Staples Tries To Charge Senior Citizen $390 For Basic Computer Repair

[Pale Blue Dot]

Reader Michael watched incredulously as a Staples tech tried to convince a senior citizen that his computer wouldn't work properly without repairs costing almost $400.The senior, who had been lulled into Staples for a free tune up that suddenly cost $39.99, didn't understand why he needed to spend money on a "diagnostic screening ($49.99), virus removal services ($150), and more RAM (~$150)." Michael intervened and offered to look at the computer free of charge. He couldn't believe what he found when he popped open the computer.

He writes:

Thought your readers might find this information useful. While making a return at Staples (800 Lexington St, Waltham, MA), I happened to hear an elderly gentleman disputing a service charge. He had brought his PC in for a free "tune up," and now was being charged $39.99 for that service, plus the service technician was explaining that he needed to purchase a diagnostic screening ($49.99), virus removal services ($150), and more RAM (~$150) to get his computer working. His PC had four viruses, the technician explained, but they would need to run the diagnostic to determine the extent of the infections and to determine if any hardware needed to be replaced.

Having done PC repairs for pizza money in high school, I couldn't stand to watch a senior citizen get bilked that much to simply have anti-virus installed, run, and then (presumably) removed since it was just a "service." I stepped in and offered to take a look at his computer for free, though I couldn't make any promises about fixing it. The technician glared at me, but when the gentleman took me up on the offer he left us alone. I made my returns and followed the man to his house to see what I could do (OK, maybe I'm too trusting but I figure at 6'3" and 230, there's not much and 70 year old can pull on me).

He explained that his computer had worked well enough for e-mail and web surfing, but after he took it in for the free diagnostic it wouldn't start up anymore. Sure enough, we plug his Gateway in and nothing: The monitor doesn't even flicker, even though the power button turns green. I insert a live CD I'd brought along, and still no luck. I double checked that everything had been just fine before taking it in: He hadn't dropped it on the way to the store, hadn't ever opened the case up. He said the technicians had told him he'd need to have virii removed and more RAM added; he suggested he might as well get a new computer if they were going to charge him $300. Seeing how not even the BIOS was showing up, I was starting to worry he was right.

I opened up the PC, expecting the worst: A melted motherboard, fried circuits, or worse, nothing visible at all. I poked and pushed all the parts, making sure everything was tightly pushed in. Everything seemed alright, until I came to the RAM: His DRAM had been partially ejected from its slot, which only could happen if the buttons that held it in place had been pushed. Since he had never opened the PC case up, there was only one explanation: While rummaging inside his computer, a technician had (accidentally or on purpose) hit the button and caused the damage that they were now trying to charge him $390+tax to fix.

http://consumerist.com/362708/staples-tries-to-charge-senior-citizen-390-for-basic-computer-repair

Although I would love to comment further, it would probably be best if I didn't; except to say that I have reason to believe that nothing in this article is inaccurate.

[aquart]

1. Define "damage." Could the DRAM be properly inserted?

[Pale Blue Dot]

2. I did not write this article, I just linked to it.

I have no idea about the DRAM, I just have no reason to doubt that Staples would try to charge a senior citizen $390 for a simple computer repair.

[ingac70]

4. Computers have gotten so cheap...

the poor old fella coulda went to walmart and bought a new desktop for that!

[Pale Blue Dot]

9. Exactly - or Staples could have sold him a new one.

The problem is that computers are very, very low margin. A $399 computer system sale will probably make Staples (or Walmart) about $30. A $390 computer repair, however, is almost 100% profit. The only expense for Staples is cheap labor.

BTW, I have no reason to doubt that this practice is any different at Best Buy or Circuit City.

[madokie]

44. I agree a 100%. I'm old and have seen a lot

my suspicions is that the same things go on in the computer world as I've seen in the others, automobiles, home appliances, and the list could go on and on. Theres lots of just downright no good sons of no good mothers out there.

Add: if you want to see some serious getting screwed go to a boat engine repair shop or take one in to have it worked on. Might as well go ahead and get greased up before you go to pick it up cause you gonna take a screwing.

[BearSquirrel2]

35. If you're getting your A+ certification ..

If you're getting your A+ certification, remember that computers are quickly becoming disposable. The biggest skill to have is getting data off the hard drive and putting it on the new one.

[ingac70]

42. Thanks for the info...

I just started studying to get my A+.

