Manufacturer Warranties and Protection Plans

[Aaron-BBY Community Connector]

Hey again m4tt,

Before assuming that there’s anything wrong with your computer or DVD drive, I would strongly recommend returning to your local store for further assistance. Best Buy® offers O/S reinstallation as a standard service whenever our technicians replace a hard drive, and there may be a number of advanced settings that need to be adjusted before your computer will boot from a recovery CD. Should the DVD drive ultimately prove to be defective, however, I would be glad to further assist you at that time.

Thanks,

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

Case #: 56826539

Message Edited by Aaron-GS on 01-29-2009 04:17 PM

[m4tt]

This is what i hate about best buy... The DVD player is bad. look at my first post. i sent it in 3 times last year and it never got fixed. It will not read a disk. This was to be addresses in the last 2 attempts but was not it was not that bad of a problem until they replaced the hard drive. The store did attempt to reinstall windows But THE DVD DRIVE IS BAD.

I'm sorry, But this level of service is what I come to expect from best buy. I get one person to tell me some thing and a sea of people behind him echoing the same thing.  I believe that best buy employees have no idea what is going on and that they follow a small repair list to try to fix computers. step1 replace mother board, step 2 replace everything else, Step 3 scratch head and look at floor, Step 4 send PC in to be replaced!  I now know this from  expercience... I have seen it in action!

I think that Maybe the problem is me. Maybe i don't speak the correct language..

Try this.

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I Should get just as far with that as i have with English!

[peachez44]

I know what you mean about bad service, I took my pc into bestbuy for the geeks to look at and they charged me the 35.00 for just looking at it and they said it was the ethernet and they had to send it to Kentucky for service, well that took a week and they never called to say it was back and when I called i got hung up on twice, the third time I reached the geeks and they had it for 5 days and said oh it is fixed, yet when i brought it home it wasn't fixed at all and they charged me 130.00 for them to change memory instead of changing the ethernet and that wasn't even the problem, I took it to another place and my operating system was corrupted, you would have thought the geeks would have figured that out.

[JamesMargerum]

Mr4tt,

I know exactly what you are talking about.  I purchased a Sony DVD/VCR Recorder at the Best Buy store located in Philadelphia in Feb. 2008.   This December the VCR portion failed to work properly.   I returned to the store on 12/13/08 as I had purchased their service warranty also.   At that time they assured me that the turn around period for repair would be two (2) weeks.   Needless to say, after two weeks I had to begin calling to find out the status of the repair.  After my persistence,  I was able to contact the store and they assured me that the item was back in the store repaired.   This was on 1/8/09.   To my surprise  they could not tell me at that time what ]was wrong with the VCR or what they did to repair it.  I then took it home and found that the item had not been repaired.   I returned to the store and complained and they assured me that they would send it back to the repair center and expedite the repair.   I patiently waited for another two (2) weeks and when I called them on 1/28/09, I was told that the item was at their repair center and it had arrived there on 1/17/09.  I guess they consider this expediting (8 days).  The store manager agreed with me that this service was taking to long as I have been without my item for a period of approximately 7 weeks now.   That he would look into this matter and see if they were going to repair or replace the item.   He advised me that he would let me know their decision within 48 hours.   Needless to say, I never received another call from him.   I then went to the store on this date, and at this time was advised that they now sent the item back to Sony to see if it can be repaired.   He could not give me a time as to how long this would take.  I do not believe that they had the stupidity to attempt to repair the item in the first place as it is obvious that they have no idea as to what they are doing.   I do not know if Sony with honor their warranty at this time as Best Buy has now twice tampered with the item.  I have contacted the Best Buy Customer Service Department and they are not helpful at all stating that I have to deal with the store management.    At this point I am going to contact the Better Business Bureau and lodge my complaint with them also.   I will never buy the service plan with Best Buy again  for as far as I am concerned it is useless and their repair service is incompetent.    

[Elizabeth-BBY Community Supervisor]

Hi JamesMargerum,

I've asked Dorothy, one of our Community Connectors, to review and respond to your concern.  You should be hearing from her shortly.

Thanks for your continued patience,

[m4tt]

Good That some one get's help... GOOD LUCK! Still no word om my laptop.

[Dorothy-BBY Community Supervisor]

Good afternoon JamesMargerum -

Having a unit malfunction on you can be frustrating, however waiting as long as you have to obtain repair can only add to that frustration.  While I do apologize for the lengthy wait, rest assured that I am here to help you find out why the delay is happening.

I would like to speak further with you on this matter, so please watch your private messages for additional communication.  You must first ensure you are logged into the forums, then click the envelope in the upper right hand corner to read your private messages.

Thank you!

Dorothy

Community Connector

Best Buy® Corporate

[m4tt]

Great best buy has told all the lies they can think of So they have skipped over me all together!

[Blake]

same basic thing happened to me.  I hate best buy and will gladly by straight from the manufacturer from now on.  Apple Computers, Gateway, HP, ect... will start to love best buy after everyone figures out they are scammers.  I hope they follow in Circuit Citys footsteps. 

[Aaron-BBY Community Connector]

m4tt,

I’m sorry to hear of your continued disappointment with this repair process and follow up regarding the status of your laptop concern. I understand that you feel your DVD player is defective; unfortunately, we cannot repair or replace hardware components under Performance Service Plan (PSP) coverage or our store warranty if technicians are unable to verify a defect. If neither your local store nor the repair facility was able to replicate the problem, the DVD drive would not have been replaced. Additionally, our stores require both the computer’s recovery disc(s) and a functioning AC adaptor to reinstall Windows – they cannot do so if either one was not provided.

I have confirmed with your local store that you opted to reinstall Windows yourself, and that this service was never requested of an in-store technician. As such, your computer was shipped back to Geek Squad City so that Windows reinstallation could be completed. Once again, tests will be performed to ensure full hardware functionality. I also understand that Teresa in our Consumer Relations department has already spoken with you on this issue, so I would strongly encourage you to continue working with her if you are still in need of any additional assistance.

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

Case #: 56826539