Manufacturer Warranties and Protection Plans

[sweets2381]

My computer was initially sent out in November to repair various issues, when it came back (after my warranty had expired), there was an issue with the power cord and/or battery that was not there previously and they also did not mark down that they had fixed anything that we had asked them to fix initially, though they did say that they fixed the battery cover which was never something I had an issue with. Geek Squad sent the computer back to get the battery/cord issue taken care of, supposedly as an expedited "re-do." When I received the computer back, a month later (normal processing time), the screen was busted up. I had to take it back to Geek Squad and they had to send it out again to fix the computer as a re-do. The Geek Squad agents said that it should've been sent out as a "no lemon" previously due to the various issues that were repaired on the computer before this situation. So they send it out to be examined as a no lemon and it was rejected because it was past the warranty date, however the initial time that it was sent out was prior to the expiration of my warranty and the only reason it was sent back twice (and why I haven't had my computer in nearly three months), is because my computer was damaged in transit-two different times. I talked to the Geek Squad guys in the store and they thought it was ridiculous to reject the no lemon and that since the initial service order was prior to my warranty expiring, that it should have been honored. He told me to contact corporate and that they usually give you the benefit of the doubt. I called, but of course every time I told them what was going on, they would give me a new excuse and I would retort again and they'd say another excuse. The customer service supervisor offered m a $30 giftcard for the inconvenience and I said that wasn't going to help. During this conversation, he accused me of ruining the power cord/battery when I took it home after the first repair and said that I should be grateful that they even fixed it at all considering my warranty was up. Then I asked him whether it was reasonable to ask someone to turn on and thoroughly inspect their computer before taking it out of the hands of Geek Squad. I said that apparently they don't have much faith in their repairs, if customers are supposed to thoroughly inspect every computer before leaving the store. He said that if I got a computer back in working condition, then what was the big deal? Well, the big deal is that you're rejecting my replacement (of a replacement of a replacement) due to the warranty expiring which isn't reasonable.

Additionally, I've had my computer for 3 years and it hasn't actually been in my possession for around 8-10 months of that time due to various repairs. About 6 months after purchasing the first computer which had XP, I was given a replacement but had to get one with Vista, which I did not want at all. Then a few months after I received the first replacement (it had a ton of issues-some similar to the first computer) and they replaced it again with the current computer that I have (after one year-I had three different computers). Prior to purchase, I researched computers for hours and talked to several Best Buy people to ensure that I was making a good choice by buying a  high end Sony Vaio SZ series, which at the time was one of the lightest laptops that Best Buy carried and one of the most fully loaded as well. It turns out, that wasn't the case-each replacement has been in the same series and has given me nothing but trouble. On top of that, I spent $2600 on the computer (including tax and warranty), which is more than double what my monthly income is as a graduate student. My laptop is also critical to being a graduate student as I must be on campus and participate in research meetings with a computer. I also teach classes and need the computer for presentations etc. During the first year of ownership, I had to purchase a used desktop in order to have some sort of reliable computer to use. During this three year period, not having my computer for 20-25% of the time that I've had it is just unacceptable, but this last debacle just put me over the edge. If I was rejected the no lemon because of my warranty expiring because it was sent out to be fixed due to damage that they did, then I just don't understand. The Geek Squad guys at the store know my face by now, which is pretty sad, and they agree with me on everything. I don't want to harass the store because they've been great, it's really not their fault and I don't want them to take a loss in any way. If anyone has contact information for anyone in corporate or regional managers, please let me know as going through the 1-888 number and being on hold for 20 minutes to talk to a supervisor who clearly doesn't have customer relations training, is not the way to go about getting this resolved. Thanks in advance.

[Dorothy-BBY Community Supervisor]

Hello sweets2381 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you.  Thank you!

[Justin-BBY Community Connector]

Hi sweets2381,

I can only imagine how troubling it must be to have your Sony Vaio computer constantly in service while you need it for your studies and job.  After reading your post, I know I would be equally as concerned as you are if I experienced a similar situation.  I will do my best in answering any questions for you. 

First, I want to apologize for everything you’ve been met with through your Sony Vaio’s series of service repairs.  In order to clarify most of your concerns, is to look deeper into our Geek Squad® Black Tie Protection plans and service repairs, namely the “No Lemon Policy”.  When your Vaio is sent off to our service centers, only our technicians can decipher the root issues and make the necessary repairs, to determine whether qualifications are met for replacements are justified.  Your Sony Vaio must have 3 certified hardware repairs, and a 4th diagnosis performed (throughout your plan’s coverage) to be eligible for a replacement under the No Lemon Policy of our Geek Squad® Black Tie Protection plan coverage.  Qualifying repairs are hardware repairs where a technician physically repairs or replaces hardware components like a motherboard or LCD screen, CPU fan, DC jack, etc; not just accessories like batteries or power adapters.  If you have any additional concerns or comments on coverage plans, you may view a sample here. 

I’m glad to hear that the store has risen to the occasion in providing friendly customer service to you through this clearly time-consuming repair.  I understand your position that this Sony Vaio, is the 3^rd replacement computer you’ve received, and that through the recent years, you’ve physically had these Vaio’s in repair a quarter of the time.  Additionally, I appreciate your patience and reaching out to us for assistance.  However, after taking a look into your service history, you do not meet the guidelines of receiving a replacement.  I hate being the bearer of bad news, but if the service technicians deny your request for No Lemon, you would not be eligible for a replacement.

If you have any further views or concerns to address, feel free to reply to this topic or send me a private message by logging into your account and clicking the link in my signature bar. 

Thanks for posting,