12-02-2008 02:40 PM
Do not take an HP product to Geek Squad for warranty work unless you have a reciept!
I bought an HP computer from another retailer about 11 months ago. I called HP and they said that because it was a common problem with this particular model, they had extended the warranty out an extra year. I was told that I could either ship the computer to HP, or I could take it to the nearest HP service center. It happened that the nearest HP service center was the Best Buy in Hixson, TN. Since this was close to my house I told the HP rep that I would take it to Best Buy.
Upon arriving I was directed to the Geek Squad desk. I told them that it had been determined by HP that the motherboard had failed and that HP said the repairs would be covered by warranty. HP had confirmed that the warranty was good until July 2009. The Geek Squad rep made a repair order and I paid them $34.95 to take care of it. I thought this would be a reasonable price to pay to let someone else take care of the warranty repair.
About two weeks later I recieved a call from Best Buy telling me that they were going to replace the computer, and that I just needed to come into the store and pick out the replacement. When I arrived, they asked for a copy of my reciept. Unfortunately I no longer had my reciept. They told me that they could not exchange it without a reciept, which is fine, but I asked that they have it repaired under warranty. I was told that they would "look into it".
Two weeks later I stopped by to see if I could get an update and was told that they could not do any warranty repairs for HP without a reciept because they cannot access HP warranty information, even though my warranty is still good.
Frustrated, I asked them to return the computer to me, and for them to return the $34.95 that I had paid them to take care of the warranty repair. Best Buy refused to return the money. I was told that it costs Best Buy $105 to ship a computer to thier service center because they do it by "air". I was then told that it will be 5-7 days before I can get my computer back.
The entire problem with this situation is the fact the Best Buy:
1. Knew that it was a warranty repair when the machine was dropped off
2. Made no mention of needing a reciept for any kind of warranty work
3. Took my $34.95 knowing that they could not make a warranty repair without a reciept.
4. Wasted four weeks of my time knowing that they couldn't make the repair.
5. Apparently wasted $70 of thier own money shipping a computer that they knew they wouldnt be able to repair under warranty without a reciept.
Luckily, HP has agreed to pay for shipping the machine to them for repair/replacement. Unfortunately I paid best buy $34.95 for absolutely nothing in return.
If you are ever directed to take an HP computer to Best Buy for warranty work..Please, Please make sure you have the reciept....otherwise you will more than likely have the same miserable experience that I did and be out $34.95
12-04-2008 04:18 PM
12-04-2008 11:48 PM
12-31-2009 02:49 AM
i would like to say that bb is like the home depot of electronics stores, where it has a similiar selection of products. there is the main stuff (electronics) and then the side stuff of music, appliances, and stereos and stuff. depending on the store and hiring manager, the stores staff could be crap or crazily good. i also just used hp chat support to replace my broken printer 88 printhead and got a new one for free. it took one to two hours though. so it was kinda a waste for time since i could have bought a used printhead for 20$.
the situation you were in and how hp resolved it is insane. it is very nice for them to ship a new laptop directly to you.