Manufacturer Warranties and Protection Plans

[hbarton88]

One month and 4 days ago I purchased a Lenovo V570 laptop from Best Buy. Yesterday, the computer would no longer turn on. Called Lenovo, attempted to troubleshoot the problem with no success. Now, I have to send back a computer that is only ONE MONTH OLD.

Before I purchased my computer, I did extensive research on the brand, and, of course, having had good experiences with Best Buy in the past, thought it made sense to make my purchase at Best Buy. All of the customer comments about Lenovo and my computer specifically, were quite good...before I bought the machine. Now, having had this issue, I've gone back to look and see what people are saying. Can you guess? All of the one-star reviews on your site are saying the same thing as me. Computer was great for a month or less, and now won't power up. They're also saying how much trouble they're having with Lenovo customer service. Lenovo says they'll have my computer for 7 business days. That's what they tell everyone. I'm sure that when they determine what's wrong, they won't have the part and I'll be waiting weeks, just like everyone else. The fact that I am going to be without my BRAND NEW COMPUTER for weeks, is making me sick.I have obviously bought a defective computer.

While it's not Best Buy's fault that my computer is defective, I am very unhappy with the fact that I have no recourse whatsoever. Since my purchase is outside your return/exchange window, even though the defective nature of the machine is no fault of mine, I now have to "hope" that I get back a machine that will actually work for more than a month. Lenovo is not willing to extend my warranty. They're not willing to give me a new machine...even though I've only had it ONE MONTH.

The reason why I am contacting Best Buy is that I have a problem with you not supporting your customers in a situation like this. Read the reviews on your site. See the problems that are popping up. If you are willing to sell a particular brand of computer, you should be willing to take care of issues that arise after ONLY ONE MONTH. I have always come to Best Buy to purchase my electronics in the past. This is one of the most expensive purchases I've made, and I feel like I'm being laughed at...by you and by Lenovo. I feel like a sucker for buying their product, and for trusting that you actually care about your customers. Why would anyone want their BRAND NEW COMPUTER to have to be repaired? Why should I expect that? If I had wanted a refurbished computer, I could have bought one...for a lot less money. But now, that's what I'm going to get.I think someone needs to seriously look into this problem with Lenovo. They have a faulty product that they're selling, through Best Buy. And since your return policy doesn't allow any flexibility at all, I'm stuck with a computer that I'm scared to death, will break again...and again...and again...I'm a middle school teacher. I need a reliable machine. I don't have money or time to waste. Please help to make me feel like I'm not being taken advantage of.

[AaronE]

Are you a reward zone premier silver member?

Did Lenovo have you unhook the ac adapter, pull the battery and hold down the power button for about 10 seconds? Then put the battery back in and plug the ac adapter back in.

I haven't seen many of these Lenovo models come in for service. 

[hbarton88]

Yes, OF COURSE they had me do that.  The reason you're not seeing these come in for repair is that Lenovo is requiring us to send them back to them at OUR expense.  Then, they don't have the parts in stock, so I get to wait longer.

Please check the recent reviews on your site to see that this is NOT an isolated incident.  The reason, I presume, that Lenovo doesn't have the parts to fix this problem is that they're seeing this problem so much, they can't keep the parts coming in fast enough.

Also, Google "Lenovo Class Action", and you'll see many complaints very similar, if not identical to mine. 

[Ryan-BBY Senior Social Media Specialist]

Hello hbarton88 -

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

[AaronE]

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hbarton88 wrote:

The reason you're not seeing these come in for repair is that Lenovo is requiring us to send them back to them at OUR expense. 

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We can send the computer out to our service center for you so it wouldn't cost you anything. Our service center can service Lenovo computers purchased at best buy under the manufacturers warranty.

So I would see them coming in for repair if it were a wide spread issue.

[Douglas-BBY Community Connector]

Hello hbarton88,

It sounds like you’ve had trouble getting support for your computer. No one expects their computer to malfunction in the first few months, let alone weeks; it’s easy enough to see how you’d be frustrated.

While we aren’t typically able to replace computers outside the return period, we have come a long way in the last few years in increasing our repair support. We have agents who are certified repair technicians for most of the brands we carry at our service centers and agents in store to help you troubleshoot. As AaronE has said, we’d be glad to take a look and do what we can under the manufacturer’s warranty. Just bring you computer and receipt into your local Geek Squad desk and our agents should be able to take it from there.

Let us know if you have any other questions along the way.

Regards,

[hbarton88]

The computer is supposed to be back here tomorrow. I don't have my hopes up that it's actually going to work right. Future problems will be dealt with at best buy. Then, when it's time, I'll buy a computer from a company who actually wants repeat business.

[hbarton88]

The computer came back today, with scratches that weren't there before.

And, I do have a question.  The hard drive is supposed to be 750 GB but, upon booting up the computer, it shows 628 GB free of 653 GB total.  What's the deal?  Just before the computer broke, I had noticed the same thing had been the case.  

I understand that some space is lost when disks are formatted.  Everyone online says on a 750 GB hard drive, it will show 698 GB. So why does mine only show 653?  A loss of 97 GB?  Really?

[AaronE]

Keep in mind that in addition to a 750 GB HDD not showing 750 GB once formatted (and the whole base 2 math vs base 10 math issue) that the manufacturers usually put a recovery partition on the drive and sometimes have built in diagnostic utilities on the drive as well. These additional partitions won't be visable in explorer.