As far as the two week repair comment, it didn't take them two weeks, it ultimately took them two months. Again though, there is a followup to this story that I wish the Consumerist would post.

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@HogwartsAlum: Any store can order it, and it is at Amazon. Cool.

The original: bought in late '02, three different technical problems leading up to a crack in the hinge that resulted in a replacement in '04. I only paid to renew the service plan.

The '04 machine: crashed a total of FIVE TIMES. The motherboard twice. Hard drive once. Two power cord issues, once with smoke. Then the motherboard went again. Because the ultimately had to fix the motherboard three times, I qualified for a new one under a lemon policy.

The '06: A better quality than the first two, but over the past year and a half...two power cords shorted out. Once was replaced with the wrong one which resulted in a battery refusing to hold a charge and again, smoke. Hard drive failure. (They replaced with a hard drive that was twice the size of the original, to their credit). Another power cord issue. With days left on the service plan, I pointed this out, geek squad repair ended up shorting out the fan and nearly frying the CPU...but with a little research, the damange was undone though the computer has not run the same since.

I'm not sure what to think of my experience. On one hand, it could have been worse. On another, it could have been better. But I see no need to ever go back. I was told I could have reupped my service plan for the low low price of 400...but it didn't actually cover...well..anything.

Now:
1. I had a universal adapter. It said that on the cord. And its in the service plan info.
2. He cleaned the fan by putting the laptop upside down and blowing the air downwards. This shorted out the motor, and the CPU began to burn out within a day or two. Fortunately, I brought a friend along who observed this and was able to figure out how to fix it which saved me some cash...but really? I'm laying out the problem and the history of the problem for the guy, he doesn't listen and then can't actually figure out how to fix a repair that took about a half hour to do properly.

Also, earlier on a service plan I had a tech tell me its "against the law to cover a full replacement of a computer." I played dumb and told him that was interesting. I then went to his manager, told him what he said word for word and pointed out that I'm a lawyer. The manager said something to the effect of "I'm sorry, he lies like that sometimes."

Needless to say, now that my warranties have run out...I will NEVER buy anything from Best Buy again.

@Bog: Very few applications are going to be pegging even one core at 100% utilization. Typically, you're only going to be running one application that resource intensive at a time (unless you like to kick off a hi-res photoshop batch compositing job while you play Crysis or something). If that one application can't use more than one core, you're going to have a lot of idle clock cycles.

Source: I am a software engineer working in parallel programming tool development.

Apple switches out parts constantly from their originals due to inferior original products. Such was the case in my 6100/66 and G5. Sounds like they switched vendors this time and you just got unlucky. My lombard (probably similar if not same model as yours since mine was the last design for the PB) never had any problems until OS X came around and they disabled the graphics card.

You're actually comparing criticism of Geek Squad's crap customer service to genocide?

Link to somewhere we can find your book? Or is it not out yet?

I would definitely read that.

@P_Smith: OK, doctor. Help me out:

My PC worked before I moved. Movers moved it. I now push the power button, and electricity flows, but the BIOS isn't run. This renders the PC inoperable.

I just reviewed the thin manual that came with the motherboard, and it doesn't cover this behavior. I know of no way to diagnose the problem, or what needs repair or replacement.

What do you suggest I start with? I'm an avionics engineer, so I can decipher tech talk.

(I'm not being snarky. I'm really looking for ideas!)

Everyone always beats on Geek squad- many times with good reason. The only time I've used them they were quite good.
My video card had gone bad, and I had no way of knowing what the problem was, as I had no display. Brought it in to the Geeks. He did a full diagnosis on the spot, for free. I asked him if they had dual monitor cards for sale, as I'd buy one on the spot. He said yes, but they were overpriced, and that I should go over to Tiger Direct and buy one. Great experience.

@Radi0logy: Actually, to BBY's accountants, if the T7300 was in inventory long enough to be depreciated fully, it is free.

Oh wait, that was for the Accountantist.com.

