06-04-2009 02:19 PM
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.
06-05-2009 08:00 AM
06-07-2009 01:23 PM
You're right. The store should've exchanged it.
Really? Please explain.
06-09-2009 04:13 PM
06-10-2009 02:52 PM
03-02-2010 10:38 PM
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.