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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.
15 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.
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 !
Barbara: You are RIGHT on the money with all that you have said! Solution Station says that they hire and utilize IT Techs…not TRUE! They are hiring people that worked at Best Buy, and other Electronic retailers. They are NOT true certified Techs. I would NOT take ANY of my Pcs or Laptops to them. Your data can be compromised and you have no knowledge of these people working on your system. Your data could be taken and you would never know it. STICK WITH STAPLES, THE GEEK SQUAD or CIRCUIT CITY FIREDOG, because YOU DO GET WHAT you pay for…Great Customer Service. Wal-Mart, give me a break! Just sell milk, eggs and cheap clothes.
walmart is for hobos, THEY CAN EAT POOP
Sorry about your experience, but not all locations are bad. Sometimes it is hard to make everyone happy. The hard/best thing is the customer. Some are very nice and supportive and some are jerks. Having been in retail for sometime myself I understand the best of both worlds. People should look at themselves before putting these expectations that are crazy on others. I know we all go to places and get “bad” customer service. These people that provide “bad” customer service are also the same ones that go to other establishments and act negatively. That being said do your jobs to the best of your ability and maybe others will follow suite.
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)
Keith,
If you haven’t bought any stock in Wal-Mart or Dell… they should both be giving it to you freely; a generous payment for your tireless efforts to return to this blog again and again to defend them.
But seriously, my only point this whole time has been that Wal-Mart isn’t exactly known for top of the line products and services…. regardless of whom they partner with. My point has been and remains that I am skeptical. They could put a chiropractor’s office in the front of the store… and even though they would staff it with a real chiropractor (and not hourly shelf-stockers)… I would not have much interest in being the guy whose chiropractor has offices inside a Wal-Mart.
As I think I said before, I have no issues with Dell. I am a proud Dell user and have been for years.
But there is no way that simply slapping a certification from Dell on someone is going to eliminate my skepticism about a computer repair shop inside a Wal-Mart.
I am quite pleased that you are hearing good things. I wouldn’t really mind to be proved wrong on this one. But I’m not holding my breath.
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