Da Handbook 041204

EYES ONLY COMMUNIQUÉ
DOUBLE AGENT HANDBOOK
TABLE OF CONTENTS
1. Introduction
1.1. T h e G e e k S q u a d Wa y
1.2. A Day in the Life of an Agent
1.3. Useful Phrases
2. Policy
2.1. Uniforms
2.2. Mobile Phones
2.3. Geekmobiles™
2.4. Fleet Manager
2.5. Inventory
2.6. A d d i t i o n a l To o l s
2.7. D o u b l e A g e n t Ti m e S h e e t P r o c e s s
2.8. On-Call
2.9. Password Policy
2.10. Software Policy
2.11. H I PA A
2.12. Ta k i n g C o m p u t e r s O f f - S i t e
3. Procedures
3.1. STS/ExpenseIt Overview
3.2. WA P
3.3. Guidance Engineers
3.4. Dispatch Flow
3.5. Morning/End of Day Procedures
3.6. Field Notes
3.7. Call Back Alerts
3.8. R e c a l l s o r Wa r r a n t y Wo r k
4. Red Flags & Closing

4.1. Te c h n i c a l R e d F l a g s
4.2. Behavioral Red Flags
4.3. Closing
Appendixes
A . We e k l y Ti m e S h e e t
B . H I PA A C o n f i d e n t i a l i t y A g r ee m e n t
C. Geekmobile Inventory SKU List
D. License Plating SOP
E . C u s t o m e r Wo r k O r d e r F o r m
F. S T S U s e r G u i d e
G . E x p e n s eI t ! G u i d e
H. Manaual Invoice
BURN OR EAT THIS DOCUMENT AFTER READING

1.1 - THE GEEK SQUAD WAY

Ta k e o n e p a r t p r e m i e r c u s t o m e r s e r v i c e , a d d o n e p a r t t e c h f a n a t i c , m i x w e l l w i t h e q u a l p a r t s
s t y l e , e x p e r i e n c e a n d h u m o r. W h a t d o y o u g e t ? A G e e k S q u a d A g e n t .
The Geek Squad takes the standard elements of quality customer service and experience
t h e n k i c k s i t u p a n o t c h . We o f f e r m o r e t h a n j u s t a r e p a i r s e r v i c e - w e m a k e o u r c l i e n t s f e e l
l i k e t h e y ’ v e l e a r n e d s o m e t h i n g . Ye s , w e e n t e r t a i n w i t h o u r f u n n y l i t t l e c a r s a n d t o n g u e - i n -
cheek men in black image; but there is substance to back up the shtick. The public is drawn
to the Geek Squad because of the image we present, but they stay loyal to us because they
know they can trust us to solve their technical difficulties and “just make it work”.
T h e A g e n t i s a n i n t e g r a l p a r t o f t h i s c o m p a n y. T h e i r t e c h n i c a l e x p e r t i s e i s i m p o r t a n t , b u t
e q u a l i n s i g n i f i c a n c e i s t h e w a y t he y p r e s e n t t h e m s e l v e s t o t h e c u s t o m e r. To t h e c u s t o m e r
the agent that is at their home is the Geek Squad. The way the agent acts, explains what
the issues at hand are, and confidence (NOT arrogance – there is a difference!) in which
they remedy the situation is a direct reflection on the Geek Squad itself.
• Strong customer service: being able to explain something complicated/specific/

technical in a way that the average person can understand, so that they feel good
a b o u t h a v i n g u s i n t h e i r h o u s e a n d d o n ’t f e e l l i k e t h e y a r e p a r t o f t h a t C o m p u t e r G u y
SNL skit.
• Strong technical expertise: our technicians are the best at what they do – we’ll solve
y o u r p r o b l e m t h e r i g h t w a y, n o t j u s t t e l l y o u t o r e f o r m a t y o u r h a r d d r i v e .
• P u n c t u a l i t y : u n l i k e t h e c a b l e c o m p a n y, w h e n w e s a y w e ’ l l b e a t y o u r h o u s e a t 9 , w e
will (not ‘sometime between 9 and 12’).
T h e s e v a l u e s m a k e u s a l l f e e l p r o ud t o b e p a r t o f t h e G e e k S q u a d a n d i t s s u c c e s s . M o s t
i m p o r t a n t l y, t h e s e v a l u e s a r e i m p er a t i v e t o t h e G e e k S q u a d ’s c o n t i n u e d s u c c e s s .
The Geek Squad is a way of life; you live it and represent it anytime and anywhere.
We a r e n ’t o u t t o m a k e a f a s t b u c k a t t h e e x p e n s e o f t h e c l i e n t . We g i v e c l i e n t s h o n e s t ,
s t r a i g h t f o r w a r d a n s w e r s a n d a d v i ce . I f a m a c h i n e i s n ’t w o r t h f i x i n g , w e ’ l l l e t t h e m k n o w.
I n s t e a d o f c u t t i n g c o r n e r s , w e g o a b o v e a n d b e y o n d . We a r e i n t e r e s t e d i n b u i l d i n g a l o n g -
term relationship with our clients, and it shows in the way we talk to them - down to earth,
not above their heads in techno babble.
We e n t e r t a i n , w e e x p l a i n , w e t r a i n . T h e s e a r e t h e t e n e t s t h a t s e t u s a b o v e t h e r e s t . T h e s e
a r e t h e g u i d e l i n e s t h a t m a k e u s a b r e e d a p a r t . T h i s i s t h e G e e k S q u a d Wa y.

1.2 - A DAY IN THE LIFE OF AN AGENT

6:00 AM J a r r e d f r o m s l e e p b y ch o r u s o f “ W i t c h y Wo m a n ” e m a n a t i n g f r o m c l o c k - r a d i o .
Mental note: change radio station.
6:09 AM J a r r e d f r o m s l e e p b y ch o r u s o f “ H o t e l C a l i f o r n i a ” e m a n a t i n g f r o m c l o c k - r a d i o .
M e n t a l n o t e : c h a n g e r a d i o s t a t i o n n o w.
6:10 AM Eliminate.
6:15 AM C o n s u m e s e v e r a l b o w ls o f C o u n t C h o c u l a ® c e r e a l a n d 2 4 o z . M o u n t a i n D e w ® .
6:25 AM C h e c k e m a i l v i a k i t c h en c o m p u t e r u s i n g P C A n y w h e r e ® t o r e m o t e c o n t r o l c o m p u t e r
in the living room which is wired to the server in the basement where the email
r e s i d e s . Wo n d e r h o w l i f e b e c o m e s m o r e c o m p l e x a s I a d d m o r e a n d m o r e “ t i m e -
saving” devices.
6:45 AM To d a y i s s h o w e r d a y. C l i e n t s w i l l b e g l a d .
7:00 AM Wa t c h n e w F a m i l y Ti e s r e r u n .
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7:30 AM Hone tech skills with quick round of Final Fantasy XVII .
8:00 AM Choose clothing for the day: Choice of black pants/white shirt/clip-on tie or nude.
Nude not a popular choice at the office.
8:15 AM P r i n t s c h e d u l e f o r t h e d a y a n d h o p i n t o G e e k m o b i l e TM .
8:30 AM B r i e f s t o p i n o f f i c e t o p i c k u p v i d e o c a r d , m o d e m a n d m o r e M o u n t a i n D e w.
9:00 AM A r r i v e a t f i r s t c l i e n t . B l a c k l a b g r e e t s m e a t t h e d o o r. L i c k s m e . G l a d I d i d n o t
choose nude.
9:05 AM C l i e n t s u c c e s s f u l l y p u l l s d o g o f f m e . Ti e p i n n o w m i s s i n g .
9:07 AM Client explains problem.
9:08 AM P l u g i n m o n i t o r.
9:09 AM Print bill.
9:10 AM B l a c k l a b e s c o r t s m e t o t h e d o o r w i t h s q u e a k y t o y s i n t o w. S a d t o s e e m e l e a v e .
9:30 AM B a c k a t o f f i c e . N e e d m o r e M o u n t a i n D e w.
11:00 AM A r r i v e a t n e x t c l i e n t . E n t i r e t i m e i n o f f i c e a b l u r. P o s s i b l y c o n s u m e d t o o m u c h
M o u n t a i n D e w.
11:15 AM Modem installed. Client extends offer of coffee. I accept. Coffee different from
M o u n t a i n D e w - b l a c k a n d b i t t e r, n o t y e l l o w a n d s w e e t .
11:30 AM New video card installed. I’m working at light speed. I AM THE KING. REFILL
COFFEE.
12:00 PM TEST FUNCTIONS OF CLIENT’S COMPUTER. ALL GOOD. REFILL COFFEE. PRINT BILL.
W H Y I S C L I E N T M O V I N G S O S L O W LY ? I C A N S E E T H E M U S I C ! ? ? ! !
12:30 PM L U N C H . B U R G E R K I N G . M O U N TA I N D E W. P R E T T Y S U R E I C A N S E E D E A D P E O P L E .
12:45 PM R E A L I Z E T H AT P H O N E I S B E E P I N G … N O T S U R E H O W L O N G .
12:46 PM I t ’s t h e B o s s ( n o t B r u c e S p r i n g s t e e n – M Y b o s s ) . R e g a l e s m e w i t h t a l e s o f t h e
“Early Days of the Geek Squad” in an attempt to calm me down.
12:55 PM M o o d c h a n g e s f r o m l i t t o s l e e p y. T h e n b a c k t o n o r m a l . F i r s t h a l f o f d a y i s o v e r.
1:30 PM Arrive at third client. SERVER IS DOWN!!! Red lights are blinking in the hallways.
S i r e n s a r e w h o o p i n g . S i g n r e a d s “ D E F C O N 1 . ” N e e d l e s s t o s a y, I a m n o l o n g e r h e r e
®
t o i n s t a l l A O L 9 . 8 . 2 4 P R O 6.
4:30 PM I emerge from the server closet victorious. Hard drives were revived, data was saved
a n d m o r e c a f f e i n e w a s c o n s u m e d . To d a y, I a m a h e r o . C l i e n t i s h a p p y t o p a y t h e b i l l .
E x e c u t i v e a s s i s t a n t s ar e w r i t i n g s o n g s , s i n g i n g m y p r a i s e s a s I l e a v e . D r i v e a w a y i n
G e e k m o b i l e , a . k . a . C l ou d 9 .
5:00 PM Arrive back at office to tell my tale. No one is interested. (Secretly believe that
t h e y h a v e n o t h a d e n o u g h M o u n t a i n D e w. )
5:10 PM EMERGENCY SERVICE CALL!!!
5:45 PM Arrive at local PR firm. Sad Mac. Deadline. ‘Nough said.
6:45 PM After much “techo-wrangling” and many magic utility discs, the Mac becomes
happy again. So does the client.
7:15 PM D i n n e r t i m e : M a c a n d C h e e s e ® a n d Tw i x ® b a r s .
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8:00 PM R e s t o f n i g h t s p e n t p l a n n i n g t o m o r r o w ’s n e t w o r k s e t u p a n d p l a y i n g Q u a k e 4 . 7 3 G o l d .
®
S o m e h o w, n e t w o r k p l a n e n d s u p i n c l u d i n g Q u a k e s e r v e r. M a y n e e d t o c h e c k t h a t
with client.
11:45 PM Sleep. Plan to dream about something cool, but will likely dream about .DLLs and
ISPs again.

