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Consumerist Catches Geek Squad Stealing Porn
mekane8 writes "Consumer-advocate blog Consumerist ran a sting operation to catch a Best Buy Geek Squad member searching for and stealing media files from a customer's computer. The article includes the story with screen captures and a video of the technician's actions. From that piece: 'Reached for comment, Geek Squad CEO Robert Stephens expressed desire to launch an internal investigation and said, "If this is true, it's an isolated incident and grounds for termination of the Agent involved." This is not just an isolated incident, according to reports from Geek Squad insiders alleging that Geek Squad techs are stealing porn, images, and music from customer's computers in California, Texas, New Jersey, Virginia and elsewhere. Our sources say that some Geek Squad locations have a common computer set up where everyone dumps their plunder to share with the other technicians.' A related story from a former Geek Squad employee details the decline of the Geek Squad and Best Buy ethics in general."
Are you kidding me? You expect these people, who are the low-paid,
bottom-of-the-IT-food-chain to have ethics? Why are they any different
from a parking lot attendant or car wash guy? Because they're techies?
Don't kid yourself.
Heck, at two companies I've worked for (both big-name, publicly traded),
they've caught (and fired) one or more sysadmins reading other people's
email.
Sadly, The Ethical IT Guy is on the verge of becoming a quaint holdover
from the previous century.
Encrypt it, or lose it.
"I'd rather be a lightning rod than a seismometer." -Ken Kesey
really?
It's hard for me to get worked up about this.
I doubt that these guys are obtaining and distributing files that couldn't be obtained for free using a good BitTorrent client (albeit also illegally). I mean, sure, most managerial types agree that you shouldn't do that stuff at work, but aside from the misuse of on-the-clock time, is it much different than a bunch of college roommates using a shared network directory for their downloads?
Stealing homemade sex videos and that sort of thing from customers' computers is another matter. That would be a pretty major invasion of privacy and should be grounds for substantial, per-case lawsuits. I suppose it would be hard for a corporate overseer to distinguish between "legit" and privately owned media in that situation.
Home videos? Private diaries? Love letters? Stay out, Geek. But "media" . . . as a customer, what have I lost, exactly? To be honest, I'd rather have a competent technician solve my configuration problems and help himself to my MP3 directory than have to waste time with ignorant first-level servicepeople in a tightly overseen, "theft-free" big-box environment.
Hold on, my hypocrisy meter just went red.....
If this was any of you guys downloading stuff off Bittorrent all we'd here is "It's NOT STEALING WAAHH!!!"
However, now if the guys at GeekSquad do the exact same thing it's now 'stealing'....
So what you are saying is that if I get something from Bittorrent over my comparatively slow link that's not stealing, but being efficient about it (which these guys seem to be) is now 'stealing'. Check.
Oh, and don't even try that: 'But on Bittorrent it's OK since I have permission' bit with me, unless you yourself made the content (and for the love of God I hope it ain't Porn), your 'permission' is about as relevant as me giving you 'permission' to buy the Brooklyn Bridge.
AntiFA: An abbreviation for Anti First Amendment.
That must be how they always catch the child porn guys that are having their computer worked on. A technician always "just accidently discovers" it.
Goddamn, I want geeks to fix my computer, and any "technician" who DIDN'T do it must not be a geek to begin with.
Well, wouldn't you?
There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
I quit working for the Geek Squad about 8 months ago, and have since quit the IT field altogether, but I can safely say this was not an isolated incident. It was a common occurrence, at multiple locations I had worked at, to copy customer files onto flash drives or even burn them onto CDs. We also did have a computer set up at the store's expense for the sole purpose of caching whole copies of customer hard drives for "archival" if they purchased a data backup. (It was helpful as sometimes the customers would destroy the DVDs we burned for them and we were able to give them another set, but it was also routinely plundered with searches for *.jpg and so forth.)
This wasn't something I ever did, mainly because I had my own pornography to look at and never came across anything even remotely interesting in any other way, but other "Agents" would do it on a routine basis.
Oh, FFS. It's not stealing, it's illegal filesharing.
I, for one, sympathize with the perps here. Who would begrudge the Best Buy Geeksquad drudges some cheap thrills? Besides, if they're busy sharing porn, that makes it less likely they're doing something awful to the innards of Auntie Mae's PC... I would hope.
