Manufacturer Warranties and Protection Plans

[cfw4896]

Best Buy Corporate Office Headquarters in the USA:

Dear Sirs:

            I have purchased several laptops from Best Buy over the years with very good success. Each time I have bought the three year service plan. I bought an HP DV7-3065DX-TUR from  Best Buy on Dec 11th, 2009. I took it in to Best Buy in Plano Texas, 2800 N Central Exp a few weeks ago. When I was told that the only way that the Geek Squad would work on it was if I signed away all my rights, I was extremely upset. I signed that form after being told that I WOULD HAVE ACCESS TO THAT HARD DRIVE if as found defective. I have programs, some that I wrote myself, that I will not be able to replace on that hard drive. I had run the manufactures tests on that hard drive and found no problem.  The Geek Squad at the Plano store ran tests on the hard drive and they found no problem either. I agreed to have the Geek Squad fix any other problems with the PC. They now claim that the drive was defective and they therefore replaced it. I AM REALLY REALLY MAD!!!!! All I am asking is for Best Buy to return the hard drive that was in my machine. If the drive is truly defective as they claim, then I will be fully responsible.

I have worked in corporate IT for over 40 years. It was our responsibility to be customer friendly. It is the attitude of the manager at Best Buy inPlanothat it is my problem. Does he represent what BEST BUY thinks is customer friendly? I know that the staff that handles PC’s at YUM! BRANDS INC, have had some harsh words to say about GEEK SQUAD; now I know why. If the Hard Drive is not returned, I promise that I will never work with the GEEK SQUAD again and I will tell my company, my friends at other companies and customers to avoid Best Buy and the Geek Squad. 

 {Removed per Forum Guidelines}

[TheLexMachine]

Was it sent out for repair or was it kept in the store?

[cfw4896]

It was sent out for repair, I asked that the hard drive be returned as is, the person in the Plano store did not add that comment.

[Ryan-BBY Senior Social Media Specialist]

Hello cfw4896 -

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

[Justin-BBY Community Connector]

Hi cfw4896, 

I have never been through what you've described to us, so I can only imagine your irritation and disappointment about your HP laptop service repair. I know if I sent in my laptop (which also has pictures, files, etc) that I would also want my original HDD back as well. I'm sincerely sorry that you've been put through this inconvenience. 

After reading your post, I contacted both the Plano, TX store management as well as our Geek Squad service facility. I wish I could say one way or another how it will turn out, but as soon as I receive any word, I'll let you know as soon as possible through private message. To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.

Regards,

[TheLexMachine]

---

Justin-BBY wrote:

Hi cfw4896, 

I have never been through what you've described to us, so I can only imagine your irritation and disappointment about your HP laptop service repair. I know if I sent in my laptop (which also has pictures, files, etc) that I would also want my original HDD back as well. I'm sincerely sorry that you've been put through this inconvenience. 

After reading your post, I contacted both the Plano, TX store management as well as our Geek Squad service facility. I wish I could say one way or another how it will turn out, but as soon as I receive any word, I'll let you know as soon as possible through private message. To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.

Regards,

---

His experience is quite common amongst Best Buy customers. It is standard procedure to replace the HDD and bring the computer back to "factory new" whenever a computer is sent in with a problem. I know this having had my face kicked in by angry customers because of it and the Geek Squad repair depot never ever follows customer's wishes when it comes to their HDDs. That's why I made it mandatory that all of my Precinct agents make it known to all customers that any computer sent to the repair depot will not come back with files and software intact.

[cfw4896]

I can understand that customer's have cause problems. What I asked was that the hard drive not be replaced. I believe that a customer should be able to make this request.  If the hard drive to found to be defective and the customer requested that the drive not be replaced, that customer is therefore respossible for replacing the hard drive at their own expense. By making the customer reponsible for how the hard drive is handled would avoid this problem how and in the future. By setting a hard and fast rule is telling the customer, the person that paid for the extended warranty, that their rights are limited. To me, Customer friendly means considering what the customer wants. When I read the document that I was asked to sign, it reads as a legal document. We used to call this protecting your back side. Giving the paying customer the option avoids the problem and still protects Best Buy.   

[cfw4896]

I want to personally thank Justin for his efforts to resolve this problem. It restores my hope that Best Buy truly intends to remain Customer Friendly.

[cfw4896]

I just pick-up my machine, it is not back to "Factory New", The HARD DRIVE does not have the HP Image that the drive had when I bought the machine. It does not even have an operating system on it. I would not want for any of my customers to have a machine returned in this condition.

[Mbrguy Emerging Expert]

You shouldn't have received it back like this. Tht should have contacted you first and had you bring in the recovery software. Then they should restore the computer to factory specs with the discs you brought in.