Manufacturer Warranties and Protection Plans

[awais_487]

I bought an Asus G73SW laptop at best buy 11 months and 10 days ago and bought accidental with it, now two dead pixels appeared on the screen of the laptop, so what’s my best option, return it before the end of 1 year of my purchase, or wait and take it after 1 year?

I will preferably like an exchange as this laptop acts weird some times. Every time when I close the laptop lid to let it go to hibernate mode. It’s hard disk or fan will start a big noise for almost 30 seconds and then will hibernate. which makes be worried something is going wrong with it or what.

some times when I open the lid to start the laptop after being in hibernate mode for a while, when I press power on button it will go back to hibernate mode in the middle of starting process. This happens very occasionally though.

It also some times slows down alot, mostly when i am watching the movies.

Any help will be really appreciated.

[Mbrguy Emerging Expert]

Just take it in whenever you can. Whether it is before or after a year won't make any difference.

[awais_487]

When i was buying the laptop, that guy told me that accidental will kick off after 1 year, before that laptop manufacturer warranty will be in effect. so does laptop manufacturer replace the item for these issues?

[Mbrguy Emerging Expert]

Black Tie starts at purchase. After the manufacturer's warranty expires, Black Tie expands to also include what the manufacturer covered.

[awais_487]

Thanks, taking it today, let's see what happens there.

[awais_487]

Wowwww, until now just heard the stories that how bad BestBuy protection plan can be, or how bad BestBuy can be with dealing with its customers when it comes to protection plans. I just can’t believe this; my laptop came back yesterday and geek squad called me to pick it up, I went to the store asked for if everything is fixed and lady on the geek squad counter read me a note from the tech lab who fixed it. Note was saying “video card changed all problems fixed”. Why on the earth will you change a video card to get rid of the dead pixels? I freaked out by the note and quickly switched on the laptop, the lady was insisting me, sir please sign this paper and you are good to go. I told her no, let me check something, then I have to see some SSD drive to put into this laptop, and I had to buy Sony camcorder (mine, my wife’s and my baby’s 1st birthday is just a few days apart  all in April, but we will be celebrating that on one day as a huge party, and I want to capture those moments) after that I will definitely leave. Well after system switched on I clicked on my account, boom my password was removed, without even informing me. Windows started after throwing a bunch of error messages. There were scratches and traces of using screw drivers and hard stuff on the body of laptop (Anyone who has these laptops knows about how beautiful body this laptop (G73Sw) has, and now it had those marks right on the right side of the touch pad.. Windows were looking so screwed up, and what is that, all those dead pixels still sitting on the screen. I was almost freaking out. I asked her what is this, what did they fixed? She was like hmm yeah dead pixels are still there, let me send it back to them again. Wooo ho ho ho, lady wait a minute. After all this, and screw driver scratches and traces on the laptop, do you think I want this thing back, and I will wait for a second round of SUPER tech support. She called her manager, then he told me that sorry we can only send it back to repair we cannot replace it, we have run out of warranty claims. Now what the h**l does this mean. If you have a limited number of warranties on a product then why on the earth you sell more than that (of course for money, stupid me). I left the laptop there and told him, I don’t want this. Do whatever you want to do. They said ok we will send it and send along an email telling them to junk it, and if they accepted we will proceed from there, and we will send that email to you too in an hour. It’s next day and no email. And geek squad paper they gave me as recite, is saying that problem still there, need to replace the screen. Why were that idiot telling me that we will send it back by saying junk it. While sending a note to fix it. I don’t want that junk any more. I have made a lot of purchases from BestBuy in last year, I was going to make a lot more. I buy accidental with each thing I buy from BestBuy. But now I am sorry, I don’t think you deserve a second chance. After all this hassle I went to the camera section looked up a couple of camcorders, but I was so upset that I didn’t wanted to buy it from there. I have to go again today and give them some real stuff they have been missing in my talks, and I am not going to stop it there, I will make sure none of my friends and family buys anything from you, you foul player.

[Ryan-BBY Senior Social Media Specialist]

Hello awais_487 -

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

[awais_487]

Waiting.....

[Jimmienomam]

Normal response takes 3-5 days. Just so that you aren't expecting anything earlier

[CrystalWoW Community Veteran]

2 dead pixels are not covered by the plan which might explain why the service center didn't do anything to fix them. Sounds like they may have found other issues while it was out, but the plan requires 3 dead pixels within a half square inch or 5 anywhere on the screen to do a repair. The cosmetic things you mentioned are also not covered under the plan.