03-14-2017 06:13 AM
My husband and I are Elite members with Best Buy,we bought my grandson the MacBook pro 15.4/2 5ghz/16gb/512gb with the applecare for his graduation present to start college with from Best Buy. We paid the extra money for the applecare because the Best Buy salesman told us it would be covered for EVERYTHING. My grandson has had it for 7 months and loved it. While working on it for about 45 minutes one day all of a sudden the screen got lines in it and went completely white. He took it to Best Buy they looked at it and told him to take it to apple and they sent it out and they stated something must've spilt on it. We know nothing was spilt on it and they stated it would cost about $1200.00 to repair. I am very dissaponted in Best Buy for falsely giving us information that EVERYTHING would be covered under the applecare and feel this is Apples way of getting out of their warranty and I feel after reviewing many online reviews that this has happened to many other people and wonder if this is the way Apple gets out of their warranty. VERY DISSAPOINTED IN APPLE and BEST BUY at this point
03-14-2017 06:58 AM
03-14-2017 09:02 AM
03-14-2017 12:31 PM
03-14-2017 03:15 PM
Thanks for joining the Best Buy Community forums. I’m sorry to see that such poor circumstances have brought you to us. As a former Geek Squad Agent I know how frustrating it can be when unexpected liquid damage is found in your computer.
Section 4.1 (ii) of the AppleCare Terms & Conditions lays out that liquid damage is excluded from the coverage of the plan. I apologize if this was not clearly communicated to you when you purchased the laptop. I’d like to catalog your concerns so we can use this situation to improve the service that we offer in our stores. If you could let me know what store you made the purchase at, and when the purchase was made so that my documentation can include complete information, I’d appreciate it.
Going forward, I suggest you request that apple provide you with evidence of the liquid damage in your computer. When I was a Geek Squad Agent, we were often able to provide pictures to our clients to show liquid damage. Apple may be able to do the same for you. I would also suggest continuing to try to work with them towards a resolution on your repair. Apple has been very fair to me in the past regarding repairs to my computers, and I hope they will extend the same courtesy to you.
If you have any questions, please let me know. I look forward to hearing from you with the purchase details so I can fully catalog your concerns.
|Kyle R|Social Media Specialist | Best Buy® Corporate|
Give Kudos if you like this post or Accept as Solution if it answers your query!