First of all I don't know what it is with the phone associates in this company, but some of them are just plain rude. I get that customer service is rough, if you don't want to deal with customers then don't take a customer service job.
That aside Katie F{removed per forum guidelines} of 'Corporate' failed to resolve my problem.
I took my Toshiba laptop to the Stafford County Best Buy which is the only Best Buy I've ever taken my computer to. She immediately claims I've taken it to more than one. So I'm a liar. I stated to her that my computer was sent there, I didn't ask anyone to send it there, I was told it was a good place to pick it up.
At the Stafford County Best Buy I was informed that this was the 4th repair and that if they needed to replace anything they would exchange the computer under the no lemon policy.
So far they have had to swap out the backlight, the motherboard, two video cards, and a fan.
Today when I went into the Best Buy to get my replacement I was informed that my laptop was sent back and that there was nothing wrong with it. Again I'm a liar. Why on Earth would I send a laptop in if there was nothing wrong with it? The fan was dead, broken, kaput. Katie F{removed per forum guidelines} told me she didn't know what it mean when they logged "Blew out fan", english clearly escapes her because the fan had blown out. According to them that doesn't count as replacing hardware, even though it clearly does because the fan had blown out. I would also like to remind you that the person who logged this is most likely the person I also complained about so suddenly my repair turns up listed as no problem.
This was in fact the 4th repair, but according to Katie F{removed per forum guidelines} it's only the 3rd and I'm wrong. I know how many times I've taken this laptop in, I was there. She continued to say I need to have written proof, but isn't that the job of the employees to enter this information into the system?
She then kept aggressively stating that they were not replacing my computer as if I was some criminal trying to get away with something. I have purchased four computers from Best Buy. This is the only time I've ever had to come this much for repairs. If I was somehow trying to get over on the store why would I wait almost two years?
All of that aside there are also major cosmetic issues on my laptop from these repairs. Burns, stickers, and scratches. I complained about the burns at the Stafford County store. According to Katie F{removed per forum guidelines} that's impossible because it wasn't logged and if it had been they would have sent it in for a new casing. I informed her that the person I spoke to said they logged it. So I pose this question: If the person says they logged it and then did nothing who am I supposed to contact? I don't work at Best Buy, I the customer should not have to study the inner workings of the company verbatim so that when I have a question I'm able to answer it myself. This is ridiculous. The case is badly burned and she's saying I have no proof Best Buy did it so she flat out refused to fix it.
How am I supposed to prove it over the phone? The proof is on it.
She then stopped responding at all and only repeated "We're not replacing your computer." like a mad woman multiple times and rudely exclaimed that we were talking in circles until I became enraged.
Point blank if you have to replace a backlight, a motherboard, two graphics cards, and a fan it's a lemon. The fact that it's been defaced by these repairs makes me even more furious. The fact that I've been called a liar and ignored when I paid $2300 is making me contemplate calling a lawyer.
I'm not trying to get over on your company. I clearly have my own disposable income if I can drop $2300 on a gaming computer for leisure and nothing else. That's almost a down payment on some cars.
I've never experienced this poor level of service in my life.
Perimeter Mall in Georgia where my computer was sent without my asking also had a rude employee. The person I spoke with calmly waited until I left to call Best Buy directly and logged that I "Demanded a replacement.", that's not what happened. I calmly explained that I was informed I would be getting a replacement if they had to swap out anymore hardware which they did.
This has been an awful experience. My laptop is still in the possession of Best Buy. I refuse to sign pen to paper until this issue is resolved correctly. I'm not letting this go because I paid top dollar for this computer and not only has it broken down enough to cost a second computer in repairs, but it's been defaced and Katie Fuller refuses to have the case repaired for burns that were caused by the repair center.
These forums are the only place I've had good customer service and this is my last try at resolving this without a lawyer. Please help me resolve this issue calmly and correctly. I have shopped at Best Buy since I was a boy and I never planned to stop until this laptop and it's issues.
I really am furious right now. I drove a half hour to get to a store I've never been to in traffic, spent over an hour on it in store and on the phone, and then had to drive back through traffic home. Enough is enough.
Dorothy-BBY
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