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New Member
Posts: 6
Registered: ‎06-05-2018

Lenovo Computer Charger

I bought a Lenovo computer w/warranty less than a year ago at BB in San Diego. Charger stopped working went to store terrible customer service. Manager did not want to help. I was told they had ordered charger and wait for to be delivered 3 to 4 days. Received email after 4 days they needed serial number to send charger. Serial number nowhere to find outside computer tags but only in the  computer system. No way to get serial number when computer discharged and no charger to get the number. Called 3 times there parts division. After almost 2 weeks sent wrong charger. Called again customer service rep put me on hold for almost 30 minutes and at the end she terminated the phone call without leaving me waiting for her to assist me. I would like to know if there is anyone out there to that can help me solve this issue and file a formal complaint at the BBB, Consumer affairs and BB headquarters, thank you.

New Member
Posts: 6
Registered: ‎06-05-2018

Re: Lenovo Computer Charger

[ Edited ]

My email is {removed per forum guidelines}
{removed per forum guidelines}

Posts: 8,683
Topics: 83
Kudos: 300
Blog Posts: 47
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Registered: ‎09-29-2008

Re: Lenovo Computer Charger

Hey PeterRodriguez,

 

If you purchased a Geek Squad Protection (GSP) plan to cover this computer it should not be this hard to get a replacement charger. I bought a Lenovo laptop last year and I absolutely love it. 

 

I have emailed the General Manager of this store asking them to get in contact with you to get you the correct charger for this laptop. Let me know what they have to say, and what steps they take to make this right for you.

 

I have filed a formal complaint in this matter here at our corporate headquarters. We don't have the ability to file a BBB or Consumer Affairs complaint; that would need to be done by you. If you have any specific requests of me please let me know. I look forward to hearing from you.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-05-2018

Re: Lenovo Computer Charger

Allan, thank you for your response to my email. However Allan, as I mentioned to you previously, the manager from the store, I believe her name is Melissa and Antonio from geek squad were of no help at all. Therefore, we are going back to zero again. The reason I sent you the email is to help me find someone willing to gladly assist me. I can honestly anticipate their answer right now, "wait another 2 weeks to send you the charger". In the meantime I already had to spent $236.00 on a tablet to do my everyday tasks at work,. I already started the process of a formal complaint against BB through BBB and consumer affairs therefore I got that part thank you. Thus, issue was not solved and "The hot potatoe is just going back and forth" thank you.
Posts: 8,683
Topics: 83
Kudos: 300
Blog Posts: 47
Solutions: 346
Registered: ‎09-29-2008

Re: Lenovo Computer Charger

Hey PeterRodriguez,

 

I hear what you are saying but your GSP doesn't work that way. I can promise you Melissa and Antonio are not the General Manager of this store as that person's name is Martin. Let's see what the store can offer before we jump to the conclusion they cannot assist in a faster way than they did in the past. I will let you know what they say.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-05-2018

Re: Lenovo Computer Charger

Hi Allan, I'm still waiting for the phone call from Martin the manager. I have not received even a courtesy phone call to at least let me know the status of my case, thank you so much for showing so much professionalism and courtesy.
Posts: 8,683
Topics: 83
Kudos: 300
Blog Posts: 47
Solutions: 346
Registered: ‎09-29-2008

Re: Lenovo Computer Charger

Hey PeterRodriguez,

 

I did hear back from this store and I stand corrected that it looks like Melissa is the General Manager of this store, and she should be contacting you. I have asked them if there is any way to get you a new charger faster than placing another order for one. I will let you know if I hear anything else, and please let me know if you don't hear from this store by Friday 6/8/2018.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-05-2018

Re: Lenovo Computer Charger

Hi Allan, it's Thursday and I did not receive any phone calls on the status of the charger to be sent. Tomorrow is Friday and I already know BB tricks to keep prolonging a simple solution. Do me a favor please, Is there any way to email a regional or district manager or to have him call me? I do not want to talk to the employees that were not willing to help me from the beginning and simply and deliberately lied to me. Please send me the information if there is any regarding my request, thank you.
Posts: 8,683
Topics: 83
Kudos: 300
Blog Posts: 47
Solutions: 346
Registered: ‎09-29-2008

Re: Lenovo Computer Charger

Hi PeterRodriguez,

 

That is disappointing to hear, but I can promise you any delays are not intentional. Our regional and district managers are not customer facing employees, and our management in our stores should be fully capable of handling any situation that comes their way. I have emailed Melissa again, as last time I spoke to hear she was working on getting a faster solution for you. Once I hear back from her I will post back to this thread.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 8,683
Topics: 83
Kudos: 300
Blog Posts: 47
Solutions: 346
Registered: ‎09-29-2008

Re: Lenovo Computer Charger

Hi PeterRodriguez,

 

I did hear back from Melissa on this and she advised me a new charger should be delivered to here store today. She said she spoke to you and you advised her you would be picking up this new charger on Saturday 6/9/2018. Let me know if you need anything else.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!