Manufacturer Warranties and Protection Plans

[jvan84]

I purchased a brand new HP DM4-3055 laptop at the Best Buy West Hollywood in CA on March 16, 2012. 

I opened it and used it for three days before going to Europe. 

I arrived in Europe, opened the computer and it said " Boot device not found.  Operating system could not be located."

 I called Best Buy, HP, and Geek Squad to try and get it fixed. I went through the diagnostics with Geek squad for hours. They said I had to ship it or bring it back to the US to have it fixed. 

April 25, 2012: I return to the US. and bring my laptop to BestBuy. Because it is just over the 30 day warrantee, they say I cannot return it and they cannot fix it.   

Upon opening it I find that the screen has a line across it. This is the second time I traveled with the laptop, and put it in a protective case. BestBuy says that if I get a new screen, they can fix the operating system and screen for $150. 

I order a new screen  ($130) for my new laptop ($691) that has barely been used. 

May 2, 2012: I receive the new screen and drop it off at best buy.

May 7,2012: I get the laptop back. The screen is fixed; the laptop is not. BestBuy says that they cannot figure out what is wrong with the operating system. They would need more money to see if they can get it fixed. Also, the harddrive doesn't work. They cannot do anything about that either. 

May 9, 2012: My computer is nothing more than a paperweight. I have sunk almost $1000 into it and it has never worked.   BestBuy why didn't you:

1. Tell me about your international protection plan?

2. Bend your 30 day policy to actually help someone who really needed it?  I explained the problem I was having with the computer a week after purchasing it and I said that I would be out of the country until the end of April. Would it really have been that hard to say, "yes, we believe in customer service and would like to help you get this resolved. We will extend our 30 day policy for you"?

I desperately want to return this computer and get my money back. Is there anyway that is possible? 

Has anyone else ever encountered such bad luck with a computer? 

[Mbrguy Emerging Expert]

The computer does come with a 1 year manufacturer's warranty through HP.  If you are unhappy with the repairs at Geek Squad, you can go directly through the manufacturer instead of a middle man for repairs.  

The 30 day "warranty" is merely a return policy, not any type of warranty.  The warranty is through HP.

[Ryan-BBY Senior Social Media Specialist]

Hello jvan84 -

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

[Douglas-BBY Community Connector]

Hello jvan84,

Welcome to the forums!

You’ve had terrible luck with this new computer and I’m sorry that we haven’t been able to get it running just right for you yet.  It does look like there might be an issue with the motherboard according to our diagnostics.

We wouldn’t be able to exchange your computer for you at this point as parts have been replaced due to damage. If you have any questions or concerns about possible repair options, please feel free to let me know.  I’ll be glad to touch base with our local Geek Squad team to make sure we explore all of your options with you.

Regards,