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Valued Member
Posts: 51
Registered: ‎03-03-2010

Paying for a warranty on a product I haven't had...

I must say I'm shocked at what I've been through and experienced the last 3 months. I sent my laptop off for repair at the begining of April because the power port was broken, and the touch screen functionality of the laptop was broken. When I sent it off, my warranty was going to expire in about 10 days. I asked if I should hold off on the renewal of the warranty to see if they would fix the laptop or repair it. I was told that if they fixed it and I didn't renew it, I wouldn't be able to renew it. If I renewed it and they replaced the laptop, I would be refunded the money because I paid for a warranty for a product I didn't have. I went ahead and sent the laptop off, and renewed the warranty.

When the laptop returned, I could immediately tell that the laptop monitor was not fixed. The agent at the time saw it but said maybe plugging the power supply in would fix it. I took it home to try the power cord, and this did nothing, I immediately returned to the store to send it back off. The original agent wasn't there, and the new agent said he would escalate the case, and things would be done quicker. At this point, the laptop was sent off, not under the original warranty, but the renewed one, and it was not escalated. When the laptop returned from repair, the original agent was at the store. Upon turning the laptop on, we could see the screen was not fixed, and did a 1080p test in store that didn't pass. He said he would send the laptop off again, and would make sure it was escalated and on the original warranty. Low and behold, once again, this wasn't done. By the time the laptop returned this time, I had gone to California for work. The store said they would ship it to a store local to me.

At this point it was sent to the other store, and I made a post here after it being in nowhere land for a week. The store in California had no idea where it was, and a few days later you let me know the store now had the laptop. When I called and spoke with a customer service rep at Geek Squad, they didn't understand why it took so long to get to California, and why there was no tracking. I went into the local store and California, and saw the screen still wasn't fixed.

I spoke with an agent had the Geek Squad number, and let him know everything going on with the laptop, and the warranty. He advised me I should go to the store, and they would replace the laptop under the lemon policy, and refund me for the protection plan. When I got to the store, they said they couldn't do this because they didn't know the previous history, since it was another store, let alone another state. I understood where they were coming from and let them ship off my device.

I recieved a call on 7-11-17 from the replacement department telling me my laptop would be replaced. I called back today, 7-12-17, and was told the repair facility tried multiple things to fix the laptop, but couldn't, and would replace it. When I told the agent everything going on with the laptop, and warranty, she understood and told me I should be refunded the $250 for the renewal, but her department couldn't do it, and I'd have to call the main Geek Squad number.

I called the Geek Squad number, and was told they could only pro-rate the protection plan. I let them know this wasn't agreeable because I never had the product, I paid for a protection plan that I never had. I then spoke with a manager who said they couldn't refund it period, because if it was being replaced, they policy would be fulfilled. I explained again that the protection plan I paid for, I never had the product, it was sent off under a previous warranty, and was never fixed, so this policy should not of even started since I don't have the product. I was told there was nothing that could be done, even though I didn't have the product, and a previous agent told me I am entitled to a refund.

After running in circles for 2 hours, I called the replacement department to see if they could guide me the right way. They weren't sure what to do, and suggested I call the local store that the problem originated in.

I called the store, and was told by the supervisor that there was nothing they could do. The supervisor also told me, had I not renewed the protection plan, and it had expired when the laptop was sent off, they wouldn't do anything. When I clarified, that if they didn't look at my laptop until April 18th, and decided to replace it, if I hadn't renewed my policy, it wouldn't be covered, even though it was sent off before the policy was up, I was told that was correct. This makes no sense obviously, as I can't speed up how quickly you ship off the product, nor how quickly someone looks at the product.

At this point, I need this taken care of. I expect a refund in the full ammount of $262.14 for the protection plan I paid for, on a product I never had, as well as the replacement of my laptop, which was never properly fixed since the time I sent it off at the begining of April, under the original protection plan. I'm very upset and frustrated with what's going on, please let me know what to do next. 

Posts: 4,550
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Blog Posts: 11
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Registered: ‎01-21-2014

Re: Paying for a warranty on a product I haven't had...

Hello andrewz,

 

I see that you’ve worked with Kyle and JJ regarding this computer, and so although I wish it were under better circumstances, welcome back to the forum. It seems like we’ve run into a considerable amount of issues while trying to fix your computer, and I’m sorry to hear we’re still looking for a resolution to this. I cannot make any guarantees; however, I appreciate you reaching back out to us for additional assistance.

