10-12-2008 01:11 PM
Last Nov. 28, 2007, I purchased a $999 Toshiba laptop at my local Best Buy. About two weeks ago, the optical drive tray got stuck, half in and half out. It wouldn't budge.
At the time of purchase, I also bought an extended ($149.95) warranty, which I was told would cover accidental damage to the computer (if it was dropped or liquid was spilled on it).
When I took my computer in to that Best Buy Geek Squad, the employee forced the tray completely out of the computer and said that they could not repair the computer there--it would have to be shipped back to the manufacturer, since it was still under warranty. He said there might be a fee, because they might consider it damage not covered under the warranty. I told him I had purchased their extended warranty to cover damage--even though HE was the one who pulled the tray out--right in front of me!!
He got on the computer and told me that the warranty I had purchased was NOT the one that covered damages--but, simply an extension of the manufacturer's warranty!!
That WAS NOT what was explained to me, by the clerk who sold that warranty to me!
But, being stuck with a now damaged computer, the Geek Squad employee told me that the computer would be shipped to the manufacturer and they would "probably" fix it with no questions asked. And they would call me, if there would be a charge involved.
One week later, I get a call from a Geek Squad number in KY (502) area code. The employee tells me that my damage is NOT covered under the warranty and the price for labor and repairs will be: $911.03!!!!!
I asked to speak with his supervisor, Tom Gallagher, who informed me that they had assessed the laptop as having been "damaged" and that the price and labor the other employee had quoted me was correct. It would NOT be repaired under the warranty.
I told him to ship it back to me, immediately, unfixed--that a quote to repair that PART of the computer--when it was nearly the total cost of the computer was ridiculous and GOUGING.
After I got off the phone, I remembered that the Geed Squad employee at my local Best Buy had informed me they were sending my laptop back to the MANUFACTURER! The Geek Squad service center in Ky. did NOT manufacture my Toshiba laptop.
I called Toshiba myself. The customer service rep told me to get my laptop back, call them back and they would pick up my computer and repair it at NO CHARGE, since it IS still under warranty!!
I then called my local Best Buy back and spoke to the Geek Squad manager (allegedly), who told me their policy was to send repairs to an authorized repair shop--which just happened to be a branch of their company!
He appeared sympathetic to my dilemma and agreed to waive the $37.95 shipping fee!!!! A fee which was NOT mentioned to me, when the original employee took my laptop to send it for repairs!!
What the heck is going on at this store? This MUST be a corporate policy. They are essentially committing fraud, every step of the way, regarding under warranty repairs.
I am sending a letter to the Attorney General of the state of Florida and a registered letter to Best Buy corporate headquarters, as well as Toshiba corporate headquarters (to make them aware of the Best Buy/Geek Squad policy that is attempting to CHEAT customers out of service that is suppose to be provided free of charge).
Best Buy will NEVER get another DIME from me--nor any of my friends and family!
10-18-2008 05:07 AM
Hey Boycott- From what it sounds like the person who rang you up probably told you about the accidental coverage but mistakenly rang the standerd coverage. Accidental coverage does not cover obvious neglect. If they ruled obvious neglect you should tell them that the Geek Squad agent forced out that tray.
As far as the whole manufacturer/service center snaffu....All Best Buys send their damaged product to Service centers around the country. Sometimes employees get that mixed up because they dont actually see where it goes.
Best Buy honors their service contracts if you get the right one....You can get a copy of fine print service contracts at any best buy store, or ask a seasoned employee
10-20-2008 01:36 PM
I’m sorry to hear about the problems that you’ve been encountering with your computer’s repairs and Best Buy® Performance Service Plan (PSP) coverage, but there are a few things that should probably be explained. First of all, based on the description of the problem that you provided, it sounds as though there may have already been a non-standard defect in the laptop prior to it being seen by your local store. Non-standard defects will generally include issues such as minor impact damages, and normally cannot be repaired under either the manufacturer’s warranty or standard PSP coverage.
Next, there is often a significant difference in price between standard coverage and PSP w/ Accidental Damage from Handling (ADH) coverage. While standard two-year PSP coverage for your laptop would have cost $149.99, PSP w/ ADH coverage on the same model would have cost $249.99. Unfortunately, we are unable to extend the benefits of this coverage if it was not included in the original purchase.
Last, please keep in mind that whenever our repair technicians determine that repairs cannot be completed under either the manufacturer’s warranty or PSP coverage (or no hardware faults are found), Best Buy® does reserve the right to charge a flat-rate fee for the diagnostics performed by our stores and service facilities. These fees typically cannot be waived, though management staff does have the ability to do so at their discretion.
Again, while I’m sorry that we were unable to meet your expectations, I’m glad to hear that you have been able to work out a solution with Toshiba.
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