all I can do is nod, give you the ol’ “I feel your pain” and hope you get it resolved. That is simply awful. A travesty. Wow.