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InvisibleAhronZombi
AhronZombi

Registered: 04/06/04
Posts: 1,265
Best Buy Horror Story : Be Warned
    #7608165 - 11/07/07 06:06 PM (16 years, 2 months ago)

http://tcotu.blogspot.com/2007/11/best-buy-using-in-store-warrantys-as.html

On the 31 I had decided to take my laptop in under my 3 year in store warranty as it had a manufacturing material defect in the plastic and had started to crack and break in 3 areas; the top latch above the monitor had cracked and no longer functioned properly, the plastics next to the mouse pad had become warped and started to crack, and the plastic on the bottom side of the laptop had also began to crack in a number of places. Before I took the laptop in I read my whole warranty and verified that these defects would be covered as I had never taken apart this laptop, spilled anything on it or dropped it.
When I arrived at best buy I got in line at the computer repair area near the front and presented my problem to the technician. He told me this should definitely be covered but it would have to be shipped off for a couple of weeks for the Casing to be repaired. I was fine with this as I’m a frequent customer of Best Buy and refer my own clients too them from my PC repair service, when they need to buy a computer or part. I was sure Best Buy would handle this in a professional manner and return my laptop to me fix in 2 weeks or less.
On the 5th I received a call from a Best Buy technician who informed me too my supersize that my laptop had had parts removed from it before I brought it in and therefore could not be covered under the warranty. I let the technician know I had never taken any parts out of this machine or disassembled it. The Technician told me that He was unable to let me speak to a manager at the moment but he would and would call me back afterwards. About an hour or more later I received a call back from best buy, The technician told me he had spoken with a manager and that nothing could be done to help me because the liquid spilled on the keyboard had voided my in store warranty. When I told the technician that nothing was mentioned about liquid before he denied ever telling me parts had been removed and in a sad attempt and a repair bait and switch offered to repair my computer for over 600 dollars. This was very bad, and not what I would expect from a store I had no problems with for many years. So I asked to speak to the manager. I was told that on Monday there is no manager in the store and I would have too wait till the next day for the manager too call me back, but the technician made it clean the manager would not care whether I was a valued customer, no matter what I was not going to be helped.

Since I had given my name and number and was promised a call the next day I waited at home all day for this call and no one ever called me too my disappointment. So I waited till the 7th and called too speak to a manager, after being forced to tell my story before I could speak to a manager I was told one was not available and even when I did talk to them that this issue was out of their hands and they would not help me when they could call me at 11AM . I once again left my name and number but was never called till late that night
When I got a call late at night it still wasn’t a manager but another technician that told me the problem wasn’t liquid on the keyboard but liquid on the hard driver. I informed her when I turned in the laptop this was not a problem and it had too have happened after I gave it to them whether it be at their store, during, or after shipping but I should not be held responsible.
Later that night I called back and finally spoke with the store manager Chris. I gave him the full story. I was very happy when he told me his only option would be to swap out my laptop for an undamaged one after I asked him if he could be flexible with a valued customer that has allot of influence on who shops at his store. But then he said even though he had that flexibility and could do that for me if he wanted too, he was not going to do this for me. I then informed him I would have to escalate this to the corp. manager and he danced around it and would not give me the number too contact them. Then I told him I didn’t want to be rude but my only option was too contact the BBB and he said that would do me no good in this situation, so I let him know I would then have the option to contact others interested in consumer protections such as the KY district attorney. He made it clear to me that even though he was a store manager at Best Buy he had no idea what consumer protections meant or what a District Attorney even was.

I really don’t want too seem rude but my laptop was only used for normal usage was never taken apart and was never dropped, So I feel I am entitled too a repair of these defects under my warranty and am only taking this too the BBB because Best Buy has given me no other option and I need my laptop back and in good condition, not damaged as it seems to have become in the stores of best buy and geek squad. If this can’t be resolved many will be informed of this same detailed story.


Feel Free to call my local best buy at 859-272-0024 or email them in this form http://www.bestbuy.com/site/olspage.jsp?type=page&id=cat12104 If you think I have been wronged and you will no longer shop at BestBuy because of my story.

