Monthly Archives: June 2008

Too many organizations have failed to learn from the experience of Arthur Anderson, a company that, in its corporate arrogance, refused to acknowledge even the possibility that any of its employees had erred. Best Buy stores, at least as represented by its Store #125 in Pasadena, California, appears to be one such organization. This is a story of how a Best Buy store manager was willing to stand by his employees even when faced with overwhelming evidence of their errors, and to make reparations to a customer that didn’t equal even 10% of the loss incurred by the customer as a result of Best Buy’s mistakes.

As my regular readers know, I’m a Geek, and proud of it. But I believe in saving my billable time for focus on my clients’ needs and not on diagnosing and repairing computer problems, so I thought it made sense to bring my frequently crashing notebook computer to the Geek Squad versus working on it myself. Bad call — not only because they misdiagnosed my problem, but because they were unwilling to consider the evidence that I out-geeked The Geek Squad when forced to do so by their inept non-repairs.