Manufacturer Warranties and Protection Plans

[ILLBCNU]

I took my sony VIAO all-in-one computer into the store on June 3,2011 because I was having a problem w/ it to have the "GEEK" squad take a look. WHAT a joke!!!!!!!!!!

They told me that it would be completed by June 13th,2011. I was also told by the GEEK squad that they would call me to tell me what was wrong w/ it and how much it would cost to repair. As of today June20th, 2011  I had still not heard anything so I decided to call and get an update on the status and was told by GEEK squad that my computer was damaged in shipping to their repair service center. I asked what kind of damage was incurred and nobody can tell me anything so I asked for a Number so I could find out. Well low an behold there is no number for me or even them to ( are you Kidding me) call  but they could send an e-mail (WTH). So I called ups to find out if they could tell me the damage incurred and they say " They are NOT aware of any damage". Best buy never told them about any damage. The store told me that my computer was received on the 17th of June but UPS has conformation for delievery on JUNE 15th, 2011  at 9:30 am. What knind of run around am I getting You be the Judge.

BEST BUY'S Customer Service SUCKS . If I had known this is how I was going to be treated I would NEVER have left my computer w/them for repair.

So be warned people.

Maybe by posting on here someone who can make decisions or help me figure this situtation out will respond but seriously I DOUBT IT ! Good Luck you will be taking your own risks as I have.

Ypu might want to think twice

[Walrus Valued Contributor]

Why do you *need* to know what damage occurred? If Best Buy shipped it out and there was some damage, then that's between them and their shipper if it was UPS, the Post Office, someone walking it down the street or whatever. If it was damaged by UPS or by a Best Buy employee is irrelevant, and what the damage was doesn't matter as long as they're going to fix it.

You probably didn't listen to what they told you. Most likely, as timelines are estimates, they told you it *should* be fixed by June 13th. No one can tell exactly how long a repair is going to take. If you take in your car for repairs does the mechanic tell you to come back at 12:18? No, they say it should be repaired later that day. Of course, if its going to take longer, the mechanic calls you and tells you about any delays (like waiting for a part) - THIS is where Best Buy failed you: They didn't keep you abreast of the repair length.

Regarding delivery confirmation; at my last employer the "general" mail room would receive and sign for packages, but it would take awhile to reach me, sometimes a couple of days. Even when it reaches me the same day, if I didn't "document" that I had received it, it wasn't "here" until I got to it and acknowledged I had it in my computer system. It seems to me you are getting upset about *more* than you should.

You have a valid complaint about the length of time its taking and that you haven't been notified of the delays, but getting all bent out of shape over the specifics is just silly.

[Ryan-BBY Senior Social Media Specialist]

Hello ILLBCNU -

Doug, one of our Community Specialists, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to connect with you.

[Aaron-BBY Community Connector]

Hello ILLBCNU,

Whenever a product in our possession becomes damaged, our stores and service centers have an obligation to address any repairs that may be necessary as a result of that damage.  A claim may also be filed with the shipping carrier if a product is damaged in transit to or from one of our facilities.  Individual carriers may not always have information on reported damage, however, as our shipping agreements vary from carrier to carrier.

I’ve had the chance to look into this situation and it’s my understanding that Geek Squad City (one of our off-site service centers) is currently in the process of repairing the damage that occurred to your laptop during shipping.  I was also informed by on-site management that you were contacted earlier this week with an estimate for your laptop’s motherboard repairs.  If you’re still in need of assistance though, please do not hesitate to let me know.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.