Brent, as an OG Special Agent (#140 to be precise), I have been embarrassed with the level of competence since BB took over, which was why I left. BB doesn't want store agents to take initiative, but use the corporate created cd/dvd to troubleshoot problems.

It took me eight years to get recognized and interviewed to get my job with the OG, now all you need is a manager at a BB that has significant pull to get you in a GeekMobile. Try to tell me you have not been embarrased a single time by someone who was promoted to Agent status.

I have friends at BB and GS Precincts AND still have friends with corporate BB, who have told me stories that I haven't seen here. I give all of those guys crap every time I hear a new story (using a badge to get out of paying a prostitue, setting up a camera to record a teenager in the bathroom, not knowing how to install a printer driver while at a client's house, DO I REALLY NEED TO GO ON?).

If my winter leather GS jacket was in better shape (the liner inside is in rough shape), I would sell it in an instant, along with my badges and everything else that I got with the previous mentioned articles. It has been four years since I left, I was told I was leaving at a bad time because things were going to get better. I wonder when that is going to happen.

My husband and I were motivated to write a book- Digitally Daunted: The Consumer's Guide to Taking Control of the Technology in Your Life -- because of a series of articles about Geek Squad and the like. People often cede control to things they don't understand. You don't have to be a geek to ask intelligent questions or to smell something fishy. I do have a lot of sympathy for those Digitally Daunteds out there, but they need to educate themselves about the basics or they will be taken advantage of every time.

Listen... I was former Geek Squad and I was one of the best CIAs in that store before I left. I now work at the rival corporate tech store where 2 out of 5 machines were from Geek Squad.

And for the record, I'm not surprised that this customer's laptop got the wrong hardware in it. My best friend's laptop has been repaired 4 times, every time there's something wrong with it w/in a month. Plus it didn't help that the repair center swapped out her batter with a defective one either.

I used to be a proud CIA agent, until I saw what utter stupidity I was forced to work with.

I asked a friend that works at Geek Squad about this. He said that this is rare and 10 to 1 that this was shipped to Sony. Sony generally wants to fix all of their own computers and takes over a month. Generally, repairs are no more than 3 weeks.

this is a LAPTOP motherboard with a SOLDERED DOWN processor.

BZZZZZZZZT! Wrong.

The T7x00 CPUs were only available in what was known as Socket M. Unless Sony specifically engineered their own way to solder the Merom CPUs to their motherboards, they went in a socket, per Intel's specs. Not saying it's impossible, but it is VERY unlikely.

As for getting a lower-spec'd CPU, it's likely that BBY and GS had that model on hand and thought it would be 'good enough'. Heck, I was considering the upgrade in my Dell laptop (currently a T7200), but thought better of it when I saw the price of the new chip and how small of an audience I would have if I wanted to sell my existing one. The raw clock-speed difference is only about 8% and, being a multiplier on the CPU clock, doesn't affect any other aspect of the computer at all. Not saying BBY and GS were acting in good faith (far from it), but I can easily see where some mid-level manager made a decision after what was probably a huge internal debacle and wanted to just get it back out the door.

The second time something went wrong (something to do with the motherboard) they told me it was standard policy to wipe the hard drive and I could pay them to back up my data for some ridiculous fee (that would have been even more because I had more than the standard backup amount on my HD). No matter how much I argued that a) it had nothing to do with the data on my HD why would they have to wipe the drive? and b) they didn't mention this at all the first time, and didn't wipe the drive... they wouldn't budge.

I ended up going to the CompUSA that used to be around here and buying another HD and an external case, and switching my HD out for the new, blank one before handing my laptop over to them.

I promised myself I'd never use the Geek Squad again, and never get a computer from Best Buy again either. I've heard too much on top of my experience.

@bigdave914: It's possible he ran msinfo32; better yet, he may have simply right-clicked on "My Computer" and chose "Properties" which will show his processor type, speed, and ram; he wouldn't need to know much about processors (the whole point of the Intel naming scheme).

