Manufacturer Warranties and Protection Plans

[dada31]

Bought a brand new compaq laptop in Feb 2009 with all the extra warrenties. As of May 2009 everytime you would pick up the laptop it would shut down. Brought it in to Best buy the first time and they said they would have to send it away to the MAIN GEEK Squad and  take it apart to see if it was a loose wire. While in the mean time i would have to purchase a BRAND NEW laptop until mine came back and they would not charge me the restock fee when my other laptop came back to return the other one instead of just swapping out my laptop for a new one because it was a manfacturer defect and they have had the same problem with many others one. Now Nobody seems to know where my laptop is at or when I will get it back. Never in my Life will i purchase a product from best buy again.

[Sassums · Accepted solution]

How long has your computer been out for service?

It could be "In Transit" which really no one would know where it is.  For all they know it is going 90mph down the freeway in the back of a semi, lol.

[Entropy]

It was most likely sent to a Compaq service center and they're not giving GS detailed status.

You'd be toast no matter who you bought it from.

Not surprised to hear more of this coming from Compaq.  When I was in college I worked in the PC sales department of the campus store.  We weren't on commission and had no incentive to sell Compaq over any other brand, and based on our experiences with the brand we actively discouraged customers from purchasing Compaq units (to minimize the number of irate customers who came to bother us about the piece of junk we sold them).

Guess what - One of the few times we had a customer *insist* in a Compaq, it came back with a failed screen in just over a month.

[Elizabeth-BBY Community Supervisor]

Hi dada31,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days.

Thanks for posting!

[Allan-BBY Community Connector]

Hi dada31,

The store should not have told you that you had to purchase a new laptop while yours was being repaired, and can definitely understand wanting a working laptop right away after only owning this laptop for four months. We do give customers 14 days to return or exchange a laptop purchased from us in order to make sure it meets their needs, and to ensure that it is not defective. If a defect is found after our return exchange period your laptop would have to be sent out for service, and the repair should be covered by the manufacturer’s warranty or the extended service plan purchased along with your laptop.

Best Buy® stores do not have any laptops that they can loan to customers while their laptop is out for service and this is most likely why the store advised you to purchase another laptop while yours was out being repaired. Although we can’t exchange your laptop for a new one, I can offer to look into your repair and do what I can to expedite your repair. I am sending you a private message, and to check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[dada31]

I got my laptop back and its still not working and it is also damaged, it looks like they pried it open with a screw driver around the edge's. when i asked the store manager what they would do about it he said we have to send it off.

[Allan-BBY Community Connector]

Hi dada31,

I was not happy to hear that after finally getting your laptop back from service it wasn’t returned to you in the same condition you dropped it off in. The service center would be responsible to repair any damage they caused to your laptop, but unfortunately the store is correct that in order for the service center to repair the damage to your laptop it would need to be shipped back to the service center.

I don’t see that the laptop was actually shipped back to the service center yet. I would be more than willing to work towards a resolution in this for you. Just send me a private message if you want my personal assistance by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks,
Allan
Community Connector
Best Buy® Corporate

[dada31]

why would i let best buy take my laptop back after what they did . so they can damaged it some more. i need my computer for school

[Nokia]

It is your choice to send it back or not. However, without sending it back, you'll have to accept the damage done to the unit.