1.3 - USEFUL PHRASES

G o a l : To a r m y o u w i t h e f f e c t i v e r e s p o n s e s t o c l i e n t q u e s t i o n s a n d c o n c e r n s
FIRST TIME CLIENTS

Q: ”I’ve never used the Geek Squad before”
A: “Then today is your lucky day”
Also tell them that getting a house call is “Easier than ordering a pizza”
Q: “My computer is totally screwed up”

A: “No problem ma’am, it happens to everyone”
Q: “Where are you located?”

A : “ We b a s e o u r m e t r o o p e r a t i o n s o u t o f B e s t B u y S t o r e s . T h i s a l l o w s u s t o r a p i d l y g e t p a r t s
and accessories as well as access to information on computer products. “
PRICING
“ We a r e a c t u a l l y l e s s e x p e n s i v e w h e n y o u r e a l i z e t h a t w e a r e f l a t - r a t e d , w e g u a r a n t e e o u r
work, and since we perform better work, you’ll need fewer visits from us.”
“Our flat-rates, pre-paid accounts, and maintenance agreements are great for budgeting
b e c a u s e y o u ’ l l k n o w t h e c o s t i n a dv a n c e . ”
“ We f u l l y g u a r a n t e e o u r w o r k . I f t h e w o r k i s n o t p e r f o r m e d t o y o u r s a t i s f a c t i o n , w e ’ l l
remedy the problem free of charge.”
OTHER USEFUL PHRASES

“ Yo u ’ r e n o t p a y i n g f o r o u r t i m e , y ou ’ r e p a y i n g u s t o g e t i t w o r k i n g r i g h t - t h e f i r s t t i m e . We
fully guarantee our work, and you are paying a flat rate - so you are guaranteed not to pay
more than that”
Q: “Do you fix computers?”

A: “Better than anybody”
“ Yo u o n l y u s e u s w h e n y o u n e e d u s ”
“ We ’ v e b e e n a r o u n d f o r o v e r 1 0 y ea r s ”
N e v e r s a y “ I d o n ’t k n o w ” - i t ’s a l w a y s b e t t e r t o s a y “ I ’ l l f i n d o u t ”

2.1 - UNIFORM
Overview
F e w t h i n g s s t i r a s m u c h a w e a n d r e s p e c t a s t h e G e e k S q u a d u n i f o r m . M a y b e i t ’s t h e w h i t e s o c k s , o r
p e r h a p s t h e c l i p - o n t i e . E i t h e r w a y, i t ’s t h e f a s t e s t t i c k e t t o s t a r d o m i n t h e n a t i o n . W h e n p e o p l e s e e
y o u i n u n i f o r m o n t h e t o w n , t h e y t h i n k , “ T h i s d u d e ’s r e a d y t o p a r t y ” .
Policy: Clothing should be neat, clean, well fitted, free of excessive wrinkles or worn areas, and
appropriate for a business establishment. Ensure a neat and business-like haircut and style. Cosmetics
and jewelry should not be excessively gaudy or distracting. Ensure the highest standards of hygiene
a n d g r o o m i n g . To c r e a t e a p r o f e s s i o n a l w o r k i n g e n v i r o n m e n t , f o l l o w G e e k S q u a d ’s d r e s s c o d e
w h e n e v e r o n d u t y. G e e k S q u a d i s c o m m i t t e d t o n o n d i s c r i m i n a t i o n i n t h e w o r k p l a c e a n d d r e s s c o d e
guidelines are pursuant to all federal, state, and local laws.
Double Agent Uniform Specifications

Socks: Must be white athletic crew sock - Cannot be low cut
Shoes: Bates Lites - Must be black
Belt: Black belt with silver buckle
Pants: Black plain front, no pleats
T- s h i r t : W h i t e c r e w n e c k T- s h i r t ( w o r n u n d e r n e a t h )
White Short Sleeved Dress Shirt: Point collar with no buttons on the collar - Must have short sleeves
with no loop on the back
C l i p - o n Ti e
Must be black, must be clip-on
G e e k S q u a d Ti e P i n
Pinned in the center of the tie
Geek Squad Jacket

B l a c k Te c h n o Z i p o u t L i n e d j a c k e t w i t h t h e G e e k S q u a d l o g o o n t h e b a c k
Uniform Replenishment
The uniform order form must be filled out and turned in to the Operations Manager in order for all or
p a r t o f t h e u n i f o r m t o b e r e p l e n i s h e d . I t i s t h e r e s p o n s i b i l i t y o f t h e A g e n t t o b u y T- s h i r t s , s o c k s , a n d
u n d e r w e a r.

2.2 - MOBILE PHONE POLICY

Agents are provided with a cellular telephone to use as a business tool. They are provided
to assist employees in communicating with management and other employees, their clients,
associates, and others with whom they conduct business.
M o b i l e p h o n e u s e i s i n t e n d e d f o r b u s i n e s s - r e l a t e d c a l l s . H o w e v e r, o c c a s i o n a l , b r i e f
personal use is permitted within reasonable limits. Cell phone invoices will be regularly
monitored.
Employees may have access to a cell phone while in their cars and should remember that
their primary responsibility is driving and obeying the rules of the road. Employees will
need to take extra caution when using cell phones to conduct business while driving. It is
strongly recommended that the employee safely pull off the road and come to a complete
s t o p b e f o r e u s i n g t h e p h o n e . Yo u r p h o n e i s e q u i p p e d w i t h a h a n d s - f r e e s p e a k e r p h o n e .
Mobile phone users are reminded that the regular business etiquette employed when
speaking from office phones or in meetings applies to conversations conducted over a cell
phone.
• B E S A F E - We d o n o t w a n t t h e u s e o f y o u r m o b i l e p h o n e t o i n t e r f e r e w i t h s a f e t y.
• K e e p y o u r n u m b e r p r i v a t e . You a r e n o t t o g i v e y o u r m o b i l e p h o n e n u m b e r t o c l i e n t s .
All clients who need to get in touch with you, should call 1-800-GEEK SQUAD - no
exceptions.
• D o n ’t L o s e i t !
• Wa t c h y o u r m i n u t e s . Yo u a r e g i v e n 5 0 0 m i n u t e s o f u s a g e p e r m o n t h . Yo u w i l l b e
c h a r g e d f o r o v e r a g e s , u n l e s s i t ’s d o c u m e n t e d . E v e r y p h o n e h a s t h e a b i l i t y t o r e s e t a
m o n t h l y m i n u t e t i m e r - u s e i t t o t r a c k y o u r m i n u t e s . C h e c k y o u r p h o n e ’s u s e r g u i d e f o r
details on where the timer is located.
• Always set your phasers to stun. Whenever you are on-site, you should use the vibrate
mode on your phone to silence the speakerphone and the audible alerts. This is
i m p o r t a n t f o r t w o r e a s o n s : 1 - I t ’s l e s s a n n o y i n g f o r t h e c l i e n t , a n d 2 - I t s i l e n c e s y o u r
speakerphone which helps keep your communication with Mission Control and other
Agents discreet.

2.3 - GEEKMOBILE ™ POLICY AND PROCEDURES
CLENLINESS
The Geekmobile you drive every day represents Best Buy and Geek Squad – how it looks
i s a d i r e c t r e f l e c t i o n o f o u r c o m p a n y. C l e a n l i n e s s i n s i d e a n d o u t s i d e t h e v e h i c l e m u s t
b e a p r i o r i t y. W h e t h e r c u s t o m e r s s e e t h e v e h i c l e a t a n A g e n t ’s h o m e , o n t h e h i g h w a y, o r
parked on a residential street, they should be impressed by its appearance. Bright, clean
v e h i c l e s g i v e t h e i m p r e s s i o n o f a w o r l d - c l a s s s e r v i c e p r o v i d e r. P i c k u p a n y g a r b a g e i n s i d e
t h e v e h i c l e e a c h n i g h t . T h i s i n c l u d e s c o n d i m e n t s , n a p k i n s , e t c . Wa s h t h e v e h i c l e o n c e
every two weeks or as needed (washes can be added to the fuel bill via the fuel card).
FUEL CARDS
Each Agent will be issued a fuel card for gasoline for their Geekmobile or rental vehicle.
U s e o f t h e c a r d f o r f u e l i n g a n y o t h e r v e h i c l e i s s t r i c t l y p r o h i b i t e d . Yo u w i l l b e a s s i g n e d
a P e r s o n a l I d e n t i f i c a t i o n N u m be r ( P I N ) . T h e P I N i s a s s i g n e d b y F l e e t O p e r a t i o n s a t
t h e t i m e t h e D r i v e r ’s Q u a l i f i c a ti o n f i l e i s c o m p l e t e d . N o o n e i s i s s u e d a P I N w i t h o u t a
complete Driver Qualification File.
I t i s i m p o r t a n t t o A LWAY S u s e y o u r f u e l c a r d , e v e n i f t h i s m e a n s f o r p e r s o n a l m i l a g e .
E v e r y t i m e y o u r e f u e l , y o u w i l l b e l o g g i n g y o u r o d o m e t e r. T h i s h e l p s t h e F l e e t M a n a g e r
m a i n t a i n a c c u r a c y. I t i s c r u c i a l t h a t t h i s i s e x e c u t e d p r o p e r l y. I n t h e e v e n t t h e v e h i c l e ’s
f u e l c a r d i s l o s t o r s t o l e n , i m me d i a t e l y c o n t a c t F l e e t O p e r a t i o n s a t ( 6 1 2 ) 2 9 1 - 6 7 1 0 t o
p r e v e n t f r a u d u l e n t a c t i v i t y.
PERFORMANCE
We d o n o t o n l y d r i v e G e e k m o b il e s, w e p e r f o r m i n t h e m . T h i s m e a n s y o u m u s t a l w a y s b e
o n y o u r b e s t b e h a v i o r. P e o p l e a r e w a t c h i n g w h e t h e r y o u k n o w i t o r n o t , a n d w o r d W I L L
g e t b a c k t o t h e C h i e f I n s p e c t o r. T h i s m e a n s n o s p e e d i n g o r m o v i n g v i o l a t i o n s . We d o n o t
t r a v e l a n y f a s t e r t h a n 2 M P H o v e r t h e s p e e d l i m i t . We d o n o t D r i n k a n d D r i v e . T h e r e i s n o
e x c u s e f o r e i t h e r a n d t h e y a r e i n t o l e r a b l e o f f e n s e s . D o n ’t l e t t h e s e h a p p e n . E a c h p e r s o n
in the vehicle is required to wear a seat belt whenever the vehicle is in operation.
Insurance information must always be present in your Geekmobile and must always be
current. Here is an example of an Insurance Card:
No smoking is allowed in the unit either while in operation or when the vehicle is
parked. Smoking while driving is a safety hazard, both to you and to other motorists.
All drivers are required to operate the vehicle with two hands on the wheel at all times
in the 10 and 2 positions (9 and 3 if the vehicle has airbags).

