Local Computer Techs Fail The Consumer Test

By Leisa Zigman I-Team Reporter

(KSDK) - Many of us are so tethered to our computers. It seems they are just as important to our lives as food and water. If our computer breaks, the first reaction is panic. Since most of us don't have a clue how to fix a computer, the I-Team went to work conducting a hidden camera under cover test.

With the help of a computer expert, we tested the honesty and competency of local computer technicians. We sent a production assistant all over the metro region with a computer we intentionally sabotaged. Our computer expert said the fix would be easy, inexpensive, and obvious.

After booting up our laptop, one technician from the Best Buy Geek Squad in Brentwood said, ?Yow-sers, I have never seen that before!" Another, from SwifTech in University City said our computer was, ?done and gone.? But the most unbelievable response came from a Circuit City Firedog technician who said, ?I really don?t know what I?m doing.?

Before starting our test, the I-Team consulted Detective Mike Weber, a computer forensics expert.

Detective Weber verified our PC was in good condition. Then he installed a jumper. A jumper is a little white plastic plug that short circuits the computer's ability to see the hard drive.

Weber explained how a competent technician could easily find and fix the problem once he opened the computer?s hard drive.

Weber said, ?It's very obvious, if we're taking something in for computer repair, you want to look at the most obvious things first.?

Armed with our lap top, a KSDK production assistant headed into Circuit City in Brentwood. It took more than five minutes to find an employee.

"That is our Firedog desk right here. They're the computer guys actually."

But, again, no one was there to help our production assistant. She was told to wait. Eventually, someone arrives.

This employee goes in the back and gets another technician who tells our assistant about a free pc check that would diagnose her problem. She learns the main tech who runs the program is out to lunch.

She agrees to leave the computer and returns 45 minutes later.

Two hours after entering Circuit City in Brentwood, we hear our solution.

The tech said, ?"The only thing I can suggest is that you contact Dell because this is a Dell thing."

He never ran the free pc check and never looked at the hard drive.

At Swiftech, technicians promised a full diagnostic test and they promised to consult with Dell. We?re told the diagnostic would cost $75.

We agreed, and two days later learned that our hard drive had failed.

We could either replace the computer, or pay $185 and replace the hard drive.

Clayton Computer and Software Centre International never opened the computer and also referred us to Dell.

It was the same story at the Circuit City and Best Buy in Chesterfield.

At Computer Problem Busters in Creve Coeur we paid $65 for a diagnostic test.

Within seconds of opening the hardrive, Eytan Rodin found the problem.

Rodin said, ?This was obvious. Someone pulled out the hard drive, put something on, and the computer wouldn't boot."

Rodin could not think of any logical reason why so many technicians never bothered to open up our computer. He said our test provides great information to consumers. Nearly 90 percent of the stores we visited failed.

Rodin said, "You have to know something about their reputation. If not, you have to understand you're going to be rolling the dice."

Aaron Nulty, the St. Louis District head of Circuit City's Firedog unit said, ?We service, repair, and diagnose all computers. It's concerning to hear technicians didn?t even open the computer."

Paula Baldwin, the Senior Manager of Best Buy?s Public Relations e-mailed the following statement, "Best Buy has strict policies regarding the protection of customer data. In this particular case, the data on the laptop was protected by a password. Because we were unable to verify ownership of the computer, our technicians recommended contacting Dell to confirm through the serial number that this laptop belonged to this customer. While our technicians are trained to repair any computer purchased anywhere, they also must follow strict guidelines for protecting customer data. We fully support their decision to refer this repair to the manufacturer.? SwifTech also sent a statement. William Scherer the co-owner writes, "Clearly computers and technology can stump even trained professionals. Most people don't understand that there are a myriad of potential problems that must be considered as causes of a given computer problem under normal circumstances, let alone circumstances in which a system has been sabotaged. We accept the results of the competency test. However, due to the fact that the system had been deliberately tampered with, combined with the story we were told that was a deliberate misdirection, this 'test' should not be construed as relevant to most real-world computer repair scenarios. Furthermore, we called the system manufacturer, Dell, for additional assistance and the Dell support engineers diagnosed the computer's hard drive as a total failure. These factors should underscore the variety of possible scenarios and technical details that are present in most seemingly simple computer problems. Companies like SwifTechs and others provide value and assistance to people by offering a convenient alternative to fixing their own computer problems. Although we successfully resolved part of the issue, the complete resolution eluded us, and the Dell support engineers as well. Under these circumstances, our opinion is that this does not reflect the workmanship in the 4500+ service orders we have resolved over the past eight years, and is proven by our many happy local clients."

Michelle Peters with Software Centre International said, ?I didn't attempt to make phone call based on previous experience and trying to save money for the consumer. To open the case, it would have cost 45 dollars. It was the least expensive solution to have manufacturer reset it. It was free advice to a young person who implied she was of college age.?

Steve Dodson, President of Clayton Computer, writes, ?In review of the incident with our technicians who looked at the sabotaged laptop, we believe our technicians took the best course of action based upon the problem you presented. While not an immediate fix, calling the manufacturer for the bios password certainly would have been the first step towards diagnosing and fixing the problem. As it was presented, only the manufacturer would normally have a password to fix such an issue and it would only be given to the rightful owner of the laptop and not to us. Thus, you were actually given information free of charge of how to begin the diagnostic process. If the manufacturer had given you the password to unlock the bios and there was still a problem, then we would have done a full diagnostic. In the process of a full diagnostic we would have certainly found the obvious problem. While we didn?t get an immediate fix for you, our technicians were looking out for the customer?s best interest by giving you information that could have possibly fixed your computer free of charge. This is in keeping with our company policy which states, 'We will always inform our clients with the knowledge that equips them to make the best decision for their individual needs.?

Computer experts say, choose your computer technician like you choose your doctor. Do your research, get references, and interview them for the right to have your business. And remember, the closet most convenient location may not have the best trained or most competent technicians. Questions to ask your computer technician and tips for selecting a shop:

www.informationedge.org/tulaneloyolafcu/repair/computer-repair-tech.htm

Troubleshoot minor issues yourself and learn how to perform simple maintenance tasks:

help.cnet.com/pc-troubleshooting-learning/

Use the BBB to view complaints against local computer repair shops:

http://search.bbb.org/BrowseCategories.aspx

(Click the Computer Service and Repair category to then search by zip code)

Do you have a tip for the I-Team? E-Mail I-Team@ksdk.com Call 314-444-5104