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Wal-Mart Testing Their Own Version Of Geek Squad, Called Solution Station
Author: Jeremy Scott18 Jul
Should we just surrender to Wal-Mart already? They are fast becoming a one-stop shop for, well, everything. Most Super Centers have a fast-food restaurant in them, as well as an eye-care facility, a silk-screen printer, a hair salon, and more.
You can get your car fixed at Wal-Mart. You can even buy Search Engine Optimization services from them. There is seemingly no end to the products and services they seek to offer.
Now, you can get your gadgets repaired as well. Wal-Mart is quietly testing their own version of Best Buy’s Geek Squad, aiming to get their foot in the door of the ever-growing tech-repair-and-support market.
Geek Squad has a reputation that is far less than stellar, so I can only guess at the kind of qualified technicians and superior service the Wal-Mart Solution Station will offer. I do know, however, that the lines at the Solution Station will be eleven people deep at all times, as mandated by Wal-Mart store operations code.
Listen, if you’re a Wal-Mart disciple, and you already trust them for your produce and meat products, your tire repair, and your household goods… odds are you won’t have a problem trusting them with your computer repair too. So this might be the best news you’ve ever heard. But in-store repair operations like Geek Squad and Circuit City’s Firedog are infamous for overcharging naive computer users who don’t know any better for service they didn’t really need to begin with.
So don’t be surprised if, when I pass you standing in line at Wal-Mart’s Solution Station, I laugh out loud and point at you.
9 Responses for "Wal-Mart Testing Their Own Version Of Geek Squad, Called Solution Station"
wal-mart sucks
One of the largest misconceptions that is being passed by blog sites about the “Solution Stations” are that they are run by Walmart. That would be like saying that the banks, McDonalds, optical stores, etc. that are in Walmarts are being run by Walmart. The only thing Solution Stations have in common with Walmart is the electronics location. Solution Stations are owned and staffed by Dell Inc. You know Dell right? Dell is the computer manufacturer that up until this time has had a major influence in online computer sales, repair and upgrades. The “Solution Station by Dell” which is the full name of the business in Walmart, is staffed by well trained certified technicians that can help with choosing what you need, not what they want to sell, and can help you to get the repair that will fix your electronics problem, whether it’s computer, home entertainment, or some other electronics problem, with as few delays as possible, in many cases have same day repairs. The techs that are hired to staff the 15 locations that are currently available are certified at hire, and gain additional certs, as well as other training prior to starting their position with the company. When talking with people from other in-store repair centers, they tell me the requirements of their companies were not as strict, so “Solution Station by Dell” are attempting to serve at a new, higher, and more educated level. Does this mean cheaper? Probably not, but it means you will get more for your money. There are still “Mom & Pops” that are charging the same as some of the other “In-Store” repair centers, and the service is no better, you may still come out on top using “In-Stores” in some cases, due to the availability of on-site parts, so they (In-Store) can expedite repairs. I’m not going to bash anyone for their opinions, but get the facts straight before you throw your thoughts into the mix.
The idea that any company, even Dell, is going to provide competent computer support in WalMart is laughable.
Stamping Dell on it doesn’t make it acceptable. Dell makes good computer equipment - we should know - we recommend and sell it. However, manufacturing is different from consulting.
Just because I’m good at jumping off of cliffs doesn’t mean I’m going to be a good diver.
Mr. Jackson,
The techs that are employed by Dell to fill the positions in their “Solution Station by Dell” are certified, knowledgeable computer technicians, most with many years of experience.
There are people every day that bank at Wells Fargo bank that is located in Wal-Mart, and it is qualified banking professionals that are there to serve their needs, and you won’t find other banks or bankers commenting on how poor they believe a customer will be handled just because the bank facility is inside Wal-Mart.
Dell has hired a number of well trained, experienced, professional computer techs to serve their customers needs, which includes sales, service, and repair of many different makes and models of computers.
Do you really believe Dell would endanger their steadfast reputation by staffing their stores with anything less than professionals?
I will just have to believe you are uninformed as to who is being employed at these Dell stores within Wal-Mart. Your concern for the consumer is understandable considering Dell has kept public information to a minimum since beginning this project.
However, Dell is hoping to release more information in the near future to the public, so please hold your negative comments until you know more about what is in the works, and how Dell is going to work hard to keep their customers, and the customers that shop Wal-Mart happy now, and in the future.
How much Dell stock do you own, Keith?
Wal-Mart has built a reputation on having cheap products and services, and with that low price point comes the added reputation that sometimes their stuff sucks.
I don’t think it’s any great journalistic lapse for me and others to suggest that Solution Stations will possibly be dodgy–especially considering the example set by Geek Squad.
I’m sorry our sarcastic pessimism struck such a sensitive bone in you. Just call us… slightly more than skeptical.
Scott, I don’t own stock in Walmart or DELL, but I do know something of what’s happening with the current pilot program between the two. First, you have a right to your opinions, and I agree, “some” stuff sucks, especially when your looking to buy something for next to nothing, but if you don’t mind, I will leave the rest of your sarcastic pessimisms and skeptisisms at the door.
DELL has been known for years for manufacturing and distributing quality products online. Walmart is a retail giant that can allow prices to be affordable to the general masses. With both companies holding steadfast in their rightful places, they are confidently working on offering the public a real (certified/qualified) technician that genuinely cares about the customers needs, in a retail establishment that is known for it’s affordable price offerings. The Solution Stations are also “NOT” paying the techs commission (unlike someone else mentioned in your blog), so you don’t have the “Sell whatever you can to make the paycheck” going on, and being plagued by the problems caused by it. I do appreciate and thank you for the reply to my response to how “you feel people should be imagining the DELL/Walmart pilot program to be going”, because regardless, any exposure is good exposure for a fledgling business venture, and I personally believe the meeting of these two retailers is going to be good for everyone in the business by creating a new (old) way of treating the customer, with respect. Hopefully other businesses will catch on by remembering why they are in business (To create return customers by making them satisfied customers). I also believe the Solution Stations by DELL are here to stay.
Thanks for stopping by again, Keith. I value the input of the readers.
But do you have any idea how few people read this blog? I’m flattered that you think making the case for Solution Stations in the comments on this obscure blog will help the cause, but it probably won’t. Believe me, there are bigger blogs with actual readerships where your efforts to polish the image of Solution Stations might go a bit further.
If the program stays a pilot, and there are a dozen or so stores… then great.
But if they roll it out to every Wal-Mart, there aren’t enough qualified technicians in the country (who are willing to drive to a Wal-Mart every day for work) to keep Solution Stations from being anything more than a Geek Squad with the Dell logo.
I also worry about how well Dell’s commitment to customer service can stand up to Wal-Mart’s desire to offer cheap prices. The two goals are not entirely parallel, you know.
Also, the fact that someone can pass a certification test–as several people I know have done–means nothing in regard to their customer service abilities. A guy fully qualified to fix my computer can still peak at my personal files and be a rude jerk.
“But do you have any idea how few people read this blog?” Add another troll to that list:) I read your article in this newpaper that landed on my door step so I decided to see if you were legitimate. Which you seem to be. And I’m a bit geeky and like to read. You had a few good points in your article. If people really had a grasp on how malware/spyware could affect their businesses they would take a much look at their security situations. It is’nt just sluggish crashing computers and compromised data including financial informaton. You also may have to worry about a subpoena and seized equipment because some hacker in some distant land used your network for as a hub for hit botnet.
stores like wal-mart and target are having evrything now days, the targets here even have health clinics in them, that’s just crazy.
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