Manufacturer Warranties and Protection Plans

[Pawnee]

I bought my laptop back in Dec. 2010 and have taken it in 6 times.  One time was my fault for spilling something on it.  I am so tired of having to take it in.  I just took it in a few weeks ago because of the screen cracking (this is the second time I had screen issues).  I was cleaning it and it just decided it was going to crack.  I have had to take the laptop in because of it shutting down and had to have that taken care of again with the screen.

I thought I was going to be given a repalcement or let me get a comparable computer.  Geeksquad chose to fix it again.  They have spent more money fixing the laptop than it is worth.  I was so upset, what happened to the lemon policy? 

I am having issues with it again.  I am so upset with the computer that I just want to throw it out the window.  It is once again shutting down on me, the wifi is now acting up, and it is starting to have other issues.

Do you honor your agreements or not?  I really have a lemon and Geeksquad says I only had 4 qualified repairs, the screens don't count.  I can't find that in my agreement anywhere and no one told me that when I purchased it.  I am glad that they do take care of it but enough is enough when things keep going wrong.

What do I have to do to get this agreement honored?  I guess I need to go to the news media and let them know, they love stories like this.

[hydrogenwv]

A Community Connector will be assigned to your issue and will be in contact in 3-5 business days afterward. The people who determine qualified repairs are the service center. A Community Connector can check your records and let you know where you are at, as far as qualified repairs go.

Usually, if you are up for a replacement due to the no lemon policy, they will junk it immediately instead of repairing it. This leads me to believe that you don't have 4 qualified repairs yet, or, possibly, this current time may be your 4th.

I'm not sure if/how accidental damage repairs are counted toward No Lemon, so I will let someone else clarify that aspect for you.

By the way, if the screen is cracking from trying to clean it, you are (most likely) applying to much pressure and are damaging it yourself. If it cracked on it's own, twice, while you were cleaning it, and that's the only time it has ever cracked, that's no coincidence. May I ask how you are cleaning the screen? Hopefully an LCD cleaner, a microfiber cloth, and a soft touch. 

[Ryan-BBY Senior Social Media Specialist]

Hello Pawnee -

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

[hydrogenwv]

Oh, and just to clarify, to be eligible for a No Lemon replacement, you have to have 3 qualified hardware repairs and be in need of a 4th.

[Pawnee]

When I took it in to be fixed I asked what would happen since this would be the fourth time something has happened.  I was told that they had to see if it the cost of it would be worth it.  I don't understand that because it has cost them way more than the computer now,

When I went to pick it up I asked why I was not given a replacement and the geeksquad rep looked it up and said that I only had 4 qualified repairs. 

As to the screen, I have never had an issue with a screen cracking when I cleaned it.  I spray the cleaner on the screen and then wipe it with the cloth that comes with the cleaner.  The other time I had the screen fixed was due to a pixel issue.

[Aaron-BBY Community Connector]

Hi Pawnee,

Like hydrogenwv mentioned, only service center technicians have the authority to determine whether or not a product qualifies for an exchange under Geek Squad Black Tie Protection.  It’s important to keep in mind, however, that accidental damages addressed under GSBTP coverage do not count as qualifying repairs.  The following do not count as qualifying repairs either:

• Software services (ex: data backup, data recovery, virus removal)
• Routine maintenance
• Cleanings
• Diagnostics
• Replacement batteries or AC adapters

Additional details can be found in your plan documentation or the sample brochure available on our service plan website.

If you have not already done so, I’d encourage you to bring your laptop to the repair counter at your local Best Buy store.  Once there, simply send me a private message with your new service order number and I’d be glad to see what can be done to assist you at that time.  You can send me a PM by signing into the forum and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[Pawnee]

I sent you a private message about returning the laptop and getting the service order number.  I have yet to hear back from you.

Thanks