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Best Buy Unapologetic About Charging For PS3 Firmware Updates
donniebaseball23 writes "After discovering that electronics retailer Best Buy was charging ignorant customers $30 for the 'service' of installing updated firmware on PS3s, IndustryGamers got word from the company on its policy. Best Buy sees no problem with charging for this convenience, even though it's something Sony provides to PS3 owners completely free. 'While many gamers can handle firmware upgrades easily on their own, those customers who do want help can get it from Geek Squad, and we continue to evaluate this offering to ensure it meets their needs. The service goes beyond a firmware updates, and includes user account setup, parental control setup and other components,' a representative said."
hey retards, you're paying for labor
if you pay for a firmware update, you deserve to have $30 taken away from you
sony will do it for free if you send it in for 6-8 weeks. eat that
A company making a killing on a service sees no problem with offering it? I am shocked. Shocked, I say!
"16MB (fuck off, MiB fascists)" - The Mighty Buzzard
Are you appalled by the charging or the ignorance? The entire IT service industry works on this principle.
Anyone who paid for this deserves to lose their money. They can think of it as a teaching moment, and will ultimately be better off for it. The worst thing we can do for people like this is have some nanny-state government agency force Best Buy to refund them. This will ensure they learn nothing and continue making stupid idiotic decisions.
Seriously, if you own an electronic product and can't even handle installing simple updates just take it back to the store and be done with it. It's 2010 already: no more excuses.
So, if my grandma took in her computer to pay to have them do a defrag and update some drivers, maybe run a q-tip across the DVD drive laser--all things that she could do for free at home--she's getting robbed?
I don't get the controversy here, unless BB was lying about what they were doing.
My debut novel AMITY now available: http://jeremydbrooks.c
How is this different from paying someone to install/upgrade an OS or applications, remove viruses, install a hard drive, add RAM, upgrade a video card, etc? All of these things can be simply done by an end user with a small amount of instruction.
Or changing the oil in your car, or washing your car, or the many simple things we pay other people to do for us?
but best buy is pre loading it and forcing you to buy it with work done and non pre loading ones are out of stock.
and then when you try to buy they push a $50-$80 monster HDMI cable on you.
so go to another store, let best buy charge whatever they want, and let consumers and the market show them their sins.
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As someone who has worked for Geek Squad in the past, I have to say that we do not enjoy charging people for this kind of nonsense, but you would not believe how many people come into the store wanting a firmware update on their Blu-Ray player, XBox, or even their iPod. Since it is a business obviously we are not going to step away from a paying customer to set up a machine and download a firmware update for free, so we charge them our lowest service cost, $29.99 for a 1/2 hour labor. Best Buy eventually realized this was a service we were performing on a regular basis and created a "Firmware Update" service for that $29.99 cost.
I really have to stress how many people come in requesting a service like this. I tried to convince people many times just to go home, plug in their device and simply head to the 'download updates' section, but I would constantly get responses like "I don't have internet", "Its just too confusing" and "I don't want to do it myself". Its idiots like this that create a market for a simple service downloading updates, and Best Buy would be even dumber to turn away potential revenue from customers that are willing to pay for something this simple.
Wasn't there an article on here about how Denon only carried $15 HDMI cables at one time, but then created a $150 HDMI cable when their high end customers were demanding a better cable just because they wanted to spend more? I think its kind of the same principle. You cater to your clients and Best Buy's are just one step above Wal-Mart's.
I see both sides here. The reason most people who are upset about this are bothered seems to be that it's something that seems trivial to them. On the other hand, to Johnny Layman, perhaps 'installing firmware' brings to mind Druidic runes and rituals beyond comprehension - so he takes it to his Best Buy and pays a fee to avoid having to do the work himself. The process is still simple, but what Mr. Layman is paying for is the peace of mind knowing that it is being done by 'professionals' (at least, supposedly). It's not really any different from when Grandma calls a tech support service (and pays for it) because her router needs reset. Sure, she could do it herself, but it's intimidating and there's a fear of 'breaking' something.
To go off on a tangent for a moment, I feel that this is honestly the root cause of a lot of problems when it comes to the typical user and computers. Most people who were around before or at the very beginning of the advent of computers are simply intimidated and say that they're afraid of breaking the computer. They don't know how they would 'break' it, there is just that ever-present fear of the computer somehow being destroyed if they touch it. I try explaining that it's really hard to actually 'break' a computer short of physically damaging the hardware and that when your data is backed up on the company network, there's really not a lot to be afraid of, but it's no use. You can walk them through it step-by-step, but if you don't physically sit down at the computer and do it yourself, they'll still be afraid of something going wrong.
Really this is just another bump on the road that leads to the crumbling of brick & mortar stores. Best Buy is trying to squeeze as much cash out of their customers as they possibly can.