My real feeling on this, though, are that it's all part of Best Buy's sales model. They can get a lot of customers to purchase an additional 120-gig hard drive if it comes preloaded with porn.
Also, did you notice they now sell tissues and lotion? It's all about synergistic product lines, folks.
"Trolls they were, but filled with the evil will of their master: a fell race..." -- J.R.R. Tolkien on Olog-hai
I more or less agree with you... however, the one difference is the invasion of privacy aspect. Like you say, who knows if those video files are porn, home videos, secret business files, whatever.
The issue isn't GS guys stealing a customer's porn. It's the tech stealing the customer's HOME MADE porn.
Like pictures of the customer and his gf getting it on, for example.
That's quite a bit different.
I ran a computer repair shop (note that I said "ran" not "worked at"), and this practice of "stealing" porn, music and movies was practically company policy. In fact, that's pretty much all we did. Ninety percent of repairs went like this:
1) Backup customer data (read: customer's porn, music, movies and various documents. Occasionally saved games)
2) Copy over WinXP syspreped mini-image, wiping hard drive.
3) Fix partition table.
4) Run through XP mini-install.
5) Grab any straggler updates.
6) Copy back customer data.
7) Delete crap we don't care about from backup.
8) At the end of the day, copy porn, music and movies that don't suck to my laptop and clean the image/backup server.
(In case you didn't realize, 90% of repairs are people who got so much spyware and viruses that a wipe is just faster. Especially with the mini-image (which is just a copy of XP/2k, fully updated, with all the various media players and firefox, that's been syspreped and shrunk down to the minimum (with ntfsresize on Knoppix). On first boot, XP will auto resize the fs to the maximum if the fs is smaller than the partition.))
This was some time ago (read: long enough ago that the statute of limitations applies), but I see no reason that it doesn't still work like that. I mean, come on, it's faster than bittorrent.
If someone wants to copy my \music\mp3 directory, more power to them. But, as another person posted, if they go into my \documents\creative_writing I'd be a bit ticked. I'll admit that. Mostly because unlike the music directory, none of the stuff in there is for public consumption. Also, the mp3 directory is 100% reproducible from public networks. It's already out there. Them taking a copy of all my mp3s is just a way for them to save time and bandwidth. My personal files, on the other hand, aren't.
Of course, as a use case this isn't likely, because I wouldn't buy a computer from Best Buy, let alone entrust them with repairing my box. (And of course, I can fix my own damn computer, so...)
This isn't a matter of stealing or copyright or anything like that. It's an invasion of privacy. Best Buy is giving you a contract (both social and written) saying that they respect you private data, and that you can trust them. If their employees root around in stuff they shouldn't, that's a breach of privacy.
Plus, it's a chance to lay down a strawman beat on Best Buy, and who wants to pass up that opportunity?
UTF-8: There and Back Again
Look. Most comments aren't seeing the picture here. It's not the copying of some 3rd party pron that is the issue. It's the copying of private made at home pictures that are the concern.
fill your hard drive with goatse
Disclaimer: I worked at Best Buy as a PC tech from 1996 to 1998, seasonally (this was well before Geek Squad days). I was 16 when I started. I saw a lot of crazy stuff, both from customers and from our management (most of the managers were let go at one point, supposedly because they had been DEALING COCAINE...but that's just hearsay.)
I am always surprised when I see stuff like this -- shock and astonishment that retail PC techs aren't complete pros. That's not to say that there weren't some good techs there -- there were. But there were also bad techs, because the management at a story like Best Buy knows about retail sales and (hopefully) customer service. They cannot tell the difference between a good tech and someone who can just talk like a good tech, but they do know that, if we were really great techs, we wouldn't have been working at Best Buy. Other posters have mentioned bad behavior as a natural result "bottom of the food chain" and "low-paid" employeees.
We weren't the bottom of the food chain. The sales floor guys were - especially in the computer department. They wanted our jobs. I routinely had guys in their mid-twenties give me shit because I was 16 and had a better job. I wasn't making more than they were since I was seasonal, but that was okay with me. I was making decent money for being 16 in 1996 (about $8 an hour, I think) and the job was as tied to merit as it could have been. If I fixed computers well and quickly, I got a good review and customers left happy. Since a lot of our customers expected to have a miserable experience dealing with us, it was actually a pretty good feeling to make somebody's day and fix in an hour what they thought they'd have to come back for in a week.
