Manufacturer Warranties and Protection Plans

[alewis]

My grandmother bought me a laptop from Best Buy in November 2006 for school.  At the time of purchase the sales associate insisted that we buy an "extended" three year warranty.  This covers accidental damage, and anything the manufacturer's warranty didn't.  Before my grandmother purchased the warranty that was almost $400 (half of what the computer actually cost) she verified that it was a total of four years all together (that included the 1 year manufacturer's warranty plus the three year service plan warranty from Best Buy).  The sales associate insured that was correct so my grandmother went ahead and purchased the warranty.  When I got home with the laptop I immediatley started having problems with it.  The motherboard has been replaced TWICE, as well as the LCD screen, the battery and AC adapter, the fan (a couple of times) the DVD player...the list goes on.  I believe I was sold a lemon to begin with.  The last time I took it in to the Geek Squad made it the 4th or 5th time it's been in their office.  So about a couple of months ago I discovered the computer shuts off after being on for about 10 minutes.  The volume changes on it when it wants to and it gets so hot at times that it smells like something is burning.  I called Geek Squad to inform them of the situation and they told me I was out of warranty and that I had to pay almost $200 for them just to look at it.  I bought the computer again in 2006 and it is only 2010.  I was under the impression per the warranty that was sold to my grandmother that it would expire this year in November.  Instead it expired last year in Novemeber.  According to the "warranty" rules, when you purchase a warranty through Best Buy it voids the manufacturer's warranty.  So really I only had 3 years of warranty services vs 4.  Had I been told that the day the computer was purchased I wouldn't have spent that much on the warranty. 

After being very aggravated with Best Buy, I was told to contact the location where I actually bought the computer and they could help me.  I contacted them and was advised that they had a "no lemon" policy and after three times being in the Geek Squad they should have replaced it.  Keep in mind its been in there over 4 times.  My computer has never been replaced.   Now they are telling me they only have record of the computer being there 3 times, not 4.  But who cares.  I was told after the 3rd they should have replaced it.  So now I have a non working computer and Best Buy refuses to fix it.  I have been very unsatisfied with level of customer service that I will NEVER shop there again.  I keep getting told I am out of luck and I should have read the policies better.  Hmmmm...isn't it there job to disclose the "correct" information to me since they know more about it?  I am a paying customer who helps pay their paychecks.  The sales associate was in a hurry to make a sale so he did....and I got SCREWED!

Another reason I will not shop at BB.  I had a good friend get robbed right before Christmas and her BB credit card got stolen.  She is a very petite GIRL.  The GUY that stole her card bought a TV and went through the checkout and they never ID'd him.  So, HE signed HER name and walked out the door.  Once he realized the card went through he went back in and bought a laptop.  So he got away with a TV and a laptop on her card.  We called the police and notified them and then we went up to Best Buy to let them know they didn't ID him and his purchases were fraudulent.  The sales guy proceeds to tell us "they are like McDonald's....they don't ID customers who use a Best Buy credit card".  I have never in my life seen a $1500 compared to a $5 purchase when checking IDS.  We contacted corporated and they told her it was her responsibility to pay for the purchases.  Are you serious?  Needless to say, after months of fighting it they finally took it off but it shouldn't have even taking that long!

Very unhappy and will never shop there again!  Someone really needs to fix my laptop.  In fact, it needs to be replaced under your policy! 

[exquizite2]

I hope you have better luck than I did (see my previous thread).  Read all the terms over, save your paperwork, keep talking to different people and document, document, document is the only advice I can give you.  You might get smoeone who is more willing to help and/or is sympathetic to your situation.  I have not had any luck at all trying to get my laptop replaced with my PSP, so like you I am done and will never purchase their plan or another major purchase again. 

If you have your PSP number, the agents here might be able to pull up your history on the plan and I think there's somewhere online you can get a copy of your entire plan and/or see repairs made I can't remember.  Good luck!

