Manufacturer Warranties and Protection Plans

[asacake]

I don't understand why Best Buy makes it so difficult to fix a laptop with a known issue.  Like everyone else who has complained about the Lenovo V570, my laptop is not even four months old and the power (lights, fan, everything) won't turn on.  But when I bring it in, I'm told that because I don't have the extended warrenty through Best Buy, they can't fix it for me.  This would be fine for an isolated case or if some accident had caused the damage, but Lenovo ran out of replacement parts fixing this whole batch of computers. Best Buy sold a faulty product. This is the fourth laptop I've purchased from Best Buy and it will certainly be the last after this experience with their customer service.  I was treated like an idiot who didn't do enough research when purcasing a laptop (back in December when the product still had rave reviews and before they all turned into bricks). Even if I hadn't done a great deal of research, I would expect a company to take responsiblity for stocking bad merchandise. 

[CrimsonRain]

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asacake wrote:

But when I bring it in, I'm told that because I don't have the extended warrenty through Best Buy, they can't fix it for me.

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Did you bring it into a Geek Squad Precinct to have them send it out for service? If you did, then I don't understand why they were unable to repair or replace it under the manufacturer's warranty if the parts are not available. Perhaps Best Buy's contract with IBM Lenovo is different than most of the computer manufacturers they normally deal with? I don't know.

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asacake wrote:

Best Buy sold a faulty product. This is the fourth laptop I've purchased from Best Buy and it will certainly be the last after this experience with their customer service.  I was treated like an idiot who didn't do enough research when purcasing a laptop (back in December when the product still had rave reviews and before they all turned into bricks). Even if I hadn't done a great deal of research, I would expect a company to take responsiblity for stocking bad merchandise. 

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How would have Best Buy known that they were stocking a bad product such as a computer? As you stated, the computer had rave reviews during its release. Retailers can't exactly test a product before selling it because it would be way out of date by then. Computer models are usually refreshed every 2-6 weeks at Best Buy. This is why manufacturer's cover their products with a warranty (1 year in the case of most consumer level computers). Why should a business be on the hook for the faulty product of another? If anything, the business is on the hook for the duration of their return and exchange period. If the product is defective, then they would glady swap it out for you. Anything after that depends on what kind of warranty coverage you have. In your case, you are still covered under the manufacturer's warranty so they should be able to repair or replace your laptop at no cost to you.

[Ryan-BBY Senior Social Media Specialist]

Hello asacake -

Aaron from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Aaron-BBY Community Connector]

Hello asacake,

I’m not sure why the associates at your local store wouldn’t have offered to send your laptop out for service, but I certainly apologize for any difficulties you may have encountered as a result!  It’s been my experience that products under factory warranty are generally approved for an exchange if replacement parts aren’t available, but only service center technicians have the authority to determine whether or not this is necessary.

If you haven’t already done so, I’d encourage you to return to the repair counter at your local Best Buy store.  Once there, simply send me a private message with your service order number and I’d be glad to see what can be done to assist you at that time.  You can send me a private message by signing into the forum and then clicking on either my signature or the letter icon in the upper right-hand corner of the page.

[Dub82]

I bought a Lenovo V570 three months ago. It stopped working yesterday with the same symptoms you described.   I also researched this issue today and there are dozens of reports of this laptop failing in the last 1-3 months.   I did not get more then 12 weeks work out of this machine. 

Now I will be without my laptop for 2-4 weeks.   As Hbarton88 pointed out in his message we are being ripped off!  

[deusexmachina Valued Contributor]

If you are upset with the quality of your Lenovo, I'd suggest talking to Lenovo/IBM...I'm not sure what you want a retailer to do for you.

On a side note, look up any brand/type/model of computer and you'll find people who have issues with them.

[rb43]

Hi, I just bought one of these today.  It has a manufacture date of mid March 2012.   Am I going to have an issue ?    Should I go back to the store tomorrow and buy some kind of extra warranty, if so, which is the cheapest one ?