Manufacturer Warranties and Protection Plans

[COACH_D]

Allan

I sympathize with jmusso's frustration. A laptop that I purchased from Best Buy with service warranty, was dropped off on August 5th at store #113. After store visits, multiple calls, and most recently over 3 hours of documented time on the phone with 7 different Best Buy associates, I still do not have the laptop back nor is it repaired to date. I know this because the 12 separate phone calls totaling over 3 hours was the only way I could get specifics on it's status.

I, as a consumer feel misled by Best Buy, and disservice by purchasing the service agreement based on the "ease" and of course what is conveniently not communicated at time of purchase. I understand how difficult it is to re-examine claims made to make the sale 2 -3 yrs. after the fact. It seems irresponsible though. When I have listened to hours of "To insure an EXCEPTIONAL customer service experience, your call may be recorded for training purposes." I was sincerely hoping my conversations were. Every single Best Buy associate I spoke with regarding my repair order, responded that 49 days (7 weeks) with the Laptop not repaired was "Unacceptable". Every one.

But not a single one seemed to move to expedite resolution. Polite, yes. When you are told 2-3 weeks (14-21 Days) and the unit is not even reviewed by a technician for 17 days, how is that setting a realistic expectation for the consumer? Misleading. Then, factor in a defective parts order; beyond your control. Backlog or repair orders; beyond your control. Shipping time frame to and from BB #113 1-2 weeks, beyond your control? Come on, 7 weeks. Unacceptable.

I admire great companies that work extremely hard to deliver on product and customer service. I truly understand how difficult that challenge may be, I work for an international company as a performance consultant. It is, however, the execution of Best Buy's "policies and company directives" by the people who "are" the company and how they are communicated, with accuracy and integrity, building long term trust, repeat business. A Brand that other companies envy and associates that are more than proud to work for. Case #{removed per forum guidelines}

[Dorothy-BBY Community Supervisor]

Hello COACH_D -

Welcome to the forums!  Allan, from our Community Connector team, will be reaching out to you regarding your concern shortly.  I thank you for your patience until he is able to contact you.

Sincerely,

[Allan-BBY Community Connector]

Hi COACH_D,

I agree completely agree that customer service that is all words and no action is meaningless, and having your laptop out for repair for seven weeks would be unacceptable to almost anyone.

I would like the opportunity to work with you on getting you the quickest possible resolution in this, and I am sending you a private message to start this conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right hand corner of the page.

Thanks for posting,