A couple days ago I went in to my local Best Buy to buy a hard drive that they had listed for $129.99 on their website. I got to the store, and it was $165 on the shelf. In the past, it's been no problem to price match things that were on their site. However, this policy has apparently changed in the last few weeks, as they informed me that they no longer match prices on their site. The tag on the shelf wasn't one of the standard corporate tags, (the font was different, and the background of the tag was different) so it looks like they purposely jacked the prices of some items up. Anyway, I proceeded to stand in front of their customer service desk and order the drive off of their website with my phone using the "pick up at store" option. As I walked around for 15 minutes while I waited for the order to "go through" I noticed a lot of tags that were similar to the one I described. When comparing them to the website, all the tags had a significant markup compared to the Best Buy website. Other tags with the standard background matched the price on the website.
The girl at the customer service counter that I talked to said that this was "a new policy that went into effect a few weeks ago." She then proceeded to tell me that they did some sort of study that showed they were losing a ton of money by matching prices on their website. Personally I just see this as a huge death knell for, if not all best buys, at least my best buy.
I'm not going to say that Best Buy is a greedy opportunist. I'm not going to say that the customers are ignorant fools with too much money.
I'm just going to say that I will perform this service for $25*, with no coupon required. So if you're one of those people who need firmware upgrades for your PS3 and don't mind driving a few miles to get it done, I can help you anytime between 9am and 9pm in the South Bay Area. Look me up on craiglist!
*Additional charge of $5 for Other OS removal
In the pre-installation case? They're selling open-box hardware at premium prices? And yes, it should be considered open-box, because who knows what they did once it was opened? They could have dropped it, lost cables and manuals, swiped free software/coupons, etc. Once the manufacturer's seal is broken, you can't be 100% sure what you're getting and thus the merchandise should be discounted appropriately.
I don't hate Best Buy for preying on stupid people. I hate them for thinking of it first.
OMG! How dare a money making company actually charge people money for providing a service to people who can do it for free!! /sarcasm
Is that kind of response expected by the submitter?
Seriously, for a site filled with geeks who think they are smarter than the general populace, this article FAIL on so many aspects. Just to name a few
1. Economics 101 - price is determined by supply and demand. If there are people who are willing to pay $30 for someone to do something for them, it is not a company being evil for providing said service for $30, even if it cost the company nothing. Cost does not determine the price, the cost of business only determines how much profit the company can make. If you are pissed about that, go ahead and start your own company to offer this service for free. (much in the same spirit of "write your own patch" in OSS)
2. Business has a fixed cost, in rent, in salary, in opportunity costs. So it is never really free to help people to install updates.
3. Guess what? Some people value their time at more than $30 for half-hour, and will be willing to pay $30 to someone if it will save 30mins time and headache. Not everyone is living in their mom's basement with nothing to do and no money to spend most of the day.
4. Grow up. Most "service industry" is based doing things for people that they can do for themselves, in some cases for free, and that includes a large portion of the IT industry.
5. From the comments so far, most /.er are more intelligent than the submitter.
Oliver.
The problem with this is that the other stores look at the pile of money BB is making and start doing it to. The legitimate ones lose value as a non-competing dog in the eyes of the stock market and you know what happens after that.
Beware of those who profit off the docile and persecute the unbelievers.
It gets worse! There's places that charge you for making dinner! That's right! There's actually people who go out to these places to have meals made FOR them! WHAT FOOLS!
If you can't be bothered to plug it in and create an account, you have no business buying it.
unfortunately that kind of attitude is born of pure ignorance. you can say many arrogant things about them from a nerd perspective but you cant say they have no business buying it.
The reality is i know plenty of people who own a ps3 and if i sat them down in front of it and said "connect this thing to the wifi router your isp gave you" they would be absolutely lost. yet it makes up the majority of people who own the platform, they are the reason the platform itself survives. they buy every game they own. they know how to shove the disk in the drive and click "multiplayer" on call of duty. But thats about it really.
the best part is they (without exception) have other very redeeming features. they know how to do my tax cause they're accounting geniuses or they know how to replace the oil line on my motorbike cause they are mechanical geniuses... whatever they're reason for existing is, they can afford a ps3 and they add market share to a platform i (personally) like. More power to them. The most amusing part is they think about me (when it comes to tax) the same way you think about them "why would someone pay me to do this thing that is so very simple".
If they're willing to shell out 30$ to have some pleb at best buy setup something for them, great, so long as they keep buying games for the ps3 then we (ps3 owners) ultimately end up being better off for it.
Best buy maybe doing something not-so-nice, but its the kind of thing i can live with. Now if they managed to modify the ps3's they sell so the only way you could do a firmware update was to take it to them and pay $30 then yeah, i'd go after their blood even though i didnt buy my console from them.
Utter BS. My wife bought a Netbook at BB. Surprise surprise, they were all "pre-optimized". None that hadn't been touched were in stock, surprise surprise - but they had six pre-optimized models below the desk.
