Computers & Networking

[bigwasteoftime]

  Could someone/anyone please explain to me why when I purchased a Dell laptop from Best Buy I am not the registered owner of this laptop.

  I contacted Dell to repair my laptop display that was broken, a non warranty issue.  The service representative processed the repair and even took my credit card information.  But when he verified the address, it was Best Buys.  He then put me on hold and checked and told me the laptop was registered to Best Buy and I was told to call Dells customer service to have it changed.

  I called Dells customer service to get it changed and they told me that she could not because Dell and Best Buy had an agreement to keep the ownership in Best Buys name ???

  Ok, I paid for this laptop from Best Buy with my Visa credit card ???  It was charged to my Visa statement ???  I have made payments to Visa for this purchase ??? But Dell cannot help me with a non warranty issue because I am not the registered owner of it, Best Buy is ???

 Should I contact Visa and dispute this purchase since I am not the registered owner of this laptop ???  This is a non warranty repair, it should not have to be this difficult. 

  My guess, Best Buy wants to keep it registered to them so they can control the repairs made to the Dell computers.  Best Buy should match or beat the price, service and warranty that I was quoted from Dell but Best Buy was almost double the price.

  You think this should be against the law, I made a purchase and cannot get it repaired from the original manufacturer.

  Again could someone/anyone please explanation me how they can do this and get away with it.  Thank you in advance.

[Aaron-BBY Community Connector]

Hey bigwasteoftime,

Normally consumers can really only purchase Dell computers one of three ways: on Dell’s website, over the phone, or through one of Dell’s stand-alone stores.  As such, Best Buy ® formed a partnership with Dell to offer several of their products through your local Best Buy ® store and the BestBuy.com website as part of our expanded selection.  Part of the terms and conditions of this agreement was that any and all repairs sought under the manufacturer’s warranty would need to be addressed through Geek Squad ® technicians.  While Dell may be able to provide limited technical support over the phone – up to five minutes of basic trouble-shooting, I believe – Dell is generally unable to directly assist with any physical repairs on these units, warranty or non-warranty.

In most instances, Dell usually offers a transfer of ownership process that allows warranty coverage to be transferred from one owner to another.  Unfortunately, due to the special nature of this partnership, this process is not available for Dell computers purchased through Best Buy ®.

If this was not fully explained prior to your purchase, I do certainly apologize for any trouble you may have encountered.  Please keep in mind however that you may always bring your computer into your local Best Buy ® store for further service and support.

Hope this helps you out.

Agent Aaron
Geek Squad ® Community Connector
Go Ahead. Use Us.

Message Edited by Aaron-GS on 10-08-2008 02:45 PM

[DCNUTTER]

It helped me out. I'm in the same situation. I bought a desktop from Best Buy 4 days ago, and I'm still under the 14 day warranty period. I was not told about any extended warranty insurance purchase, and I was not aware that I could not get warranty service from Dell. I waited on the phone for 30 minutes tonight with Dell before a service technician took some of my concerns down with the Studio 540, put me on hold for over 5 minutes, and then came back on the phone only to be told he couldn't help me. He told me about the ownership ship issues, and he told me which is obviously incorrect according to your post Aaron that one I did the transfer of ownership that Dell could help me or replace the computer if needed etc. I told him the whole thing sounded like a scam since It would take the remaining time of my 14 day return policy to get the ownership transfered (This is a farce too...I agree. I bought it, I own it..Not Best Buy. I don't want to get stuff with a computer that doesn't work right out of the box, and now that I know I will have to pay higher rates to the Geek Squad for future warranty issues, I plan on just taking back my $1000 dollar defective computer this week. No more Best Buy, and definately NO MORE DELL. Thanks for the info...