Friday, November 29, 2013

Best Buy's Geek Squad

Even though Geek Squad has been around for nearly 20 years I just had my first encounter with them last Thursday. The agent, Bo, was polite, but there were only two or three of them to handle the lunch time rush of customers which stretched the agents thin; and I don't think making an appointment was an option.

The problem was a finicky power adapter port on a Samsung Galaxy Note. The Geek Squad agent didn't need to troubleshoot the issue, he simply asked if it was possible to charge the phone. Since jiggling the cord made it possible to charge it under the right circumstances the agent said that he'd order a new phone since this issue was covered under the Best Buy extended coverage plan. But, which phone number was the plan under? A home phone, work phone, cell phone? Finding the coverage warranty took awhile since their database records the plans by phone number, not serial number. I asked the agent why they didn't put the plan under the device's serial number instead of the phone number and he pointed out that replacing the phone would change the serial number. Touché. So now I'm thinking that the extended warranty plan should be under both the serial number and phone number.

Once the extended warranty was found the agent pointed out that they do not transfer data from the old, defective phone, to the new phone which would arrive next week. Instead, the agent handed out a sheet of paper with instructions on how to back up the phone's data. Obviously, it's not our smartphones which are so important compared to the information on our phones. Consumers very rarely transfer data between phones so I expected this service to be offered by the Geek Squad. But, you can't have everything. Apple offers free data transfer services from PCs to Macs. I wonder if they do that for people switching from Android to iOS?

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