Manufacturer Warranties and Protection Plans

[pock3trock3t35]

I bought a laptop from bestbuy 1.5 years ago, and purchased the 2 year protection plan on the date of purchase.

A couple weeks ago, my laptop was acting slower, and one day I tried turning it on and it would not. (didn't start up properly).

So I try using the recovery discs (that I created earlier) and try to do system restore, only to get an error code.

I go see geek squad after this, and the guy there says the hard drive has failed, and would be replaced at no charge (since I'm under warranty).

A couple days later, they call me and tell me that the hard drive is perfectly fine, passed all hard drive tests, and it would cost me about $130 to have them restore the system for me.

I was not happy, so I just took back my laptop with no fix. I called Toshiba and explained the problem to them; they told me that I either have a bad hard drive / motherboard, or bad recovery discs.

So I decide to pay for the new recovery discs to be shipped by Toshiba. Upon arrival, I try the same thing, only to get the same error as my previous recovery discs.

I call Toshiba again, they tell me now it is definately a hard drive / motherboard issue, and they insist Bestbuy should be covering me for this hardware problem.

Anyways, how can bestbuy geeksquad tell me it is a software problem, when all signs clearly say its a hardware problem ? I tried recovering multiple times, contacted the actual manufacturer Toshiba multiple times, and they even told me its a hard drive / motherboard failure. Makes no sense to me....

[Dorothy-BBY Community Supervisor]

Good afternoon pock3trock3t35 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to touch base with you.

[Justin-BBY Community Connector]

Hi pock3trock3t35,

I appreciate you taking the time to address your Toshiba laptop concerns with us.  I know it's irritating to receive conflicting answers about problems you're encountering with your laptop and I'll do my best at providing you assistance with this situation. 

When you bring your Toshiba laptop into your local store location to have Geek Squad® take a look at it and after running their tests; what they find as necessary repairs, is what they recommend.  However, I cannot provide explanation as to the findings Toshiba provided you with; but would be glad to further research this issue in hopes of obtaining a solution. 

With that said, I'm sending you a private message to gather information I need to look into this situation for you.  You can check your private messages by logging into our forums and clicking on the letter icon in the upper right corner of the page.

Thank you for sharing your experience with us here on the forums!

Regards,