[alewis]

Thanks.  They gave me a list of repairs the first time I called in but they only have record of three of them, not four.  I took it to the location I bought it at and had the motherboard replaced in it and when I moved out of state had to have it replaced again. So needless to say, they don't have record of it being replaced the first time.  Go Figure! 

I have everything documented and they have been reported to the BBB. 

[Dorothy-BBY Community Supervisor]

Good afternoon alewis -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you.  Thank you!

[alewis]

Do you know when I hear from Aaron? 

[clean9624]

It probably will be in the next day or two.  They try to do some research first about the situtation before getting with you.

[Nokia]

Response time is generally 3-5 business days.

[Aaron-GS Community Connector]

Greetings alewis,

I can imagine how frustrated you must feel to be encountering difficulties with your laptop, especially if you were unaware that your service plan coverage had expired.  Although I do not know why there would have been any confusion regarding the term or duration of your service plan, your disappointment is certainly understandable.

Please keep in mind, however, that our service plans run concurrently with the original factory warranty.  They do not void the warranty as you stated, but instead provide additional benefits that extend beyond the scope of the coverage provided by the manufacturer.  Additionally, remember that your computer would only qualify for a No Lemon replacement if one or more of the following conditions were met while your service plan was still in effect:

• Parts could not be obtained
• Repairs were deemed by the service center to be uneconomical
• The unit had accrued three previous qualifying hardware repairs and fourth confirmed hardware failure

The number of times you may have brought the laptop into your local store has no bearing on whether or not it qualifies for an exchange – parts must be physically repaired or replaced in order for any repair to count towards a No Lemon replacement.

I have sent you some additional information, so please make sure to keep an eye on your private messages.  You can check your private messages by signing into the forums and clicking on the letter icon in the upper right-hand corner of the page.

[alewis]

Aaron,

The confusion comes in to play because your sales associate specifically told my grandmother there was a 4 year warranty on the computer.  They mislead her in to buying the EXTENDED warranty, and like any other elderly person she did!  I have never in my life heard of this before.  I run two businesses myself and my motto is "My customers are ALWAYS first and HAPPY".  Keep in mind us customers are what pays your paycheck (including the $300 warranty that was purchased and wasn't utitlized in the length it was purchased for).  If you have angry customers how do you plan to stay in business? Or do you all not care?

As stated below you said "The number of times you may have brought the laptop into your local store has no bearing on whether or not it qualifies for an exchange – parts must be physically repaired or replaced in order for any repair to count towards a No Lemon replacement".  You sent me a message stating how many times it has been in for repair.  And all THREE that you have record of have had parts physically replaced.  They were unrepairable!  So yes, I am a bit confused because it shouldn't have been in there the first time and then weeks later in there a second time for the same issue (that you guys don't even have record of)!  I mean, this is ridiculous!  As said before, if it was fixed right the first time I wouldn't have to deal with this.  But my grandmother spent over half of what the computer cost for the warranty and I shouldn't have to come out of pocket on anything.

Now, this being the FIFTH time that I am going to take it in, the motherboard is about to go out AGAIN (for the third time) and the fan has quit working and the battery life is dead...AGAIN.  And you are telling me I have to pay for it.  If the motherboard is going out again for the THIRD time wouldn't you, as a consumer, think the machine was faulty to begin with.  I had a previous laptop before and it was ancient and the motherboard never went out!  So it is apparent that something is defective about this computer.  Put yourself in my shoes.  If it was your computer and your grandmother spent all that money on a warranty you'd want answers too.  Because I am sure you would feel as if some highschool kid took advantage of your grandmother just as they did with mine.  How do you sleep at night knowing this is how your company is operated?????

[gijoe066]

dont ever buy their extented warrenties or let them put the anti virus program in. it is a rip off.  the computer i bought has 34 infected files. i told them i had them put their anti virus in my computer. but they said they cant stop all viruses. they charged me 200 dollar. so if i kenw this why would i pay 89 dollars for their anti virus if it doesnt work, do i take their word that their virus didnt catch it. how good can their anti virus program be if i got 34 infected virsuses.l i might as well install a free anti virus on my computer. they dont tell you about this problem