Be Careful Who You Let Service Your Computer

In an article I read recently titled “Exposed: the PC repair shops that rifle through your photos and passwords“, I do not want to say I was surprised (as very little surprises me), but I was disturbed by their findings:

[After repairing the machine, the technician] then begins browsing through our hard drive. A folder marked ‘Private’ is opened and he flicks through our researcher’s holiday photographs, including intimate snaps of her wearing a bikini. He stares at picture after picture, stopping only to show them to colleagues.
[...]
After more snooping, he logs off. But a few hours later, another technician boots our machine. He also begins searching our hard drive until he finds log-in details for our Facebook and Hotmail accounts. With a cackle he removes a memory stick from around his neck, plugs it in and then copies them across.

Wow. Not really much else to add here.

Of course, this does not apply to all PC repair shops, but these types of things do happen. Much like lawyers, mechanics, and doctors have a stereotype of overcharging / ripping people off, PC repair may be in danger of being labeled the same way.

I know a lot of readers do PC repair work, so I am curious what you think about this.

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jean MBADI
Very informative, what you’ve said not only shows how we PC technicians are in breach of data protection act but when caught we can end up in custody or locked up. Good tip Jason
http://mywindowspc.com/techspot/ Rob
I work on PC’s and I an appalled at the idea that some one would do this. It is a breach of privacy. The techs may as well have gone into the clients homes without permission.
I do different jobs, but at one company that I work for, it is part of my job to throughly examine every thing that is on the computers.
Mark
I repair PC’s for friends and family and I was disgusted with what I saw on the video. Is there nothing sacred anymore? Is there no honor and respect left out there? I would never think about snooping in other people’s computers when I have it. That brings us to a new low. Soon PC repair will be lower than a used car salesperson.
http://- Sarah Day
I fix my own comps, I am a novice. If I can’t fix it, I strip it of usable bits and get a new one. Is that crazy? I dont want some stranger going thru my private stuff, business records, passwords etc. Its worth more to me than the outlay of a new machine.
http://www.techronos.com Justin
I agree. Searching through someone’s PC is terrible. Unfortunately, unless you have a brother, sister, cousin, friend who knows how to fix computers, you have limited options.
Wami
I can see this happening. There are so many fly by night places out there that I didnt trust, so I started my own home based company. I have seen everything from the “Big Shot Geeks” telling some poor woman, ohh you have a virus and your computer is to old. You need to purchase this new one and you will be all set. I get so mad! I hand out my cards to those that are treated unfair by these BIG SHOT GEEKS. These people think that they have you by the you know whats and if your not smart, they will take you for everything and then go through your stuff. Unreal
http://kkomp.com Sharron Field
That is utterly atrocious! I knew there were a few who did that sort of thing but the problem appears to have become widespread. Note that this was all in the UK: My cynicism about the ethicality of British businesses appears justified. There’s simply no excuse for it, and I hope that those concerned feel the full force of the law.
UK customers can be just as shifty though: I recently did a software repair for an existing customer that I had come to trust: He paid a deposit, and I allowed him time to get the rest of the money together after returning the computer. When I asked for the balance he claimed that the computer had jammed up with a “cookie error” (WTF!?) so he’d taken it to another repair shop who’d charged him £50 to put it right; therefore he wasn’t paying me. LIAR. – I don’t care though: When his machine breaks down again after he’s filled the hard drive with viruses, spyware, pirated software, and rejoined the 2 botnets he was on; and then comes crying to me again asking me to put it right, I’ll tell him where to stick it unless he pays me up front plus the money he already owes.
What you’re seeing in that video and reading is what the UK is becoming: A den of crooks; all out for what they can get and to make a fast buck but someone else can pay the bill. This is the result of the social experiments of the 1970s and 80s: A totally dysfunctional society of criminally-motivated thugs. God save the Queen!
John
Ten years ago I worked for a local PC – Networking company in this area. For various reasons, including this one, I stayed only six months. The repair techs regularly scanned customers hard drives, copying interesting files, etc. The managers didn’t seem to know or to mind. Oh well, six months was not that long. And the next job was great (and much longer).
http://mind-body-spirit-central.com marc
As computer tech and privacy advocate, I would never presume to look at a client’s files. There are times when I may see titles of files — that can be unavoidable — but I would never go into anyone’s personal data.
Not too long ago a friend gave his computer to someone he thought was a friend, also a computer tech, for repairs. Yet another friend told me later that the tech had “found” porn on his machine. This friend voiced her disapproval of the porn, but saw nothing wrong with the tech going through his files. I found it outrageous that he was condemned (boys will, after all, be boys), with no condemnation whatsoever for the tech who a) invaded his privacy and b) had the poor taste to tell others what she had found.
No one but law enforcement has a right to go through people’s personal “stuff”, and then only with a warrant. Any computer tech who does such a thing should, in my opinion, be prosecuted.
Craig
Do unto others as you would have others do unto you. I value my customers privacy as much as my own. It just doesn’t make sense to jeopardize repeat business or all business in general (if word gets around you’re a snooper).
Matthew Henson
I am also run a tech repair business and these situations are usually the product of young techs with little experience / proper training and poor management. That is the main reason I would NEVER recommend someone take a computer to one of the major appliance / computer places. My whole business is built on trust, I have many long time customers that know the work I do is straight forward and as a result most of my new customers are referrals. Smart IT people will always work this way. Big box stores will almost always have high employee turnover and lack consistency in training and supervision.
David
I wouldn’t mind betting that this sort of thing is rife. Although I consider myself an experienced trouble-shoooter and do all my own PC faults, all my stuff is encrypted. The trouble is that the average user wouldn’t have a clue how to go about it (they would probably think it’s too much trouble anyway) and it’s too late when the machine has gone wrong and they need “expert” attention.
Holmes
It is very obvious. Naming a folder “Private” would invite any casual on-looker.
Sometimes, I happen sit with my colleague on his PC to discuss and resolve a technical issue as part of our Technical Support role in my office.
Invariably I’ve noticed that every colleague has a folder that is named after him, and, you guessed, all his personal data in it.
Among all other techniques like encrypting, basic thing is: I don’t name folders with intriguing names such as Personal / Private etc.
I name then with some business-like, long and boring so that such casual onlookers will not pay attention.
Ragidyman
I had my identity stolen, four attempts were made against my online banking accounts and although I cannot prove that it came from the shop that serviced my pc I am now of the mind that I need to fix myself or destroy the broken parts. Shame as I am sure there are decent techs out there that are appalled by the acts of the few however once bitten twice shy is unfortunatly my motto.