Best Buy & Geek Squad Policies

[Justin-BBY Community Connector]

Hello A1MHIGH-

This definitely sounds like you have been down a tough road with your Sony Vaio laptop.  Looking through your description of the events, it certainly sounds as if this was an accident, and I'll do what I can to get this situation remedied. 

I don't blame you for venting your aggravations about the matter.  If you received anything but professionalism from our Novi, MI store location, then I deeply apologize for the inconvenience.  Though I was not there during these interactions you had, it seems that you may have received some misinformation and there also may have been some miscommunication which adds to the confusion. 

I must emphasize that it is our service center technician's responsibility to determine whether damages on your Sony laptop would be covered under your plan.  Even if your laptop fell of a carseat, the damages that resulted from that accident may not be consistent with normal, everday use, and therefore, they denied repairing your laptop without additional costs.  

That being said, I would like to personally get involved and see what's going on, so I'll send you a private message.  To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner.  If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.

Sincerely,

[Mbrguy Trusted Contributor]

---

A1MHIGH wrote:

I did not sign anything stating about a balcony... it was in the notes... 

---

If the Service Order had under Symptoms that the unit fell from a balcony, and you signed that Service Order, then you may be out of luck.  As was stated earlier, the Service Order which is the repair release, is a legal document and if what was written on it was not what had happened, you never should have signed the repair release.

[mjg2hvn]

OK.  I am thoroughly confused.  A1MHIGH said that he bought the accidental coverage; so why would the warranty applicability depend on normal, everyday use damages.  I do not understand the Best Buy warranties.

[CrystalWoW Valued Expert]

The protection plans list out things that are not covered as they are not part of normal every day usage such as getting run over, falls from extreme heights, full water submersion and that kind of thing. Catastrophic damage usually can't occur from such a low height and the op signed the document to send it out with the notes saying it had fallen from an extreme height. Also, the damage must not have looked consistent with a small fall which would lead to it getting declined.