A customer will try to buy a computer — only to be told that they can't have the sale price because all the computers have already been "set up" or "optimized" and there is a fee for this "service."
Here's a sad tale from our inbox:
My mom offered to buy me the HP tablet laptop I have been oggling for Christmas. After I told her the model number and where she could find it, she was off to Staples, the only chain in town to carry it in stock, to purchase it for me.
When she got there, the salesman told her it was going to be on sale starting tomorrow in their flyer, and that she should come back to get the sale price. He also informed her that they had 5 in stock, the display model, and four others in the back that were already "Set up". She asked what "Set up" meant, and he explained it was a service that meant the laptop would be set up and run optimally and perfectly with Windows and everything she would need.
My mom is in her fifties, her first language isn't English, and my hunch as she explained this to me, was that the "Set up" was some kind of scam. My husband called another store to get clarification and find out if they had any in stock that weren't "Set up" or display models.
He found out the "Set up" service costs $80. It entails providing you with a CD that has a backup of the operating system on it, and doing all of the Windows updates. That's it. He asked the clerk if it was usual to "Set up" all of the laptops that were in stock and going on sale. The sales clerk said "No... we don't do that" but then was corrected by a manager apparently because he then said "Oh wait, my manager just said we do...".
Needless to say I had no interest in getting a "Set up" laptop, so we called another Staples and found one that wasn't "Set up". At that store the clerk did try to offer the "Set up" service, but it was declined and that was that.
It seems really shady, to perform this questionably useful service to the entire inventory of an item that is going on sale, without really mentioning it to the customer that it costs $80 extra and doesn't entail much. I would guess there were probably some people who bought that laptop, even if they didn't want the "Set up" service, because there wasn't anywhere else in town with it in stock and they were stuck. The sale price was $100 off, so even with the $80 service fee, it was still cheaper, but it's the lack of choice and lack of information as to what "Set up" even is that I find horrid.
We think this is shady. Customers should be able to purchase items for the amount advertised without any extra fees that are not disclosed in the ad. You should report it to your local attorney general and see if they agree with us.
(Photo: soul motor )
]]>If you don't want to spend the money on the service, that's fine, but don't get angry at the employees or the company for being made to deal with the consequences of a decision that was your own.
A customer purchases a computer (with nothing else) from almost any retailer, that retailer makes nothing off of selling that product. They can't afford to provide free tech support and repair services for said product as well and remain in business.
@NumberEight: As does my Gateway and my HP.
]]>@NumberEight: I brought it a computer I had bought from Best Buy that failed on the second boot. The Geek Squad tech replaced it with a replacement off the shelf, but started doing what you mentioned, the registry tweaks, without even asking. He wasn't going to charge me for it, but he also didn't ask if I wanted him to do it. I very kindly informed him that he should have asked me what I had wanted, since it was my computer that he was messing with, not his.
]]>This is a scam for preying on the computer illiterate ... nothing more.
]]>The laptop is not technically "used" or to be discounted until a customer takes purchase of the item. Similar to test driving cars. There may be a 100 miles on a car you buy brand new but its unlikely that you're going to pay a used price for that car. This practice of pre-setting up computers isn't doing a thing for most customers but a legit retailer should know that they are not allowed to force the customer to buy it. The can offer it, but must also offer to take away the service if the customer opts to buy just the brand new version.
]]>It's always nice to respond to people that have ABSOLUTELY no idea what they're talking about.
Staples just offered a 15% discount to all of its employees last week.
While it's always nice and fun to criticize big companies on this site please consider the sources of your information; customers. While I agree that companies need to be watched to ensure that customers aren't taken advantage of most of the stories that are posted to this site are very one sided. But of course customers are always the most noble and honest people in the world. They would never embellish the truth.
]]>@KStrike155: You aren't necessarily screwed if your hard drive crashes. Just majorly inconvenienced. Because, if you need to reload the OS and don't have the original CD, you still have the license to the OS (the Microsoft hologram sticker on the bottom of your laptop). So you need to source yourself an install disk of the same OS and version but you don't need to buy a new license.
]]>Asus still ships with recovery media. Not only that, it takes an hour to do and those "bullshit" services often have a purpose like telling you to make your damn media.
