None of us really knows how our cars work, which means that every trip to the auto mechanic is an act of faith. Even when we’re suspicious of the repairs or dubious diagnosis provided by the corner mechanic we often roll over anyway, throw open our wallets, and genuflect in the presence of their mystical wizardry.
So no surprise then that CBC Marketplace has taken the boilerplate “bust a mechanic” TV camera entrapment scheme and used it to go after the 21st century’s answer to the auto mechanic — Geeks. In this video they busted Geeks On Call Nerds on Site (thanks to the Geeks On Call pseudo-lawyers for clarifying this), Geek Squad, and the nerds in VW Beetles from a number of other smaller organizations making all kinds of wacky diagnoses of the planted problem (albeit a persnickety one) of a damaged RAM DIMM.
I for one am disappointed they didn’t show more. From my experience with (fellow) geeks, I’m surprised there weren’t even more hare-brained recommendations than the $2,000.00 “clean room” in London, Ontario.Like grease monkeys, the geeks are becoming used to dealing with customers who revere their “talents” (read: dubious obscure knowledge) and over-simplifying problems to aid in comprehension. Also like auto mechanics, the temptation to exploit this gap in understanding is tough to resist.The difference is that in the automotive world, most of us have fled to the eager arms of dealer-affiliated repair shops. The reason is the feedback loop: if we feel ripped off, if we are concerned about the qualifications of the mechanic, or if we doubt the merit of their diagnoses these can all be addressed with the regional office of the manufacturer or beyond, and the mechanics know that.
But in the Personal Computer world, the reps that are being busted are exactly the people we’re used to trusting: technicians affiliated with major retail, software, or hardware brands. And while the feedback loop appears as though it might be there, these large companies have done a much better job than the auto manufacturers of insulating themselves from the petty concerns of their customers.
What the CBC has really done is expose the entirety of the business model associated with the mobile computer repair business: the upsell. They exist largely as a customer retention program for retailers, so that the first sale becomes a platform that results in a total lifecycle of sales as your computing equipment “matures” into planned obsolescence. Of course they’re just TV reporters so they didn’t really clue into that, so there’s little about this story that will surprise any of us within the industry.
Still, it’s fun to watch self-important geeks who 30 years ago would be wiping the grease from their hands as they waxed poetic about the ailments of our family cars, come up with a plethora of totally overblown and completely irrational conclusions. That said, a blown memory DIMM is difficult to diagnose, especially if the computer boots (which is not clear in this report).
Fortunately, there are a lot of geeks out there who can fix this kind of stuff, and you probably know one. If you do, then certainly the personal accountability feedback loop will probably do more good than any corporate accountability feedback loop. Just don’t call me — my Volkswagen is a Jetta. 🙂
-Ian.
And, having solved all the world’s problems, the attorneys turn their attentions to the Zweiback machine.
Corrections are corrections, (see also: butthead astronomer) but; Geeks on Call, you all look the same and your corporate policy is (or hey, was) anti-intellectual.
Ian –
Thanks for the correction. Some of us are trying to make a living with the Geeks On Call brand so it is in our interest to protect the company’s name. If you find a GOC tech or franchisee not doing a reputable job, let us know. We’ll take care of them.
BTW, I was on Millionaire a second time – actually made the Hot Seat with Meredith(!) – but didn’t win so much that I could retire. Good luck if you try to google up that.
Jack
Ian is “write”… whoever did call this guy a journalist?
Kind of makes you ponder the point doesn’t it?
Better yet, who ever called him a (GEEK)… except himself?
Gotta love the self proclaimed guys LOL…
Just jibbing ya Ian, good writeup :)!
Matt in DFW…
Hi Ian,
One does not really need to be a Journalist or Lawyer to understand slander. Lets just say that you are the founder and owner of over 200 “Ian’s Prime Burger’ restaurants. Lets just say, that after numerous complaints, 60 Minutes investigates and finds that “Bill’s Prime Burgers†restaurants are serving burgers infected with “Mad Cow Diseaseâ€Â
Then, on one Sunday, 60 Minutes reports, that “Bill’s Prime Burger†restaurants are all infected. However, instead of “Bill’s Prime Burgers†they mistakenly stated “Ian’s Prime Burgersâ€Â. Well, what would you do??? My guess is that you would file some kind of “Wacky†lawsuit and win a lot of $$$$$. Just plain “Wackyâ€Â, isn’t it?
Anyway, I would not call anyone protecting his or her reputation and livelihood “Wacky†However, thank you (for what it is worth) for the minor correction.
