Best Buy & Geek Squad Policies

[krazykajun2]

I purchased a Toshiba laptop M# L355D-S7901 in February of 09. I went ahead and bought the 3 year ADH plan. My total purchase that day was 929.58. I had several issues with it and took it in to be repaired. Well it cost more to repair than replace. I had 2 laptops to pick from that were not of equal value. Neither one had a 17 inch monitor in with the one I purchased had. I was told it was up to their discretion to choose a comparable one for me. I have had problems before so it does not pay to argue. Now I choose a laptop with a smaller screen 15 inch, and slower processor. The original laptop had a better graphic card, and extra memory that I had installed that was lost on the trade in. Your cost on the one 499.99 and only the 1 yr wtty. I was not offered a prorated discount on my original warranty but was tried to be sold everything in the store. Jose was a very nice guy and it is not his fault that his hands were tied. You guys are nothing but scam artist that prey on consumers. I am out of way more than what I purchased in the beginning. If I pay 599 for a laptop I expect a 599 laptop for replacement. Simply put you guys SUCK.

[UncleDavid218]

Sounds like the store handled the exchange incorrectly. You are not to be downgraded. I would guess a Community Connector will get this sorted after the weekend. Also, because Best Buy paid for the new machine, your ADH Black Tie Protection would be considered fulfilled. If you'd like another plan, you can do so at your expense.

[JoshSB]

What Uncle Dave said.

You get either a machine of equal specs or better, NOT worse. If one is not available they have the choice of giving you a gift card of the original purchase price of the laptop.

The extra memory installed by you would have no bearing on the exchange, it is original spec for spec, irrespective of modifications by the user.

And if you paid $599 for a laptop they will find a laptop of equal or better specs to the one you paid for and replace it with that or give you a gift card of that value, they do NOT replace price for price.

[breemystic]

To Original Poster: I could not agree with you more. I will put my story in to back you up as well as create my own thread as well. Power in numbers is important. I just had my Toshiba Satellite L355D-S7901, the same model you have "Junked Out" as well. After 2 months of being without a computer other than a crappy netbook I got from Verizon. The L355D had to have the hard drive replaced and shortly after the screen started going black. I took it in for the 4th repair, they did not junk it out, and surprise the screen was stilll going black, I had to complain to a geek squad manager in store #00790 about it not being Junked Out on the 4th. The GS Manager was nice and had it escalated with specific instructions to Junk It Out pretty much as soon as a tech looked at it. My complaint is not with the staff as working in retail and customer service, I know the store level's staff have their hands tied. I echo the things about paying 599.99 and nearly 1000 including the 3 year GSBTP with ADH in February 2009. In my case, or shall I say my partner's case, she was offered one laptop, a Satellite C655-5132 for 379.00. She was told that she could accept that or look around for a higher laptop but only the cost of the 379.00+tax would be credited. The Graphics card is Intel Accelerated 4500, compared to the ATI card I had. It also had a built in webcam, and it had a Stereo input, my partner is a musician and makes her own music and this model has a Mono input. It is definitely not comparable to the L355D. I don't mind the screen size so much because the resolution is better, but that's about it. We had about 3 people handle the transaction and they were all very nice and informative, but I would have like to have had a compable model. I agree if I pay 599.99 for a laptop I want a 599.99 laptop or one that is comparable. And considering this doesn't have a webcam and a stereo input and is 15.6 inches, then it's not the same. I hope corporate is able to help the OP and I to get a comparable laptop.

[Dorothy-BBY Community Supervisor]

Good afternoon krazykajun2 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[Justin-BBY Community Connector]

Good afternoon krazykajun2-

Upon reading your Toshiba laptop experience, I became very disgruntled to hear of your troubles while receiving a replacement laptop.  It's disheartening to recognize your aggravation because we always strive to please our customers.  I'll do my best at sorting this out for you and hopefully turn this around. 

As others have stated, when you are approved for a replacement laptop, you should receive a comparable model (based on your Toshiba's specifications, not purchase price).  Looking into this situation, I have already gathered all of the necessary details to begin my research.  I've also already alerted your local store management, so that they are personally aware of what you've expressed here on this topic. 

I truly apologize for the inconveniences bestowed upon you and I hope to have some updated information for you soon.  As soon as I have any feedback to share, I'll send you a private message.  Private messages can be seen by logging into your account and clicking the letter icon in the top right corner of the page.  If you have any other questions or concerns, feel free to reply to this topic or just send me a private message. 

Thanks for posting,