]]>@beyondthetech: Definitely agree with the thrill of unpacking it and setting it up so it's just for you. I'm from a tech-heavy household and while it was nice building computers together, it later got *so* annoying using shared computers when files were moved around, settings changed, some things got backed up and some didn't, etc. I got my own laptop, just for me, a few years ago and it was such a thrill being able to set things up exactly how I wanted to - and tinker for quite a few hours on it.
BTW, I got mine directly from Lenovo - didn't find too much bloatware. Is this something that happens when laptops are on their way to certain retailers, or does Lenovo just not do it the same way HP/Dell/etc seem to?
]]>And one more thing, in my stores (I cover a handful of stores for Staples) one of the most popular services that I perform is virus and Spyware removal. If the average customer was as knowledgeable and resourceful as you seem to think they are then I wouldn't be getting a few dozen virus infected machines each week.
I'm not saying that the average customer knows how to remove viruses or spyware. Virus removal especially can be tricky, and - although I personally think spyware removal is so easy that my 87-year-old grandfather could do it - sometimes it's just easier to take a computer in to a qualified technician rather than risk screwing up your PC yourself.
HOWEVER, in no way whatsoever is virus/spyware removal worth the ungodly amount that services like GeekSquad charge. There are plenty of non-corporate-affiliated local technicians who will do the job (and probably better) for much less.
My husband once looked at GeekSquad's prices and almost went into cardiac arrest. Then he looked at me admiringly and said, "All that stuff that you do so easily at home, they have to charge $300 for. You're awesome!" I didn't have the heart to destroy his illusions of me as some Supreme Computer Goddess.
]]>Yes, a PC comes with a restore partition. How will this partition help you when your hard drive dies and you replace it with another?
Sure, HP sells restore CDs for a fee...for three years after the model has been released. Then they're no longer available. What if your hard drive crashes after three years?
I have no idea what you're talking about when you say that store made restore CDs will restore Spyware.
And one more thing, in my stores (I cover a handful of stores for Staples) one of the most popular services that I perform is virus and Spyware removal. If the average customer was as knowledgeable and resourceful as you seem to think they are then I wouldn't be getting a few dozen virus infected machines each week.
We offer our services as a convenience for those who need it. If you don't need it then congrats to you but there are plenty of others who do.
]]>sigh... it's always the uninformed that complain.
While it's true that there's nothing in this package that the end user couldn't have done themselves there IS a convenience factor in having the store perform a setup for you.
For the setup fee a store will generally;
Burn the restore CDs for you that don't actually come with the PC any more. This can take two hours alone.
Download and install all Windows updates
Install, activate and register any one purchased program (usually Office or an Internet Security program)
Uninstall all the crap and bloatware that comes pre-installed on a PC like Yahoo toolbar, Google Desktop, Real Player, etc...
Again, I agree that the average person that visits this site can do all of this themselves but not all of our customers have the ability or the time to want to do it thierselves.
The store made a mistake in this situation. Most stores will usually pre-setup a few models to be ahead of the game but they never should have set up all of a model in advance. In this situation the customer should have been given the option of buying one of the pre-setup PCs at no additional charge.
]]>And, GS only charges $29 to optimize the computers. It's $59 if you want a disc backup as well.
Tax Free weekend was coming up for us and we optimized about half of our computer inventory to show customers that, for the extra fee, they can get a computer that's literally ready to go right out of the box. If they wanted a model where we only had optimized computers left and didn't want the optimization, we'd give them the optimized ones for no extra cost because we aren't dicks who violate advertising laws.
As for those saying it should be free or that it's really simple: labor costs money. People do not work at the GeekSquad for free and they get paid for their time. Charging people for services is how these employees get paid and $29 is much at all considering it's also backed by a 30 day warranty.
Also, I know nothing about cars. Sure, I could save tons of money if I tuned it up myself, but I don't have the time or the patience for something like that. Instead, I'll pay for someone else to do it.
Likewise, I know how to optimize a laptop myself and wouldn't benefit from getting an optimization. But for those who are completely oblivious to computers, it's a pretty good deal.
]]>from experience at best buy, when you do a setup you have to sign a pre setup form which has a bunch of legal talk saying you agree to BB agreeing to all of the EULAs.
]]>Yet, we Mac users don't have to spend hours decrapifying a machine just to use it.
