03-10-2012 11:16 AM
I thought I'd try communicating my concerns and request for help following failed efforts with calling 1-888-BESTBUY and emailing customer service.
My HP Photosmart wireless printer is currently at the Best Buy Store G3660 Miller Rd., Flint MI 48507. The printer is a replacement I received on 8-1-11 for one purchased in July 2009 (covered under BTP) that couldn't be repaired. When I left Best Buy on 8-1-11, I was told that although BTP was expired it would be covered under the manufacturer's warranty for 1 yr. The printer was without a box/packaging, warranty card, and receipt -- other than the paperwork related to the replacement.
The replacement printer stopped functioning properly after using it less than a dozen times. I took it to Best Buy for repair on 2-29-12. I talked with 3 different people, first dealing with the fact that I didn't have a receipt for the replacement printer (only the paperwork for the replacement and the receipt for the original). The last 2 people (David and Mariah) at the GS desk dealt with the no receipt issue, confirmed it was covered under warranty and completed paperwork for it to be sent off.
On 3-1-12 I received a message from Ms. Cook asking for the receipt. I attempted to return the call and was connected with GS agent Aaron. Aaron apologized about the message from Ms. Cook and said, "She wasn't aware of what we're doing (sending it off under manuf. warranty). He assured me he'd address it with Ms. Cook, send off the printer as agreed upon with no cost/deposit. Ms. Cook called about 45 minutes later. She acknowledged my call with Aaron and asked for the receipt of purchase. She told me it was required for warranty work. I told her how I was never provided with one, only the replacement paperwork. Ms. Cook said it was covered under the manufacturer's warranty and that I should deal with HP directly. I told her how I attempted to do so, how I was informed I needed proof of purchase and referred back to Best Buy. I requested that Best Buy deal with HP as it was the Best Buy Service Center that gave me the printer. Ms. Cook said she'd consult with the manager Chris.
On 3-2-12 attempted to reach manager Chris. Spoke with GS agent John and relayed info from call with Ms. Cook. John repeated what Aaron said about Ms. Cook not knowing what the plan is. John said he'd convey my concerns to Chris. Chris called about 15 minutes later. He informed me that he believed there was no warranty, manufacturer's or otherwise, that it was a unique situation leading to confusion and inconsistent information from agents. He said the warranty was fulfilled when I left the store with the replacement printer. He told me he "escalated" the matter to corporate and would get back with me.
On 3-6-12, I returned a call to manger Chris. He informed me that corporate responded and that there was only a 30 day warranty on the printer. He offered to send off the printer for $34.95 to get an estimate of repair. He also offered to make me a deal on a new printer. I expressed concern about the misrepresentation of the warranty coverage I received both at the time of replacement and when I brought the printer in for repair -- how the paperwork was completed for repair under the manufacturer's warranty. I asked if there was contact info for corporate and Chris referred me to 1-888-BESTBUY. I called and after 45 minutes of holding and transfers I gave up.
On 3-6-12, I emailed customer service and only received an automated response related to general repair questions. The email instructed me to call 1-888-BESTBUY.
I'm asking that someone on a corporate level consider the concerns I've presented regarding repeated warranty misrepresentation and authorize Chris/my local BB Store to complete the (no cost to me) repair or replacement of the printer I was provided with on 8-1-11.
03-10-2012 11:50 AM
03-12-2012 03:45 PM
03-13-2012 09:15 AM
Welcome to the forums!
I'm very sorry for the confusion that's taken place over your HP printer issue. Although I wasn't able to find your replacement HP printer's purchase information, I was able to find your recent service order, and have already shared your experience with our Flint, MI store management.
I must agree that it appears that your coverage terms were fulfilled upon receiving this replacement HP printer, but I also understand your point of view. As soon as I have feedback for you, I'll let you know via private message.
04-09-2012 08:52 AM