So, we took computers to local repair shops to test the techs. But, as you're about to see in a hidden camera investigation, there was something they didn't know.

Since computers can be so complicated, we'll keep this story really simple. We brought our computers to five local repair shops to see if they could diagnose the problem correctly.

What they didn't know is that we asked UNLV systems administrator John Kowalski to help us by creating a small, easy to diagnose, and easy to fix problem.

The hard drive that stores all your files is connected to the computer's main circuit board by a cable called the IDE. All John did was wiggle that cable loose, so it wasn't connected all the way. To fix it a tech would just need to push the cable back in.

Jim: Now John, based on what you've done there, if I go into a repair shop and they tell me right away you need a new hard drive, what's going on there?

John: Then they're trying to sell you a hard drive when you don't need one.

And that's just what happened.

Michelle (Saving You Money producer): So what happened do you think?

Computer tech: The hard drive just went bad

And we heard that more than once. In fact, of the five shops we tested only one of them told us what our expert said they should.

Sin City PC tech: "Loose IDE cable for hard disk. Fixed.

Sin City PC on south Decatur got it right. They charged us $36. Problem solved.

However, Friendly Computers on west Cheyenne didn't mention the IDE cable.

Friendly tech: They changed the BIOS settings and ran updates.

But they fixed our computer for their $68 minimum charge.

The tech at R.J. Computer Systems on east Charleston promised to diagnose it for free and then give us an estimate.

R.J. tech: Whatever's the problem with it, I'll let you know the honest problem.

When we went back it was up and running. He wouldn't say exactly how he fixed it.

R.J. tech: I used my, ya know, software. My skills to make it alive.

And he wanted $75. We told him no thanks, we'd just take the computer back. So he formatted the hard drive, erasing everything on it.

At The Computer Store on West Sahara, they told us our hard drive was shot and wanted $148 to install a new one.

So we wanted to know how they reached that conclusion.  

Jim: Jim Snyder from Channel 3. Trying to figure out why you're trying to sell this woman a hard drive she really doesn't need.

The Computer Store tech: The hard drive is dead. She does need a hard drive.

Jim: Let me tell you what you don't know. We took this computer to the lab at UNLV. We had an expert and all he did was pull out the IDE cable a little bit from the hard drive. That's all that was wrong with the hard drive. Other than that it was perfectly fine.

The Computer Store tech: I can prove to you. I'll put it back right now. This is bad.

Jim: Would your technicians be trained to check the cables first?

The Computer Store tech: Uh, yeah.

Once we got our computer hooked up to a monitor and pushed in the IDE cable, the was problem solved.

Jim: So all he did was plug in that IDE cable and it works fine. You said that should have been your tech's first step.

The Computer Store tech: That's correct.  

Jim: Do you think we are dealing with incompetence or dishonesty?

The Computer Store tech: Let's say it's not necessarily dishonesty.

Jim: Well, you do understand how it looks dishonest.

The Computer Store tech: Yes, I understand. It didn't look good. But it's not dishonest. It's just misdiagnostic. That's all.

And it's not just the smaller shops that can get it wrong.

Geek Squad tech: It has a bad hard drive, so in order to replace the hard drive, you'd have to buy a hard drive.

The Geek Squad at Best Buy on Maryland Parkway told us it would cost about $270 to install a new hard drive and get the computer running again.

And she points out, for that kind of money...

Geek Squad tech: You may want to buy a new one instead. Because $270... probably with $400 you can probably buy yourself an okay computer.

Michelle: How much?

Geek Squad tech: About $400, $500... I'm not sure. I can maybe ask him (sales person) and he can help you choose computers that are on sale.

We said we'd think about it and come back. And when we showed up later to ask some questions, another tech said the hard drive wasn't the problem.

Geek Squad tech number 2: Being that the hard drive and everything passed, that's what's kind of baffling me.

We told him we were baffled too since just a few hours earlier they said the hard drive needed to be replaced.

Geek Squad tech number 2: Really? Because it doesn't say anything about that in the notes.

Two different stories from the same store in one afternoon. Doesn't instill a lot of confidence.

Geek Squad tech number 2: See, this is my biggest pet peeve - that they're not taking notes. And how am I supposed to know what's going on if nobody's taking notes?

And how are customers supposed to know if they're being charged for things they don't need?

Jim: So what do you figure is the explanation?

Geek Squad tech number 2: To be honest with you, I couldn't even give you an answer to that.

We took the computer back to our expert at UNLV and it checked out just fine.

Best Buy responded with an official statement:

Our agent drew a conclusion about the likely cause of the problem based on past experience and before the full diagnostic test was complete. This was our fault and we accept full responsibility. That's why we have a service guarantee to ensure customer satisfaction.

It's great to have a service guarantee, but how can you keep from paying too much in the first place? Your best bet is to shop around, get an estimate over the phone, and don't authorize any repairs until you get an estimate. Also, get a second opinion if it sounds unreasonable.  

THE SAVING YOU MONEY TEAM'S TOP 10 COMPUTER REPAIR TIPS:

1. Ask family, friends and your company's IT department if they have a shop they can recommend.
2. Call several shops and ask them about their diagnostic and repair fees. Find out how long the average repairs take. Make sure they guarantee their work
3. Check with the local Better Business Bureau to make sure the shop is in good standing.
4. Before you bring in your computer, back up your data and delete any sensitive information.  
5. Take in only the parts the repair shop specifies.
6. Don't tell the shop to just fix it. You should authorize only a specific repair or diagnosis.
7. Get an estimate of what repairs will cost. Also get an estimate on when you can expect to get the computer back. Get all guarantees in writing.
8. If the costs seem major or expensive, get a second estimate.
9. When you pick up the repaired computer, make sure you get a receipt or invoice, preferably itemized.
10. Ask them to give you back the original parts.  

THE SHOPS THAT DID BEST IN OUR HIDDEN CAMERA INVESTIGATION:

Sin City PC

5255 South Decatur Blvd. #116

Las Vegas

 www.sincitypc.com

(702) 253-9133