1800905GEEK (A “Geeks On Call†company) is not, in anyway, affiliated with any of the companies mentioned in the video/article. They just take pride in their work and drive “Chrysler PT-Cruisersâ€Â
Who said I was a journalist?
Your attitude on correcting your own “typo”, “My bad” astounds me for the lack of resposibitility you as a journalist should have. Have you EVER heard of proof reading, checking your sources or knowing who your own sting includes, well, apparently not. Perhaps you should consider a career change.
Hmm.. well, he who lives in a glass house shall not throw stones, DCGEEK. The broadcast in question is called “Marketplace”. I’m the author of this article which sources the Marketplace piece. And as for “hurting the innocent” I suspect the video argues otherwise.
I’m not interested in whether or not you trust further articles from this web site .. don’t like ’em, don’t read it.
Furthermore, it looks like the Geeks on Call guys have their feathers ruffled by my little typo: Jack Jackson, former Millionaire contestant, seems to be one of the Geeks on Call army. Wacky.
Clearly the author is bashing person or company who have GEEK in their name. This kind of sloppy (yellow) journalism gives the 5th estate a bad name as well as hurting the innocent. If the author is a credible professional, the story to be re-written to eliminate errors and inaccuracies.
Can I trust the other articles his written since this one is clearly full of errors and biased to the extreme? I don’t think so…….
I was very surprised to hear that Geeks On Call was “busted”. I have known several of the Geeks On Call, now 1 800 905 GEEK, technicians and have found them to be very knowledgeable. From what I understand, these guys must go through not only certification from a third-party but also must pass several test and go through training before they are even allowed to work on computers. I have even seen them work “up close” and have never seen or heard of them trying to “hussle” anyone. I found that their advice is sound and true (I’ve checked). I realize that it is hard to trust just about any repair person now-a-days (plumbers, contractors {anyone see Holmes on Homes?}, auto mechanics), but don’t you think you should scritinize your reports before posting them for the world to read and then get the wrong idea? If you state that the “Nerds On Site” give bad and incorrect advice… aren’t you doing the same thing by bashing everyone as a whole and not reliably stating your comments? Until I have “real” proof, I will continue to stand behind the 1 800 905 GEEK guys, I have seen their work and know a lot of people that I have recommended their service who are completely satisfied with them. My 1 800 905 GEEK technician has always been straight forward with the diagnosis. He has been accurate and fast and always within the quoted estimate. Unlike Best Buy’s Geek Squad who took four days shy of two months to fix my wife’s laptop. “Fix”? I should say “Mail”. I found out that they didn’t fix anything, they sent my laptop out to Toshiba for repair and then they lost the thing…AArghhh… Don’t get me started on that conversation… Anyway, as a favor to these guys, would you mind terribly changing the content of your post? Everyone reads what you post, and not necessarily that you have posted a “My Bad” apology in the comments section. Do the honorable thing and make it right.
Ian,
Would you please correct the slandering statement located in the second paragraph, “In this video they busted Geeks On Call, Geek Squad, and the nerds in volkswagens from a number of other smaller organizations making all kinds of wacky diagnoses of the planted problem (albeit a persnickety one) of a damaged RAM DIMM.”
I am reqesting this because “Geeks On Call” was not busted and “My Bad” does not cut it unless people are going to read all the replies. It’s called responsible reporting.
Ian,
Was Geeks On Call actually one of the tested companies? I’m not aware of any franchises in operation in Canada. Did you actually use Geeks On Call as part of your sample of onsite repair services or are you succumbing to the same market misidentification which prompted Geeks On Call in the USA to re-brand as 1-800-905-GEEK?
My bad, you’re right … it was actually “Nerds on Site” that got nailed … Geeks on Call was not highlighted.
FWIW, Geeks on Call wasn’t mentioned in the piece. I don’t think they have any franchises in CA yet. Dunno how angry they might get that you lump them in with all the other companies that actually did get stung.
–yargls.
I read the article and viewed the entire segment @ http://www.cbc.ca/marketplace/2007/10/03/geeks/ and I notice that in your title you refer to this video busting Geeks on Call and Geek Squad as you may or may not know Geeks on Call is actually a nationwide company in the United States. This company is not associated with any retail store and is not viewed or even referred to in the video. I think that your error in this matter is hurting our business and since there is no reference to our company, you are providing false statements. We currently do not provide service to Canada but your site has no geographical boundaries. Please change the text to maybe Nerds on Site or some other company featured in the undercover news report. Thank you.