Best Buy and the Case of Bogus Computer Optimization
Back in 2001, like so many other folks in the tech industry, I got laid off and had a hard time finding another job. I ended up working as a computer technician at the tech desk of a local Best Buy. So when I read about the shenanigans Best Buy puts customers through with computer optimizations at The Consumerist[1] I was not at all surprised by what I read.
Back when I worked at Best Buy, we were encouraged to offer customers computer optimizations. By encouraged I mean we were forced shove computer optimizations down the throats of all customers buying computers. We were told to tell the customer just about anything to get them to buy them: “Your computer will get a virus if you don’t!” or “Your computer won’t run as fast without the optimization!” or even better “The latest updates will take you hours to download and install! We can do it in just minutes!” All of these are a bit of a stretch. Most customers would respond with, “So, you’re telling me that this brand new computer I’m buying isn’t nearly as fast as it should be and won’t work right out of the box?” Yes, Mr. Customer, that’s exactly what Best Buy is trying to tell you.
For a brief time, that was actually true…but that was when a nasty virus was running rampant and caused some Windows XP to get it without doing anything other than get online. For a while we were able to apply the security patches and run a computer optimization on just about every computer in the store prior to purchase and then charge the customer for the optimization. Just like Betty in The Consumerist story, we were selling computers with the optimization already done. Customers didn’t have a choice. The reality was that the customer was getting a pretty good deal. The Windows XP service pack that fixed the issue was over 200 megabytes which, for most people, would take about an hour or more to download. Since we already downloaded it, all we had to do was install it and optimize the computer a bit. Instant $30 for just a bit of work. Problem is that this only lasted for a few weeks. We couldn’t use that as an excuse once most computers were being shipped with the appropriate security patches already pre-installed.
So, if security issues and large patches aren’t an issue then why would a computer optimization be a good deal? And why should any customer be forced to pay for one if they didn’t ask for it? My take is that value is in the eye of the beholder. If your going to pay $40 for something it should have some kind of value attached to it.
When I was doing computer optimizations, I would make sure that the customer got their money’s worth. I built an automated routine that would install not only the latest patches onto the computer but also a few other bits that would help keep the computer clean. I would also optimize the computer so that certain pre-installed programs don’t run automatically. This varied from model to model. Some models had a lot of crap starting up when you fired up the computer which really slowed things down. Some didn’t have much at all. So if it’s just patches then you’re not really getting your money’s worth. It’s stuff that you can do yourself by just getting online and autoupdating the computer. There were other little optimizations here and there that we did but nothing earth shattering that would boost a computer’s performance by 200%. That would be ridiculous. That alone is what makes computer optimizations a complete rip-off.
As for antivirus software installs, I honestly believe we ripped off customers. I mean, why would you pay an extra $30 just to have someone install software that you can install yourself? I understand that there are people who don’t know much about computers and would rather pay someone to do all that stuff for them. If you’re one of those people then, to be honest, you’re a sucker. Seriously, instead of paying someone, learn to do this stuff yourself. It’s not that hard. Otherwise, you’ll continue throwing money away for no other reason other than you’re lazy.
Is up-to-date antivirus software a good thing to consider when you get a new computer? Absolutely. In fact, I believe every computer salesman should let customers know about their options and educate customers when they buy a new computer. If you’re buying a Mac then antivirus software is less of a problem. But on a new Windows machine? Yes, you might want to consider some antivirus software. While the software pre-installed on the computer might work, usually it’s on a trial basis of about three months or so. Rather than forget to update your software three months later, you might want to consider just buying a good antivirus program that gives you a full year of updates. Otherwise, you put yourself at risk of getting virus or malware infections, which is never fun to contend with.
Bottom line is that laziness is why Best Buy is able to extort so many people into getting optimizations. The average computer buyer really doesn’t know much about computers, so when a Best Buy staff member tells them all the nasty things that can happen if they don’t get the optimization then they feel stupid and end up giving in simply because they don’t know enough to say no!
So, what can you do to protect yourself? Simple. Learn something about the computer you’re using and/or buying! Learn to do stuff yourself rather than relying on other people to do it for you! I don’t care how you do it: read a book, go to a class, get someone to teach you. Whatever method you need to learn how to use and maintain a computer, do it!
UPDATE:
Here a video from Consumer Reports about Best Buy computer optimizations:
Tags: bestbuy, geeksquad
Permalink
Related posts:
- Why Support For Your Computer Matters Just read an interesting post on TheAppleBlog[1] about two different...
- Apple’s new next door neighbor: Microsoft! Macworld just published a post on their site about Microsoft...
- Conficker worm hits University of Utah computers What occurred at the University of Utah is scary. I...
- Ballmer: A tidal wave of idiocracy John Gruber posted this on his blog and I just...
Related posts brought to you by Yet Another Related Posts Plugin.