I only worked summers and over Christmas, so every time I came back, I had to "prove myself" again as the other full-time techs had invariably either been fired or else moved on to better gigs. For every full-time guy there who knew a lot and showed me a trick or two, there was a guy there three times my age who didn't know anything other than how to reinstall windows, and who resented the smartass 16-year-old who made him look bad. Most of these guys lasted only a couple months, but every now and then you'd get somebody who could weasel their way into the job and manage not to be a bad employee even if they were a bad tech. The fact is that a lot of the "repair" jobs we got back then were really basic. An un-scientific analysis of what I remember the job was like saw maybe one or two machines over an 8 hour shift that actually needed hardware work we were capable of; the rest were OS issues, software problems, driver problems, or else they were hardware issues that we had to send out to our service center. The bad techs just sent more stuff out to service, which wasn't really encouraged since we got a happier customer and probably a better profit margin for our store if we fixed it in-house rather than sending it to a regional service center.
At the end of the day, though, we had a lot of autonomy. The second summer I was there was the best one -- they'd fired all but one of the other techs and (for whatever reason) had a hard time replacing them, so it was just me and this one laid-back dude fixing just about everything, and since we were both pretty good, we got the same amount of work done with half the manpower. The managers rarely enforced the "regional" policies as to how we were supposed to do things (if there even were any) so long as our numbers were good.
Best Buy as a company has about as much oversight of their techs as Honda or VW have of their dealership techs. They're hired locally and monitored locally (if at all). They can try to set some standards for who to hire (realy easy things like A-Plus certification) but it doesn't change the fact that it's a low-ish level job unless you're a masochist and you want to use it as a stepping stone to management.
So I'm not surprised by any of this, but I don't really hold Best Buy responsible unless they knew about it and did
Agreed. I applied for Best Buys and they gave the job to some guy who didn't even know what Linux was and used to work in fast food. I have a degree in computer science and 7 years IT experience and I didn't get the job. He had better communications skills.
"ATI cards are like buses...They're huge, red and have bad drivers."
I (occasionally) do support / repair / recovery for individuals. Never do I look into media like this, let alone copy it. It's not really that hard - just follow the golden rule. If I wouldn't want someone poking around my files, I do the same for them. Come on, people!
Cheers
It's not entrapment. Entrapment would be forcing them or coercing them to commit the crime, often with another illegal act. Prostitution sting operations, for example, are often very close to (or over the line of) entrapment, as the police plant streetwalkers (an illegal act) in order to catch another illegal act.
There is nothing like that here -- it's a computer with stuff on it, and their job is not to grab that stuff, it's to fix the computer. End of story.
How about a folder called "Music"? Can they steal from that because it's labeled as such?
Living ethically is a lot easier when you have enough ethics to avoid doing bad things for reasons better than "I might get caught."
It is pitch black. You are likely to be eaten by a grue.
I would be much more worried about my MP3 folder now. With iTunes' DRM-free codec, you are linked to those files. So if some Geek adding memory snags a couple gigs of your music and throws it up on a P2P, it's going to be your name on them.
How much would it suck to get sued for thousands by the RIAA because some highschool/college punk snagged a copy of your iTunes folder? They have files with your digital signature sitting on a P2P server, and they only have to show that given a preponderance of the evidence you are likely guilty.
-Rick
"Most people in the U.S. wouldn't know they live in a tyrannical state if it walked up and grabbed their junk." - MyFirs
Hold on, my hypocrisy meter just went red.....
If this was any of you guys downloading stuff off Bittorrent all we'd here is "It's NOT STEALING WAAHH!!!"
However, now if the guys at GeekSquad do the exact same thing it's now 'stealing'....
No, dude false alarm, didn't you notice your "reasoning abilities" meter is so low? At that low levels, the other meters go in totally random measures and can't be trusted at all. Trust me, I'm a geek.