Thank you all for reading, sorry for grammar or spelling as im not much of a writer

http://tcotu.blogspot.com/2007/11/best-buy-using-in-store-warrantys-as.html


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Invisibledemiu5
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Registered: 08/18/05
Posts: 43,948
Loc: the popcorn stadium Flag
Re: Best Buy Horror Story : Be Warned [Re: AhronZombi]
    #7608313 - 11/07/07 06:48 PM (16 years, 2 months ago)

my mom and I had this happen back in 2003. the usb port of my digital camera came out with the cord one evening and wouldn't go back in. Took it to best buy the next day, they said they would fix it. Next day, they call back saying it seems 'excessive force' was used when pulling the cord out and it was not covered under their policy. Well, we took it to the other stores in town and none would repair it. Month or two later we went on a mini-vacation to GA and the man listened to our story, told us that was not acceptable the way we were treated and lied to, and gave us a brand new camera on the spot, no other questions asked.

It took us going to a best buy out of state for it to be replaced


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channel your inner Larry David


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Invisiblejohnm214
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Registered: 05/31/07
Posts: 17,582
Loc: Americas
Re: Best Buy Horror Story : Be Warned [Re: demiu5]
    #7609246 - 11/07/07 10:47 PM (16 years, 2 months ago)

How the hell do you use excessive force to pull a usb port?  What's it take, like half a pound  to pull the plug?

But I really didn't need to read this to know not to buy from best buy.


Quote:

I received a call from a Best Buy technician who informed me too my supersize that my that my laptop ...




:rofl2:


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OfflineMycoThrill
MycoFreak!
Male


Registered: 04/13/07
Posts: 243
Last seen: 13 years, 6 months
Re: Best Buy Horror Story : Be Warned [Re: AhronZombi]
    #7618602 - 11/10/07 12:40 PM (16 years, 2 months ago)

Let me help ya out...I'm an agent at one of the Geek Squad precincts. This is not something that agents have been known for doing, so it could have just been a single agent's fault. There's been a lot of things happening where people love to blame the whole company based on one individual's actions. We don't care about sending something off under your service plan because we don't pay anything, in fact our insurance company covers us under this so they would have no reason to void your warranty. Regardless, they cannot replace/repair parts in ANY store for laptops, it does have to be sent off, let them know that. For the love of pudding please stop judging a HUGE group of people based on a few other's actions, it's unethical.


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"The world is a book, and those who do not travel read only one page." ---St. Augustine


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OfflineLegoulash
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Registered: 09/07/02
Posts: 4,347
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Re: Best Buy Horror Story : Be Warned [Re: MycoThrill]
    #7620808 - 11/11/07 12:35 AM (16 years, 2 months ago)

Future shop did a similar thing to a foaf, when they wouldnt fix his laptop or give his broken one back he went to his car got his wire cutters and promptly took a display model. the workers were stunned cunts to begin with so that was that. Tho of course itd be wrong to condone such behavior


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OfflineNewbieS
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Registered: 07/18/04
Posts: 24,710
Loc: SoCal Flag
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Re: Best Buy Horror Story : Be Warned [Re: MycoThrill]
    #7621689 - 11/11/07 11:28 AM (16 years, 2 months ago)

Yeah I work there too and it's all in the fine print (which none of us read). If you bring in a digital camera that say, has no display. The technician finds a dent in the camera that happened on day 1 but never affected the operation. The fact that that dent is in there voids the warranty.


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OfflineRogerRabbitV
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Registered: 03/26/03
Posts: 42,214
Loc: Seattle
Last seen: 11 months, 3 days
Re: Best Buy Horror Story : Be Warned [Re: Newbie]
    #7622979 - 11/11/07 06:17 PM (16 years, 2 months ago)

I've also had very bad service from Best Buy. The last time, after a similar experience to that described here, I simply filed for the original cost of the computer at small claims court, and served them with the papers by certified mail. Within three days, the manager called and asked me to come in and pick up a brand new unit. It's a shame that's what it took.
RR


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Download Let's Grow Mushrooms



semper in excretia sumus solim profundum variat

"I've never had a failed experiment.  I've only discovered 10,000 methods which do not work."
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InvisibleIcelander
The Minstrel in the Gallery
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Registered: 03/15/05
Posts: 95,368
Loc: underbelly
Re: Best Buy Horror Story : Be Warned [Re: RogerRabbit]
    #7639713 - 11/15/07 01:09 PM (16 years, 2 months ago)

That's a great idea.:thumbup:


--------------------
"Don't believe everything you think". -Anom.

" All that lives was born to die"-Anom.

With much wisdom comes much sorrow,
The more knowledge, the more grief.
Ecclesiastes circa 350 BC


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