Manufacturer Warranties and Protection Plans

[mxwong]

Last year I purchased an Apple 15'' Macbook Pro two weeks before the newest one came out with a performance plan with accidental damage. A month ago the computer was having some problems so I figured I would just have it looked at. I was never thinking that the computer would be replaced and I was in love with my computer. It took about 6 weeks for the computer to be tested and they finally came back and said that it is "too expensive to fix" so they said they will send me another computer. When I went to pick up the computer they gave me a 13'' Macbook Pro. When I asked them why the computer is the smaller one the manager quoted "computers change rapidly and we only match PERFORMANCE and SCREEN SIZE is NOT PERFORMANCE". I was a bit upset by this so I called around to other Best Buys in my area (Bellevue WA) including the Bellevue store. When I questioned the Geek Squad about this they all said that if the computer is in stock they match it up the best they can. Then I asked will they replace the computer with one with a smaller screen...they all said NO! I understand that computer technology changes but that computer was $1900(15'') and the one that they replaced it with is $1499(13'')...that hardly looks the "same"!!! The computer was purchased just for surfing the internet so the bigger screen is what i should have since that is what i originally purchased. Bellevue, WA Best Buy has consistantly given me problems and I continue to still be a customer...WHY!!! Thanks ~Michael

[Nokia · Accepted solution]

You are completely right. You should not have been given the smaller model as a replacement if a 15" was avaliable and did not exceed you original purchase price.

[mxwong]

the replacement plan manager at the Bellevue store said that the monitor is not considered in performance. she said it first goes by processor and amount of ram. there was a 15'' model available at the time but she said that since the 13'' was faster then i would have to get that computer. the 13'' is $1499 and she said i would have to pay another $300 to get the 15'' back. I paid $1900 and the new one is $1700. The computer is still in the box because I was too upset to open it and was just considering purchasing another 15". The other Best Buys agree'd with me that I should get the 15". What should I do??? ~Michael

[Nokia]

First of all, don't open it. Second, go to a different BB that agrees with you. They should be able to post void the entire transaction and allow you to get the correct model.

[mxwong]

Thanks for your help! I got the computer switched out for the correct one. It turns out the manager (Carissa) only handles the paperwork. The store manager and somone from the Geek Squad were very understanding and got the whole thing fixed.

[Nokia]

Excellent. Glad to hear it.

[ava1bb]

YAY!! So glad to see they took care of you.