The issue at hand is stealing potentially private information of one's harddrive, without permission. Bittorent is about someone willfully uploading a file to share it with others, and then a group of people sharing bandwidth to get this file.
The difference is sort of like:
a) looking up a gang bang event in your neighborhood and dropping by to join the party
b) someone on the street hitting you with a slab of wood in the back and raping you
See?
Bush's Law: As an online discussion concerning ethical behavior grows longer, the probability of a mention of George W. Bush approaches one.
I'm not tense. I'm just terribly, terribly, alert.
TFA says they took their entrapment box to "about a dozen" geek squads, and finally found one to do this, and then cry WOLF! I thought the Consumerist was a decent blog until this crap sensationalist story, which has now been picked up by freakin' slashdot (of course) who added the headline "Consumerist Catches Geek Squad Stealing Porn".
1. When running an entrapment scheme, a 1:12 ratio is hardly damning of the whole organization
2. Who cares? Was the entrapment author deprived of his pr0n? No, someone just got a copy.
3. If you have super secret pr0n or whatever on your computer, DON'T TAKE IT TO BEST BUY. Hire someone to come to your house so you can discuss your concerns and sit next to them while they do their thing.
Give me a break. Ethics?! How about journalistic ethics?
Shame on the Consumerist and shame on Slashdot.
So your girlfriend found out that those naked pictures and movies you took are out on the internet and she is so very mad at you.
Simple, tell her the geeksquad STOLE them off your computer.
“Common sense is not so common.” — Voltaire
My car has some niceties I have added on myself. While I certainly do not take my car to just any mechanic, there are some (rare) exceptions when it cannot go to my usual mechanic (i.e. warranty work I had done in the past). An example of once such feature is a very loud stereo system. I actually take the electronic toll pass, change, and especially the amplifiers, and sub woofers out of the car before taking it in because I know the volume would otherwise be maxed out when I get it back from the shop. I simply do not trust just anyone outside of myself and my close friends to have those items within their reach. Furthermore, I am also careful, as with anybody else, to only hand them the keys they need to operate the vehicle, and do not provide them with my house keys or keys to anything other than the car.
People need to take the same types of precautions with computers. If possible, back up your files elsewhere (i.e. optical media, portable hard drive) or consider using a network storage device (many home network storage devices are available now with RAID, and are not terribly high in price). Just as you would with a car, take out any money and private/personal belongings and put it elsewhere for while it is in the shop. Also, use different passwords for your logins than you use for your email accounts and the-like, as this is synonymous to only providing them with the key/keys they need.
What are you talking about?
The cops have women dress up like prostitutes dress and hang out in areas where prostitutes hang out.
What's "illegal" about that?
It's entrapment when the fake prostitute offers sex for money BEFORE the guy does. Because the guy MAY NOT have offered money for sex on his own.
When I worked as a technician at Fry's, I regularly observed *supervisors* grabbing "interesting" material off a customer's machine. Honestly I don't see what the big deal is. It's small time copyright violation, big deal. I personally didn't do it since I rarely saw anything worth taking, but I never felt grossly offended when other guys did.
I did get a laugh the one time I removed a Barbie game CD from a machine that had more voluntarily installed porn dialers and pictures on it than I could count. The amount of porn pop ups alone on start up had to have been enough to make daddy tell the little girl "Don't start the computer without Daddy around, ok?"
Why do people not undertand the distinction? It is really easy: If you steal, then the stolen object is not with the original owner anymore! Too hard to understand? I think not.
So, with that said, this is invasion of privacy, espionage, copytight infringement and unauthorized use of data processing equipment. Might even get a higher sentence than ordinary theft.
I might add that anyone concerned about his/her privacy shoould use drive encryption anyways, or remove the drive before giving the computer in foreign hands.
Most ACs are not even worth the keystrokes to insult them. Be generically insulted by this and ignored otherwise.
Comment removed based on user account deletion
What he found after breaking in does not justify him breaking in! I agree that he should have reported those abuse images to the authorities, but in general, ex post facto justifications are almost never good:
"so I did kill the guy, but he turned out to be a child molester" -- Should you be going around killing people in the hopes you eventually catch one?
"so I raped that girl, but she liked me in the end" -- should you be going around... you get the point I think.
Obama likes poor people so much, he wants to make more of them.