Best Buy & Geek Squad Policies

[Keepersmom]

First of all, I apologize cause this is long. 

On June 1, 2009, my daughter, 18, went into Best Buy to buy a laptop with hard earned graduation gift money given to her by me and her grandmother.  She ended up buying a Toshiba Satellite A305.  She bought a case for it to go in FOR PROTECTION.  She used the laptop that night, used it the next day, and Wednesday morning used it to check email and everything was fine. She logged off, put it back in the case and put it away for the day.  When she went to log in that evening before turning on the computer there was a big black blob in the top left corner of the screen.  Once one, she could see a line going through the blob.  She took the computer back to Best Buy in San Angelo, Texas, and politely explained the problem.  Not only were they not willing to do anything, they accused her of NEGLECT AND ABUSE as the manager, Joe, put it and had she bought the extended warranty THEN they could have helped.  We have 14 days to purchase the extended warranty and she came home with the information so we could make the best decision on what she needed.  She called me in tears.  I took the laptop BACK to Best Buy this morning.  Spoke to manager, Danny, who already knew about the problem......again, I explained that she had spent 815.00 of her earned money, and that she would not have intentionally caused damage to the computer.  She is responsible and careful.  He told me he would talk to the GM, Jeff, and see what they could do.  Upon his return, he said while we are very sympathetic, there is nothing we can do but to offer the same computer at half price.  HALF PRICE?  Are you kidding me?  This laptop is not but 3 days old!    I am writing a letter to our local newspaper and have already warned people of the kind of business that Best Buy is running.  Not only do the rake in the dough for the extended warranties they sale.....but, they will fix the problem by having you spend another 400.00 to replace an appartantly defective item.  Never did it cross their minds that the problem could have been caused during shipping from the factory and that once the computer was turned on and got hot that this problem presented itself.  I'm just sick.  Luckily, Toshiba told us to send in the laptop and they would replace the item.  Best Buy should have assisted us in this and not accused us of dileberately harming the laptop.

[Nokia]

You're right. The store should've exchanged it.

[GeraldRose]

Im no expert here, but if your daughter bought the item and it worked and there was no "black blob" in it initially, the only logical explanation is it happened while in her care, due to a drop, putting her finger/hand on the screen too hard etc. You also mention that you bought a case "FOR PROTECTION" that seems to tell me you think it didn't do it's job. Again, not really something you should hold BBY responsible for.

[SlimJim77]

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Nokia wrote:
You're right. The store should've exchanged it.

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Really? Please explain.

[Nokia]

Maybe not right away, but at least send it to SVC for them to give a determination.

[Elizabeth-BBY Community Supervisor]

Hi Keepersmom,

I've asked Aaron, one of our Geek Squad Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting!

[Aaron-BBY Community Connector]

Hello Keepersmom,

A brand-new laptop is by no means a small investment, so I can certainly imagine how disappointed your daughter must have felt to have discovered a problem so soon after purchase. I would be equally frustrated in a similar situation.

Please bear in mind though that Best Buy® is not able to accept the return of any product that has been physically damaged. The problem you described does not generally occur as the result of normal wear-and-tear, so your local store would have been correct in informing your daughter that an exchange was not an option they could provide. Like Nokia mentioned, however, the option for repairs under your factory warranty coverage should have been presented as an alternative, and I sincerely apologize if that did not occur.

That being said, I’m glad to hear that Toshiba was able to help you find a resolution to this issue. If you have any other questions or concerns though please do not hesitate to let me know. You can send me a private message by clicking on either the “Private Message” icon in my signature below or the letter icon in the upper right-hand corner of the page.

[Apathy]

There is no way that a computer that had no indication of physical damage (black blob with a line running through it) could suddenly crack.  You may not be aware of HOW the damage occurred but unfortunately it did while in your possession.  Best Buy does offer service plans that specifically cover accidental damage at the time of purchase which is the situation you are currently in.

By the General Manager offering you a new laptop at half price is very fair as that is less than what Best Buy actually pays for that laptop.  The store would be losing money to help you in this situation to try to remedy your problem.  I don't understand how the local newspaper should be involved for something that is not in any way the fault of Best Buy. 

[starhelper2587]

Please don't bump 8 month old threads that have already been resolved.