The driver must not use their cell phone while he/she is driving – two hands are required to
be on the wheel at all times. In the event that you need to make a phone call en route, pull
th e v e h i c l e o v e r t o t h e s i d e o f t h e r o a d i n a s a f e p o s i t i o n t o c o m p l e t e t h e c a l l . O n l y B e s t
Buy business calls are allowed on the cell phone.
O n l y t h e F l e e t O p e r a t i o n s q u a l i f i e d d r i v e r i s a l l o w e d t o d r i v e t h e v e h i c l e , p e r c o m p a n y p o l i c y.
T h i s m e a n s , y o u r m o m c a n n o t d r i v e i t n o r c a n y o u r b r o t h e r o r a n y o t h e r f a m i l y m e m b e r, o n l y
qualified Fleet Operators. This also means that General Managers, District, and corporate
staff that have not forgone a DMV check are also not qualified to operate a Geekmobile.
T h e m o s t i m p o r t a n t p a r t o f o p e r a t i ng a G e e k m o b i l e i s t o h a v e g o o d c o m m o n s e n s e a n d p a y
attention to details – anticipate hazards and know your options. Always be ready to react
q u i c k l y.
ACCIDENTS
It i s i n e v i t a b l e t h a t s o m e w i l l o c c u r. T h e w a y i n w h i c h t h e d r i v e r r e a c t s a n d r e s p o n d s t o t h e
s i t u a t i o n c a n s a v e t h e d r i v e r a n d t h e c o m p a n y a l o t o f t i m e a n d m o n e y. I f y o u a r e i n v o l v e d i n
an accident, follow these steps:
• Call the police.
• Offer reasonable assistance to any injured people.
• Exchange information with the other motorists involved.
• G e t a c o p y o f t h e p o l i c e r e p o r t o r r e p o r t n u m b e r.
While at the scene of the accident, do not admit fault to anyone. Allow the police to assess
fa u l t .
E a c h G e e k m o b i l e s h o u l d a l w a y s h a ve a n A c c i d e n t R e p o r t F o r m l o c a t e d i n t h e g l o v e b o x . T h i s
also is where you should be storing your insurance information. On the back of this form,
you will find instructions on what should be done in the event of an accident. Please use
th i s f o r m t o d o c u m e n t a l l r e q u i r e d i n f o r m a t i o n p e r t a i n i n g t o t h e a c c i d e n t . I t i s m a n d a t o r y
th a t t h i s i s c o m p l e t e d a n d t u r n e d i n a f t e r a l l a c c i d e n t s .
As soon as reasonably possible you should contact Fleet Operations at (612) 291-6710 and
call Guidance to have any pending service calls rescheduled.
All general questions or maintenance questions about Geekmobiles can be answered by Fleet
O p e r a t i o n s . Yo u c a n c o n t a c t F l e e t Op e r a t i o n s b y u s i n g t h e f o l l o w i n g o p t i o n s :
• Call (612) 291-6710
• E- m a i l m a r k . h a m m e l @ b e s t b u y. c o m

2.4 - FLEET MANAGER

Double Agents are required to submit their mileage weekly via their cell phone. This
mileage information serves a two-fold purpose.
The first purpose of the weekly mileage input is to assist the maintenance software.
This software will help notify the Agent of impending service needs and allows advance
warning to provide for efficient scheduling of maintenance items.
The second purpose allows for the computation of personal miles. Through interfaces
w i t h s y s t e m s , t h e s o f t w a r e w i ll b e a b l e t o c o m p u t e y o u r p e r s o n a l m i l e a g e . W h i l e
personal use of the vehicle is allowed and even encouraged, it is a requirement of the
Internal Revenue Service (IRS) that we report personal miles as earned income. This
i n c o m e w i l l s h o w u p o n y o u r p a y c h e c k o n c e p e r q u a r t e r. Yo u r p a y w i l l b e i n c r e a s e d , b y
adding on your personal mileage amount, and you will be required to pay the appropriate
taxes on that amount.
The Geekmobile™ vehicle is due for preventative maintenance (periodic inspections) every
5000 miles. GE Capital Fleet Services will provide each technician with a coupon book
outlining the necessary maintenance by mileage that must be completed and when it
must be completed. This coupon book must be kept in the vehicle at all times. Contact
GE Capital Fleet Services at 1-800-328-6363 or consult your maintenance card for a
listing of approved maintenance providers in your area. Give the maintenance card
t o t h e r e p a i r l o c a t i o n e v e r y t i m e y o u g o i n f o r m a i n t e n a n c e o r r e p a i r. E a c h i n d i v i d u a l
repair location will inspect the Geekmobile and contact GE Capital Fleet Services with
an estimate for repairs and gain approval from either GE Capital Fleet Services or
Fleet Operations to complete the work needed. If you are in need of a rental while the
Geekmobile is being serviced, Contact the Fleet Manager to set up rental. GE Capital
Fleet Services will contact Fleet Operations for approval of rental. All general questions
o r m a i n t e n a n c e q u e s t i o n s a b o u t G e e k m o b i l e s c a n b e a n s w e r e d b y F l e e t O p e r a t i o n s . Yo u
can contact Fleet Operations by using the following options:
• Call (612) 291-6710
• E- m a i l m a r k . h a m m e l @ b e s t b u y. c o m
Do NOT attempt to complete any repairs on the Geek Squad vehicle on your own – this
will void any original warranty on the vehicle or any warranty on repairs that have been
recently completed.
Upon completion of service, the Agent will need to input the date of service into their
p h o n e s t o u p d a t e t h e m a i n t e n an c e s o f t w a r e . T h i s i n f o r m a t i o n w i l l h e l p m a i n t a i n t h e
validity of the warranty on the unit and allow Fleet Operations to properly monitor
all repair costs for each Geekmobile vehicle. Pick up your Geekmobile ASAP upon
completion of service.


2.5 - GEEKMOBILE INVENTORY PROCESS (pre-license plating AOP)
In order to ensure the Complete Solution to the customer and be able to react to unplanned
c h a n g e s i n i n s t a l l a t i o n o r r e p a i r, G e e k m o b i l e s c a n b e s t o c k e d w i t h I n v e n t o r y t h a t c a n b e s o l d t o
the customer in the home.
To c a r r y s t o r e m e r c h a n d i s e i n G e e k m o b i l e , c o m p l e t e t h e f o l l o w i n g s t e p s ( p r e - l i c e n s e p l a t i n g A O P ) :
1. The Operations Supervisor collects the product to be carried in the car based on a pre-
determined inventory list.
2. The Operations Supervisor completes the Car Inventory List.
3. The Operations Supervisor works with the Inventory Manager to complete a “Inventory
A d j u s t m e n t I n - S t o c k Wo r k s h e e t ” ( f o r m e l y k n o w a s a Ty p e C , C o d e 5 ) .
4. Operations Supervisor completes an Accessory Replenishment Form and attaches a copy of the
Count Correction screen (The Agent needs this form to remove product from the store).
5. The Agent picks up products and the copy of the Accessory Replenishment Form from the
O p e r a t i o n s S u p e r v i s o r.
6. The Agent shows the Loss Prevention Customer Specialist (LPCS) a signed copy of the
Accessory Replenishment Form and copy of the Count Correction screen.
7. T h e A g e n t u s e s p a r t s o r a c c e s s o r i e s i n c u s t o m e r ’s h o m e a n d n o t e s S K U ( s ) a n d a s s o c i a t e d c o s t
in the STS service call notes.
8. The customer pays the Agent using cash, check, or credit card (see processing instructions
below).
9. T h e A g e n t t u r n s i n a C u s t o m Wo r k O r d e r Ti c k e t l i s t i n g t h e p a r t s o r a c c e s s o r i e s u s e d a n d a l s o
p a y m e n t f r o m t h e c u s t o m e r t o t h e O p e r a t i o n s S u p e r v i s o r.
10. The Operations Supervisor rings up the STS Order with parts and accessories used during the
c u s t o m e r ’s i n s t a l l .
11. The Operations Supervisor updates the Car Inventory List with POS transaction number(s) and
C u s t o m e r Wo r k O r d e r I n v o i c e .
12. The Operations Supervisor works with Inventory Manager to count correct SKU(s) back into
I n v e n t o r y ( P O S t r a n s a c t i o n a n d C u s t o m e r Wo r k O r d e r Ti c k e t n u m b e r s h o u l d b e i n c l u d e d i n
c o m m e n t s a l o n g w i t h t h e A g e n t ’s n a m e ) .
13. The Operations Supervisor collects new product to replace used parts and accessories and
completes the Car Inventory List and the Accessory Replenishment Form.
NOTE: The Operations Supervisor and Agent review the Geekmobile Inventory weekly to ensure
i n v e n t o r y i s r e p l e n i s h e d , a c c u r a t e a n d a c c o u n t e d f o r. A n y d i s c r e p a n c i e s s h o u l d b e r e p o r t e d t o t h e
I n v e n t o r y M a n a g e r.
ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED GEEKMOBILE

INVENTORY AND SERVICES (P r e - l i c e n s e p l a t i n g A O P )
C A S H / C H E C K PAY M E N T
1. Agent completes work.
2. Agent adds necessary notes to service call in STS. Agent also adds all part and labor lines as
needed into STS.
3. Agent collects cash/check payment and reflects this in STS using the system to notate
t r a n s a c t i o n t y p e . N O T E : A l l c h e c k t r a n s a c t i o n s n e e d t o a l s o h a v e t h e c u s t o m e r s D r i v e r ’s
L i c e n s e a n d d a t e o f b i r t h o n c h e c k a n d s h o u l d b e m a d e p a y a b l e t o : B E S T B U Y.
4. Agent closes service call.
5. Agent returns to store and rings the parts and labor through POS along with an ‘add-on’ SKU
(6235683). The ‘add-on’ D SKU has no value. This is done so that a new service order is not
c r e a t e d i n S T S . T h i s s h o u l d b e d o n e f o r a l l 1 -8 0 0 S a l e s , p r o d u c t s , a n d s e r v i c e s u p - s e l l s .
6 . A g e n t p r o c e s s e s E S C t r a n s a c t io n t h e s a m e a s a r e g u l a r o r d e r.
CREDIT CARD
1. The Agent completes the STS Order for service or product provided to the customer adding
parts and labor line items to STS.
2. The Agent processes the Credit Card transaction using the built-in STS function.
3 . T h e A g e n t c l o s e s t h e s e r v i c e ca l l a n d p r i n t s a n i n v o i c e f o r t h e c u s t o m e r.
NOTE: Credit Card transactions are authorized against an individual store through STS and then
keyed against an individual store through RESA. If the Agent is unable to get into STS from the
customers home, they will need to document credit card # and go back to the store to ring up at
POS.

