You are shitting us right? Nobody is that incompetent.
We were all at a loss for words. On a related note, we've had SEVERAL pc techs over the years that were ex-best buy techs. We hired the ones that honestly knew what they were doing, after they'd gotten sick of having their hands tied, wrapped in duct tape, and coated with epoxy when trying to actually work on a machine in the store.
The basic rule they have, and by "rule" I mean "do this and we will fire you on the spot", was "if the GeekSquad CD doesn't fix the problem, tell the customer we have to ship it to our service center for $$$ to fix the problem." Techs that went outside these bounds, or god forbid, used their own tool (like malwarebytes) would be fired. See, it's all about the money. Good techs can't tolerate being told to NOT fix something when they know how to fix it and have the tool on their flash drive to do it.
It frustrates them to no end, and they find work elsewhere. And that's why Best Buy has idiots for techs, they insist on it. There's a youtube video of a tv channel unplugging an IDE cable on a new computer and taking it to various repair shops to look at. Most of them told the undercover crew they needed a new hard drive or power supply and quoted big money to fix it. Just one hole-in-the-wall shop said "this cable was unplugged, here it's fixed now, no charge for something silly like that!" The tech at best buy may have even seen the unplugged cable, but wasn't allowed to report that as the problem nor fix it. Corporate policy.
I was proud to work at a popular repair shop in my town where we focused ourselves on customer loyalty rather than milking the illiterate. Honest service all the time lightly salted with free service like the cable above gets you loyal return customers and excellent word-of-mouth. (good thing too, they rarely advertised, we got new customers all the time saying they had no idea we existed before today) Many of our loyal and returning customers were ex-best-buy customers that had been burned a time or two before either looking elsewhere or getting a referral to try us instead. Though TBH, if we had advertised much more we would have had to turn people down, we were just a 7-person shop.
To witness the disgusting state of compute repair in many towns, google for: computer repair undercover