That, and I've not had to format and reinstall AT ALL the past two years of ownership - and that's even going to the dark side of the internet regularly...
Bitch about the price all you want, but I have saved much more time using a Mac than a PC - and my time and sanity is worth much more than the few hundred dollars I would have 'saved'.
]]>I know some people actually appreciate these add-on services, but trying to sell them to gadget geeks is like trying to offer an auto mechanic an extended warranty on his car. These corporate data mining/customer profiling systems obviously aren't working right.
]]>The worker would usually inform the client that Vista isn't installed yet and that they would have to do it at home or they could do it in store. What the employee tells the customer is that they have to burn the recovery CD's which can take hours, install all the drivers and set up everything.
This scares off many people who don't know much about computers or just want it hassle free. HOWEVER!!!! This is complete BS and YES they are being screwed. I have NEVER heard of STAPLES optimizing the computer by removing what starts up and removing all the bloatware on it. ALL they do is finish the installation, do some windows updates, and burn the CD's. Which even a monkey who knows how to read can do the first 2 as it tells you when you open the computer!
]]>best buy uses a program (archie) that really locks down the computer.
you can get rid of it by a full wipe, or if you have an archie disk.
]]>I bought a laptop from dell about 3 months ago, setup discs were included for free (but none of it was installed because I checked the [] no pre-installed productivity software, option)
/doesn't matter since I wiped the drive, re-partitioned it to get rid of their recovery partition, and installed a fresh XP image
]]>Because that'd make sense, that's why. This is exactly how I feel about the store I work for. They sell laptops for stupid prices, advertise them in the newspapers, and then we get the hassle when people come in to buy just the laptop.
And what's said about the services is true. The average in store service takes maybe ten minutes for a technician to do, and makes the company a huge amount of profit. And yes, we're pushed to sell them. So why not just include the service, and all the fancy extras, crank up the price and only advertise the product at that increased price? It wouldn't be illegal if the product was only ever advertised at that one price.
Sure, people would walk out when they found out they couldn't buy the computer on its own with no extras, but if the company's to be believed, they make so little money on a computer without extras that it's not worth them selling it. Oh, right, that's why - it's so they can blame the sales staff for not cramming products down the buyers throats.
]]>PCs sucks.
]]>The next day i call back and get a different CSR who tells me the next day won't be a problem. I didn't even have to tell her about the problem the night before.
]]>@ganzhimself: The Best Buy free setup is a means to make sure you leave the store with a functional computer that's also not a box full of bathroom tile.
Back in my more foolish years I worked at Best Buy and I lost count of how many people (who didn't opt for the in-store setup) called me everything but a white man because their new computer didn't work out of the box.
]]>@NumberEight: Even on the Dells that don't come with a restore disc if you're REALLY REALLY nice to the phone tech and make up some BS about how the recovery partition is hosed, they'll send them to you for FREE and even overnight them to you.
]]>More hardhitting journalism. A company trying to upsell customers and maximize their profits. Someone should be punished for this. Call the Attorney General, fire off emails to corporate. Go crazy!
]]>@BigPapaCherry and the Snowtunes: Uilding a tablet is possible, and eas. Its just a lot more expensive than buying one.
]]>Your extra bullshit fee is built into the price.
]]>Begin flame…
]]>Having said that, she once had areally bad time with her work issued laptop - it kept logging her out of the work network for no reason, but only at home. She tried everything she could think of, so did the IT department, it worked in the office but not at home.
I came over and poked it, and realised not only was it throwing her out of the network constantly, her general internet was REEEEALLY slow. Toddled off to the router... its baking hot because my dad's buried it under a pile of paperwork. Turned it off, let it cool, turned it back on. Bingo. Working laptop.
NO-ONE, not my mum, not IT, had thought to restart the router >.<
My payment was a case of cider and a huge-ass bunch of flowers. I have a sneaking suspicion they may have been charged as an expense to her work ;)
]]>@scootinger: The employee discount is kind of a joke. Employees do get a better rewards card, but the discount itself is time sensitive, cannot be aplied to clearence or sale items, and cannot be stacked with any offer or coupon.
On the flip side though, there are occasional opportunities that pop up. I picked up a monitor pretty cheap that was technically on damage (dot com return with nowhere to go).
