Hiya!
I too actually work at BBY and Geek Squad and tho the video was not wrong as a whole some stuff needs correction.
Yes some tools out there can help us do more and somethings better, but the problems are licenses, we are a company so to use a software we require corporate license and sometime they are too expensive or the powers that be deems the expanse is not worth it or whatever.
And also Bestbuy in Canada and Bestbuy in the US are not the same, very similar but some businesses deals are different and the fact that we operates on 2 different countries that have different laws and regulation and all...
MRI is a great tool but only a dumb ass don't double, triple check is work after MRI is done and there is much to do even after your done with MRI you don't just give back the pc like that. I swear, if you do that you don't deserve to work a Geek Squad!!
EDIT: Oh and i too would NOT have remove ICUE, i use it on my own PC at home with no issue, i don't understand the hate for it, same for Synapse, all works well for me. The tech who worked on the pc saw that it was a Corsair machine, why remove the software that controls all corsair hardware in it?