When Geek Squad can't figure it out, do they just say 'virus' and have you clear out your hard drive?

Question

OK I don't claim to be an expert, but I do know enough about computers and what happened here and when it happened. We got an Excel file from one of our suppliers, linked to another file in their network down there. When you went to open it, it took forever asking if it wanted to link back and stuff. Went to print and it froze up. Then PC restart saying spool writer is missing, gone..what not.
I tried whatever I knew and finally had to call someone, Geek Squad was all I can think of. Anywya they ran all kinds of things and couldn't get it fixed......then the lady said, "Oh yeah, it's a virus" you have to wipe out your hard drive. #1 we do have up to date virus protection on, #2 she said oh it's spyware though that it came in trhough. Now this ALL started exactly when we went to open the Excel file.

Basically, when they don't know do they just blame on virus and say wipe off the hard drive?

Answer 1

Good question and that's my experience as well. Although I've never called Geek Squad or Firedog or those other guys, friends have and guess who gets called next? Yep.

The majority of the time if it's not something simple, it's written off as a virus or spyware. It's easier for them to just perform a reinstall. That's also their chance to sell extra stuff like anti-spyware and antivirus software and "clean-up" software.

This happens way too often.

Answer 2

Having been a former Geek Squad employee (albeit for 3 weeks), I never went the anti-virus route nor suggested that the hard drive be wiped UNLESS that was the absolute last option on the table.

If your Excel file was opening a hard-coded Internet address which used DNS lookups and other irritating stuff, Geek Squad should have figured that out. I know I would have and I know that the solution is either to delete the references to those other files or have the company send you those files. As for the printer issues - drivers to become corrupt and a reinstall (or a XP system rollback) will magically resolve that issue.

Answer 3

Just "the person" you talked to said that!

And it is usually a paid operator who is reading from a book; a check list, like all good technicians use; to get through the possible problems.

It sounds like: One machine has been getting its Default button pushed by someone who thought it was the coffee machine.

You will probably need to reinstate, reconfigure the software, to the settings so each machine can use the protocol they all have in common that makes it so they can share.

Share; money; offer to a real technician...

Answer 4

That seems to be their stock answer. What I suggest that you do is go online:
http://housecall.trendmicro.com/
http://www.bitdefender.com/scan8/ie.html
http://www.pandasoftware.com/products/ActiveScan.htm
Online virus scanners

And then to:
http://www.download.com/Spybot-Search-Destroy/3000-8022_4-10401314.html?tag=lst-0-1

http://www.download.com/Ad-Aware-SE-Personal-Edition/3000-8022_4-10639408.html?tag=lst-0-1

Which are Spyware/Malware/Adware removers.

Geek Squad used to hire some of the best and brightest, but they have changed their business model, and now most of their techs
couldn't tell a registry key from a house key. They are competant enough if all you want to do is install a CD-rw, but I wouldn't trust 'em much past that.

Answer 5

You got it. Virus!! Wipe the hard drive!!!
Ultimate solution to everything!!

Answer 6

I know the first and the last solutions of all tech support for windows computers:

The first step is ALWAYS reboot your pc.

The last step is ALWAYS format and reinstall.

Answer 7

If they can't solve the problem they call a trekkie.

Answer 8

yup thats thier answer for everything