]]>Definitely don't use this service and don't buy a computer from staples.
]]>@Pandrogas: And by funny, I mean not really funny haha, funny as in I've never really seen it done because usually nobody has time to set stuff up without demand for it.
]]>@catastrophegirl: Funny thing is that I'm pretty sure it's not policy to set up machines beforehand (unless asked), maybe a display model, but not regular stock. My guess is that a manager cracked under the pressure of the newly combined EasyTech and ESP numbers and tried to pull a fast one.
]]>I bought a desktop once from a local store that builds systems and it lasted for seven years, with a three-year in-store warranty. It had to be fixed a couple of times, but it was a tough little dude. I would have bought again from them this time, but they are kind of expensive.
]]>@johnfrombrooklyn: Holy crap get some lemon juice for this poor PC!
It's software, it updates just fine. If it doesn't, then whip out the restore disk and start over.
The fruit analogy would have probably been better applied to hardware, but even that doesn't stand up so well given how well hardware usually stands up over time as compared to fruit.
]]>@mantari: I know Staple's policy is to do a full wipe, reinstall, and if there's time, Windows updates for any machine bought as a display. Not sure about other stores, but I would imagine that's the goal.
]]>@sega8800: But that would take away from all the niche industries springing up to help you get rid of all that stuff...
You're right, it's crap that they put that stuff on, but I don't see them stopping. Besides, if the law gets involved in what can and cannot be installed on a machine that's just going to get ten times worse. You think EULA's are bad now...
]]>@Outrun1986: Assuming you want to pay for the membership, sure. Otherwise, getting a system online, maybe through NewEgg or TigerDirect makes about as much sense.
]]>@G_Money21: When they're telling you "If you buy this and its broken you better hope you bought an expensive warranty to cover it", than they are not selling you a quality item and dont stand behind their products with a no questions asked return policy.
If they're making you pay to return something broken, which is shady as fuck, how nice and easy will it be to actually use that warranty? I bet you they have a thousand reasons why your $400 warranty is suddenly, 'invalid'.
PAY MORE ATTENTION.
]]>Either that or your better off going online to buy your computer. There are other wholesale clubs that may have similar set ups too.
]]>@highland04:
If the hard drive bites the dust, the recovery disks provide all software and drivers that originally came with the computer.
If the hard drive "bites the dust" then what good will any CD do?
Oh I get it, conveniently purchase a new hard drive, at Staples of course.
Plus the install & hard drive set up fee, a fee to have them use the discs the customer paid them to make, then the fee for the original OS "set up" again.
If a HDD containing a recovery partition malfunctions then you deal with the manufacturer.
As other comments have pointed out, if a separate disc is still desired, you go to the manufacturer.
I'd rather get it direct from dell, and cut out all the nonsense at these stores.
]]>What holy grail of an operating system did that HP Tablet come with that it costs an extra $80?
]]>Um, doesn't this effectively kill the "click-thru" shrinkwrap license? I don't think a shrinkwrap license is legal to begin with, but if I don't even get a change to click "I agree", who could argue that it has any legitimacy at that point?
]]>You can update your fruit after it spoils so it is edible? Is that what I'm supposed to get out of this?
]]>I'm in agreement with you. Read my statement again, I stated that I do not agree with what that particular store did. I also stated that it is not a common business practice in staples.
Stores are required to obtain a signature from all customers before performing service on their computer. Since that did not occur on those computers, not only is it poor business practice, but it is also against policy.
The service is still a little different. If the hard drive bites the dust, the recovery disks provide all software and drivers that originally came with the computer. This means CD/DVD software, Microsoft Works, DVD Playing software and codecs, etc. The recovery partition allows you to do that, provided the hard drive is working. The Microsoft disk is no longer included in many computers (Though it was when Vista was initially released - the upgrade disk).
The goal is to be honest. I get it, that store wasnt being. But please, dont let that be a poor mark on the whole system.
Clearly, you would not be the target customer for this kind of service. You are familiar with how a computer works, and seem to have the time to do it yourself. Many customers are not so computer savvy, and this service is much more beneficial to them.
@everyone:
I doubt I'll comment again - my intention was not to defend what the store did, only to provide insight into what the service is supposed to be. Yes, that store messed up. No, the service offered should not have been forced upon anyone, the box should not have been opened before being sold to the customer, and the service is not for everyone. But there is value in it, and some customers appreciate what we offer them.
