Manufacturer Warranties and Protection Plans

[m12ryan]

A little less than a year ago, my original MacBook ended up getting a crack on the screen. The repair cost was going to be way too much, so I decided to invest in a MacBook Pro. I bought a MacBook Pro from the Best Buy at Rochester Hills in MIchigan with the Accident Protection Plan because, given my previous experience with my last MacBook, I wasn't willing to take any chances.

Earlier today, my laptop was dropped and the screen ended up getting badly damaged  (Which was horrible because I paid $49.99 for the Incase Hardshell Case, only to have that get away with only a chip). I took it in to the Best Buy at Rochester Hills, talked to a very friendly and polite Geek Squad employee and was told that, chances are, they'd have to replace the MacBook Pro. However, because it's the holiday season, it could take up to four weeks.

Overall, I am completely impressed by how all of this was handled. I usually buy some type of warranty with Best Buy and they've saved me a lot of money when game systems have broken down, video games act up or when iPods break.

Now, people that have had a similar experience to mine; will it actually take four weeks to get my MacBook Pro back? I only ask because everything I do is through my MacBook Pro, and losing it for that long would just stink. Also, who do I spam with phone calls to learn the status of my MacBook Pro? In addition, what should I expect from this point on? Will I get any phone calls about my damaged product at all? Is there an approval process on whether my product can be repaired or will be repaired?

Thank you all in advance for your responses and thank you to Best Buy for taking my money, selling products that are hard to resist and for giving me years of excellent customer service.

[AaronE]

From this point the store will be UPSing your computer to Geek Squad City which is located near Louisville (which is also a large UPS shipping hub). These packages usually arrive pretty quickly because of it being near a large UPS shipping hub. From my location in NW Indiana most things arrive in 2 shipping days. Now the holidays can delay it slightly.

Once it receives it will be routed to one of the teams which handles Apple computers specifically. They'll likely check the part cost for a new topcase/panel assembly and if it is economical to fix the machine will repair it. Once they fix the obvious damage they'll also run diagnostics on the machine to make sure everything else passes ok. At the successful completion of that it will be boxed back up and sent back to the store. Upon arrival at the store they'll check it out and call you.

If the computer is deemed uneconomical to repair you'll get a call from someone at Geek Squad City letting you know that.

[AaronE]

Also, typically I see broken screens on the pro models repaired rather than replaced but that's simply anecdotal.

[Ryan-BBY Senior Social Media Specialist]

Hello m12ryan-

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

[m12ryan]

Thank you Ryan. I look forward to hearing from Doug.

[Douglas-BBY Community Connector]

Hello m12ryan,

Thanks for your patience while our agents do what they do best!  While repairs can take up to four weeks depending on what parts are available right on site and which ones need to be ordered (and a variety of other factors), the vast majority of repairs turn around in about 2-3 weeks.  I just checked your computer and it looks like the display was fixed and it has gone out to UPS today for shipping.  I've sent you a private message with the tracking information, so please check your private messages by clicking on the envelope icon in the upper right corner of the page.

Once the computer arrives at your local store, you should get a confirmation call from one of our local agents.  Let us know if you have any questions along the way.

Cheers,