 

As you may know, if a computer we’ve serviced fails for the exact same reason within 30 days of being picked up, we should expedite the secondary service as a “redo” to ensure it’s repaired as quickly as absolutely possible. This means that if all the subsequent service orders were directly tied to the original and the original service started prior to the renewal date, we should be able to provide you a full refund of the renewal price that was paid as it wasn’t needed. If the subsequent service orders aren’t tied to the original (even if just one of them isn’t), the renewal would have been needed to have been purchased – meaning that if the replacement is provided, we would consider the renewal plan fulfilled, and we would not be able to provide a pro-rated/full refund as requested. I truly apologize if we failed to properly explain this and for any frustration this may cause.

 

With all that said, I’d like to review your service records to see what options we may have available to us to assist you. I’ll need some additional information from you to proceed though due to our Privacy Policy, so please be on the lookout for a private message heading your way shortly. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Valued Member
Posts: 51
Registered: ‎03-03-2010

Re: Paying for a warranty on a product I haven't had...

Thank you for the reply Alexandra. What you have said is exactly what I've been trying to explain to the agent at the store, as well as the agents I spoke with on the phone. The laptop was sent off the first time with the power port broken, and the monitor not working properly. On the next 3 times it was sent out, it was because the monitor still wasn't working properly, which was noticed immediately looking at the laptop. Both the agent in FL and CA both saw the disfunctional monitor and how it wasn't replaced.

 

I will stand by and wait for your e-mail, as I would like to get this whole thing finally taken care of, and be able to have a laptop once again. It's been more then 90 days since I've had my laptop, which is just the icing on the cake.

Valued Member
Posts: 51
Registered: ‎03-03-2010

Re: Paying for a warranty on a product I haven't had...

I replied to your message the same day you sent it. It shows the message as still being unread, is there any update?
Posts: 4,550
Topics: 232
Kudos: 225
Blog Posts: 11
Solutions: 215
Registered: ‎01-21-2014

Re: Paying for a warranty on a product I haven't had...

Hello andrewz,

 

Please forgive the lateness of my reply, as I assure you that I am reviewing your case and anticipate having some answers for you fairly soon. 

 

Thank you,

Alexandra|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 4,550
Topics: 232
Kudos: 225
Blog Posts: 11
Solutions: 215
Registered: ‎01-21-2014

Re: Paying for a warranty on a product I haven't had...

Hello again, andrewz,

 

Thank you for your continued patience while waiting for assistance. I have concluded my investigation into your service orders, so please be on the lookout for a private message heading your way shortly. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Valued Member
Posts: 51
Registered: ‎03-03-2010

Re: Paying for a warranty on a product I haven't had...

I've received your email and replied to you. With that being said I want to add to this thread, that replacing a defective monitor with a different defective monitor doesn't mean it's a new repair. It means the original defective monitor hasn't been repaired correctly.
Posts: 4,550
Topics: 232
Kudos: 225
Blog Posts: 11
Solutions: 215
Registered: ‎01-21-2014

Re: Paying for a warranty on a product I haven't had...

Hello andrewz,

 

Thank you for letting me know that you have read and replied to my last message. I will be responding to it shortly, and as last time, you may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Valued Member
Posts: 51
Registered: ‎03-03-2010

Re: Paying for a warranty on a product I haven't had...

I must let everyone know how crazy this is getting. I'm literally being told that even though they replaced my defective screen with another defective screen, that it's fixed and a new issue. Does anyone else see the problem here, or is replacing a defective screen with another defective screen common practice now???
Posts: 4,550
Topics: 232
Kudos: 225
Blog Posts: 11
Solutions: 215
Registered: ‎01-21-2014

Re: Paying for a warranty on a product I haven't had...

Hello again, andrewz,

 

I realize our answer may not be the one you were hoping for; however, the subsequent service orders were not tied to the first one. As advised in my original post, this means the renewal was necessary in order to obtain service through us at no cost, and we would not be able to honor your request for a refund. From here, I would suggest visiting local store to pick out the replacement computer that we offered through your renewal of your Geek Squad Protection plan as soon as possible.

 

As a side note, please know I was forwarded your recent messages you sent to us through our Facebook page. Since it is regarding the same case here on the forum, we will not be replying to it, as we’ve already provided Best Buy’s answer. I apologize for any frustration this may cause.

 

Respectfully,

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