Best Buy & Geek Squad Policies

[mdss2]

First of all, I am a Best Buy Premier Silver member and have purchase more than $25,000 over the last 2 years in home audio/video/computing/photo and even all of my office equipment.  I also purchase performance plans for everything from my $2500 TV to my $60 mp3 player.  I even subscribed to my DSL and DirectTV through Best Buy.  The relationship has been smooth and above average until I had to use the Geek Squad service which I paid for.  Here's my nightmare:  

I bought a Dual Processor Compaq Laptop from Best Buy last August-08 and since it's a cheap Compaq laptop, I bought a 2 year performance service plan for peace of mind.

This Feb-09, I've experienced problems with it.  If I am uploading to YouTube, burning a DVD, transfer files to an external HD, or anything that requires a lot of processing power, the computer heats up and within 15 mins, it shuts off.  It would take another 30 mins before it would cool down and I could turn it on again.  Ok, now I should take it to Best Buy since I am covered anyway.  When I went to my local Best Buy, the Geek Squad working the counter suggested that I backup all my files before turning it in because I may not get it back again.  So I did.  It took me 3-4 days to back everything up since my computer overheats and shut off every 15 mins.

I finally dropped it off at the Geek Squad counter on Feb 28th so that they can run diagnostics on it. 

Geek Squad promptly called  4 hours later agreeing with my problem and said that they will send it to the service center.

My family went on a weeks vacation and I returned Mar 10th hoping to get an update.  Nothing.  I call everyday for updates and my machine was in the queue for 3 weeks.  No one has touched it yet until Mar 17th, when I received a call that my machine was on its way back to my Best Buy store.  I asked what was wrong with it and they said that there was nothing wrong.   That got me suspicious - are these people throughly inspecting my machine.  When the store called me for pick up, I had them do the diagnostic in front of me. Alas, within 15 mins, the computer shut off.    Ok, now I can demand for a replacement since they were unable to fix it.  I was told by Geek Squad that the same bug has to happen 3x before they issue a replacement - it was in the fine print.  I let them ship it to the service center again.  When I called for an update on Mar 24th, again the machine was still in the queue.  I've had it!  I had been told that my machine would be moved to the front of the line because it was a priority  return. 

I had been without a computer for over 24 days without a loaner.  Please note that other retailers like F&*s Electronics provide loaners and the performance plans are way cheaper than Best Buys. 

The store manager finally heard my case and was finally able to help. However, since I purchased my computer on sale my replacement should be on the same price bracket not the same specs.   I was only eligible for a celeron from Compaq.  Now my machine is slower and less powerful than my original.

Does that make sense?  I essentially paid for a weaker machine.  I've been had!  If service takes forever, then provide a loaner.  Imagine the lost productivity for 24 days.

If anyone from Corporate or Customer Service reads this, please contact me with a solution.  An apology won't do any good.  Is there a way for me to get refunds for all the performance plans I paid for?  Now I know that the protection Best Buy provides is not worth it.  I was wronged by the Geek Squad.  For all I care, they're a bunch of crooks. 

Readers, please feel free to chime in and provide me with ideas on how to handle this.

[Nokia]

First, you only get a replacement if the service center determines the laptop is not economically feasible to fix, not if they fail to fix a problem.

Second, the No Lemon policy requires three qualfiying repair and a fourth diagnosed failure. The repairs do not have to be for the same problem. That's a common misconception by employees.

As for the laptop the store determines is comparable, it should be based on the features/specs of the original laptop, not to exceed the purchase price of the original. However, price paid for the original should never come into play when determining a comparable model.

Now, it is true that it is up to the store to determine a comparable model. However, if the customer does not agree with the store's choice, they have a right to dispute it. To help us, what model laptop did you have originally, and what model did they determine was comparable?

[mdss2]

Again, I am agreeable to the No Lemon policy.  However, the inefficiency of the service center to diagnose the problem was the bigger issue - waiting 17 days to even test my machine is awful service.  Then, having the gall to call and tell me that there was nothing wrong with it and ship it back to the store is outright criminal negligence.  The store people did their tests and found the same problem.   I was patient and stupid enough to agree to send it back to that awful service center.  After 7 days of not even attending to my machine, I had enough

My first machine was a CQ50-105NR (AMD Dual processor) and it was replaced by a CQ60-211DX (Intel Celeron)

[Elizabeth-BBY Community Supervisor]

Hi mdss2,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and reach out to you.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[Aaron-BBY Community Connector]

Hello mdss2,

I’m sorry to hear about your recent laptop troubles. I can imagine your frustration if your computer was shutting down so frequently - such difficulties would prove even mundane tasks such as word processing to be quite difficult. I’m glad to hear though that your local store was able to assist you in exchanging the computer.

Please bear in mind though that whenever Best Buy provides an exchange – be it under factory warranty or service plan coverage, or as an exception made by one of our retail stores – we are only able to provide a comparable replacement up to the purchase price of the original product. Unfortunately, that means that if next closest comparable model is more expensive than your original purchase you would be required to pay the difference between those two products.

It’s regrettable if this does not meet your expectations, but remember that you may always cancel your service plan coverage if you are not satisfied with its benefits. Simply stop by the customer service counter at your local Best Buy store with your original receipt and an associate would be glad to help you out. Alternatively, you may always cancel your service plan coverage via mail through the address provided in the following thread:

http://forums.bestbuy.com/bb/board/message?board.id=Warranties&message.id=1497

If you have any other questions in the meantime, please do not hesitate to let me know. You can send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message to my user name “Aaron-GS.”

Message Edited by Aaron-GS on 05-27-2009 04:03 PM

[Nokia]

Yeah, I definitely agree that they are not equal.

[mdss2]

My first laptop was actually $579 but I got it on sale at $399 - the replacement was a $399 (reg price) laptop.  I got hosed!

http://forums.slickdeals.net/showthread.php?t=910590

BESTBUY compaq CQ50-105NR laptop now active online $399 tho

I know its been mentioned but its live now on the website and for $399

Compaq - Presario Laptop with AMD Athlon™ X2 Dual-Core Mobile Processor QL-60
Model: CQ50-105NR | SKU: 8933005

Reg. Price:$579.99
You Save:$180.00
Sale:$399.99

[Nokia]

That's where the problem lies. Your replacement cannot exceed the original purchase price. Unfortunately, since it was on sale, $400 is the purchase price. I only see a single dual core laptop for $400.

http://www.bestbuy.com/site/olspage.jsp?skuId=9168063&type=product&id=1218041998438

[mdss2]

Therefore the replacement policy is not fair. 

[Nokia]

Why not?