GEEKMOBILE INVENTORY PR OCESS (post-license plating)
To c a r r y s t o r e S K U m e r c h a n d i s e i n G e e k m o b i l e s , c o m p l e t e t h e f o l l o w i n g :
1. Agent views predetermined list of recommended inventory for the Geekmobile vehicle on
G e e k S q u a d A g e n t We b S i t e ( t o o l - k i t ) .
2. Agent works with Inventory Manager to label and scan recommended Inventory into
Geekmobile using the License Plating process (see License Plate AOP for further details).
3 . I n v e n t o r y M a n a g e r p r i n t s a R SS L i c e n s e P l a t e R e p o r t u s i n g G e e k S q u a d a s t h e
disposition and gives to the Agent (see License Plate AOP for further details).
4. Agent presents the License Plate report to the Loss Prevention Customer Specialist,
along with the License Plated inventory before the Agent can leave the store.
5. Agent puts all inventory in Geekmobile trunk (do not leave product in sight).
6. Agent uses parts in customers home and circles the product used on the License Plate
Report.
7. Agent obtains payment for service or parts and offers the customer a written receipt.
O R T h e c u s t o m e r p a y s t h e A g en t u s i n g c a s h , c h e c k , o r c r e d i t c a r d ( s e e p r o c e s s i n g
instructions below).
8 . A g e n t r e t u r n s t o s t o r e a n d p r oc e s s e s t h e t r a n s a c t i o n t h r o u g h P O S , r i n g i n g i n t h e p r o d u c t
SKU, License Plate and up-sell SKU (6235683).
9. Agent replenishes stock based on predetermined list of inventory using the license
plating process
10. Agent works with Inventory Manager to establish a weekly Inventory Cycle Count.
ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED

GEEKMOBILE INVENTORY AND SERVICES ( P o s t - l i c e n s e p l a t i n g A O P )
C A S H / C H E C K PAY M E N T
1. Agent completes work.
2. Agent adds necessary notes to service call in STS. Agent also adds all part and labor
lines as needed into STS.
3. Agent collects cash/check payment and reflects this in STS using the system to notate
t r a n s a c t i o n t y p e . N O T E : A l l c h e c k t r a n s a c t i o n s n e e d t o a l s o h a v e t h e c u s t o m e r s D r i v e r ’s
L i c e n s e a n d d a t e o f b i r t h o n c h e c k a n d s h o u l d b e m a d e p a y a b l e t o : B E S T B U Y.
4. Agent closes service call.
5. Agent returns to store and rings the parts and labor through POS along with ‘an add-on’
SKU (6235683). The ‘add-on’ SKU has no value. This is done so that a new service order
i s n o t c r e a t e d i n S T S . T h i s s h o u l d b e d o n e f o r a l l 1 -8 0 0 S a l e s , p r o d u c t s , a n d s e r v i c e s
up-sells.
6 . A g e n t p r o c e s s e s E S C t r a n s a c t io n t h e s a m e a s a r e g u l a r o r d e r.
CREDIT CARD
1. The Agent completes the STS Order for service or product provided to the customer
a d d i n g p a r t s a n d l a b o r l i n e i t em s t o S T S .
2. The Agent processes the Credit Card transaction using the built-in STS function.
3 . T h e A g e n t c l o s e s t h e s e r v i c e c a l l a n d p r i n t s a n i n v o i c e f o r t h e c u s t o m e r.
NOTE: Credit Card transactions are authorized against an individual store through STS and
then keyed against an individual store through RESA. If the Agent is unable to get into STS
from the customers home, they will need to document credit card # and go back to the store
to ring up at POS.

2.6 - ADDITIONAL TOOLS
When working in the field, you may often find a need for a tool that is not part of your
s t a n d a r d i s s u e t o o l k i t . W h i l e t h e s e t o o l s a r e n o t m a n d a t o r y o r p r o v i d e d b y t h e c o m p a n y,
you may find benefit in carrying the following suggested items:
• Laptop computer
• Extra IDE cables
• USB cable
• USB/PS2 adapters
• Vo l t a g e m e t e r
• P C I N I C w / d r i v e r s ( s o m e a r e a s w i l l h a v e t h i s p a r t i n t h e i r G e e k m o b i l e ™)
• Wi r e l e s s U S B a d a p t o r ( s o m e a r e a s w i l l h a v e t h i s p a r t i n t h e i r G e e k m o b i l e)
• Small toolkit (extra screws, jumpers, small screwdrivers, etc.)
• Paper clips (for removal of cds from dead cd-rom drives)
• Blank CDs
• USB pen drive
• Portable CD burner
• P S 2 / AT a d a p t e r
®
• Leatherman
• P e r f o r m a n c e To o l ( r a t c h e t s c r e w d r i v e r w i t h m a g n e t i c t e l e s c o p i n g t i p a n d f l a s h l i g h t )

2.7 - DOUBLE AGENT TIME SHEET PROCESS

The time card process is clearly the most important to the Double Agent, How do I get
p a i d ? T h e p r o c e s s a n d t i m e c a rd i s s t r a i g h t f o r w a r d a n d h a s e v e r y t h i n g t h a t y o u n e e d
right on it. What time did you start, what time did you break for lunch, what time did you
s t a r t a g a i n a f t e r l u n c h , w h a t t i m e d i d y o u e n d y o u r d a y.
Start time and logging of hours:
Going to the store before your first call: If you do not have a service call scheduled at
the start of the day and you report to the store, your “in” time is the time that you enter
the store.
Going directly to your first service call: If you have a service call scheduled at the start
o f y o u r d a y a n d y o u d r i v e d i r e ct l y f r o m h o m e t o y o u r f i r s t j o b , y o u r “ i n ” t i m e i s t h e t i m e
that that you leave your house. STS will estimate the amount of time necessary to get
from your home store to your first service call. If it occurs that you are closer to your
first service call then your home store you are allowed to drive directly there, otherwise
you are expected to report to the store. A majority of the time STS will give you ½ or 1
hour drive time.
Ending time and logging of hours:
W h e n l e a v i n g f r o m t h e s t o r e : Th e “ o u t ” t i m e i s w h e n y o u l e a v e t h e s t o r e .
When leaving your last service call: When you are returning home directly from a service
c a l l y o u r “ o u t ” t i m e w o u l d b e th e t i m e t h a t y o u arrrive home. I t i s t e c h n i c a l l y t h e e n d
of your day and is the same as when leaving from the store.
Rest Period and Meal Period:
This policy varies from state by state.
I t i s i m p o r t a n t t h a t y o u k n o w an d f o l l o w a l l a p p l i c a b l e s t a t e r e s t a n d m e a l p e r i o d
requirements.
Standard Best Buy Requirements (this is the minimum requirement if there are no state
specific laws noted for that appropriate state below)
1. Employees are permitted a 15 minute rest break for every 4 hours of work. They
should be paid during this break. (See page 20 of the employee handbook)
2. Employees are required to receive a minimum of 30-minute meal period during a 7.5
h o u r o r l o n g e r s h i f t . ( Va r i e s d e p e n d i n g o n s t a t e l a w )
3. A l l h o u r l y e m p l o y e e s m u s t r e c o r d t h e i r t i m e i n a n d o u t v i a t i m e c a r d s h e e t s . Ti m e
sheets must be turned into the Operations Supervisor or Senior by 10:00am each
S u n d a y i n o r d e r t o b e p a i d f o r t h e p r e v i o u s w e e k s ’ h o u r s . Ti m e s h e e t s a r e o n l y v a l i d
i f t h e e m p l o y e e a n d S a l e s/ G e n e r a l M a n a g e r s i g n t h e m .
4. Hours worked must be rounded off to the nearest 15 minute increment. If employers
records are inaccurate or inadequate, the Department of Labor will rely on
testimony of employees to establish a Fair Labor Standars Act (FLSA) violation.

S TAT E S TAT E R E Q U I R E M E N T DOUBLE AGENT TRAINING MESSAGE

CALIFORNIA REST PERIODS: A 10 min u t e r e s t p e r i o d Since Double Agents will not be scheduled through
per 4 hours must be prov i d e d t o h o u r l y CBS; It is the employees responsibility to take this
employees. rest period. Must inform their manager that they
need to take their rest period if the 4 hours are
approaching.
CALIFORNIA MEAL PERIODS: An empl o y e e m a y n o t Since Double Agents will not be scheduled through
work for more than 5 hou r s w i t h o u t a CBS; it is the employees responsibility to take
meal period of not less t h a n 3 0 m i n u t e s . their meal break prior to 5 hours approaching.
If the employee works fo r m o r e t h a n 1 0 Must inform their manager (or the Geeksquad
hours per day, a second 3 0 m i n u t e m e a l dispatcher) that they need to take their meal
period is required. break.
CALIFORNIA ONE DAY OFF IN SEVEN: E v e r y e m p l o y e e One day off each week will be blocked in STS so
is entitled to receive on e d a y o f f i n s e v e n . t h a t e m p l o y e e ’s a r e n o t s c h e d u l e d
CALIFORNIA OVERTIME: must be paid a t o n e a n d

one-half times the regul a r r a t e o f p a y f o r
every hour worked after 8 h o u r s i n o n e
workday. Overtime must b e p a i d a t t h e
rate of double the regula r r a t e o f p a y f o r
every hour worked after 1 2 h o u r s w o r k e d
in one workday.
CALIFORNIA Employees will be traine d t h a t t h e y m u s t

get permission from thei r M a n a g e r b e f o r e
they can go into overtim e . O v e r t i m e w i l l
automatically be calcula t e d i n C B S a s
long as the hours are en t e r e d .
CALIFORNIA MINIMUM OF 2 HOURS PAY F O R W O R K : I f In training employees will be trained that they
an employee is “on call” a n d c o m p l e t e s must round any time worked up to 2 hours, and
work that amounts to les s t h a n t w o h o u r s , r e c o r d t h i s o n t h e i r We e k l y Ti m e S h e e t .
he/she must be paid a m i n i m u m o f t w o
hours of work.
CALIFORNIA SPLIT SHIFTS: When an e m p l o y e e w o r k s Employees will automatically be paid via Cambell
a split shift, 1 hours pay a t t h e m i n i m u m if they work a split shift. (as long as this time
wage shall be paid in ad d i t i o n t o t h e is recorded on their time sheet. CBS will do the
minimum wage. calculation to ensure employee is paid per state
requirements for Split Shifts.
CALIFORNIA UNIFORMS: Uniform char g e s a r e Does not need to be mentioned in training

prohibited
MINNESOTA UNIFORMS: Uniform cha r g e s a r e Does not need to be mentioned in training

prohibited
KANSAS No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

to hours worked
WISCONSIN No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

to hours worked
ARIZONA No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

to hours worked
OHIO No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

to hours worked
MICHIGAN No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

to hours worked
CONNETICUT UNIFORMS: Uniform Cha r g e s a r e Does not need to be mentioned in training

prohibited
NEW JERSEY No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies
to hours worked
NEW YORK ONE DAY OFF IN SEVEN: i s r e q u i r e d One day off each week will be blocked in STS so
(cannot be on-call if it le a v e s y o u w i t h t h a t e m p l o y e e ’s a r e n o t s c h e d u l e d
zero days off within a 1 w e e k p e r i o d ) .
UNIFORMS: Uniform Cha r g e s a r e Does not need to be mentioned in training

prohibited
PENNSYLVANIA MEAL BREAKS: Hourly em p l o y e e s m u s t b e Since Double Agents will not be scheduled through CBS; it is
provided with a 30 minu t e m e a l p e r i o d i n the employees responsibility to take their meal break prior to
the first 5 hours of work 5 hours approaching. Must inform their manager (or the Geek
squad dispatcher) that they need to take their meal break.

