Manufacturer Warranties and Protection Plans

[Diss-satisfied]

In January of 2011, I bought an HP desktop computer for a little under $1,000. I paid $259.99 for four years of Geek Squad Black Tie Protection.

I need a minor repair on my computer, the replacement of two USB ports on the front of the tower which are physically broken. It appears that a small module containing the ports could be easily taken out and replaced.

I initially called the Best Buy where I purchased the computer and was told the it would have to be shipped off for repair and it would take about three weeks.

I called Geek Squad's main number and was informed that they may be able to have the part fixed in my home if I pay a $129 home-visit service fee. So . . .  I think, if my computer can be repaired at home, why cannot I take the computer to the store, have them order the part and then take the computer back when the part comes in?

I spoke to the Geek Squad technician at the store where I bought my computer and asked why I could not bring the computer in to the store, have them order the part, and then I could bring the computer back when the part is in.  I was informed that would not work because this is a part proprietary to a couple computers and they cannot order this particular part into the store. They are able to order many other parts in-house.

I rely on my computer for business, on-line classes and volunteer work. To set up an old laptop or borrow another computer for three weeks is possible, but will require a great deal of work and hassle.

Now, perhaps the $259 spent for the BTP wasn't a total waste of money. There are still almost three years left and I may need it later, hopefully for something that can be fixed in the store.

However, I will probably not go back to Best Buy for a computer or an extended warranty. And I will ask many questions of whoever I do get a computer from.  In addition, since this part is one of a few they cannot order, I will be more careful in choosing the brand of computer I purchase and, though I've been a long-term user, this is the last HP for me.

[Xanthis]

As with anybody who requires their computer for daily life or everything will collapse around them, it is always recommended that they have a backup computer. That is just smart business.

In regards to being able to have repairs done in store, the store is only authorized to do particular repairs. Unfortunately your repair is not one of those. The part is not sold in stores, so it cannot be ordered to a store for repair.

Any brand computer that is on the market today will have a number of ports built in to the case, and have the same repair process for it.

[Ryan-BBY Senior Social Media Specialist]

Hello Diss-satisfied -

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

[Mbrguy Emerging Expert]

You state that this is the last HP that you will buy. I wouldn't go that far because this is NOT an "HP issue", this is a "having a computer issue". ANY manufacturer can have the same problems that this one did so I wouldn't take this as a problem with HP computers.

[Diss-satisfied]

I do have a backup computer; however, that should be for when my regular computer has catastrophic issues, not when it requires replacement of a small module that it appears I can buy online for $32.55.

It would seem to me that in the interest of customer service and even the bottom line, it would be best for HP to make the repair parts available for Geek Squad to do the work.

[Diss-satisfied]

I'm not sure whose issue this is, but as I mentioned to Xanthis above, it would seem that if I can buy a part online for $32.55, Geek Squad should be authorized to order the part and fix the problem. This seems like bad business on HP's part if Geek Squad is not permitted to fix an issue like this without sending the entire unit back to HP.

You state you used to work for Best Buy as a Geek Squad Agent. I wonder why you no longer work there.

[Mbrguy Emerging Expert]

I no longer work there because I found another job where I make more money.

[Douglas-BBY Community Connector]

Hello Diss-satisfied,

I’m sorry that we aren’t currently able to offer you a good in-store repair solution. We do need to send most hardware repairs to our regional service center for a full diagnosis and repair.  I know that that the three week wait is too long for you on a problem like this and I appreciate your honest feedback. We’re constantly trying to build a plan that is workable, affordable, and ultimately offers value to our customers and your input is critical.

I hope that your computer is working well enough for you to continue to run your business. Please let us know if we can help you repair it and if you have any other questions along the way.

Regards,