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Todd Klindt's home page > Todd Klindt's SharePoint Admin Blog > Posts > Acronis True Image saves the day (while Best Buy screws me)
October 01
Acronis True Image saves the day (while Best Buy screws me)
Like many people in the past I didn't backup my machines as often as I should. I got pretty religious about it a few months ago when working on a new laptop for work. I've owned Acronis True Image for years, and I set it to do daily backups. It's a good thing, as this saved my bacon.
 
The optical drive went out in my personal laptop. It would read CDs, but not DVDs. So I took it back to Best Buy. When I bought it I got the Product Service Plan for it.  I know, I know, they get a lot of flack, but I don't care. They save me trouble. I dropped the laptop off at Best Buy (after making a backup, of course) and told them it couldn't read DVDs. They fire it up and Vista hangs at the scrolling bar. I tell them not to worry about that, Vista is fussy and I've got a good backup. I'll take care of Vista when I get the laptop back. I sign the paperwork and go on my merry way.
 
I get a call yesterday that my laptop is fixed. They'd replaced the optical drive (good) and the hard drive (huh?). I didn't think much of it, since I have my backups. I picked my laptop up today and brought it home. I fired it up and put my True Image CD in. The BIOS complained about a hard drive error.  I figured that was because the drive had been changed. Once True Image got loaded up it too complained that there was no hard drive. That pretty much ruled out any chance of me restoring anything. I poked around a little and couldn't get the hard drive to show up. Back to Best Buy I go.
 
I took it to the Geek Squad and told them the story. They tested the new drive and verified that it was broken. Essentially the service center had swapped my perfectly good drive for a broken one, then never so much as turned the laptop on to see if it worked. Even though I was standing in a store that sells computer hardware, they didn't have a hard drive in stock to replace the bad one they put in my laptop. So it's back to the service center for my laptop. Yup, back to the people that caused this problem in the first place.
 
I left Best Buy this evening without my laptop, and it'll probably be gone another two weeks. I'm pretty frustrated that this was all because they replaced something that didn't need replacing. I do feel better though because I do have full backups, though.  And with True Image I can mount the backup and pull files off if I need. This situation sucks, but it sucks a lot less because of my backups.
 
Thanks for letting me vent.  :)
 
tk

Comments

Re: Acronis True Image saves the day (while Best Buy screws me)

Dude, you should've got a Dell...

-Maxer
 on 10/2/2008 8:21 AM

Geek Squad - Blech

These guys are aweful.  I've had nothing but trouble with them at every encounter.

A quick bit of advice:  Don't bother calling to find out if your laptop is back and ready for pickup.  From my experience, they probably can't work the phone system to let you know.

I once wrote out a scathing letter detailing a whole horrible service event, but in the end, it wasn't worth my $.36 to mail it. $.36 - it's been a while - Good to know they've built on their solid foundation.

-Ryan
www.intranoggin.com
 on 10/2/2008 9:39 AM

Update

Last night the Geek Squad called. They saw that they had just replaced a hard drive for me and wanted to know if I wanted anyof their drive recovery services. I asked when the hard drive had been replaced, they said October 3rd, so it was absolutely the second replacement. I had to laugh. When they replaced my good drive, that actually had data on it, they didn't offer to recover it. But when they replace the drive that's been bad since the moment I had it, they want to recover the data. Very, very helpful.  :(

tk
Todd KlindtNo presence information on 10/7/2008 2:16 PM

Life Saver

Acronis can be a lifesaver. For added protection you might want to use an online backup service for your important files so you have an offsite copy as well.

There's a useful comparison and tutorial on the Backup for Computer blog, http://backupforcomputer.brighterplanet.org/backup-for-computer/backup-for-computer
 on 10/7/2008 7:20 PM

Re: Update

I finally got my laptop back today. Not that Geek Squad called me and told me it was in, I stopped by to find out. They told me that it had been shipped from the service center on Friday, so it should be in "any day now." I asked for a reprint of the service ticket, so I could keep track of it online. When they printed it out the guy decided to check the tracking number. Imagine his (and my) surprise when the tracking number showed the package as delivered. That's right, after he told me it hadn't showed up yet, UPS says it has! So he looked some more for it. Sure enough, there it was on the counter, 20 feet away from me. :( I took my laptop and left.

I'm restoring my backup now. We'll see how it goes. It feels very sluggish. I'll check into that more once I get Windows back on it.

tk
Todd KlindtNo presence information on 10/15/2008 2:17 PM

hdd repair

Im a computer tech and you cann't say for sure that the hdd wasn't bad.  we see it all the time and more often than not the pc will actually go into windows when there is a bad hdd.  40% of hardware problems are a bad hdd so it is very common.  Not saying this happened but they sent it to a different place- could have happened in shipping as well.
 on 7/20/2009 9:27 PM

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