[BearSquirrel2]

46. It's not bad but ...

It's not a bad thing, but just remember that it really doesn't say much besides the fact that you took the time to learn a few things and take a test. The Certification business is a bit of a racket and none of these things test anything beyond trivia. The people who set the standards have no actual idea how these machines operate so they have no understanding as to what a good computer science education provides.

[lynnertic]

13. from the description

DRAM had been accidentally/on-purpose partially ejected causing a break in the circuitry of the box, and the box won't boot up if something is loose. It happens to me all the time with SCSI cables*




(*yes I still SCSI! In fact, my highest-quality scanner is a 1996 UMAX w/ SCSI1 connector! my brandnew USB scanner from HP has optics like a disposable 35mm camera, and sometimes you just have to go with what works.)

[ingac70]

3. PC Techs at Staples and places like that...

are like car mechanics at major dealerships. Shysters.

[Pale Blue Dot]

5. Unlike auto mechanics, however,

"Techs" can be hired at Staples for $7 an hour with no experience except being a teenage computer "geek".

[ingac70]

19. ....

I had to buy a vehicle diagnostic computer to find out why my check engine light kept coming on, as the Volvo dealership didn't seem to want to do anything about it.

After I did the check, I went back to tell them what was wrong myself and they still fixed the wrong thing! Of course, I had an extended warranty, so they did shit like that all the time. They do that stuff on purpose, I am almost certain that sorta stuff is encouraged even among the less skilled at places like Staples. More than once I had things go wrong with my car right after having a "service".

I'd take my computer to the guy up the street in the ratty old trailer with the "computer repair" sign in his yard before I'd go to a Staples.

[Deja Q]

34. Incorrect.

Hired with having experience for having a silver tongue.

[knitter4democracy]

52. Not at my car dealership.

I'm just sayin' . . . I've had enormously good luck there, which, frankly, has surprised the heck out of me.

[HowHasItComeToThis]

6. I HAVE HAD SIMILAR QUESTIONS CONCERNING STAPLES.

:mad: :mad: :mad: :mad: :mad: :mad: :mad:

[Kittycat]

7. When our laptop screen broke, we called the Greed Squad.

They were going to charge us $200 JUST to look at it. Any repairs and parts would be extra. We pulled an old monitor out of the basement, plugged it in to the back - and that was the end of it. By the time they were done, it would have been cheaper to buy a new one.

[tpsbmam]

22. And my experience was the opposite -- I suppose it may depend

on which store you go to. My desktop computer has had a screwed up power button for eons. It totally gave out at, of course, just the WRONG time and I couldn't get it fixed. Called a couple of local guys that people recommended -- they wanted upwards of $75 to just look at it. That wasn't going to happen. Raced it to Geek Squad and they fixed it right then and there and didn't charge me anything. I note it's still working fine, too -- hasn't done that for at least 2 years.

[ProdigalJunkMail]

8. while i despise those sorts of tactics

it is unlikely that loose RAM would prevent the BIOS from loading or at least something on the monitor...the rest of the story I believe entirely...but that is a stretch...

sP

[Pale Blue Dot]

10. That part of the story I can't comment on.

As for what happened at Staples, however, I believe it 100%.

[ProdigalJunkMail]

11. agreed 100% n/t

[lynnertic]

14. it's happened to me before.

this is a probable story.

[ProdigalJunkMail]

16. your BIOS would not even load?

you don't even need RAM to load the BIOS...I guess a short could have happened. I believe Staples did something here...shifty at that...

sP

[lynnertic]

55. wouldn't even "turn over" - it was obvious that the memory was unseated

and of course I had just finished screwing the danged thing shut and that's always bad luck.

Rule #3 of computer work = never screw the box shut until you test it.

(#1 is save often, and #2 is make a backup before you start screwing w/ things. #4, FWIW, is only do one thing at a time. Learned that from a guy in suspenders.)

[hobbit709]

17. If POST doesn't detect RAM-you get nothing on screen

[ProdigalJunkMail]

20. i have never experienced that

even without RAM the BIOS loads on just about every machine i have ever worked on...

sP

[hobbit709]

29. Any system that has onboard video with shared RAM

You will get 3 beeps and a blank screen. If you have a video card in a slot it will light up at post but shared RAM video will not.

