Best Buy & Geek Squad Policies

[lillylemmon]

Although I already suspect I'm just out of luck I thought I'd give this a go as I feel ripped off and am super unhappy..

Basically, I had an HP laptop that suddenly stopped working after having it around 3 months. It did have a 1 year warranty, so I took it back to the store and assumed it was being sent back to HP. It ended up being "junked" and I was told to come in for my new replacement laptop.

When I came in for what I assumed would just be the same model laptop I had purchased, I was told they didn't have that exact one and I would be given the equivalent. The laptop they tried to send me home with was not at all the equivalent however. It had no blu-ray player and most importantly, no dedicated GPU. The reason I purchased this particular laptop was for 6750m dedicated GPU due to the more advanced graphics. I pointed this out and instead was given a giftcard of the purchase amount and told to go see what else they had.

Unfortunately, there was nothing equivalent in the purchase price range and specs. In fact, there was only one laptop with a dedicated GPU out of the 20+ for sale and it was roughly $400 more than my HP. I even came home and scowered the website hoping to find something comparable without having to throw down several extra hundreds of dollars to get to no avail.

So now I'm stuck with a giftcard for a replacement laptop that doesn't exist.. What's my point in all of this? If I would have known this, I could have easily sent the laptop back to HP itself since the warranty was with them and not Best Buy and gotten a replacement that was actually equivalent to what I originally purchased. Actually, for the same amount of money, I would be able to get a far better model. Now however, I can't.

I guess, I'm going out on a limb here to see if there's anything that can be done. I understand it's after the fact, but I didn't realize I was agreeing to something by doing all this with Geek Squad I would basically screw myself over. If anything can be done here, I'd really appreciate it. I mean, in the end, I'm being punished or penalized for a malfunction that was beyond my control.. All I want is the laptop I purchased with the GPU. I shouldn't have to take a downgraded model home nor should I be forced to spend more money to get what I want.. It was under warranty, I should be satisfied and I'm not. Not at all.

I guess

[UncleDavid218]

Just so you know, when the computer gets sent to the Geek Squad City, it is actually looked at by HP reps and/or HP certified technicians. Unfortunately, if HP decides to junk the unit out, the replacement they offer cannot exceed the purchase price, regardless of features provided.

[AndyH]

Hopefully AaronE or one of the Community Connectors will pop in here soon cause they would know better than I but as far as I know if it's still under the MFG warranty then I think Best Buy still sends it to the MFG instead of their own SVC.

But like I said, I'm not really sure, I don't work for Best Buy at all that's just what I've inferred from other posts here.

[Mbrguy Emerging Expert]

Geek Squad's service center is certified by HP and most major manufacturers to perform warranty work on behalf of the manufacturer.  So for warranty work, they can ship it to Geek Squad's service center for the same work they would get with the manufacturer.  

If the computer was junked out they'll get you a replaceent laptop not to exceed the purchase price.  If any replacement is more expensive than the one you purchased, you can pay the difference.  That's always how the warranties have worked.

[lillylemmon]

I appreciate the replies.. I've been in contact with HP as well and this is what I was told as far as a replacement was concerned:

We cannot to mention a particular model number at this point of time, since the actual replacement procedure will be handled by our higher authorities. However, the replacement will definitely have comparable hardware specifications. If we do not have a comparable model at hand, we will replace it with a more recent model with comparable hardware specifications (Provided if we are not able to repair it our service center).

I read that as HP will replace on the line with hardware, not price point, which is what you guys seem to be saying Best Buy does. Had I sent it directly to HP, I would have gotten something I wanted (ie the GPU).. Instead of a extremely downgraded model. I guess I should have mentioned as well that Best Buy refused to give me back my laptop, so I can't send it to HP, who is willing to replace it for me. It feels unfair that I'm getting screwed by Best Buy for no reason, when HP is more than willing to give me what I deserve. 

If I had been told that Geek Squad/Best Buy would be handling my laptop and not sending it to HP itself, I probably wouldn't have agreed and given over my computer. Seems like that should have been mentioned, regardless of if HP allows them to work on them or not. One just assumes when you have a manufacture warranty it will be sent to that manufacture.

[CrystalWoW Community Veteran]

Hp replaces with similar hardware, up until the point where you go over price point, and then they just cut you a check for the price point you paid.

[AaronE]

One of the Community Connectors will need to look into if the computer replacement was a RA (Return Authorization) from the manufacture or if the replacement is being covered by the Black Tie Protection (BTP) plan.

If the HP rep at service provided the RA I don't know if the manufacture themselves would have been able to repair it. Typically there's a reason the rep with authorize a RA vs repairing the computer.

Many of the laptops now have the second generation Intel core processors which have an integrated graphics chipset on the CPU die itself. These actually work quite well for mainstream game playing in addition to bluray playing. If the store didn't have something in the original price range to accommodate you, you might want to check on Bestbuy.com. There might be something that meets your needs there which you can use your gift card on.

[Dorothy-BBY Community Supervisor]

Good afternoon lillylemmon -

Justin, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Justin-BBY Community Connector]

Hi lillylemmon-

I've had a moment to peruse both your escalated concerns here as well as your service order.  I'd be glad to further assist you and clarify any unanswered questions that you might have about your topic. 

I agree with you that it is disappointing that you were unable to receive a replacement laptop that met your desired satisfaction.  That being said, however, I must say that when you are approved for a replacement, we work with you on finding a comparable model to your original HP based on specifications but that does not exceed original purchase price.  What this means is that you were properly taken care of, even though you might feel otherwise.  Since they did not have one that you liked, they provided you with a store credit to use towards the purchase of another laptop. 

I sincerely apologize if this is not the solution you were expecting and if there's anything else that you would like to add, let us know.  You can also send me a private message if you'd like by selecting the button within my signature bar.

Regards,

[SoMeAm]

Hello lillylemmon,

Sorry to hear about your computer issue and your disappointment in getting an equivalent replacement computer.  HP's repair center would not "junk" or approve replacement of a computer under its one year warranty unless it was beyond economical repair (BER).  Your normal one year HP warranty (without accidental damage protection) would not cover a unit declared BER; however, it appears that your warranty with Best Buy does.  For clarification, in many cases when HP offers a replacement, the primary factor is making sure it is an equivalent and not lesser unit. It appears that Best Buy has reached out to resolve your issue.  

Regards,