Manufacturer Warranties and Protection Plans

[aileento1246]

Hello. I bought a Dell Studio 15 laptop from Bestbuy in Dallas, TX on August of this year, paid it in full after 2 months eventhough I applied for 6 months financing and got approved. Two months later I had to bring it back to Geek Squad of the same store because the DVD drive is no longer working. So 2 weeks later i got it back, it worked fine for a couple of hours then suddenly I noticed the function has gotten slow. After two days, the DVD drive is making an annoying noise again then totally did not worked, the system just totally died...not charging and I can no longer turn it back on. I tried calling Dell Customers Service asking them if they can replace it with a new one since it is still covered with Manufacturers Warranty. They said they cant because I got it from Best Buy so I need to just bring it back to the store. So my new laptop is again for repair and I am just so frustrated right now for being LAPTOPLESS when it is fully paid. My question is why cant Dell replace it when they are the Manufacturer that gave the Warranty? Or even Best Buy why cant they replace a defetive laptop that they sell...Pls help me have my laptop back.

[Matthew-GS Retired: Community Advocate]

Welcome, aileento1246!

Thank you for this important question! You are not alone – most people prefer not to be without their computer for long, including me, so I can empathize. Here is the really interesting part: Dell, and other manufacturers, designates Best Buy® and Geek Squad® City (our main repair center) as authorized repair facilities. When you purchase a Dell computer made for sale at Best Buy® your warranty is honored by Best Buy®. Most manufacturers dictate which model numbers can be replaced versus repaired. If a model is deemed repairable, then it can be repaired multiple times under a manufacturer warranty. Only our Performance Service Plan (PSP) and Geek Squad® Black Tie Protection (GSTP) plans protect you from continuous repairs. In other words, we have a “No Lemon” clause in these policies that prevent repairing an internal part beyond four times.

I understand multiple repairs to be very frustrating. However, I can assure that your situation is not “the norm.” I sincerely hope this repair will be the last. Should you need further assistance on this issue, you may Private Message me by clicking on my username to the left and select "Send a Private Message." Happy Holidays!