]]>If this service were offered as an option rather than being forced, I could see it being better recieved. However, it shouldn't be $80 (more like $30) and probably would be better to:
- Set up the initial installation
- Set up the user
- Create restore disks (honestly, partitions do you no good if the HD fails)
- Remove or disable large portions of the built in HP crapware
- Maybe install Spybot or Ad-Aware for the user
- Do Windows updates
I know people who would love all of that, though I'm sure they would rather have the option instead of it already being done.
]]>I am pretty sure this helps them with open box products. Some one could by a product and return it then the store says they set it up by restoring the manufacturers software update windows then turn around and sell it as new plus an extra fee!!!!
]]>@FreshFocus: "If we are not at the retail outlets because of poor treatment or bait and switch, bad reputation, etc., businesses FAIL. Let them fail if they do not know how to treat their customers. "
Yeah, unless they're GM and the gov't bails them out despite their poor performance.
]]>Of course, they'll unbox and assemble it for you for a small $30 charge. And what do you know - they've already unboxed and assembled every single one in stock.
The second Staples I went to had the same situation but I was able to convince them that I didn't want it assembled and they backed that extra charge out.
Selling merchandise: OK. Selling services: OK. Selling merchandise that includes a mandatory "optional" service: Not OK.
]]>This is true for the initial release of XP, but SP2's defaultly enabled firewall prevents it. Vista which almost all new PCs does not suffer from this.
]]>I just "set up" a computer for someone here at work. I removed norton and installed the comapanies unlimited symantec license updated vista and set up their router for them. 60 bucks with a promise of post support if the router gets messed up. bad deal from staples.
]]>I think as a ham radio operator, you'd be able to see it for what it is; a 46" TV being 1168.4 mm. .4 mm is a whisper beyond .015", which is the missing 1/64th of a "46 inch Class TV with a diagonal screen size of 45 63/64".
]]>@snowburnt: Sorry snowburnt, but there's no way your average staples tech knows how to do that.
]]>And to be clear, I'm not making my argument FOR the service. My argument is against making sweeping generalizations that something is a scam when the person doing so has no idea what they're talking about. :)
]]>That's not really an argument FOR the service, is it? ;-)
]]>@FreshFocus: If you read his post, that's pretty much what he said.
]]>@FreshFocus: @Corporate_guy: Putting an unsecured system online with no firewall or AV software is just BEGGING for it to be contaminated. Generally within 5 minutes, without you even doing anything other than having it running. Port scanning, etc. with quickly locate and launch attacks upon the PC, which will have no defenses.
Now, in all fairness, the situation is a little different when you're behind a router that has a firewall, or a corporate environment. Circuit City's internet hookups are fairly safe, I'm sure, since they no doubt have enterprise-level hardware firewalls and protected routers, etc.
But, not everyone has anything other than a modem between them and the internet at home.
]]>It is very difficult for an uninvited connection to get to your computer behind a NATed connection (a generic off the shelf firewall)
Also, at least with windows 2003 until you give it the go ahead, it will not accept connections from anywhere except windows updates.
]]>Oh and that's IF you know what you're doing to be able NOT to buy from stores.
]]>When it was my turn, I asked for the laptop in question.
CC: "We don't have any of those in stock."
Me: There's 4 of them in the box, right there."(points to the cage under the display 3 feet away)
CC: "Hmm, let me check the computer again." (tap tap tappity tap *pause*)
Me: "Can't you just unlock the cage and give me one of those, RIGHT THERE?"
CC (now a manager has come over): "Ah, here we go. Those are already set up and pre-loaded with a software bundle including X, Y, and Z. It's $140.00 for the software and installation."
Me: "I don't want or need any of that extra stuff. Take it off and give me the advertised shelf price."
CC Mgr: "So you want me to eat the cost of having a worker install, then UNinstall the software? No, I'm sorry, I can't do that."
Me: "Seriously?!? You're going to ditch a $650 sale on an item that's NOT your Black Friday loss-leader because you can't stand to part with the $4.50 it'll cost you to pay your employee 30 minutes to uninstall this crapware nobody wants? I waited 2 hours for THIS?"
