08-25-2011 01:57 PM
I brought my macbook to Apple about a year ago and since I was about a week and a half outside of warranty, I had to pay for the repair (bad RAM). Of course, I didn't complain because I understood that I was outside of warranty and also because I had actually read the warranty and knew what was covered and what was not.
And yes, this was a Mac that was purchased at the Apple Store.
08-25-2011 02:04 PM
I definitely will take careful consideration before making any future purchases.
Thanks; I understand that the terms and conditions are what they are. I really do understand that. The problem is that I was mislead and unfortunately mistreated based on my experience in-store. Had I been given an accurate description of what these terms and conditions included, then obviously I wouldn't have purchased this plan, and perhaps would have been more careful about where I placed my MacBook. When you are guaranteed "peace of mind", placing a $2300 dollar piece of equipment on the top of a heavy oak bookshelf shouldn't necessarily be an issue.
While Best Buy can't change the terms of the contract that they have with The Black Tie, I still believe they have an obligation to their customers; you know -- the people who keep them in business.
This thread probably won't change how things are run at my local store, it probably won't change my situation.
However, this thread CAN change the opinions of those considering extended service plans or shopping at Best Buy entirely. I also hope it can change how store associates provide information to their customers based on the terms and conditions.
I'm sure you've had nothing but wonderful experiences with Best Buy, and I'm happy for you -- I really am. You also seem well-versed in policy, terms and conditions. That's great!
Unfortunately my experience is not the same as yours, and I think others should be aware of that as I consider myself the average consumer.
I'll keep this thread posted on how things progress in the future. Thanks.
09-07-2011 09:08 AM
Just wanted to update everyone on the situation...
...and by update, I mean it's been 2 and a half weeks and I haven't heard a word from Best Buy, Geeksquad or otherwise. It's alright I suppose; I already bought new equipment. Just waiting for my broken MacBook to come back from repair. I went to the store a few days ago to ask about the status. The GeekSquad employee there said it was pretty much out of his hands until he gets it back from service.
I was told 3 weeks, so I'll wait till the end of this week and see if they even bother to call or update me. I won't hold my breath though. This wouldn't be the first time I've been lied to as you can see by this thread.
Great to know that your solutions are to do nothing. Once again, keep it classy, Best Buy.
09-13-2011 08:03 AM
I just wanted to take the time to update the situation.
I was contacted by the Operations Manager at our store and since my MacBook couldn't be fixed and it had been over 3 weeks, she told me that they would be able to get me store credit. Idealistically, it would have been nice given my situation for that to have happened sooner than later, but as I told her, I already bought another Mac, so store credit was the best option anyway.
She was wonderful in helping me, and to Best Buy's credit, the situation was at least remedied.
I actually bought something from another Best Buy with the store credit I received and I was told it would be in the next day and ready for pick up, but upon coming to pick it up, they said it wouldn't come until the 20th...
...haha -- what can you do, though?
I think no matter how well a company is run, it's going to be the people that interact with customers on a daily basis that determines that brand identity.
This whole ordeal was a huge headache and inconvenience, however, I do understand policies are in place because companies need to make money. I'm just glad that it was resolved and it's over with, so thanks to Best Buy for that -- however, I really am on the fence on if I'd ever go back for any major purchase after all this.
Thanks for all the help from the mods here as well as those contributing to discussion.