Manufacturer Warranties and Protection Plans

[cerulius]

I took my Mac laptop, which is under extended service plan, to my local BestBuy. They promptly diagnosed it as a corrupt hardrive that needed to be replaced, which they said they could do in 2 hours, but they had to keep approval from corporate to do the work locally. It took corporate 1 week to decide that they would NOT let it be done locally, so now it has been sent off to a repair center, which will take another two weeks. So instead of a few hours, I now have to wait 3 weeks. THIS IS UNACCEPTABLE SERVICE. If BB is looking to instill customer loyalty this is not the way to do it. 

Message Edited by cerulius on 10-24-2008 09:33 PM

Message Edited by cerulius on 10-25-2008 07:48 AM

[lingo250]

You will be extremely lucky if they do the work in 2 weeks, I sent my ps3 on 10/14, 10 days ago, it arrived at the post office on 10/21 and they have not picked it up yet. A course today is friday 10/24, so at the earliest they will pick it up is 10/27. So that's already 2 weeks and they haven't bothered to pick it up. I was hoping to get it either repaired or replaced in a reasonable time, but I doubt that happening now, as it looks like at least a month or more is in order. Good luck.

[Aaron-BBY Community Connector]

Hey cerulius,

 

While Best Buy® is able to perform a number of software services and computer hardware upgrades within its retail stores, many manufacturers require that any actual repairs be sought through a factory-authorized technician.  Unfortunately, as our store employees are not always authorized to perform repairs on laptops, you may be required to ship your computer to one of our off-site service centers for any kind of warranty work.  This applies to both the original factory coverage and Best Buy® Performance Service Plans (PSP’s).

 

Additionally, please keep in mind that a full diagnostic must be performed before any product may be shipped out for repairs.  Typically, diagnostics may take up to 1-2 business days, but store associates should contact customers once they have been completed.  Remember that Best Buy® does this to verify you still want the product repaired, as well as to offer you the opportunity to request or decline any additional services (such as data backup).

 

If this was not done or the process was not fully explained when you first brought in your laptop, I do certainly apologize for any inconvenience you may have encountered.

 

Thanks,

 

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.