I shoved the router and case into his hands and left. Jackhole. "Firedog," indeed.
]]>@Nick Highland:
HP does not send recovery disks. Staples creates them.
Who asked Staples to create them? True, HP have opted to no longer send recovery discs with their machines. However, HP along with others, provide a recovery partition.
The laptop does not come with all updates. For example, none of those laptops would have had Microsoft's most recent Internet Explorer update, which patched a major security hole that had been present since IE5.
So, a customer should bring in their computer whenever a new update comes out? A laptop running Vista would notify you of updates once you connect to the internet. If you do not use the laptop to connect to the internet, an IE update is unnecessary.
The service is also supposed to install one software title of the customer's choice, and register the computer with the manufacturer under the customer's name.
Oh yay, more crapware. I wonder how far "customers choice" will go.
The service should also set up all user accounts and passwords, and run optimization tools (such as turning off UAC).
How is turning off UAC for somebody who does not know how to turn off UAC an optimization?
...
The other thing is that Staples Corporate monitors this website. Every time Staples is mentioned on it, we receive e-mails and sometimes conference calls regarding how we should improve service.
Hopefully the stores practicing this "set up" BS will get a conference call telling them to stop.
]]>The EULA and initial set up still needs to be run by the new user after they install the "slipstreamed" OS.
It's perfectly legal from a software licensing stand point.
]]>Man seriously. I know exactly what you mean. That's why I don't bother helping out with family now when it comes to building or even SELLING them PCs. Because when you do, for some reason, you instantly because free tech support to them and they can call you at anytime.
I get crap from my mom a lot especially coming from a Chinese family and that I should help out my family when they ask, but the requests has to be reasonable. I'm not a kid anymore and my time costs money.
Also, sometimes when they ask me to build a computer, they always ask for something real cheap. I tell them go to BestBuy or whatever and buy it yourself. My uncle wanted me to build him an HTPC and I told him to go buy it himself. They don't seem to understand you have to pay to play. I'm not trying to be mean or anything, but given these uncertain economic times, my time is worth a lot and if you don't put up, then you need to shut up.
]]>So, what they do at these retailers is remove all that crap. They change the settings of the computer to start up faster and to prevent programs from starting automatically. It's not a "huge scam."
Now, should they do it to their entire stock? No, but usually it's done to a certain percentage, say, 30% or 40%.
As to the description about what the service offers:
"it was a service that meant the laptop would be set up and run optimally and perfectly with Windows and everything she would need."
The employee probably just said that because he/she thought that the mother wouldn't have any idea what he/she was talking about if he/she had explained it further. I can totally see my mom going into a store and asking what the service was, then half-listening and coming back to tell me: "Yeah they offered some service that would make sure everything's set up right and optimized and it will have everything I need."
The backup DVD does NOT come with these computers anymore (the computer has a separate recovery partiton, so if you have a hard drive crash you're SCREWED) so that aspect is also not a scam. I do think $80 is a bit steep to pay for a DVD and Windows Updates, but a lot of people pay it because they have no idea what they're doing.
]]>@zigziggityzoo: The restore CD isn't usually in the box, actually. You have to burn in yourself.
]]>segfault: Actually there is a difference. Many people can install their own software, create backup disks, etc. Most people can't pinstripe their own cars, add paint protection (unless this is just waxing the car), etc.
Either way, it's b.s.to advertise one price and have NOTHING on hand at that price.
@JustThatGuy3: @Persistence: I've built 10 or 11 of my home systems over the years, and now I've just given up on it. Why?
No hassle, no work, no worries. It's been tested, and if shipping didn't mess it up, everything works right out of the box.
Sure, it's expensive. But there are only a few high margin items actually in the system. My advice is to get the easy to install/high margin items (ones that are selling much cheaper seperately) and install them afterwards. I bought a 280 GTX and a new HD and had no problems installing them in the Water cooled tower that I ordered from online.
]]>One thing that I really do hate is that Geek Squad opens brand new laptops, ones that haven't been sold, optimizes them, then places a $39.99 price sticker on them. That makes the laptop used. I hate that we do that. It makes me feel really bad.
]]>You know, at sixteen I was stuck working minimum wage at best buy and yet still had the skills to run rings around my manager when it came to any actual problems on the computers that caame in (nonwithstanding the fact that we usually were required to just wipe the hdd anyway).