I didn't want the pre-optimization (heh, what basically amounted to 'uninstall some Windows features, remove the System Restore image, and install a trial of Norton Antivirus').
They weren't willing to compromise, even at the cost of losing the sale. They lost the sale.
You probably never worked in the IT industry catering to the consumer. I used to work as an onsite computer tech and our customers would gladly pay a few so that we would do the "complicated computer stuff" for them. One guy payed me $95/hr to come out to his house every few weeks just to install Windows updates. He watched me every time and knew how to do it but he still did not want to do it himself.
BestBuy is providing a service which some consumers appreciate. If you are not one of them then shop somewhere else.
Everyone who buys Wild Hunt will receive 16 specially prepared DLCs absolutely for free, regardless of platform.
Or better yet -- the few times I've had to go to Best Buy to buy something (trust me, I avoid them like the plauge), and they pull this crap, I go to their website while in the store, and order it there. The website dosen't know about the "Geek Squad Markups", and will charge me the normal amount. I can even check the box to do an in-store pickup.
The manager usually gets real pissed at me when he knows I know there are no untouched boxes, and I'm getting their GeekSquad service for free. I usually explain that I'd rather not have it.
It took about as much labor as the bag boy at the grocery store pushing my cart out to my car, and I only tip him 3 or 4 bucks... Hell, hes happy getting 3 bucks. Most people only tip them a dollar.
This isnt geek squad going to the house and setting the wireless up, and updating the firmware, and setting the parental controls. This is geek squad opening a box, mashing 5 min worth of buttons, repacking the box, and charging 30 bucks.
Then they no longer have PS3s that havnt been "improved" by Best Buy. You have to pony up an extra 30 dollars if you wish to purchase one there. So when the little grandmother walks into the store to pick up her grandsons toy, she gets bent over the barrel for 30 dollars by the lies and misdirection that Best Buy always propogates
You are entitled to your own opinions, not your own facts.
A comment that starts out "hey retards" and ends with "eat that" is modded insightful, rather than the "flamebait" it deserves? From an AC no less? WTF is slashdot coming to? Yes, the $30 is for labor and I'm sure that's discussed in less inflammatory terms later in the comments, and what's worse a comment further down that discusses it like adults rather than a twelve year old AC hurling insults is probably modded "redundant".
PLEASE, slashdot, bring back the old metamoderation system so bad moderators don't get more mod points.
Free Martian Whores!
I used to work for the neurology department. I was, literally, working for brain surgeons. Smart, smart people. They did high end research, in addition to surgery, they all held joint positions at the hospital and university. However only one of them knew anything more than basics about computers. They rest just didn't care. Computers were a tool to get their job done, that was all. They didn't learn about them because they didn't want or need to, that's what they paid me for. Also because of this they did whatever I said, easy bunch of people to work with. I'd say "You need X," and the answer was "Buy it." I told them "With the new system do things this way," and they all did. They were used to the idea that in medicine, when an expert tells you what it to be done, you do it. I was the computer expert, in that small domain my word was law.
None of them were stupid by any stretch of the imagination, just very, very focused. They did what they did well, and relied on others to do what they did well.
I do think too many computer people decide that anyone without computer skills is an "idiot" as though we should all have the same skill set. Can't deal with a command line? Can't compile a program from source? Can't write your own scripts? Oh you are a moron. EVERYONE should do that... Of course the person saying that is often unable to cook even a simple meal from base ingredients for themselves, or explain the basics of colour matching and so on. They've decided that their field is the important one, and everything else is irrelevant.
"Then you were not working with idiots. I've worked with IDIOTS. I'm talking about people who freak out if their desktop icons get rearranged. I'm talking about people who submit helpdesk tickets... I expect... I expect..."
The guy who wrote the post you replied to made the point beautifully, and you didn't get.
"Sadly, most people I've come across are incapable of these simplest things."
There are three options here. #1 - You're working in a special needs facility. #2 - You're looking at the world through horribly jaded eyes and actually believe that. #3 - That's a straight up lie.
This is surely one thing I point out to anyone buying anything, certainly electronic. If the tape on the box is not smooth and is clearly not the factory seal then do not buy it no matter what BS the salesman hands you. Heard it all before.
Bought 2 Infinity speakers from Circuit City years ago and realized that, after seeing cracks in the speaker covers, that the tape job was sloppy and bunched together. Ended up having to take it to another location 10 miles farther away after the first location had nothing but opened boxes only to have the other location tell me the ones I had were listed as "in service" and should have been sent back to the factory.
That experience has me checking for evidence of a box being opened ever since. Have told salesmen to get me another many times and if they say it's the last, I say I can go elsewhere. Most times you'd be surprised how they "find" another that hasn't been opened before. Can't understand why they do this as they can send it back to the manufacturer and not have to pay for the device. Just trying to get away on the cheap because of shipping maybe?