Best Buy & Geek Squad Policies

[wk]

I bought a laptop from Best Buy 6 months ago. The computer worked alright except for the screen pixels were not waking up when I took it out of sleep mode and there was a long delay when I turned the unit on. I've brought the computer in 4 times and still nothing has been done to fix the issue. I'm really disappointed to see that a store like Best Buy is real quick to see products but not willing to back up the products that they sell.  They keep saying that it is the computer's manufacturer fault. I've had enough of the run around. I will not buy another product from Best Buy until they take responsibility what they are selling.

[Mbrguy Emerging Expert]

There is a reason it's called a "Manufacturer's Warranty" and not a "Retailer's Warranty".

Have you even contacted the manufacturer about repairs since Geek Squad has been unable to repair it?

[wk]

Yes it was sent in once already. The computer is only 6 months old. Best Buy makes the customer bend over backwards to get the issue solved with their defective products that they sell, instead of taking responsibility for themselves.  

[Mbrguy Emerging Expert]

Best Buy is NOT the manufacturer and after the return period is over, any repairs are the responsibility of the consumer or the manufacturer for issures covered by the warranty.

Did you purchase a Geek Squad Black Tie Protection Plan on your computer?

[wk]

Yes I did. I never said that Best Buy intentionally screwed with the computer. All im saying is that they should back the products that they sell.

[Mbrguy Emerging Expert]

Best Buy sells a Black Tie Protection Plan to do just that. After the return period, the computer belongs to you, not Best Buy. If you want Best Buy to back the product more than just providing a service center, you would need to purchase the service plan. You want a benefit but aren't wanting to pay for that benefit.

[wk]

I did buy the Black Tie Protection. If I didn't state that clear enough the first time, I apologize.

[iamfromhouston]

No I understood you purchased. Just sometimes people do not read everything and just assume. It is funny you said you purchased it then Mbrguy is hassling you like you didnt purchase it. You purchase black tie to be protected and making your investment easier to get fixed.

So Mbrguy what do you have to say for yourself since you hassled him when he had told you he bought the black tie and you tell him he needs to buy it?

[Mbrguy Emerging Expert]

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wk wrote:

I did buy the Black Tie Protection. If I didn't state that clear enough the first time, I apologize.

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Ah, gotcha.  I was leaving work and on my phone so I didn't see my question that you were responding to and I went from there.  Sorry about that, it was my fault for not reading the prior posts first.

When have you brought your computer in for service, and what did they do to it?  What did they say was wrong with the computer, and what reason did they give for it not being repaired previously?

[wk]

They said that they ran diagnostics and also optimzations all 4 times. They said that there was nothing wrong with it, even after they completed service on it, I asked them to start it up and close the lid and the problem was still there when they opened the lid.