Don't hate on someone for their age.
]]>The reasons why corporations do this is because we, as a consumer, allow them to. It is completely within our power to stop this nonsense and nip it in the bud.
Stick up for yourself! Consumer protections laws are only good if they are enforced. And I haven't never seen anyone in any B&M store protecting consumers. Call the companies corporate office. Send an EECB. Post it on your blog and link it to hell and back. But get the word out and show the corporations that you will not tolerate this crap.
We are not helpless consumers. If we are not at the retail outlets because of poor treatment or bait and switch, bad reputation, etc., businesses FAIL. Let them fail if they do not know how to treat their customers.
]]>Was a manager brought into the situation? Or the district manager?
]]>It is not legitimate when a computer is advertised for a certain price and then the consumer is told that all PC's have been "set-up".
That is bait and switch.
]]>Saying "No" wasn't an option? Or walking out perhaps?
]]>And people wonder why we need strong consumer protection laws.
]]>Highly unlikely.
You wouldn't get a virus from dloading from the MS update site. As well, you don't really get viruses unless you download something.
]]>@MeSoHornsby: Home Depot and BJ's is the same way. Neither companies offer any type of discount.
]]>As a geek, I find it so offensive that my fellow geeks always have to pop up with this little number. It is just as obnoxious as that guy in every restaurant post that says "This is why I never go to restaurants! You can make everything cheaper and healthier at home!"
]]>@unobservant: Hahaha...sounds like my wife's experiences at BB and Tweeter.
Once, she actually told this guy (the third salesman to "help" her in 5 minutes) that they could EITHER hit on her OR sell her extra services, not both.
]]>I'm very tempted to try. Several times. On multiple stores.
]]>Look, I'm for building your own computer as the next guy, and want to when I can afford the upfront cost (poor college student). But after working in IT on campus, I know a large majority of people don't know the difference between a music file and iTunes. Those who do know computers might not have the time to research all the part to make sure they play nice together and are quality, and then have to put them all together. If I didn't have the time, I'd have no problem buying off the rack and cleaning it myself.
Also, get back to me when you figure out how to build a tablet PC like OP wants. Would be a fun project if possible.
All that being said, Staples computer service, geek squad, firedog et al. are scam artists who charge for something as simple as clicking "update" when Windows asks to.
]]>@Real Cheese Flavor: lol, awesome point
]]>The reason for the $400 accessory package that costs the dealer less than $10 is to show a GREATER DISCOUNT when negotiating for the car.
]]>One thing I would hate is to have a user profile called "Staples Customer" and have to go to C:\Documents and Settings\Staples Customer\My Documents...
All future programs installed would be registered or franked with the information this stupid service would have installed, too.
Registered to "Thanks for the unnecessary cash, sucker."
I thought one important point of buying some brand new tech toy is being able to experience the unpackaging and initial power-on, to see and do everything for yourself. Call me a geek, but that's my moment. Leave it alone, Staples.
]]>Help! Our margins are under pressure because computers are loss-leaders and attachment rates are way down!
Just mark up the laptops, guys. Don't feign services that don't exist, don't lie to consumers. Just tell them that you need to profit on merchandise that you sell in your store. And if you can't compete at those price points, practice more cost discipline and supply-chain management.
]]>Here's how it works:
HP does not send recovery disks. Staples creates them.
The laptop does not come with all updates. For example, none of those laptops would have had Microsoft's most recent Internet Explorer update, which patched a major security hole that had been present since IE5.
The service is also supposed to install one software title of the customer's choice, and register the computer with the manufacturer under the customer's name.
The service should also set up all user accounts and passwords, and run optimization tools (such as turning off UAC).
It seems like there was at least one more service, but I cant think of it off-hand. But overall, the service takes more than three hours (creating the disks can take two hours easily), so the service price is justified. Also, the target customer for this type of service is one who a) cant do this by themselves or b) business people who would rather have someone else do it to save time and headaches. It should NEVER be forced on someone, especially if they can do it themselves.
What is unacceptable, though, is that it was not provided for the customer as an OPTION. It was being forced.
