Wal-Mart Testing Their Own Version Of Geek Squad, Called Solution Station

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.

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.

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.

“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.

The only well trained certified technicians is the person who actually comes to your home to fix your computer. The employees in the Wal-Mart stores you have to deal with are not professionals and have no idea what they’re doing are saying. They try to sell you everything they can and put words in your mouth as to what is wrong with your computer with out even looking at your computer to see what is actually wrong with it. Doing all of this so they can run the bill up and then does not want to give you a refund! Dell’s terrible customer service in the Wal-Mart store is not the cheap Wal-Mart prices they charge. Stick with Staples, the Geek squad or Circuit City Firedog, you get what you pay for at those places, Good Customer Service !

walmart is for hobos, THEY CAN EAT POOP

In answer to Barbera and Elizabeth. Have you ever been to a Solution Station? And Barbera, how many years have you been a technician to say whether or not the technicains at Solution Station know what they are talking about. The technicians are well trained, knowledgable, qualified, helpful, and polite. And I’m sure your going to get techs that have worked for Geek Squad, and Firedog working for the Solution Stations, just like anyone else that stays in the same line of work while changing companies. It sounds like you were satisfied with them while they worked for the “BIG” electronic stores, but you act as if you have been betrayed now that they have taken a job with DELL. Wake up, people change jobs. And it doesn’t make them dishonest because they work for DELL, so quit with the accusations that they will steal information from your systems. When was the last time you visited the electronics department in any department store and was asked by someone if they could help you? Also they do offer home services. They have “real” technicians that will come to your home and repair your computers, set up your wireless network, and take care of many other “real” IT needs you may need taken care of. The Solution Stations also deliver, setup, and wall- mount TV’s, and include such things as installing home theater surround sound, including wall-mounting speakers, and connecting accessories, ect. I have personally spoken with people that have had very good experiences with the Solution Stations by DELL, note I stress the name DELL, not WalMart, and have come away from Best Buy, Circuit City, and others with empty pockets and buyers regret. I have personally compared prices and you don’t always get what you pay for in the case of the “BIG” named electronic stores. Contact Geek Squad, and price virus removal, and then call a Solution Station and compare. One last thing, if you would please, define “bad” customer service. Thank you for your time ladies, and have a nice life. Oh, by the way, Jeremy, I still haven’t bought stock in the company, I just like what’s happening in this project with DELL and WalMart. ;0)

I went to Walmart and asked a question about installation of HDTV. The guy did not know what calibration was and kept trying to sell me on wall mounting my floor speakers. This person was nice and polite but did not have ANY technical competence. I got the impression they took individuals off the Walmart floor and put them in behind this desk without much additional training.

I agree with Keith in regards to his answer to both Barbera and Elizabeth. Having a Dell Solution Station inside a Walmart is a great concept. I have been in this business for nearly 18 years now and anyone whose anyone that has tried to get service by calling Dell, and you get someone “not in the US”, having the Dell Solution Station inside a Walmart is a great convienence for Dell customers, but also those who have other brands as well, ie Sony; Toshiba, Compaq; HP, etc. In most cases, depending on the issue, turn around time for most repairs is 3 days. Can geek squad, firedog, or anyone else say that; NO.

Remember that Dell wants to get it done as cheap as possible. They don’t pay much more than Walmart. Sales benefit Walmart. Services benefit Dell who is on a trial basis with Flextonics to see if the Solution Station by Dell with work. The latest news is that Dell is getting close to pulling the plug because there’s been no profit so far….

Well I had some work done on an old PC unit that I stashed away. Solution Station charged me $50 to look at it. Within 10 minutes the guy walks over to me (I haven’t even made it past the blu ray movies yet) and tells me that my hard drive is shot. I asked them if there was any way I could get my money back, and they wouldn’t even look at me. To me, if you’re trying to get something started, you should provide that extra bit of service. I would have gladly paid $20 for the guy’s time, but come on! If you take your car to a shop and say, man there’s a clicking sound in the gears, they look at it and 10 minutes later walk up to you and say “sorry, we didn’t find it……that will be $50″, you’d be upset too. I promise I’ll never go back to them again. I would suggest that everyone find a privately owned computer tech shop to have work done. Atleast you know the person is skilled.

So, since Geek Squad and Best Buy are in contract with Dell as well, how does this work??

Wow, it’s been a long time since this blog post went up. CC is no longer around and Best Buy is still doing well. No Solution Stations have cropped up but I wish they had. I’m a Best Buy computer employee. Every day I change people’s minds about just what we Do and Don’t know and do. I would have appreciated the competition because it makes this company a better one.

I have to say though, while I do think SOME of GS’ prices are high, there is a lot of value in many of our technicians and, while not all Best Buys are alike in who they hire and how all of their people perform, there is the same mentality throughout of great customer service, support, and trying to build good relationships with our customers.

Personally, while I would NEVER buy a Dell, I would welcome new competition on the market.