Manufacturer Warranties and Protection Plans

[ohmymew]

Asus Laptop / Intel® Core™ i5 Processor / 15.6" Display / 6GB Memory - Lake Blue

Model: U56E-BBL5 | SKU: 2712418

This laptop features embedded WiMAX 4G mobile broadband (service contract required) for connection to the Internet without wires and a 640GB hard drive that provides plenty of space for photos, videos, music, documents and more. Windows 7 Home Premium installed Learn more.Intel® 4G WiMAX chipset built in for Internet access to go at next-generation mobile broadband speeds. Learn more about WiMAX. Wireless service plan required; sold separately. WiMAX service not available in all areas.Learn more about Intel® processors. Information provided by Intel.

 4.2 Read reviews (26)

Sale: $649.99

So this is kind of a long story, so bear with me.

It all started when I bought my laptop. I got the floor model because it was the last one left (which was my mistake). A few days later I discovered that the webcam wasn't working. So I brought it back where Geeksquad then informed me they had to ship it out to the service center. I got my laptop back a few weeks later. However, about a week later, I found out that the person who repaired my laptop somehow broke the clip that secured the bezel to the cover. However, I couldn't bring it back right away because I had school. Fast forward to about two months later and I brought my lapotp in yet again because I cracked my LCD screen. While there, I informed my local Geek Squad precint about the loose bezel. They said they would let the service center in Louisvill know (where the laptop was being shipped to) know so they could fix that. I come back about three weeks later. My LCD screen is fixed but it appeared to be that Geek Squad completely neglected to fix the loose bezel. So I had to ship the laptop back yet again because someone at the service center didn't bother to do their job correctly and make sure everything was fixed in their supposed "final inspection".

It has now been two weeks since my laptop has been shipped out. I have school starting in about two weeks. The Geek Squad center in Louisville has been waiting for my parts to come in for 10 days now and everytime I ask to try and figure out what's going on, all the people at Geek Squad say is that "We're sending the escalation and trying to get it fixed. We have no control over what's going on." This is the worst customer service I've ever been given in my entire life. All I want is my laptop back but I don't because someone screwed up and didn't bother to make sure everything requested was fixed. It seems like no one is willing to go and figure out what is going on with my laptop and what is happening to my parts. What am I supposed to do when school starts and I have no laptop? How am I supposed to get my work done?

[CrystalWoW Community Veteran]

They probably didn't fix the bezel as it is cosmetic. I doubt they just forgot about it or didn't check it. Since it went back as a redo and they are ordering parts, it sounds like they are going to repair it but honestly most repairs average 2-3 weeks if not a little longer. They escalate it to see if they are going to be able to get the part or just replace it if parts aren't available for some reason. They are correct that there isn't much they can do but send these escalations to try to resolve the issue.

[ohmymew]

Thank you for replying.

I don't think that should matter. It was put in the request to properly fix the bezel. They should fix regardless of whether or not it's cosmetic because it's their job.

I understand that most fixes take about 2-3 weeks, if not longer, but 11 days to just to get parts? Something is going on here. No matter who I talk to, they just refuse to try and help me find out what is going on with my parts. If they're in the warehouse and they just haven't opened the box yet or the delivery got lost (which I hope hasn't happened).

Point is, I just need my laptop back before school starts and it seems like no one is willing to help make that happen.

[wk]

From what I've come to understand about BB from a lot of people talking about BB's customer service is that A) they say they are going to fix the issue which rarely happens and B) that they are always blaming either the repair center or the computer's manufacturer or they find whoever it is easiest to blame at the moment, so that they have no responsibility what so ever for the products that they sell.

wk