Two things to keep in mind: Not all staples stores operate in this way - I am a staples tech and we would NEVER do this to our customers. That's a great short-term business plan, if you don't plan on staying open too much longer, but we would love for our business to continue growing.
The other thing is that Staples Corporate monitors this website. Every time Staples is mentioned on it, we receive e-mails and sometimes conference calls regarding how we should improve service.
SO- no excuses from me, what that store is doing is unacceptable. But I see a lot of people saying that the service is not legitimate, and that is simply not true.
]]>I bought a computer at Best Buy in Avon Ohio 5-6 weeks ago for 3$99 which came with "free" anti-virus software. The salesman tried to push a "set up special" on me and I said no. He then asked why I would not want that and I said I was not interested. He was about to say it again and I told him that he needed to shut up and give me the computer. He then said that the computer was already "set up" and that he would take the amount off of the price. WTF? I bought it anyway because $399 was a good price for it.
]]>It really has become quite the hassle to purchase any type of major electronics. The only reason I even deal with Brick And Mortar stores is the ability to bring it back if something is wrong. Other than that all other smaller purchases are done online.
]]>"building a computer is just so easy these days."
Building a _DESKTOP_ is reasonably easy - building a laptop, on the other hand, is a bit more challenging.
]]>But this wasn't an uncommon practice. Another dealer added a "$200" pinstripe to the car I was interested in after I test drove it and showed interest. When I confronted her about it and said that was insane that they'd add a feature and make me pay for it after I already showed interest in the car as-is, the sales person told me, "if you walk into dealerships like that, you're not going to be able to get a car anywhere." And then escorted me out.
The place I ended up buying from was the only one that didn't do stupid stuff like that. When I told them I wasn't interested in the "accessory package" they'd added. They said rather then take the stuff off, they'd just include it at no charge. So obviously those splash guards aren't even worth the time it takes to remove them.
I know that was a long and somewhat unrelated rant, but I just wanted to show how common this practice of tossing on unwanted "excess-ories" is and forcing people to pay for them in the car business. So, I'm not surprised to see that dubious practice spreading into the computer business (another sales business that often has salespeople who prey on customers' ignorance of the product).
]]>When my wife and I bought a laptop at Best Buy, they forced a free Geek Squad "setup" on us. Basically they opened the box, plugged the laptop in, and ran the Dell Hardware diagnostic suite... All things I could have done, as I used to work Help Desk... They tried forcing a bunch of other services, including creating the "backup discs" even though the laptop came with all discs. If I added up all the services I think it would have cost almost as much as the laptop did.
]]>This seems to be a growing trend. They are scamming people who are ready to make a big purchase, and betting that $40-$100 extra won't be enough to change the customer's mind on buying.
]]>I'll take this a step further and bash Circuit City, while I am at it for an attempted scam. Over the Labor Day weekend I went to buy a 46" 1080p Sammy LCD. It was on sale + I had a coupon, so I essentially got a 1599 MSRP TV for about $1250. When I go to pay, and tell the guy I need it delivered, he says no problem, thats $250. I said what! He goes on, yeah someone from the store will deliver it and set it up for you, i respond, oh Firedog you mean, yeah I dont need that, I just need it dropped off at my door. The CC rep then says, oh you just want a fedex guy to just throw it on your doorstep? I respond yep that works for me.
He then goes to his computer and says, oh the earliest delivery i can have for you is next week, but if you get the firedog I can have it to you first thing tomorrow morning. I proceed to pretend like I am contemplating the firedog option (i mean the shakedown) then say to to the rep, you know what, I'll just go buy it from somewhere who can deliver it earlier, thanks alot for the help. As I started walking away, the rep says.....hold on sir, we just got an opening for a delivery tomorrow......riiiiiiiight. If CC didnt have the TV so cheap and I didnt have the coupon I wouldnt have put up with that nonsense.
Just another different scam at CC.
]]>This is why I don't buy computers from stores. A computer becomes much more useful when you put it together from barebones and install the OS yourself. It's cheaper and you avoid all the "offers" and "free" crapware they install and in the end you've learned a lot about how your computer works. Also installing a linux distro for a dual boot won't void any warranties and building a computer is just so easy these days.
]]>It takes three hours, you know.
]]>Ah yes, Staples, the company that is too cheap to give employees a discount. And too cheap to have new manila file folders in the corporate office.
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