I like to think of computer repair as the new car repair. Most people NEED computers just like most people need cars. but they both can be finicky and expensive to maintain. Unfortunately, people who don't know enough about them to fix them themselves get hosed by immoral businesses and business practices.

@dimndgal1: I don't expect you were specifically talking to me, but my point still stands: computers are relatively easy to fix if users take the time and care to learn how.

It's just like car maintenance - if you don't know what's under your own hood and don't even know the basics of how it works, it's easy for a "mechanic" to screw it up or screw you on the bill and leave you hanging.

Good question! I'd say the answer is that the number of potential Geek Squad customers who read this site frequently, is too small to affect their market. That their chief competitor, Circuit City, recently went belly-up probably isn't helping, 'cause it means that B.B. stores are getting more foot-traffic than before, which means more feet walking past the G.S. desks, and more people who aren't aware of their reputation, using them.

1. Why didn't I send it to the manufacturer? Because the manufacturer's warranty had expired. Why should I pay them to repair it when I have a warranty through Geek Squad to do it for free?

2. Why didn't I repair it myself? Go try to disassemble a VGN SZ650N and then come back and ask me that question. Also, the cooling fan is soldered to the motherboard.

3. Why did I say that the price difference was $100? The prices for these models vary greatly depending on where you look. The price I posted came from information obtained from a Sony customer service rep. Perhaps not the best source, I am smart enough to realize that, but why the heck does it matter how accurate that number is???? Why would you be so picky as to call me out for that little discrepancy? Sorry, next time I will spend several additional hours on the phone with Geek Squad to determine EXACTLY how much it saved them.

Really people, this should be a place for us to voice complaints and hopefully warn others about shady business practices. Why would you devote so much time to trying to insult and tear down people whom you so arrogantly deem to be less intelligent than you? Should your vastly superior intelligence be spent on something more important or are you really just that bored?

With that said.....I would agree that not every Agent is the best in the world. The average Agent on the Service floor or In-Store GS. I personally call them "Service Monkeys." I know only what is posted but here is my take. It was said that the client didn't get the unit back for a month and a half. This tells me that the unit DID go out to a service center. However the unit was damaged, it was damaged. This happens and there is nothing you can other then try and make it right. If a unit needs a part and it isn't in-stock, it is ordered. We are at the mercy of the manufactures and have no control over when we get the parts. If they couldn't get the T7500 in a timely manor but had a T7300 in-stock, I could see anyone using it as a sub. I personally do not think this is right and do not agree with it. However, be in the shoes of the Agent at the Store that you are yelling at for just one minute:

Your the Agent......Client comes in wanting to know the status of their computer. You see that it has been out for over a month now. At no fault of your own, you need to tell the client that it is waiting on a part from the manufacturer in order to fix it. There is nothing you can do other then e-mail the service center asking them to hurry up. That falls on deaf ears for the most part and does nothing. Would you rather tell the client the unit is waiting on that part, or it is currently being shipped back here for them to take back?

In many cases, yes, the client would NEVER be able to tell the difference between a T7500 and T7300. If I was the person at the service center I can honestly say I don't know what I would do. Personal opinion, has nothing to do with Geek Squad or Best Buy, is this:

I would call up the Client and tell them that we don't have the part needed to replace the damaged part. We can either wait to get that part or replace it with what we have. If it is a lesser part, explain to them why and what the difference is. The ball is now in the Client's Court. Do they:

A. Wait for the part to come in from the Manufacture

or

B. Take the lesser part that will work just fine and they will never really see a difference

I would make it the client's choice. I personally hold myself to a very high standard and know that all of my fellow agents do as well. We hate hearing things like this and are working very hard every day for the clients. Not everyone is the best, like with every company. I can say that we do what we can to weed those people out and have no one but the best. Perfection is what we strive for, even though it is impossible to obtain. All I will say and ask is this:

