Manufacturer Warranties and Protection Plans

[Mbrguy Emerging Expert]

Based on the story, I'm hoping that the manager will be able to make an exception and replace the laptop.  Either that or Douglas-BBY will be able to contact the service tech when the laptop arrives back at the Service Center and have them authorize a replacement.

Good Luck.

[awais_487]

@CrystalWoW 1st qualified repair????? are you out of your mind? so you want to say that they can screw it up everytime they send it back after repair and i will just have to send it back for repair if i find another problem, and this iteration can continue for years, I will be without a laptop after spending $1700, and that will be still the FIRST QUALIFIED REPAIR. i got it from your first post that you are a paid horse running for BestBuy, but if i didn't say it the first time it doesn't mean i don't know it.

[Mbrguy Emerging Expert]

Unfortunately, a Redo repair counts toward the original repair.  It does not count as an additional 'Qualified Repair" under the No Lemon Policy.  This is what CrystalWoW meant by her post.  And she no longer works for Best Buy but she still has her knowledge of how the policies work and is still capable of helping answer other's questions on here.

[awais_487]

@CrystalWoW, i am sorry for my words. but all this repair process is driving me crazy. I loved to do business with BestBuy, and i don't wana lose it, but this whole thing, i just didn't expacted.

@Mbrguy, I don't know if Doug is going to come back to this thread or not, i have to take this laptop to bestbuy today in the evening. i hope something better comes out of it.

[awais_487]

Hmmmm so took it back to bestbuy tonight, they tested the laptop, and acknowledged that this will be the 3rd hardware repair, unlike what CrystalWoW said. I don't know why would she make this stuff up, that these are the redos of first hardware repair. While none were redos, first time video card was changed, 2nd time screen was changed and this time some thing with the circuit or battery looks wrong. They acknowledged that this is the 3rd hardware problem and I told them as the screen has some dust which I was OK with before, but now I want that to be cleaned too or screen to be changed. And they also gave me a laptop temporarily to work on.

[Mbrguy Emerging Expert]

It may be the 3rd hardware repair, but not all repairs are considered a "Qualified Repair" that would count toward the "No Lemon Policy".  

To be considered a Qualified Repair, at least one non-consumable hardware part would need to be replaced in the computer and by that repair, the computer is fixed and back to the normal functioning state.  If the problem persists and must be sent back to correct the problem, or the repair brought forth another issue, the repair would be considered a "Redo" and would count as the first repair since the computer wasn't repaired to a proper functioning state the first time.

Redo repairs are not considered a Qualified Repair that would count toward the No Lemon Policy.  This is why CrystalWoW stated what she did and she was specifically talking about qualified repairs, not just the number of repairs the computer has had.

All in all though, the person who would determine how many "Qualified Repairs" your product has had is not CrystalWoW nor the Geek Squad Agents in the store.  The Service Technician at the Service Center is the person who determines which repairs count toward the No Lemon Policy.

Though I have just explained what the criteria is for a "Qualified Repair".  If you have any other questions on this subject, post them here.  I'll try to answer them to the best of my ability.

[awais_487]

Well they said initial 2 repairs are both Qualified Repairs, and if this one turned to be due to a hardware failure then this will be the 3rd, and on the next problem we will see if its a hardware failure or not and if it is then you will get a replacement.

looking at the issue my laptop has, that pritty much is a hard ware problem, and is not related to the battery, but some circuit, which is tripping and making the laptop to crash, but lets see what it actually turns out to be.

But as you said service guy is the one who has to say they are qualified repairs or not, then let's see what they say when i will send it back for 4th repair, looking at the hardware issues with this laptop, which i am sure is very soon to happen.

[awais_487]

Geek squad service guy called me today and said he can't re-produce the problem, so he is going to replace the power adapter, battery and reflash the laptop. hmmmmm and one bonus happiness that he gave me was that, "when you used your laptop, did any blue screens appeared on it (BSOD is what he was talking about)." and i was just listening with a strange feeling, like someone is kicking, beating, punching my favorite thing and I can't do anything, but just bear with it. I used my laptop not for hours, but for days, straight. and no blue screens appeared on it, never. come'on it was just dead pixels issue and is being dragged to lengths by this geek squad repairs. i guided that geek squat service guy to reproduce the issue but he kept on saying no, nothing, everything looks fine, if you don't have any other issue then i am going to send it back to the best buy store after flashing. i told him to wait, i am going to the best buy store and will give them a written paper, with steps to perform to reproduce that issue. and then i had to run the best buy store. and they sent those steps to the service guy. my goodness everything is turning into such a big nightmare.

[awais_487]

Well, I got my laptop back tomorrow, with alot more scratches on the outer side of top lid, so definitly Geek Squad isn't a good service. They changed the Motherboard for shutting off problem, and changed the lcd screen for the dust showing inside the screen. So every physicial component inside this laptop got changed in all 3 repair processes except the battery, dvd drive and hdd. So if anything happens to these parts, its pretty easy to replace them with the new ones. so best buy NO LEMON policy is a lie. Your accidental can work if your laptop outer body gets broken along with some internal components. but No lemon policy, nah nah. i don't see it working for us customers, thats just a fancy customer attracting trap. I don't see any one from geek squad managed to help me in the resolution of this issue, and i don't want your help anymore as it turned my life in a nightmare, and i dont' want that anymore. I spent a handsome amount of money to buy a laptop + accidental warranty, and ended up with a laptop in which every component got changed, scrachtes every where on the laptop, and all my passion for using this laptop is ruined.

[CrystalWoW Community Veteran]

Again, the no lemon policy applies after 3 qualified hardware repairs with the need for a fourth. You have 1. The no lemon policy works just fine when you qualify for it.