The Best Buy Geek Squad, Zones and Solution Central (Giveaway 2 of 5 CLOSED)

The Geek Squad off to save someone’s day.

One of the things Moms and Dads should place on their nesting list while preparing for baby is to make sure your computer, cameras and/or video cameras are running correctly and ready to go. It would be a shame to get into the labor room only to discover that the batteries or dead, or something within the device is broken.

If you need some technical help, be sure to look up the Geek Squad at Best Buy. From my observation they seem superior than the Nerd Herd we all watched on NBC’s Chuck. I think they take their job just a little bit more seriously. A little humor, of course.

When I was touring the New Best Buy store layout this week, their new zoning system was explained to me. Now I’m not sure I have this all correct, but I’m going to give it a whirl:

The Geek Squad has been combined with the “Inbound Counter” that you and I would call Customer Service. Just beyond the Customer Service counter is a series of orange Geek Squad booths where you can sit down with a consultant agent WITH your device (computer, DVD Player, TV, etc) so you can show your Geek Squad agent exactly what problem you are experiencing.

If your device is broken it goes immediately goes to an advanced repair agent behind the Geek Squad booths.  (I just love that they call all their employees agents — reminds me of Chuck again).

I snuck around the corner to spy on the Advanced Repair Agents.

So in this area of the store you have Zones 1-4:

Zone 1: Customer Service Agent
Zone 2: Operations Agent (handles administrative paperwork)
Zone 3: Consultation Agent
Zone 4: Advanced Repair Agent
Zone 5 is Auto Tech where they install car stereos, and this zone reports to the Geek Squad

During the holidays, the Customer Service area will be able to flex their counter between service and holiday questions, depending on the demand inside the store — meaning agents in each of these zones will move back and forth between zones as needed.

General Manager George Cunningham ringing out some customers with a blue shirt agent.

There are up to 12 Geek Squad agents in the store I visited. A few of them hang out in Zone 6 — Solution Central. General Manager George Cunningham considers this one of the coolest changes in their strategy.

As explained in Wedensday’s post about the store being a Connected Digital Store 2.0 (CDS 2.0), the Solution Central is the central core of CDS 2.0. The large square counter is smack-dab in the middle of the store. Here you’ll find white shirt agents and blue shirt agents.

The white shirt agents are Techology Education Agents. The blue shirt agents are basically the sales side, however the store would like to have more ring-outs done by the blue shirts at Solution Central. Why, you ask?  It’s so the Blue Shirt Agents can connect you immediately to the Technology Education Agent (TEA). The TEA will then sit down and run through your new device with you, so you’ll know how to operate it once you walk out of Best Buy’s door. It’s all about education.  It makes us a smarter consumer in the long run.

The TEA’s have gone through advanced training. Best Buy has committed to spend 40 percent more on training their agents through hands-on training, computer based training and classroom style training.

However here is the best part about Solution Central: if you buy a device from a competitor (Wal-mart, Amazon, etc.) — a TEA will sit down with you for 15 minutes (FOR FREE) to educate you about your new device.  All you need to do is schedule an appointment. To me, this really shows how much Best Buy cares about their customers.

A Technical Education Agent giving a client a tutorial.

However Best Buy doesn’t only care about their in store clients. They also kind of dig The Bloom Blog readers by giving me five gift cards to give away this week.  This post is for Gift Card #2. If you missed the first one, click here to see if that giveaway is still open for you to enter.

To learn more about the new Best Buy experience, click here.

Be sure to check back for more posts about my New Best Buy experience that will include must haves for Christmas, Pacific Kitchen, and expectant Dad and Best Buy Sales Agent Jared — who plans on purchase a unique little item for when his baby arrives.

Congrats to Ashley T. for being
our Rafflecopter giveaway winner.

This giveaway ends entries on Sunday, Nov. 18 at 11:59 p.m. EST. The winner will be announced in this post, and notified by email. The winner will have 48 hours to get back in touch with The Bloom Blog before we move on to the winner.  Happy Thanksgiving!

The Bloom Blog was provided products to give away in this contest, and also to keep for her own use or for review.

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16 Responses so far »

  1. 1

    what i would want santa to bring me? is a new camera!

  2. 2

    Ashley said,

    I’d like Santa to bring me an iPad

  3. 3

    […] week I’m sharing my new Best Buy experience with gift card giveaways here and here. Be sure to enter both. Then scroll down and enter for a third chance to win another Best Buy $25 […]

  4. 4

    I’d like Santa to bring me a new laptop.

  5. 6

    rebecca shockley said,

    I want a new TV

  6. 8

    Elena said,

    an iPhone

  7. 9

    ashleyhewell said,

    I want a smartphone.

  8. 10

    Katie said,

    A new camera lens

  9. 11

    i would love a laptop

  10. 12

    Tabathia B said,

    I need a new desktop computer because my current one keeps crashing

  11. 13

    Thomas Murphy said,

    a computer

  12. 14

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