Best Buy & Geek Squad Policies

[Deceivedcustom]

I paid 400$ for a 3 year warranty that reveals itself to be worth 0$! Geek squad is incompetent and cheap (they don't fix the problem as it will be too expensive). But when I ask for a comparable model as my PC is not made anymore I had to face a lot of crap and lies. 1st thing I wanted was a comparable model in features and performance. I had a true HD PC and a bluray burner. They had the courage to lie to me and telling me that such model wasn't in the market anymore...Duh here it is:

http://www.sonystyle.com/webapp/wcs/stores/servlet/ProductDisplay?catalogId=10551&storeId=10151&lang...

I would have wait for them to order it I was not in a hurry. Moreover I didn't use my battery exchange (saving them at least 300$ on a battery) and I had one more year of plan available (if you prorate that it is about 133.33). My original PC was paid 1850$ plus the 3 year plan making it 2200$.

So I received this crap in exchange: 

 SKU: 1245308 whereas I could have been offered the   SKU: 1655116  who is closer to the RPM of the unrepaired PC (7200).

So now make the comparison for yourself and see how bad you have treated my case

My old PC features http://www.amazon.com/Sony-VGN-AW125J-18-4-Inch-Processor-Blu-ray/dp/B001FB6T6C

and the closest model available that should have been ordered for me (cheaper than the original price actually) 

http://www.sonystyle.com/webapp/wcs/stores/servlet/ProductDisplay?catalogId=10551&storeId=10151&lang...

I will be happy to review that post if I become a satisfied customer. I will gladly bring you back the crap I received.

Best regards

Unsatisfied customer in gainesville florida

[AaronE]

Ok I understand you're upset that your computer was deemed uneconimcal to repair and is being replaced under the terms of your Black Tie Protections (BTP for short). The BTP you purchased would repair your unit or replace it if it was deemed uneconomical to repair or if parts for the repair cannot be obtained. I don't understand how you've come to the conclusion that the BTP you paid $400 is worth $0 as they'll be holding up their end of the bargin per the plan Terms and Conditions.

The PC you linked to on sony style is not available on BBY.com or in store that I could find so it's not an option if best buy doesn't carry it.

The two SKUs you posted share the same screen dimension, processor, gpu, ram speed, ram amount, optical disc drive. The SKU you were given as a comparable model (1245308) has a larger HDD than the one you said you would have rather had so the one you were provided is actually from what I see superior to SKU 1655116. SKU 1655116 is also not available in store.

[Deceivedcustom]

Hi Aaron, 

Thanks for posting a reply. However the lemon policy never stated it was something that needs to be in store. The item is available online at bb, and I countlessly stated I would wait for delivery if necessary. It even says that it can be constructed to meet the previous item. Moreover, I seriously don't care about HD capacity. I care about the rpm, the screen resolution and my optical drive being able to write blu-ray. 

Furthermore, my previous PC came with a lot of software that I don't have on this one.

I am an Educational technology major and when I invested more than 2000$ in my dream PC it was because I thought that it would have remained my dreamed PC or get fixed. 

I can totally understand your point as it seems that a lot of people are after HD capacity (I got external drive for this) or other stuffs. I have needs related to my field of study. Try to be an educator and digital art engineer and you will feel me...maybe!

[AaronE]

Yes the replacement needs to be a unit that is available in stores.

I get your point about the HDD RPM speed.

Did you have a brand preference to Sony? The store might have been able to accomidate you with a different model from another mfg which had the i7 processor, plenty of ram and had a faster RPM HDD.

[Deceivedcustom]

I had no brand preference...but the gainesville store is kind of a ghost town in terms of PC this week!

[Mbrguy Emerging Expert]

If they do not have the model in store that you prefer, you can always ask for a store credit for the amount of the comparable replacement they offered and put that towards the model you prefer when it comes in stock at the store.

[Deceivedcustom]

Thanks Mbrguy. As they don't have a restocking fee on PC anymore I think that I will see if that PC will ever make it to the store in Gainesville in the next few days and get an exchange. And God knows how much a fight that will be. It took four hours to get an ok for this crappy exchange as they wanted to give a discontinued model !

I don't know if anyone's with me with that but this policy should not be limited to BB store but to BB (online and stores). I am a premier silver member but I think that this is my last purchase at BB! Business elsewhere from now on!

[Mbrguy Emerging Expert]

Again, I'd ask if you could get the exchange amount on store credit that way when the model you want comes in, you don't have to go in and wait for them to process the exchange.  You just get the computer you want, and put the store credit towards the cost.  This way, you can get the exchange process over with sooner rather than later and the transaction for the new computer will be fairly quick.  

Just a though though.  Just remember though, that the new computer will come with a one year manufacturer's warranty and the Black Tie Protection Plan for the previous computer is considered fulfilled when it replaces your old pc with a new one per the Terms and Conditions.  I understand that you may not be happy with the exchange process, but if you want the same coverage on your new computer that your old computer had, you would need to purchase a new Black Tie Protection Plan on your new PC.  Otherwise, it will only have coverage from basic hardware defects for one year through the Manufacturer's warranty.  I know that you are loath to purchase a new Black Tie plan, but remember that if you hadn't purchased a Black Tie previously, you would now be either without a computer, or you would have had a very large repair bill.  The Black Tie in essence is purchasing you a brand new PC so I wouldn't exactly call it worth $0.  

[Justin-BBY Community Connector]

Hello,

I'm disgruntled knowing about your issues you encountered with your recently purchased Sony laptop.  I'm sorry that this has left you wondering whether or not to pursue future purchases with us.  I will do whatever I can to clarify any questions you might have and hopefully turn this around. 

Both AaronE and Mbrguy have provided you excellent responses and service regarding your situation.  There's really not much more that I can add on, as I'm sure you're well aware of the Terms and Conditions of your BTP coverage plan.  The extended coverage provides that if a replacement model is offered by the store, it's one that is in-stock at the store and will be comparable to your original laptop's specifications.  After looking into both models, I must agree with Mbrguy that the one the store offered you, is certainly comparable. 

I'm very sorry that you may not agree with this situation and I will surely pass this instance along to the General and District Managers of the Gainesville, FL store location; and provide you with any feedback I may receive.  If you have any other questions or concerns, feel free to reply to this topic; or send me a private message by selecting the link beside my name.

Thank you for reaching out to us here on the forums!

Regards,

[Deceivedcustom]

Hi Justin,

Thanks for taking the time to answer. I HATE the computer I have...I miss my TRUE HD screen and my bluray burner and my quiet 7200rpm hard drive. 3 features that the new computer lacks. And then there are other things like 0 software, no fingerprint scanner etc. And the new PC is as loud as a BUS!

The BTP protection even stated that the PC could be built to meet the qualifications of the old PC. The in store part was not written in the contract I had but I understand it is what is done in the practice. 

I am also in disbelief that the gainesville store doesn't carry any decent PC (besides MAC) and I am not ready to shift yet to a MAC OS. 

If I could get the cash (not a store credit) here is my dream PC. http://www.sonystyle.com/webapp/wcs/stores/servlet/ProductDisplay?catalogId=10551&storeId=10151&lang... truly comparable to my previous one. Or order it and I will pay the difference. 

I am so miserable...best buy simply ruined my semester and killed my spirit