We understand that your upset when things don't go right. We are like Car Mechanics, No one is ever happy to see us when they walk in the door. Know that most of the people behind that counter are good people doing a job and care a lot about you and your problems. Your the reason we have jobs. You have every right to be upset and mad about a situation and problem. Just try not to take it out on that poor Agent behind the counter that really only gets yelled at every day he comes to work. Most Agents love there jobs except for two things. The Best Buy Managers that don't understand what they do other then "Make Money" and the clients that do nothing but yell at them. Be upset, be mad, and tell them your problems. However, please don't yell and above all else, don't curse. I can't begin to tell you how many times I have seen grown men yell the F Word with 3 year olds 10 feet away. I am sure these kids here it in other places, but they shouldn't have to hear it like that.

Sorry for my little rant and off topic a bit. Please take what I said into consideration and know that 99% of the Agents that are there are at least trying to help you and if something goes wrong, ask what we can do to make it right. Thanks :-)

I got the distinct feeling they thought they could slip the changes past me since it was a warranty repair. What did they think, that I wouldn't notice there was no OS when I booted it up in front of them?

I seriously, SERIOUSLY doubt that Best Buy is going to tell the customer the true cost of different parts. They might quote their already inflated customer prices, but those are hardly to be taken seriously and do not accurately reflect what Best Buy is saving by skimping on a part.

Coincidentally, here is a post discussing what CPU upgrades a Sony laptop can take, doubly-coincidentally, that comes with the OP's same CPU. [forum.notebookreview.com]

The point of my reply was do not reply with such rock-solid certainty if you have no clue what you are talking about, as TheDude06 clearly does not.

Needless to say unless this gets resolved to my satisfaction I will only shop at Costco, Target and Amazon.com from here on out.

Often repair shops will stock some parts of common laptop series so that they can offer speedy repairs (essential if you want people coming back, or corporate gigs). Most of those customers just want to see the machine work. They will never check to see if the specs changed at all. So while Dell or Lenovo might have 20 varieties in a given series... the repair shop will have 1 model of motherboard, often the lowest end.

If someone complains... they can deal with it, or shoulder the charge to repair it right, but in most cases, nobody will look.

Best Buy sucks, yes, but not everyone has a myriad of options for computer needs.

But - you can direct the OS and other programs to favor the other cores this forcing the system to release or leave more resources available for the one core that the single core program is using.

This is yet another argument for users to take the time to read the manual that came with their computer and learn their computer's hardware. If I can do it, I'm sure other people can.

Our precinct takes, between items done in store and sent out for service, probably 150-250 devices per week. Multiply that by the number of stores in the US, and you have a ton of computers getting fixed. Some are bound to slip through the cracks.

Why don't you take a little time to watch Geek Squad TV, right now they have some tours of our central repair facilities [www.livestream.com]

As far as saying that we all provide bad customer service, and that we suck and everyone knows it, I would say with the volume of computers we have that what you say is simply not true. People come to us because they trust us. There are bound to be some bad apples out there, but there are thousands of agents that strive to provide good service. And we are all individuals; we are regular people who go home at night, who read consumerist and digg, who hang out with friends, go to school, etc. Alot of our agents go on to work for large companies or government entities in their IT departments.

And as for the FEW incidents of data theft, or of the videotaping incidents, they are isolated incidents that have not happened for quite some time. We have people from corporate come to our stores monthly to walk through and make sure we don't have the items to perform these heinous acts. After some of those incidents, they sent a team to every store to take our computers and see if we had been stealing information - those people were authorised to fire anyone in the company, up to our top tiers of management. There were a few stores that were caught with customer information; they fired all the geek squad agents at those stores, and the entire store management. They take this stuff VERY seriously.

I am proud to be a Geek Squad agent. It's what I've been searching for my entire life, and I want to move up in the company. There is a culture here that few people comprehend.

never say never. i wouldn't buy from someone with a very low feedback rating who is selling a few items. power sellers with consistent inventory will win my bids.

That being said, a friend of mine works at a large tech firm, and they have in-house technicians who are great, and have helped me the two times something went wrong with my laptop, one hardware one software.

