Manufacturer Warranties and Protection Plans

[bmneelan]

I have just had an disappointing experience with Best Buy.  I had purchased a HP Pavilion Media Center TV m8100n Desktop PC back in August of 2007.  After 6 months, the hard drive failed, and I had to take the computer into a Best Buy for repair.  They essentially told me it was the fault of the manufacturer, and had to send it out.  After 4 weeks, they had it, but it was completely blank.  I then had to send away to HP for backup disks.  After installing the OS, I took the machine home, grateful that I had a computer again.  6 months went by, and I noticed that my disk was almost maxed out.  Surprised I looked at the system settings, and learned that my 500GB hard disk was only 60 GB.   I called customer service, and after being on the phone for 2 hours, they informed me that there would be no consideration, because they had their service records that indicated they DID place the 500gb hard drive.      This is one of the worst customer service experiences I have ever had.  Not only did Best Buy sell a faulty system, but after installing the wrong part they refuse to make good.  I am hoping there is someone at Best Buy that might still be able to help me resolve this issue.  

[Aaron-GS Community Connector]

Hey bmneelan,

I’m sorry to hear about your recent computer troubles, but there appear to be a few things that should probably be explained. First of all, please understand that ALL electronic devices are subject to hardware failure. Whether it’s due to excessive heat, built up dust, or simply standard wear and tear, every product you purchase has the chance to break down. It is precisely for this reason why most manufacturers will offer a factory warranty and Best Buy® offers its Performance Service Plans – so you have options when the inevitable occurs.

Second, while you are correct in assuming that Best Buy® has an obligation to assist customers should an incorrect part be installed during repairs, there is unfortunately a limitation on how long we are able to assist you after repairs have been completed. Once you are beyond our 30-day service warranty, Best Buy® really has no way to verify what has happened to your computer since it was in our possession last.

As such, I would strongly suggest speaking with a manager at your local Best Buy® store for further assistance. I cannot guarantee that we will be able to replace the hard drive due to the length of time it has been since your computer’s last repairs, but Geek Squad® agents should be able to provide you with additional information and suggestions at that time.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.