[ProdigalJunkMail]

30. well, that would likely explain it...

shared video RAM is not something I work with often...

sP

[DS1]

21. not really

I've seen plenty of first-time builders stopped at that point. some of them need a lot of pressure to be fully seated, far more than people expect.

[ProdigalJunkMail]

23. yeah...they can be hard to seat...

and i can easily see missing that on an install...but if this thing WAS running...and then not...someone pulled that RAM.

sP

[DS1]

24. agreed

I was commenting on the part about the system merely starting to run its fans and nothing more.

[ProdigalJunkMail]

25. someone else mentioned this BIOS issue as well...

in almost every system i have worked on the BIOS will load and you will get a monitor screen without even having RAM in the machine...have you experienced this NO BIOS load thing too without RAM?

sP

[DS1]

26. with or without ram is fine

but it has to be fully ram or no ram, not partially seated ram not closing a circuit

[ProdigalJunkMail]

27. i have only done that on one occasion

and the BIOS still loaded ... HP ML350 Gen III ... oh well ...

sP

On Edit : that pic in your sigline i a riot!

[Deja Q]

36. Incorrect.

A loosely seated RAM module (anyone who calls it a "stick" is age 25 or younger) can prevent the system from reaching the POST. Indeed, nothing would happen, or if one was lucky, one would get a series of beep codes. I can tell you the precise sequence without googling, if need be. Dependent on model, but most of the recent models (last 2~4 years) confirm to the same beep sequence these days...

If the module was mostly seated, there is a chance it would boot up, but in all likelihood would deliver more BSODs than a choking hamburger eater. Seated modules and peripheral cards can become loose, if not unseated, and cause problems... but usually, once they're in they're in. Only during transport would they really come loose, and even then RAM modules are tighter than PCI cards... or I've seen loose PCI cards when I have yet to see a loose RAM module...

[idovoodoo]

40. Well, to pick a nit, the beep codes ARE the POST

;-)

[ProdigalJunkMail]

45. I am nearly 40 and i call em sticks sometimes...

and I guess the fact that I have seen the BIOS loading prior to RAM even being inserted was a hallucination? Part of the POST is testing the RAM...so...I am not sure how not having RAM would preventing from reaching the POST...I can definitely see it FAILING the POST...but not getting there? Maybe I am misunderstanding your terms.

By the by, did you ever get your RAM voltage issue worked out?

sP

[foxer]

53. I've had that happen, wouldn't boot, no video.

[jody]

12. IMO if the DRAM was not properly in its slot, somebody partially removed it. n/t

[ProdigalJunkMail]

15. hey...something we can agree on :-)

DRAM doesn't just creep its way out of the socket...someone either intentionally or accidentally adjusted that slot...and as I have just spent the last few hours (except of course the time spent arguing with you :-) ) adding RAM to a few dozen boxes I just can't see that being TOO accidental!

sP

[fenriswolf]

18. I used to work at best buy at geek squad

I got fired after about a year. I saved our customers way to much money buy giving them help they can use rather then pawning off products and services. One thing that truly disgusted me was we charged 200 bucks for a system restore. Most prefab computers come with a HD partition that has the system restore on it. All it takes is hitting the f11 key upon start up and the restore process is underway. Their are so many people getting screwed over computer repairs.

[lynnertic]

32. the shame of it all is that the folks who despise and distrust IT guys

are the selfsame people who won't open a help file to RTFM if their lives depended upon it.

I won't do desktop repair for money anymore. I quit once I saw how people directed their fear and distrust of the machines, and frustrations with their own ignorance, at me. There isn't enough money in the world to make me think that taking that kind of crap is a good idea, when I'm just there to help.

Computer literacy is not just the knowledge of how to work a computer but also a basic knowledge of how the thing is put together and basic troubleshooting skills.

You don't have to be a mechanic to drive a car but you kind of need to know when the emergency brake is on.

[Deja Q]

37. Well, people in IT usually get paid to ensure data integrity and restore as much as recoverable.

Big Box stores take a big piss on everybody in this regard; hence your example.

Not all PCs have the system restore partition, and by using it, it will summarily wipe all one's data from it. Backups are nice, but these days you are right - they come with the HD, if not a separate CD or DVD to do the same thing too... F11, F12, it depends on the brand too...

Meanwhile, Best Buy has been busted in the past for using pirated software(1) and peoples' data (music, videos, porn)(2)... why are they still trusted?

