Manufacturer Warranties and Protection Plans

[DJSengineer]

I purchased an HP DV5 AMD laptop in late July w/ ADH PSP along with a 22" LCD, HP Docking station and other items. It began to "BSOD" right away and was told to reinstall the OS from the partition drive. I was told that since I run ProE and Solidworks, the system will likely bog-down and no resolution to the BSOD is a probability!

After reinstall of the OS as well as all of my programs, the computer blue-screened much more frequently. At this point I brought it in to Best Buy for a professional diagnostic review. Since I didn't back-up the drive at that time, I took the comp home and backed-up my critical files. I returned a couple days later and dropped-off the system for the "free" diag. This did not indicate a virus or hard drive issue - so the resolution was to again reinstall the OS from the partition drive. Hoping the issue would be resolved by reducing the number of CAD programs on my system and reinstalling the OS - I gave it a whirl.

BSOD every 45 minutes and no functional software installed. My laptop has now become our kid's wordprocessor.

Now, the CD drive has come loose and the mouse select buttons have become an issue. At this point I returned the POS to Best Buy for repair. I just picked it up a couple days ago - CD drive appears to be replaced, the mouse pad keys don't appear to be fixed (I cannot verify this as I have no OS on the computer!) The hard drive was aparrently replaced - and since I didn't give the squad a recovery disk, their service is considered fulfilled. I asked the squad manager how I should proceed from there and he said I'd have to call HP and "beg" for a replacement recovery CD. I asked him why he wasn't able to replace the system and bundled sowtware that came with it, he said that "BY LAW", he was precluded from putting software on the computer. This struck me as almost comical and was able to have him further explain that he must have a copy provided by me, not Best Buy. I asked him if he thought that the laptop was being given back to me in a condition better than that dropped-off, he snickered and said that the repairs made to the unit should make me happy because they summed-up to a considerable amount. He then said that he'd be willing to put a basic Windows version on the computer, free, but that it would not do much since it wouldn't include any of the drivers specific to the computer.

Was that some sort of consolation prize? What about the "BY LAW" statement earlier.

Anyway, I got home and contacted HP and let the nice gentleman in Bombay hear my issue. He has a shipment currently being FedEx'd and I should receive it 12/31. Once I receive it I will be dropping the system off with the squad for them to verify that the computer is in fact repaired. Is so, I will be pleased - but not happy. The lack of ownership and responsible actions of the Geek Squad team will be ingrained for some time.

I will follow-up with a post indicating the outcome just so everyone will know the tribulations I've encountered and ask that the Best Buy team research how future customers can positively impacted through the knowledge of my issues. Our country is in for a stormy ride, let's all work together to ensure that we are all better-off when prosperity returns!

[bbelnap]

I don't know about the "by law" garbage, but I do know it would be impossible for Best Buy to keep all recovery discs for every machine they sell. I think they hide behind the "by law" because they don't know any better. Ask to see the applicable law - they won't be able to provide it. Maybe the Mods here know?

The snark was inexcusable.

For what it's worth, it's not hard to get the discs from HP. I was able to get a set of discs from them at no charge from the HP online chat fairly easily. HP laptops allow you to burn one set of recovery discs but my set was broken. I explained that the recovery disc burn failed, and that I wanted new ones. They told me it would be $15. I replied they should have come with the computer especially since the DIY ones didn't work, and the chat rep comped them.

As to the mouse button issue, load a distro of Ubuntu to see if the mouse works. If not, take it back.

After three qualifying service repairs (e.g. seperate sevice visits with individual receipts) the no-lemon policy of the PSP should kick in, and you'd be entitled to a new machine. Keep the service receipts! They're required to prove your case. It looks like you've got two - not sure if the OS counts.

Good luck. I've usually had good experiences with Best Buy, but came here because of a really bad one. I'll help if I can and am anxious to see how yours turns out!

Message Edited by bbelnap on 12-31-2008 12:26 AM

[Matthew-GS Retired: Community Advocate]

Welcome, DJSengineer!

It is a relief to know that you backed up your files first – a smart move. When a HDD is about to fail, diagnostics are not always an exact science and it is also a good idea to be prepared through regular backups. I liken HDD failure to earthquakes – we may see signs that help us predict a hard drive will fail but not precisely when disaster may occur. Hopefully the recovery disks arrive today or soon and Geek Squad® can help determine if the mouse button issue is related to software or hardware and appropriately address the problem.

Before I offer assistance, let us examine some common assumptions. First, it would be impractical for every store to maintain and update all recovery disks for every single model ever sold at Best Buy® when the manufacturer is best poised to provide proper disks for their products. Furthermore, not all computer manufacturers provide recovery disks in the box thus implying that customers need to create and retain these disks or contact the manufacturer for a new set. Second, using your own recovery disks avoids any possible risk of copyright and licensing infringement, and more importantly, ensures that we save you time (and perhaps money) by using an installation disk which includes all the software and drivers for your specific model. Simply put, it is a matter of convenience and accuracy. Finally, your local Geek Squad® Precinct can elect to reinstall your Operating System as a courtesy in the event your hard disk drive (HDD) was replaced under warranty or Performance Service Plan (PSP). Perhaps it would be wise to test the computer for several days before installing ProE and other software. I used to be a system administrator for several engineers and so I understand this software’s specifications. I can advise you better once you specify the full model number or SKU.

I will be happy to take ownership of your issue and discuss further, but since we do not collect personal information in the public forums please reply to my Private Message. Just click the envelope icon near the top right of this thread and let me know how I can be helpful.

[bbelnap]

I agree that it's impractical to keep recovery discs for every computer, but the copyright and licensing claim is dubious - at least with Windows machines. For years now the OEM license key for Microsoft OSes have been attached to the machine. All Best Buy would have to do is keep one set of discs for each Windows OS and use the key on the bottom of the machine.

[DJSengineer]

Here's an update:

I received my OS disks from HP (a day before the promised delivery!!) and reinstalled to what looked to be my original install state. The CD drive worked fine but the mouse buttons have not been repaired. I dropped-off the computer again for repairs. I asked the tech for specifics on what was fixed - Hard drive replaced, CD drive replaced, and top plate replaced. I don't know what a top plate is but it obviously isn't "mouse buttons". My question now is how did the computer get diagnosed properly with no OS to verify that the components originally listed as problems could be checked.

I will now have to wait for the Mouse issue to be fixed. I need my computer!!!!!

What credentials do the techs that fix computers have? What level of service is capable? Should I have delivered the system to HP for proper repairs?

I'll respond to the Best Buy Rep with a couple other concerns at this point.