RHODE SUNDAYS: Hourly emplo y e e s w h o w o r k o n When time sheets are entered into Cambell, the time and
ISLAND Sundays must be paid Ti m e + o n e - h a l f f o r one-half will automatically be calculated for hours worked on
hours worked on Sunday Sunday.
ARIZONA NO state specific requir e m e n t s r e g a r d i n g Does not need to be mentioned in training

to hours worked
TEXAS ONE DAY OFF IN SEVEN: E m p l o y e e s w h o One day off each week will be blocked in STS so that
work more than 30 hours a w e e k m u s t b e employee’s are not scheduled
provided a minimum of 1 - d a y - o f f - i n S e v e n .
WASHINGTON MEAL BREAKS: Employee s m u s t r e c e i v e a Since Double Agents will not be scheduled through CBS; it is
30 minute meal period w i t h i n t h e f i r s t 5 the employees responsibility to take their meal break prior to
hours of work. 5 hours approaching. Must inform their manager (or the Geek
squad dispatcher) that they need to take their meal break.

2.8 - ON-CALL
The Geek Squad services are available 24/7 even though Best Buy stores do not operate
o n t h e s a m e s c h e d u l e . We a r e a b l e t o m a n a g e t h e s e e x p a n d e d h o u r s b y e s t a b l i s h i n g a n
On-Call Agent rotation.
By nature, on-call means that you and your expertise could be called upon at anytime and
y o u w i l l n e e d t o b e r e a d y. A s w i t h a n y o t h e r s c h e d u l e d s h i f t s , c o n s u m p t i o n o f a l c o h o l i c
beverages or medications which would prohibit your ability to work is prohibited.
H o w O n - C a l l Wo r k s :
During designated on-call shifts, you MUST have your phone turned on at all times. If
you are traveling, stay in cell range and keep your phone charged at all times. While
you can go about your regular business while being on-call, we do ask that there is a
computer with Internet access within arms reach at all times. If you get an Emergency
service job, your phone will be sent an STS alert notifying you of the added job and all
t h e p e r t i n e n t d e t a i l s . Yo u r j o b i s t o b e t h e r e o n t i m e , i n g o o d f o r m a n d r e a d y t o w o r k
y o u r m a g i c . T h a t ’s b a s i c a l l y i t .
How you are paid:
This may vary between states. In most states, if you return a call and talk longer than 2
minutes, you are credited with 1 hour of work. In CA, this minimum credit is 2 hours. If
you get dispatched to a job when on-call, you will get paid from the time you leave your
house until the time that you return.
Note:
I f y o u h a v e a n y q u e s t i o n s a b o ut s t a t e - s p e c i f i c l a b o r l a w s , p l e a s e c o n s u l t y o u r m a n a g e r.

2.9 - PASSWORD POLICY
The purpose of this policy is to support the security of our networks with strong
passwords. This policy is for both STS and Geek Squad e-mail (Exchange). These are the
guidelines that must be followed when prompted to change your password.
• 10 characters minimum
• Alphanumeric (both letters and numbers)
• Mixed case (upper AND lower)
• No dictionary words
• Expires 90 days maximum
• No repeats for 24 passwords (6 years)
Yo u r p a s s w o r d i s y o u r s a n d y o u r s o n l y. Yo u r p a s s w o r d a l l o w s a c c e s s t o c o n f i d e n t i a l
client information including finical and sales data. Under no circumstances should your
password be shared with anyone.

2.10 - SOFTWARE POLICY
This procedure discusses corporate policy on software.
I t ’s p r e t t y s i m p l e :
• Use only Geek Squad/Best Buy approved software to repair machines

• Do not use illegally obtained software
• D o n o t i n s t a l l s o f t w a r e o n a c l i e n t ’s m a c h i n e u n l e s s t h e y h a v e a l i c e n s e f o r i t
(original disks and corresponding serial number or product key)
• Do not use Geek Squad/Best Buy/personal serial numbers or product keys on client
software
• Do not give clients Geek Squad/Best Buy/personal serial numbers/product keys
• Do not leave shareware/freeware/trial-ware (that you may have used to clean their
machine) installed.
• If a client does not have their original software, but they can produce an original
s o f t w a r e l i c e n s e / s e r i a l n u m b e r / p r o d u c t k e y, y o u m a y t h e n i n s t a l l i t f r o m o u r b a c k u p
software
What if illegal software is on the machine BEFORE we arrive on-site?
• Politely educate the client on your findings

• D O N O T a c c u s e t h e m o f i l l e g a l a c t i v i t i e s ( a l w a y s a s s u m e t h e y d o n ’t k n o w )
• Provide solutions for them to become “legal”
• Although certain “illegal driven” P2P (KaZaA, Morpheus, etc) applications can be
used legally to obtain non-copyright data, do not suggest using these programs to
the client

2.11 - HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA)
G o a l : To p r o t e c t t h e p r i v a c y a n d r i g h t s o f c u s t o m e r s a n d A g e n t s .
I n A p r i l 2 0 0 3 , t h e H I PA A P r i v a c y R u l e e s t a b l i s h e d a s e t o f n a t i o n a l s t a n d a r d s f o r t h e p r o t e c t i o n
of individuals’ health information. The Privacy Rule standards address the use and disclosure
of individuals’ health information by health care organizations as well as those that might
have access to that information.
If an Agent has a service call at a health care facility or a location that has access to
private health care information, that Agent may be asked to sign documents addressing the
n o n - d i s c l o s u r e o f i n f o r m a t i o n t ha t a n A g e n t m a y s e e . I f a s k e d , a n A g e n t s h o u l d c o m p l y a n d
m a i n t a i n a c o p y o f a n y d o c u m e n t s f o r t h e A g e n t ’s o w n r e c o r d s .
Geek Squad understands the importance of personal privacy and respects the privacy of
i n d i v i d u a l s . O u r p o l i c y i s t o u p h o l d H I PA A p r i v a c y r u l e s a n d s t a n d a r d s w i t h o u t c o m p r o m i s e o r
exception. Personal information held by a health care provider is NEVER to be disclosed to
anyone.
(See attached form in Appendix)

2.12 - TAKING COMPUTERS OFF-SITE
A s a l a s t r e s o r t , i f a n Ag e n t b e c o m e s ‘ s t u c k ’ o r c a n n o t s o l v e a p r o b l e m o n s i t e , t h e
computer may need to come in to the store for further diagnostics. Before this
happens, several resouces should be exercised. First, contact another Agent for help
o r p e r s p e c t i v e o n t h e s i t u a t i o n . N e x t , a c a l l t o L e v e l 2 G u i d a n c e m a y b e i n o r d e r. A
d i f f e r e n t A g e n t m a y a l s o b e d i s p a t c h e d a t a l a t e r d a t e/ t i m e t o p r o v i d e a “ s e c o n d s e t
o f e y e s . ”I f t h e s e m e t h o d s a r e n o t s u c c e s s f u l a n d t h e A g e n t c a n n o t r e s o l v e t h e i s s u e ,
t h e c u s t o m e r s h o u l d b e i n s t r u c t e d t o b r i n g t h e c o m p u t e r i n t o t h e Te c h B e n c h . T h i s i s
usually reserved for computers with serious hardware problems where it is impractical to
carry replacement parts or where suitable parts are not available. The customer is still
charged an estimate fee* for the on-site visit and the CUSTOMER must bring computer in
– N O T T H E A G E N T. T h i s i s f o r l i a b i l i t y r e a s o n s , a n d m u s t a l w a y s b e a d h e r e d t o – a t n o
p o i n t s h o u l d t h e c u s t o m e r ’s P C b e i n p o s s e s s i o n o f a G e e k S q u a d A g e n t . W h e n s e n d i n g a
computer in from the field, the following steps must be followed:
• T h e A g e n t m u s t c o n t a c t G u i d a n c e a n d i n f o r m t h e m o f t h e s e r v i c e c a l l ’s s t a t u s .
Guidance will make the appropriate updates in STS.
• The client must be informed of the estimated cost and current turnaround time.
• I t m u s t a l s o b e m a d e c l e a r t h a t i t i s t h e c l i e n t ’s r e s p o n s i b i l i t y t o b o t h d e l i v e r t h e
machine to the tech bench and pick the computer up when service is complete – we
do not transport them.
*If the Agent cannot complete the job due to a lack of knowledge on the subject, the fee
may be waived.
*Any questions about when to charge and when not to charge should be directed to
Guidance.

3.1 - STS OVERVIEW
STS is our web-based database and scheduling software. Some other functions included
in STS are:
• Yo u r w o r k s c h e d u l e
• Client database (master rolodex)
• Service call database
STS tells you where you need to be, what time you have to be there, how to get there,
and what you need to do once you get there. It is where you keep track of all your job
n o t e s , h a n d l e s a l l c u s t o m e r i n fo r m a t i o n , a n d m a n a g e s y o u r s c h e d u l e . S e e t h e “ G e e k
Squad STS Manual” for more information.
EX P E N S E I T !
ExpenseIt! is a web based program that you can use for expensing random fees that you
c o m e a c r o s s . T h e s e r an d o m f e e s m a y i nc l u d e b u t a r e n o t l i mi t e d t o :
• G as f r o m a s t a t i o n t h a t d o e s n o t a c c e p t t h e g a s c a r d
• C a r w a s he s f r o m a no n - g a s s t a t i o n c a r w a s h
• Parking fees
• To l l f e e s
S e e t h e a t t a ch e d a p p e n d i x f or d e t a i l s o n t h i s a p p l i c a t i o n .