(1) http://www.google.com/search?hl=en&q=best+buy+pirated+diagnostic+software&btnG=Google+Search
(2) http://www.google.com/search?hl=en&q=best+buy+stealing+music+porn&btnG=Search

[fenriswolf]

39. same reason people come in for us to fix simple issues

they just don't know. I mean yes data backups are great if someone HD gets fried but it seems like such a waste, all you do is hook up the HD to another computer and drag whatever media you need from it onto a cd, takes 15 minutes, costs the eu 100 bucks. disgracefull.

[Prisoner_Number_Six]

43. There's more to a restore than hitting a key

Don't forget the pre-restore hard drive backup- I ALWAYS pull the drive and create a full backup image first, for two reasons- to copy the client's data to an external source for protection, and so things can be restored to their present condition of something happens to go wrong with the restore.

As for the memory stick, I've accidentally loosened sticks without realizing it- a hands on inspection of any computer entails moving ribbon cables and power cables around to examine the board's components- the first thing I look for is swelled and\or leaking capacitors on the mobo. This is an indication of a blown board, and it's important to confirm or discount the possibility.

[fenriswolf]

47. right i know that

we charged extra for doing data backups and stuff, my point was we charged 200 bucks for what usually equated to pressing a couple of keys at the right time.

[Dogmudgeon]

28. The comments are interesting.

Some of them are from Staples employees, most offering tips on how to make sure this kind of thing does NOT happen to you.

I myself have been having a problem getting a rebate from Staples. They couldn't even find the record that I bought the thing there. But they have been very courteous and refrained from calling me a liar before I gave them copies of my receipts, and I am sure that the matter will be solved within a few days.

On the other hand, I built my own computer, the RAM (OCZ brand) went bad in about two weeks and while they have been very courteous, too, it has taken several weeks to get it replaced -- and I can't just run out to the Best Buy and and lay down $100 to replace it.

Not to mention that I have gotten royally screwed by Best Buy over a monitor AND its replacement. That was good for a year of agita and an eventual $350 loss I had to eat. Never again.

At least I have a spare computer that I can use for non-demanding work. I'm using my 6-year-old computer (a PIII-1GHz vs the new C2D-6750 at 2.66 or something like that). With Linux, it works fine, but WinXP drags. However, the training program I'm using (to learn C/C++) is Windows-only. :(

On the other other hand, I'm not living in Darfur, so even I don't take my complaints all that seriously.

But that's three hands now, isn't it?

--p!

[peekaloo]

31. New marketing campaign for Staples: The Sleazy Button. nt

[Deja Q]

33. I imagine the "technician" only knows the basics, and is more a salesman to bring in more dough.

All the street billboards, magazine adverts, et al, that talk of honesty and quality in a job and service mean so little anymore, it seems. :( Sad, as such things engender loyalty -- a continual stream of income. Surely a good thing?

[lpbk2713]

38. K&R

He could have paid a neighbor kid $20 to fix his PC

problems and he would have been a happy camper. :shrug:

[Jack 4 Ohio]

48. amen ! nt

[senseandsensibility]

41. Where would you recommend a computer dummie

go for honest repairs? I would like as many suggestions as possible. I am having problems with my computer and printer. I havbe been told that it is a "software problem" I would like to take it somewhere to be fixed, but I keep hearing horror stories. Plus I had my own horror story with Geek Squad. So who are the reputable repair people? Has anyone had any good experiences?

[Pale Blue Dot]

49. I would recommend NOT being a computer dummy.

Computers are not really as complicated to fix as people think they are. Most of the "repairs" that Staples, Best Buy, or Circuit City perform can be easily done at home for free.

Note: Backup your computer's data often, and you will have very little to worry about.

[tpsbmam]

51. Based on what I'm seeing here.....

why not get recommendations from people you know (and trust) about reputable local repair people? That may be your best bet. I had a good experience with Geek Squad (and a friend swears by them) but that appears to be in the minority -- maybe they were just trying to suck me in for the BIG fix.

[Greyhound]

50. Without exception, all of the 'big' computer repair services are scams.

If you don't want to learn how to do it yourself, you have to find an independent person or small shop to do your repairs. Keep in mind however, that many of these are also scammers, so try to find one through word of mouth.

[Liberal_in_LA]

54. bump

[lynnertic]

56. isn't 'bump' what freepers say?

we say kick
:kick: