Manufacturer Warranties and Protection Plans

[rvill967]

I don't know who to contact anymore, so i will just post it here.

This long story begins with the first repair back in January 19, 2010. So i take it in because one day i opened the laptop and somehow the left charging port snapped at the same time. It still charged fine, but the charging port (and i think lcd hinge) was loose and a good bump would have broken it. I also noticed that the LCD had some specks in the middle that didn't go away after cleaning it with an LCD screen cleaner. The GS agent rang it up and gave me an ETA on the repair.

Exactly 2 weeks later i saw on the Geek Squad Service Information online that it was ready for pick up.

I rush to BB and pick up my laptop. I didn't have time to thoroughly inspect it, but the charge piece was solid as a rock and the screen was brand new. I get home and try to charge the laptop. The laptop's battery light usually turns solid amber when it's charging, but it did not turn on at all. Even Windows was reporting that it was running on battery power. So I wiggle the power cable and it starts charging. At this point I'm pushing the power cable forward so far that I was afraid to break it. I had to leave that night outside the country for personal business, so it was not logical to carry 5lb. paperweight. Remember that it was able to charge fine before I dropped it off at BB.

I return to the store on February 26, 2010 and was in a bit of a hurry, so i just told the GS agent the problem. I forgot to mention to him that I had previously brought it for a repair over the same part. In my opinion, I was not required to tell him, as this information should have come up when he was putting all the info on his computer.

A week passes by and I check online. It says "Estimate Pending" (3/06/2010). Now, I'm confused. I purchased a protection plan for the laptop, and even then it was still under the manufacturer's warranty, so how was i being billed for it?

I went to the store on 3/08/2010 and declined the $350 estimate. I did not have time to discuss the matter, so I called the store on 3/10/2010. This GS agent was very helpful and said that he would have his supervisor call the repair facility and tell them that they should not have to charge me since it was still under the Man. warranty, was under the PSP plan, and that it was also under a 30 day repair warranty (Straight from the GS website: "And we stand behind all our repair work with a 30-day guarantee."). He says to expect a call from the store within a week.

And now, the break is over, I haven't received any calls from BB and I leave to college in May. I really need to get my laptop back repaired by this month since its the only one i have and need it for college work. I would really appreciate any help that i get.

- Randy V

[Dorothy-BBY Community Supervisor]

Good afternoon Randy -

Ryan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to contact you.

[Ryan-BBY Senior Social Media Specialist]

Hello rvill967,

After reading your post, I can certainly understand why you would be frustrated with your computer repair at this time.  I wish that your computer would have come back 100% functional after your first repair.  It sounds like from what you stated your unit is having issues with the port so your computer is not charging.  It looks like your unit was sent to Sony and they will not repair that issue under your manufacturer warranty.  If this was caused by any damage to your unit, it would not be covered under your service plan either; however, I want to see what I can do to help.

I am going to speak with our local leadership to see what we can do to try and come to a resolution for you.  You should hear back from me within the next few days after speaking with them.   We will be in contact shortly!

Thanks for your patience.   

Sincerely,

Ryan

Community Connector

Best Buy® Corporate

[rvill967]

Thank you both for your quick responses.

I went to the local BB store today around 4:30 and asked them what was going on with my laptop. The agent looked up my service order and he said that I should have received an email in 03/21/2010. I never received an email that day from BB or GS I told him, but he showed me that the current status of my order is "In Repair - Product has been assigned to a Geek Squad Agent or a certified technician for repair or upgrade.". He still did not have a response from his supervisor since my call on 03/10/2010, but he put another note in my account or something like that. I said it was fine, as long as its in repair and I'm not charged for it. So, I left the store somewhat relieved that after almost a month its in repair.

Somehow, when I look up the service order status online it still states as "Estimate Declined - Customer declined estimate for repair or we were unable to reach the customer". Do the GS people receive the updates from the repair facility first, and then update it online? If so, how long does it usually take for it to show up online?

Thank you both for your fast replies. I look forward to your response, Ryan.

- Randy V

[rvill967 · Accepted solution]

Well, today I received a call from the supervisor at the local BB and requested to meet with me today.

He is a very firm guy, could have been the CEO of BB and would have fooled me to thinking it. Yet, he is compassionate and understands what I'm going through. We discuss the matter and agree on a resolution. I left the store today overjoyed.

I know none of this would have been possible without the great employees: the supervisor at the local BB 213 for resolving the issue, Dorothy for putting me in touch with Ryan, and last but certainly not least, Ryan for contacting the proper staff to help me in resolving my case.

Thank you all for your help  . This experience with BB has definitely won my business. I will happily continue to shop at BB.

I'll keep this thread open until I receive my laptop just in case some other issue arises.

Thank you both again. You cant imagine how great full I am of your help.

- Randy V

[starhelper2587]

Randy - 

Thanks for actually coming back and updating the community on your resolution ... and also for marking your thread as solved!  Clients rarely come back after their issues are resolved but you doing so goes to show how awesome the Community Connectors are!  Thanks again!