They drove a lot of the small, competent guys out of business, especially when they were first starting up and running all kinds of programs that usually waived the housecall fee.

@Radi0logy: Actually, TheDude06 is correct, so it may be you who have failed.
Sony solders most of thier processors, and even the memory and hard drives in thier laptops. I have several sitting on my workbench taht are completly soldered, no user replacable or upgradable parts.

@Matthew Berkhan: If its not important enough for the time frame to get a mention in the article then it should be assumed that it happened within the past month. I know that the article about the guy that bought a Sega Genesis light gun at Computer City, and then couldn't return it was the exception to the rule, but there you go!

Never use Geek Squad, they do more damage than good.

The "technicians" who aren't good enough to drive around semi-unsupervised are the ones "fixing" broken PCs and "customizing" new computers inside your local Best Buy store. Most of them are morons, unqualified at best. They are former floor salespersons who sold enough high-profit-margin software & peripherals to computer shoppers to earn a spot behind the in-store "service" counter.

Bottom line: I can't say that Geek Squad is unequivocally bad, because I have seen stuff in the field that was done absolutely right by their on-site techs. I can say, however, that their in-store service truly SUCKS.

the real problem here is that $400 computers DONT GET REPAIRED. sad as it is, this is a disposable society. your cash is nearly always better spent on a new machine, then even spending $50 to get geek squad to look at it.

Did you lose the ability to read halfway through my comment? Maybe I was too subtle, but folks like WorldHarmony were able to understand the point.

Another reason not to get repairs at Geek Squad.

Not entirely related, but I'm musing here.

The original motherboard died, so he brought it to Best Buy to have them service it. When it was returned to him, he didn't notice anything wrong with the system since it runs.

But when he started playing games, the games would perform poorly. I inspected the CPU/motherboard and discovered that the replacement motherboard Best Buy/Geek Squad used detected the processor as a 1.1GHz. It isn't a CPU jumper setting issue.

The BIOS needed to be updated for CPU compatibility.

My friend brought it back to Best Buy and they told him that the motherboard in the computer is not the one they used as a replacement.

I told him in advance to not buy ANYTHING from Best Buy, but he refused, saying that buying online from sources like NewEgg.com is not the same as going to a major brick-and-mortar store like Best Buy where you can go and test the computers in person.

That sentence makes much more sense now! hahaha.

Power Supply 1

Power Supply 2

After I used her machine as an example of what computer work should NOT look like I believe she went and got her money back.

(BTW the machine was shot because the zip strip holding the power supply decided to rest upon the processor fan, thus ruining the fan, the CPU, and the motherboard. A perfect trifecta, Geek Squad!)

We read about how GeekSquad sucks on daily basis on this site. Why is it that people still use their services? They're horribly overpriced, have horrible customer service, and they do a vastly inferior job. It's almost to the point that I have no sympathy for people who get screwed using their service as everyone (even my mom) knows they suck. We should make a point not to use GeekSquad when we need a computer repair and one of two things will happen: 1) They go out of business or 2) They actually get their act together and do good work for a good price.

As of a year ago, many people would get better performance gaming with a dual-core processor because the games weren't optimized for quad-core.

Sources: I'm a software engineer.

@SpruceStreetPhil - doggarn bike thieves: Actually, that is how Intel rates the performance of its processor lines. The T7200 < T7400 < T7600 for instance. Just because he found the T7500 selling for less than the T7300 doesn't mean it is in any way inferior. You can find better products for cheaper prices all the time...

By further deductive reasoning, we can easily conclude that a T7500 - T7300 = T200, so they must have saved themselves $200.

Far too many people, though, do go by just the the model number, or the raw processing speed, in determining what's "better." If I have a quad-core at a lower clock speed, it's sure gonna beat the pants of a single core with more MHz.

At some level, that it only would cost bestbuy ~$25 to do the right thing and repair it back to spec makes this story more sad than if it really was $100 price difference between the two processors.

Not saying its right, just get all the facts straight plz.