Last weekend my laptop crashed. When I restarted it, it said that the systems.32\hll.dll file was corrupt and that I need to reinstall it. I called Dell, they couldn’t help me. I stressed about it all night because I have some really important data there. So Sunday morning, I brought my laptop to Best Buy/Geek Squad so they could at least save my data. Someone had told me that they were awesome and can fix anything.
I got a call this morning from the Geek Squad and they told me that they couldn’t retrieve my data; and that they could send my laptop to their offices in Kentucky and use advance data retrieval techniques but it would cost me anywhere between $400 – $1600. Ugh.
So I posted my no-so-rant on Twitter.
A few hours later, I get an email from Robert Stephens, the Founder and Chief Inspector of the Geek Squad. He asked me what my issues were and that he would look into it. Let’s see if he lives up to his promise of personally resolving the complaints of those who read the The Consumerist(lol, not really a consumerist reader though).
Nonetheless, this is a great illustration of how a company can use social media to track conversations and (hopefully) take action. We will soon find out if the Geek Squad is going to create a loyal customer, with lots and lots of friends, family and acquaintances. ; )
UPDATE (6:30 PM): Got another email from Robert. He did follow up with the local technician at Best Buy and confirmed that my issue could not be resolved at that facility. While I am a little disappointed that I don’t have my data; I take my hat off to Robert and team. This is exactly what conversational marketing is all about! Good job Geek Squad.
UPDATE (4/14):I took my hard drive to the Bay Area Computer Man; and they retrieved my data in less than one day and only $250 later. These guys are awesome and I would recommend them to anyone who has computer woes. Maybe they should have a presence on Twitter, yah think?