3.2 - WAP POLICY AND PROCEDURE

WA P I n f o o n l i n e :
h t t p : / / w w w. s p r i n t p c s . c o m
K e e p y o u r p h o n e ’s R O M U p d a t e d
B e s u r e t o c h e c k w i t h S p r i n t t o s e e i f y o u r p h o n e h a s a R O M u p g r a d e a v a i l a b l e . Yo u r p h o n e
will work without it, but it will work better if you go to Authorised Sprint Service Center
a n d g e t t h e R O M f l a s h e d w i t h a n u p g r a d e - i t ’s f r e e a n d i t t a k e s 5 m i n u t e s t o d o . U s e t h e
following link for locations:
h t t p : / / w w w 1 . s p r i n t p c s . c o m / s u p p o r t / f i n d A n s w e r s / f a s / S t o r e L o c a t o r. j s p
G E E K S Q U A D WA P E N A B L E S E R V I C E S
To a c c e s s G e e k S q u a d ’s WA P s e r v i c e s , d o t h e f o l l o w i n g :
1. 1 . H i t t h e “ We b ” b u t t o n o n t h e p h o n e .
2. Press the top right button that will activate the website address screen.
3. Choose the “go to URL” option “option 7”
4. Choose “address”
5. Ty p e “ m a i l . g e e k s q u a d . c o m \ s t s ” ( w i t h o u t t h e q u o t a t i o n m a r k s )
6. The first time you logon you will need to choose the “Sign on”
7. enter user name and password
8. A t t h i s t i m e y o u m a y n e e d t o h i t t h e To p R i g h t b u t t o n a g a i n t o c h o o s e t h e O K o p t i o n .
9. After initial logon you can choose the quick logon option.
10. A f t e r l o g o n i s c o m p l e t e c h o o se t h e F l e e t M G R o p t i o n
11. I t w i l l t h a n a s k y o u f o r y o u r P I N , t h e P I N w i l l b e y o u r 1 0 d i g i t p h o n e n u m b e r.
12. The system may ask for your odometer reading which you would enter at this time.
13. The system may return back to The Geek Squad Homepage, this is acceptable as you
may not have your car yet.
Note: When you change your password in STS, it may be necessary to go through the manual
login process again to save the new quick login information in your phone.
Once you have logged in to STS, you can perform the following functions by selecting the
a p p r o p r i a t e o p t i o n f r o m t h e m e n u d i s p l a y e d o n t h e WA P p a g e .
* Process Credit Card payments

* Search Master Rolodex Records, view permanent client notes and dial clients directly
from their record.
* A c c e s s y o u r D a i l y S c h e d u l e – i t k n o w s w h o y o u a r e a u t o m a t i c a l l y.
* Submit your Geekmobile odometer readings.
* Email invoices to clients

3.3 - GUIDANCE ENGINEER
A Guidance Engineer is the “eyes and ears” of the Geek Squad. They assist in providing a
wide variety of assistance not only to the Agent, but also their customers.
Although a Guidance Engineer is there to help, try to utilize other resources available to
y o u ( u n l e s s i t ’s m a n d a t o r y t o c o n t a c t g u i d a n c e ) .
W h e n c a l l i n g G u i d a n c e y o u s h o u l d c a l l 1 - 8 7 7 - 4 3 3 - 5 7 7 3 . T H I S I S F O R A G E N T U S E O N LY !
If customer need assistance they shoulc call 1-800-GEEK-SQUAD for help. This number
should not be given out under any circumstances.
This assistance can include:

• Scheduling your service calls
• Helping you schedule your service calls if STS is not available
• Helping you find your way when driving to a service call
• Helping to clarify pricing concerns before, during, and after service calls
• Assisting your client before and after your service call
• A liaison between you and your clients before and after your service calls
S i m p l y p u t , t h e y h e l p y o u o u t o n v a r i o u s l e v e l s – d o n ’t a b u s e t h e m !

3.4 - DISPATCH PROCESS FLOW FROM BEST BUY SALES FLOOR

1. Dispatch Process Flow From Sales
• Agent is available
• Client is offered Geek Squad services
• If client requests follow-home service, the Agent will schedule accordingly
• Agent logs into STS to determine their availability
• A g e n t c r e a t e s / u p d a t e s c l i e n t ’s i n f o r m a t i o n w i t h i n S T S
• Phone number MUST be correct
• Client and the Agent determine a time that works for both
• J o b i s t h e n s c h e d u l e d u s i n g Ti m e P l a c e H o l d e r s
• Client purchases service via POS
• C l i e n t ’s i n f o r m a t i o n i s e n t e r e d i n t o E S C
• Ph o n e n u m b e r M U S T b e c o r r e c t a n d t h e s a m e u s e d i n S T S
• E S C l i n k s t o S T S 1 5 m i n u t e s a f t e r e a c h h o u r a n d w i l l l i n k t h e c l i e n t ’s p u r c h a s e
t o t h e Ti m e P l a c e H o l d e r s v i a t h e i r p h o n e n u m b e r
2. Agent is not available

• Client is offered Geek Squad services
• C l i e n t p u r c h a s e s e r v i c e s v i a P. O . S .
• C l i e n t ’s i n f o r m a t i o n is e n t e r e d i n t o E S C
• Since the Agent is not available, the client will be contacted by Guidance
within 48 hours for scheduling
( Se e a t t a c h e d f l o w c h a r t )


3.5 - MORNING/END OF DAY PROCEDURES

The following guides can used at the end of your day or the begining of your day to
prepate your for what is to come.
G o a l : To a v o i d s u r p r i s e s a n d t o k e e p y o u r d a y u n d e r c o n t r o l
B E G I N N I N G O F D AY
L o o k o v e r y o u r s e r v i c e c a l l s f o r t h e d a y. L o o k f o r r e d f l a g s l i k e :
• D o e s t h e d e s c r i p t i o n m a t ch t h e q u o t e d s e r v i c e ?
• D o e s t h e j o b m a k e s e n s e ? C a n i t b e f i x e d ? I s i t w o r t h t h e c l i e n t ’s m o n e y ?
• Are parts needed? If so, do you have them or will you have to get them?
• D r i v e r s / S o f t w a r e - d o y ou n e e d t o d o w n l o a d a n y t h i n g a h e a d o f t i m e ?
• Drive time - if drive time is insufficient, contact Guidance.
Print schedule.
W h e n a n A g e n t h a s a j o b f i r s t t h i n g i n t h e m o r n i n g , t h e y w i l l r e p o r t t o t h e c l i e n t ’s h o u s e
first instead of their Best Buy Location. The Agent should arrive 5 minutes early as we
do with all service calls.
B e s u r e t o g i v e y o u r s e l f p l e n t y o f t i m e t o g e t t o y o u r f i r s t j o b . Yo u r w h o l e d a y c a n b e
thrown off just by being a few minutes late.
I f t h e r e a r e n o j o b ’s s c h e d u l e d f i r s t t h i n g i n t h e m o r n i n g , t h e A g e n t w i l l b e g o i n g t o t h e
B e s t B u y s t o r e w h i c h t h e y a r e s t a t i o n e d t o a s s i s t i n a n y c o m p u t e r- r e l a t e d s e r v i c e t h a t
they can. The Agent will also be there to assist with the selling of any Geek Squad
services.
E N D O F D AY
At the end of each day review your schedule for tomorrow and plan any necessary special
preperation.
B e s u r e t o c o m p l e t e a n y s t o r e P O S t r a n s a c t i o n s t h a t m a y b e n e c e s s a r y.
Close out any open service calls.

3.6 - IMPORTANCE OF GOOD FIELD NOTES
G o a l : To m a i n t a i n e f f e c t i v e d oc u m e n t a t i o n o f G e e k S q u a d o p e r a t i o n s , m i n i m i z e r e c a l l s
and warranty liability and maximize service performed in recall situations.
In the event that there are issues with the service, your notes will provide an overview
of the work already performed, with perspective and detail of what was done to the
c o m p u t e r, u l t i m a t e l y s a v i n g y o u o r a n o t h e r A g e n t v a l u a b l e t i m e .
Field notes also provide a concrete basis for Guidance Engineers or Agents to make
a decision to establish a recall. This is especially important when customers present
emotion-driven behaviors - crying, yelling, and making personal threats. This happens
more than one might think. When details of the service are left to memory recall or
individual perceptions, much can be distorted; what service was actually performed,
what actually worked when the Agent left, etc. If virus software was installed and
updated before leaving, the only resolution may be to send another Agent out to the
l o c a t i o n , p o t e n t i a l l y w a s t i n g t im e a n d r e s o u r c e s .
The following format is the standard for Field Notes, and all service calls should be
d o c u m e n t e d a c c o r d i n g l y.
F i e l d N o t e s – ( I n i t i a l s go h e r e ) ( D a t e G o e s h e r e )
In this section you should list the first set of substantial notes of the issue.
“Upon arrival on scene client informed me...(insert extremely

d e s c r i p t i v e p r o b l e m n o t e s h e r e ) ” N o t e i s s u e i n c l i e n t ’s o w n w o r d s a n d
also provide your own technical analysis. Also re-quote price if different from
original notes.
The second paragraph should act as your diagnostic documentation. This is the section
where you explain what steps you took to determine the root of the problem, including
any programs you ran and the results of the tests.
“I started the diagnostic suite by performing the following service… and

this is what the service found.”
The next paragraph should describe what steps were taken to rid the computer of all
evil. At this point you would want to include any updates, patches, software fixes, etc.
that were applied. Also document the exact steps that were taken to ultimately fix the
c o m p u t e r. N e v e r l e a v e a n y t h i n g o u t , a s i n c o n s e q u e n t i a l a s y o u t h i n k i t m a y b e . T h e
little things will not only save you time during a recall, but will also assist any other
A g e n t t h a t m a y b e d i s p a t c h e d t o a s s i s t t h i s c u s t o m e r.
“From what the diagnostic suites have found, I performed the following
service and then also got all applicable windows and Symantec
updates…”
T h e f i n a l p a r a g r a p h w i l l a c t a s t h e r e c o m m e n d a t i o n a n d s u m m a r y. T h i s i s t h e
o p p o r t u n i t y t o r e c o m m e n d a n y th i n g t h a t t h e c l i e n t m a y n e e d , d o c u m e n t a n y d e n i a l s o f
recommended/necessary services, and summarize warranty information.
“ R e c o m m e n d e d t h a t t h e c l i e n t g e t N o r t o n A n t i - Vi r u s i n s t a l l e d o n t h e
c o m p u t e r. I n f o r m e d c l i e n t t h a t i t i s s o m e t h i n g t h a t I c o u l d d o t o d a y
but she felt that she would get the software from Best Buy and install
herself. I informed client that we warranty our workmanship for 30 days,
and that if there is something that I missed, I could come back out at no
a d d i t i o n a l c h a r g e . H o w e v e r, i f v i r u s e s a r e r e i n t r o d u c e d t o t h e c o m p u t e r
there could be further charges. Also informed client that the computer
could use…..”

This paragraph should include any usernames, passwords, wep keys or another vital information
t h a t w o u l d b e n e c e s s a r y t o l o g b a c k i n t o t h e r o u t e r o r c o m p u t e r i f n e c e s s a r y. D o c u m e n t a n d
inform customer of appropriate ways to prevent issues from happening again, and what steps
they could take to keep the computer running.
F i n a l l y, d o c u m e n t a n d c l o s e t h e s e r v i c e c a l l . T h e c l o s i n g s h o u l d b e s t a t e d a s “ C a s e C l o s e d ! ” T h i s
provides a standard closing that is uniform across all calls.
“ L a s t l y, p e r f o r m e d a s y s t e m t u n e - u p a n d o p t i m i z a t i o n t o h e l p o v e r a l l
p e r f o r m a n c e o f c o m p u t e r. C a s e C l o s e d ! ”
A descriptive set of notes is a vital part to prevent being recalled and the best way to ensure
that a client is aware and informed of what was done and suggestions of what could be done to
prevent the problem from recurring. There should be at LEAST one paragraph of notes for each
hundread dollars spent.
CASE CLOSED!

