Best Buy & Geek Squad Policies

[dresb123]

I have an HP laptop that I purchased in '07. It's still under warranty, and I have it in the shop 6 times. HP still hasn't "junked it out". I called the customer service phone number and they all agree that what has happened is not right. I should have been junked out after the 3rd time in the shop (it's always been the same issue, the motherboard). I made several request to have it "junked out", to no avail. Each time HP has sent it back, supposedly repaired. Each time, it breaks again. When I ask Best Buy and/or the Geek Squad what they can do, each time they tell me that there is nothing they can do. It's all up to HP. Shame on them. They should have stepped in a long time ago. It is their responsibility to make sure the customer is satisfied. A lot of friends and family rely on my feedback with respects to technology, (what to buy, where, when, etc). I now tell all of my customers, friends and family to NEVER EVER buy any important electronics from Best Buy. They don't care about the customer, and have no problem passing the buck when it comes to repairs/replacement. If you are doing research, with respects to buying a computer, or any other important electronic device, DO NOT PURCHASE ANYTHING FROM BEST BUY!!!!! EVER!!!!!!! My next recourse is to emai the San Jose Mercury News. I will do this Monday. I've been waiting 7 days already to have some jackoff at HP officially "junk it out". HP is ruining your business Best Buy. Oh yeah, I forgot; you don't care.

[Starflyer59]

So, it's HP's fault and now your blaming BB and telling everyone you know not to shop at BB because of HP. Sounds kind of silly to me. Do you really hold that much power over everyone that they would stop shopping at a retailer just because YOU tell them to stop.

On a side note. I hear different feedback from different people about HP tech support. My co-worker bought a really nice 17" HP laptop and he had problems with it. HP fixed it once and he still had problems, the next time HP sent him a brand new laptop and upgraded the videocard and threw in a Blu-ray drive. He ended up having problems with that one also and HP send him another new laptop and they upgraded the memory, gave him a larger hard drive, a better videocard and the blu-ray drive all for free.

I think it really comes down to how you sweet talk the tech support. Of course they will not help you if you are calling them "jackoffs" and being angry.

My co-worker got 3 new laptops (and free upgrades) by being super nice, talking the techie lingo and just making friendly conversation with HP tech support.

[dresb123]

First, allow me to state that if in fact I hadn't purchased the extended warranty, I feel my complaints would be baseless. However, I purchased the extended service plan (I have documentation to prove this), in the event the computer failed. It did. Several times, six to be exact (I also have documentation to prove this as well).  As I stated before, I have called Best Buy numerous times, as well as the "complaint department", and each time (after the third repair), the service rep openly expressed how shocked she was that this problem hasn't been remedied. The young lady even went as far as to say that "this was ridiculous, and I should have had it replaced after the third repair". I agreed. When I purchased the computer, I was told that after the third "fail", I would get a replacement (as long as it was still under warranty). Fair enough. What they didn't tell me, was that it's ultimately up to the repair center to decide whether the unit will be replaced or just fixed. During this whole process, I was also told that it had to be the same problem in order to warrant a replacement. Each and every time it has been the same problem: the motherboard. Their documents state this, as well as mine. This would've been good to know. I am angry at Best Buy, because they just stood back and watched this whole thing go down. Granted, everyone has been very nice, but nice doesn't allow me to do my work on my computer. I resent the suggestion that I should've been really nice to everyone (which I have, by the way. In fact, I feel like a real schmuck for not being more obnoxious, but that's not my style), in order to get my computer replaced. Isn't that why I paid an extra couple of hundred for the "extended warranty"? I've never raised my voice, or used any foul language (except in my first blog here), towards anyone associated with Best Buy or the complaint department. All I am asking, is for the "extended warranty" to do what it is supposed to do. That's all. I don't want any free upgrades, or special treatment. Nor do am I asking for free-bees, etc. Yes, it's true, people do really depend on my opinion for electronic products and the service associated with them. Some are of greater age, and others don't care about electronics like I do, and look to me for advice. They need something, they come to me. While I'm just one little consumer, with one little complaint, I know a lot of people and they know a lot of people. If Best Buy doesn't care about the consumer, just be upfront about it, so we know what to expect. In all fairness to Best Buy, I've never had a problem with them before this computer, and allow me to reiterate the fact that everyone that I've dealt with, has been really nice, but in the end, there are plenty of other places to shop. That's all I'm saying. Thank you for your time. Oh, and one more thing, if you don't want to know what people really think, take this forum down.

[dresb123]

Nokia,

     I'm assuming that you work for Best Buy, because you said "OUR No Lemon policy". I appreciate your statement, unfortunately it's all I've heard. Everyone is "shocked" that things have gone on as long as they have, but no one will do anything about it. So far, it's all lip service. It's now Sunday, (a week and two days since I dropped off my computer), and so far the online status shows that is has "arrived" at the repair center, and that an agent will be assigned to my case. To be honest, I don't expect to hear from them any time soon. Sorry, just what I've come to expect from Best Buy. By the way, during one of my "repairs", I even had to purchase a loaner, because I have been without my computer for a combined total of 23 weeks (or a little over 5 1/2 months). I've learned my lesson, and everyone that has access to my Facebook page, has learned too. Oddly, I'm glad this happened to me, and not someone that I sent to your store. I would feel like a real jerk. Um....kinda like I do now. Life's chalked full of lessons, some are just more expensive than others (this being one of them).Tomorrow I will see if the Action Line at the Mercury News can make things happen. Wish me luck...

[Elizabeth-BBY Community Supervisor]

Hi dresb123,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and see how he can be of assistance.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[Aaron-BBY Community Connector]

Hey dresb123,

I can imagine how frustrated you must feel to be facing motherboard repairs, especially if that part has been replaced several times in the past. Like you, I would expect a replacement motherboard to last a number of years before follow-up repairs would be necessary and would be equally disappointed in a similar situation.

Now, you are correct in understanding that your Performance Service Plan (PSP) coverage does guarantee a replacement once three qualifying hardware repairs have been performed and a fourth qualifying hardware failure has been confirmed. Please bear in mind, however, that identical follow-up repairs that are addressed under our 30-day service guarantee do not count towards our No Lemon policy. Additionally, software and optimization services, routine cleanings, and no fault found diagnostics do not count as qualifying repairs.

I would like to provide you some additional information, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.

[dresb123 · Accepted solution]

To whom it may concern,

    As I write this, it is Wednesday, May 20, 2009. I have just received my replacement two days ago. I would like to take a moment to tell you that my most recent experience at your store was wonderful. A gentleman by the name of Amir (please excuse any misspelling), was all smiles, right off the bat. He was extremely helpful, and treated me with the utmost respect (despite the fact that the only time I could make it to the store was 8:15pm). By the time I left the store, it was 9:20 (now I'm the jerk), but not once, did Amir (or any of his associates) ever give me anything less than a smile. I am truly grateful.

     This whole experience has taught me a few things. The first being, always buy an extended warranty (which I most always do). The second is that, in my humble opinion, Best Buy should really take a second look at their protocol with respects to handling warranties. If the product's company is making things unduly difficult, Best Buy should be able to step in and rectify the situation) as opposed to saying "Sorry, wish there was something we could do, but it's up to The Repair Center". Rules are rules, and I'm required to follow them, and so should you, as well as HP for that matter. Wish it hadn't come to this. I thank you for your time.

Sincerely,

Andres B.

[Nokia]

It never should've gone as far as it did. Unfortunately, not everyone can be a good employee and it's the customers who suffer. Glad you were able to win in the end, and I hope next time, you're taken care of correctly.