3.7 - CALL BACK ALERTS
Call back notifications (via email or text page) must be handled within 2 hours. Geek
Squad customers pay for premium support, and we will deliver nothing less. Customers
may have a simple question or have a problem that is totally unrelated to the service you
provided. Knowing you’re the expert, they want to talk to you about it! Calling back
within 2 hours of receiving the message is part of the premium support you provide your
customers.
Appropriate times for returning calls:
1. W h e n i d l e . I f y o u h a v e d o w n t i m e a n d r e c e i v e a m e s s a g e t o c a l l b a c k a c u s t o m e r,
t h i s i s t h e t i m e . I f y o u d on ’t d o i t n o w, y o u m a y p r o j e c t a l e s s - t h a n - s t e l l a r i m a g e
of the Geek Squad and possibly lose the opportunity avoid a recall altogether by
d e a l i n g w i t h t h e c u s t o m e r’s q u e s t i o n s i m m e d i a t e l y.
2. Between jobs. If you are en route between jobs and receive a message, call them
b a c k i m m e d i a t e l y. We v a l u e y o u r l i v e s , s o p l e a s e p u l l o v e r t o m a k e t h o s e c a l l s i f a t
all possible.
3. A t t h e c u s t o m e r ’s h o u s e . A t t i m e s , y o u w i l l r e c e i v e n o t i f i c a t i o n t o c a l l a c l i e n t
w h e n y o u a r r i v e a t a n e w j o b . T h e n e w c u s t o m e r, a s w e l l a s t h e o n e r e q u e s t i n g a
call back, have an expection: they both are paying for premium service, and that is
w h a t t h e y e x p e c t . E v e n t h o u g h w e c h a r g e f l a t r a t e s , r e c o g n i z e t h a t t h e c u s t o m e r ’s
t i m e i s v a l u a b l e t o o . G o o d w a y s t o m a k e a c a l l b a c k w h i l e a t a d i f f e r e n t c l i e n t ’s
house would be:
a . S t a r t r u n n i n g d i a g n o s t i c s ( i . e . , Vi r u s s c a n , S p y w a r e s c a n , e t c . ) , a n d e x c u s e
yourself for a moment. Inform the customer that you need to return a
c a l l a n d e x p l a i n w h a t ’s h a p p e n i n g w i t h t h e i r c o m p u t e r. W h e n y o u r e t u r n ,
apologize for the interruption, and resume your work.
b. Otherwise, inform your customer that that you need to excuse yourself
f o r a m o m e n t t o r e t u r n a c a l l . I f n e c e s s a r y, s t e p o u t s i d e t o c o n f e r w i t h
t h e c a l l b a c k c u s t o m e r. B a l a n c e i s k e y : u s e y o u r j u d g e m e n t a n d a c t
a c c o r d i n g l y.
4. W h e n o f f - d u t y, o r a f t e r h o u r s , c a l l b a c k s a r e n o t m a n d a t o r y. Yo u a r e r e q u i r e d t o
return those call within the first 2 hours of the start of your next shift.
5. I n t h e e v e n t y o u a r e u n a b l e t o r e a c h t h e c u s t o m e r, l e a v e a m e s s a g e s t a t i n g w h o y o u
are, why you are calling, the time of the call, and instructions to contact Guidance
a g a i n w h e n a v a i l a b l e . Yo u s h o u l d n e v e r l e a v e y o u r c e l l p h o n e n u m b e r w i t h a
customer as they may suddenly become your best friend! If the customer does not
have voice mail or an answering machine, contact Guidance and communicate the
detials of the attempt. They will take it from there.

3.8 - RECALLS OR WARRANTY WORK

RECALLS
D e f i n i t i o n : t o r e t u r n t o a c u s t o m e r ’s h o m e a f t e r s e r v i c e h a s b e e n p e r f o r m e d , d u e t o :
a) recurring problem
b) new problem occuring after service was performed
c ) t h e c u s t o m e r ’s e x p e c t a t i o n s w e r e n o t m e t
In any of the above situations, Guidance will notify the Agent that a customer has
requested a call back. When the call is returned, several things are accomplished:
• The customer is reassured that we will live up to our service guarantee
• T h e A g e n t i s a b l e t o d e t e r m i n e if t h i s p r o b l e m i s r e l a t e d t o t h e w o r k d o n e o n s i t e
• The Agent can assess whether additional service charges apply
I f i t i s d e t e r m i n e d t h a t a d d i t i o n a l c h a r g e s a p p l y, i t i s i m p o r t a n t t o a p p r o a c h t h e c u s t o m e r
with tact. The last thing anyone wants to hear is that their computer is going to cost them
more money!
It is important to reassure the client and provide helpful suggestions for resolution,
regardless of who was responsible for a new or recurring problem. Show empathy for the
c u s t o m e r, a n d r e c o g n i z e t h a t t h e y w i l l n e e d t o s e t a s i d e m o r e t i m e t o g e t t h e i r c o m p u t e r
working again. Instruct them to call Guidance and schedule a new service call. If you think
the issue is outside the scope of your capabilities, recommend that the customer request a
different Agent. There is no shame in admitting you are not the best at everything, in fact
it shows your confidence in the depth and knowledge of your fellow Agents.
THE SPECIAL/NEEDY/HIGH MAINTENANCE CUSTOMER

T h e r e w i l l a l w a y s b e c h a l l e n g i n g cu s t o m e r s - - a n d t h e y n e e d t o b e r e g a r d e d d i s c r e e t l y
a n d w i t h a g e n t l e h a n d . Yo u a r e a g u e s t i n t h e c u s t o m e r ’s h o m e , a n d t h a t ’s i m p o r t a n t
t o r e m e m b e r. I f a c u s t o m e r b e c o me s d i s g r u n t l e d , r e m a i n c a l m a n d a s k w h a t y o u c a n d o
t o h e l p m a k e t h i n g s b e t t e r. I f t h e c u s t o m e r ’s r e q u e s t s e e m s u n r e a s o n a b l e , c o n f e r w i t h
G u i d a n c e o n h o w t o b e s t a c c o m m o d a t e t h e c l i e n t . R e m e m b e r, i t i s i m p o r t a n t t o k e e p t h e
c u s t o m e r ’s B E S T i n t e r e s t i n m i n d w h e n t r y i n g t o r e s o l v e t h e i r i s s u e s .

4.0 - RED FLAGS

GOAL: Identify ‘big issues’ which can make or break the effectiveness of a service call
a n d / o r a c u s t o m e r ’s s a t i s f a c t i o n .
Te c h n i c a l
• Use of Message Boards
• Te c h n i c a l S e r v i c e C a l l R e s e a r c h
• L i a b i l i t y Wa i v e r / D a t a L o s s
• Vi r u s R e m o v a l s
Behavioral
• Call Backs
• Tu n n e l Vi s i o n
• Pricing Phobia
• Crisis Addiction
• Know your Limitations
• Punctuality
• Good Field Notes

4.1 - TECHNICAL RED FLAGS

USE OF MESSAGE BOARDS
The Geek Squad message boards are a good place to communicate other Agents across the
c o u n t r y, s h a r e f u n n y s t o r i e s , p o s t h e l p f u l f i x e s a n d u t i l i t i e s a n d a s k q u e s t i o n s .
To a c c e s s t h e m e s s a g e b o a r d s , l o g i n t o M i s s i o n C o n t r o l ( h t t p s : / / m a i l . g e e k s q u a d . c o m / ) a n d
click the link that says “Geek Squad Message Board.”
TECHNICAL SERVICE CALL RESEARCH

It is a good idea to check your daily schedule in the morning or the night before and look
t h r o u g h t h e n o t e s o f y o u r j o b s f o r t h e d a y. I t i s v e r y h e l p f u l t o b e a w a r e o f p o t e n t i a l
problems ahead of time so you can research the issue a little bit before heading out to the
c l i e n t ’s l o c a t i o n .
L I A B I L I T Y WA I V E R / D ATA L O S S
The liability waiver is a form to protect yourself when there is a chance for data loss or
damage to the system. If a client refuses to take your advice (i.e. hard drive is failing,
and client does not want to replace it, failing power supply that might damage other
c o m p o n e n t s ) , i n f o r m t h e m o f a l l t he p o t e n t i a l r i s k s a n d i f t h e y s t i l l r e f u s e , h a v e t h e m r e a d
and sign a liability waiver stating that you informed them of potential problems and they do
not want us to perform the required service. It helps protect you when something you knew
was going to fail does just that.
A n o t h e r t i m e t o u s e t h e l i a b i l i t y wa i v e r i s w h e n i t i s n e c e s s a r y t o f o r m a t a n d r e - i n s t a l l
(only in extreme cases should a format be performed, but sometimes it is necessary). Clients
often assume everything will be “just like before” when formatting and reinstalling. It is
very important to spell out the reality IN WRITING, and include language that specifically
describes what will be gone when you complete the format and re-install. The form is
a v a i l a b l e a t h t t p s : / / m a i l . g e e k s q u a d . c o m / f o r m s / L i a b i l i t y Wa i v e r. h t m
V I R U S R E M O VA L S
I t i s e x t r e m e l y c o m m o n f o r v i r u s e s t o r e t u r n a f t e r w e r e m o v e t h e m . H e r e ’s a g o o d c h e c k l i s t :
u p d a t e t h e D AT f i l e , r u n a f i n a l s c a n , s e t f o r a u t o - d e t e c t a n d u p g r a d e . E a c h t i m e a n i n v o i c e
c o n t a i n s t h e w o r d “ v i r u s ” t h e Vi r u s Ti p s h e e t w i l l p o p - u p w h e n t h e j o b i s c l o s e d . T h i s
should be printed and given to the client before you leave the scene.

4.2 - BEHAVIORAL RED FLAGS
RETURNING PHONE CALLS

R e t u r n c l i e n t s p h o n e c a l l s i n a t i m e l y m a n n e r. I f y o u c a n n o t g e t a h o l d o f a c l i e n t a f t e r
Guidance has informed you that they need to speak with you, leave a message and try to
contact the client later on. If you still cannot reach the client after trying to contact them a
few times, inform Guidance so they can document that you have tried to call the client back.
TUNNEL VISION
D o n ’t l o s e t r a c k o f t i m e . T h e r e a r e o t h e r j o b s a n d c u s t o m e r s w a i t i n g . G i v e y o u r s e l f a r e a l i t y
check every 20 minutes - “Are you on track to complete the work - or does this job need to
be escalated or rescheduled?”
PRICING PHOBIA
Yo u a r e a m e m b e r o f t h e G e e k S q u a d . P e o p l e a r e n o t p a y i n g f o r y o u r t i m e - b u t f o r t h e y e a r s
it took you to learn what you know to fix these problems faster and better than any other
company on the planet. They are renting your brain.Be sure to charge for every problem you
s o l v e . I f y o u f e e l l i k e g i v i n g s o m e t h i n g a w a y, g i v e s o m e g o o d a d v i c e a n d a s p i f f y t - s h i r t ,
both will always be appricated.
CRISIS ADDICTION
D o n ’t g e t a d d i c t e d t o t h e a d r e n e l i n e r u s h . T h a t ’s w h e n y o u o v e r w o r k y o u r s e l f i n t o a f r e n z y
o f a c t i v i t y, o n l y t o b u r n o u t a n d d r o p t h e b a l l f o r c l i e n t s . P a c e y o u r s e l f , k e e p g o o d n o t e s ,
and make sure to call for backup if you need help. Marathons are never won by sprinters.
K N O W Y O U R L I M I TAT I O N S
Every Agent will have one those jobs that either does not make sense or maybe just needs
a n e x t r a s e t o f e y e s o n t h e p r o b l e m . D o n ’t b e a f r a i d t o a s k y o u r p e e r s f o r h e l p . T h e y w i l l
be one of the best resources be available to you. If you’re in over your head, let Guidance
know and they can assist you in either rescheduling the job or getting you in contact with
s o m e o n e w h o m a y k n o w t h e a n s w e r.
PUNCTUALITY
B e o n t i m e t o s c h e d u l e d j o b s . Tr y t o a r r i v e a t l e a s t 5 t o 1 0 m i n u t e s e a r l y t o a l l j o b s . I f y o u
f i n d y o u r s e l f r u n n i n g b e h i n d , c a l l t h e c l i e n t a n d i n f o r m t h e m o f y o u r E TA a n d t h e n k e e p
them informed if you continue to run late.
GOOD FIELD NOTES

Ta k e g o o d f i e l d n o t e s . C o m p l e t e , g r e a t , e x c e p t i o n a l f i e l d n o t e s i n f a c t . T h e s e n o t e s w i l l
not only help you if you have to talk a client that was serviced a month ago, but also help
other Agents determined the scope of work that you provided. Good field notes will protect
y o u , t h e c l i e n t , a n d v a l i d a t e t h e c re d i b i l i t y o f y o u r w o r k .

WEEKLY TIME SHEET (FOR DOUBLE AGENTS ONLY)
Employee Name:
Employee #:
Home Loc:
Date In Out In Out Total
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Total
I have reviewed the above information and verified that it is an accurate

reflection of my hours for this week. Failure to record and submit my time
accurately may result in incorrect payments to me.
Employee Signature
Manager Approval
This weekly time sheet must be turned in with a manager’s signature to

the Admin Senior NO LATER THAN 10 a.m. on Sunday morning each week.
Online only. 2/04 Part #P0027207

BEST BUY & SUBSIDIARIES
HIPAA CONFIDENTIALITY AGREEMENT
Geek Squad Agents
I, ________________________________, have read and understand the Best Buy

policies, practices and procedures regarding the privacy of individually identifiable health
information (or protected health information (“PHI”)), as mandated by the Health Insurance
Portability and Accountability Act of 1996 (“HIPAA”). In addition, I acknowledge that I have
received training in the Best Buy policies, practices and procedures concerning PHI use,
disclosure, storage and destruction as required by HIPAA.
In consideration of my continued employment, I hereby agree that I will not at any time –
either during my employment or association with Best Buy, or after my employment or
association ends – use, access or disclose PHI to any person or entity, internally or externally,
except as is required and permitted in the course of my duties and responsibilities with Best
Buy, as set forth in Best Buy privacy policies, practices and procedures or as permitted under
HIPAA. I understand that this obligation extends to any PHI that I may acquire during the
course of my employment or association with Best Buy, whether in oral, written or electronic
form and regardless of the manner in which access was obtained.
I understand and acknowledge my responsibility to apply Best Buy policies, practices

and procedures during the course of my employment or association. I also understand that
unauthorized use or disclosure of PHI will result in disciplinary action, up to and including the
termination of employment or association with Best Buy and the imposition of civil penalties and
criminal penalties under applicable federal and state law, as well as professional disciplinary
action as appropriate.
I understand that this obligation will survive the termination of my employment or end of
my association with Best Buy, regardless of the reason for such termination.
I understand that the term “Best Buy” as used herein refers to Best Buy Co., Inc. and all
of its direct and indirect subsidiaries.
Dated:
Signature
HIPAA confidentiality agreement.doc Page 1 of 1

AGENT INVENTORY LIST

PRE-LICENSE PLATING (MINNEAPOLIS AGENTS ONLY)
QTY SKU DESCRIPTION NOTES

Hardware
1 4732409 Floppy drive - Belkin Until 4/25
1 6307356 Floppy drive Replace after 4/25
1 5168855 8 0 G B H D - M a xt o r
1 4630572 40GB HD - Maxtor
1 5958859 256MB PC 2700 DIMM - Kingston
1 4089658 128MB PC 133 DIMM - K-Byte
1 4463896 56K v92 Modem - Creative Labs
1 5318925 Power Supply - Antec 400W
2 4838938 Wireless Optical Keyboard and Mouse - Microsoft Bluetooth
2 5753044 128 MB USB Key Drive - SanDisk
2 5688865 USB Cable - Dynex
1 4019902 Surge Protectors - CyberPower
1 4777101 UPS - CyberPower
Networking
2 5250792 W i r e l e s s G N o te b o o k C a r d - L i n k s y s
2 5333445 Wireless G Desktop Card - Linksys
2 5250774 Wireless G Router - Linksys
2 5311842 Wireless USB Card - Linksys
2 4015770 10/100 NIC
2 3195642 14’ Patch Cable - Belkin
2 4117306 7’ Patch Cable - Belkin
2 4117299 Wireless Signal Boosters - Linksys
Software
2 4272361 Microsoft XP Home Edition Upgrade
2 4272343 Microsoft XP Pro Edition Upgrade
2 6047538 O f f i c e S t a n d a r d f o r S t u d e n t s a n d Te a c h e r s
10 5973958 Norton A/V 2004 TB
10 6302912 Spysweeper
PRE-LICENSE PLATING (ALL NON-MINNEAPOLIS AGENTS ONLY)

QTY SKU DESCRIPTION
Software
2 4272361 Microsoft XP Home Edition Upgrade
10 5973958 Norton A/V 2004 TB
10 6302912 Spysweeper

AGENT INVENTORY LIST

POST-LICENSE PLATING
QTY SKU DESCRIPTION NOTES
Hardware
1 Floppy drive
1 80GB HD
1 Internal CD-RW Drive
1 256MB PC 2100 DIMM
1 128MB PC 133 DIMM
1 56K v92 Modem
1 Power Supply
2 Wireless Optical Keyboard and Mouse
2 128 MB USB Key Drive
2 USB Cable
2 Surge Protectors
Networking
2 Wireless G Notebook Card
2 Wireless G Desktop Card
2 W i r e l e s s G R o u te r
2 Wireless USB Card
1 Wireless G Game Adapter
2 10/100 NIC
1 25’ Patch Cable
2 14’ Patch Cable
2 7’ Patch Cable
2 Wireless Signal Boosters
2 Wireless Optical Mouse
Software
2 M i c r o s o f t X P H om e E d i t i o n U p g r a d e
2 O f f i c e S t a n d a r d f o r S t u d e n t s a n d Te a c h e r s
2 Office XP Standard
10 Norton A/V 2004 TB
10 Spysweeper
1 Microsoft XP Pro Upgrade
2 Microsoft XP Pro Full
2 M i c r o s o f t X P H om e F u l l
Adaptive Sku List

1 120GB HD
1 DVD Drive
1 512 PC 2100 Memory
1 Vi d e o C a r d
1 Sound Card

TIME IN: INVOICE#:
TIME OUT:
TERMS:
CUSTOMER P.O.#: CUSTOMER ID#:
CPU TYPE: NETWORK TYPE: INVOICE DATE:
QUANTITY CODE DESCRIPTION PRICE AMOUNT TAX
OPERATING SYSTEM: XP 2000 ME 98 95 SUB TOTAL:
SALES TAX:
ANTI VIRUS SOFTWARE: YES NO
TOTAL DUE:
FIRE WALL: YES NO
AMOUNT PAID:
MEMORY: 512M 1GB 1.5GB 2GB
BALANCE DUE:
SPY WARE CHECK: YES NO #FILES FOUND: REMOVAL: YES NO DATE PAID:
HARD DRIVE: TOTAL CAPACITY: SPACE REMAINING: CHECK NUMBER:
SUGGESTIONS/NOTES/
SIGNATURE:
ADDITIONAL COMMENTS:
EXPIRATION DATE:
AUTHORIZATION CODE:
R COM
PUTER SUPPORT TA
SK F
(ADDITIONAL INFO ON BACK) (INVOICES GREATER THAN $500 MUST BE PHONED IN FOR AUTHORIZATION)
HOU OR
24 CE
Serving the Public, Policing Technology and Protecting the World.

1213 Washington Avenue North • Minneapolis, MN 55401-1036 • Tel: 612-343-GEEK • Fax: 208-248-9840 • Toll Free: 1-800-GEEK-SQUAD
1.800.G
EEK.SQUAD
601-515098
TER SUPPORT T
UR COMPU ASK
HO FOR
24 CE
1.800.G
EEK.SQUAD
THE GEEK SQUAD GUARANTEE

Here’s the deal. You are the customer. If it weren’t for you, the Geek Squad wouldn’t be
in business. If, for any reason, you aren’t completely satisfied with the service you’ve
received, please call us. We’ll remedy the problem, free of charge.
Questions? Comments? Call 612-343-GEEK or Toll Free 1-800-GEEK SQUAD

24 hours a day • 7 days a week
or email us: info@geeksquad.com
NOTES:

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EYES ONLY COMMUNIQUÉ

DOUBLE AGENT HANDBOOK

4. Red Flags & Closing

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1.1 - THE GEEK SQUAD WAY

• Strong customer service: being able to explain something complicated/specific/

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1.2 - A DAY IN THE LIFE OF AN AGENT

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1.3 - USEFUL PHRASES

FIRST TIME CLIENTS

Q: “My computer is totally screwed up”

Q: “Where are you located?”

OTHER USEFUL PHRASES

Q: “Do you fix computers?”

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Double Agent Uniform Specifications

Shoes: Bates Lites - Must be black

Belt: Black belt with silver buckle

Pants: Black plain front, no pleats

Geek Squad Jacket

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2.2 - MOBILE PHONE POLICY

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2.3 - GEEKMOBILE ™ POLICY AND PROCEDURES

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2.4 - FLEET MANAGER

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2.5 - GEEKMOBILE INVENTORY PROCESS (pre-license plating AOP)

ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED GEEKMOBILE

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GEEKMOBILE INVENTORY PR OCESS (post-license plating)

ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED

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2.6 - ADDITIONAL TOOLS

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2.7 - DOUBLE AGENT TIME SHEET PROCESS

Start time and logging of hours:

Ending time and logging of hours:

Rest Period and Meal Period:

This policy varies from state by state.

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S TAT E S TAT E R E Q U I R E M E N T DOUBLE AGENT TRAINING MESSAGE

CALIFORNIA OVERTIME: must be paid a t o n e a n d

CALIFORNIA Employees will be traine d t h a t t h e y m u s t

CALIFORNIA UNIFORMS: Uniform char g e s a r e Does not need to be mentioned in training

MINNESOTA UNIFORMS: Uniform cha r g e s a r e Does not need to be mentioned in training

KANSAS No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

WISCONSIN No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

ARIZONA No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

OHIO No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

MICHIGAN No state specific require m e n t s r e g a r d i n g Follow standard Best Buy Policies

CONNETICUT UNIFORMS: Uniform Cha r g e s a r e Does not need to be mentioned in training

UNIFORMS: Uniform Cha r g e s a r e Does not need to be mentioned in training

BURN OR EAT THIS DOCUMENT AFTER READING

ARIZONA NO state specific requir e m e n t s r e g a r d i n g Does not need to be mentioned in training

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How you are paid:

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2.9 - PASSWORD POLICY

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2.10 - SOFTWARE POLICY