Manufacturer Warranties and Protection Plans

[Mrbbt]

I am owner of gateway Dx 4640 series desktop computer have had the computer for 6 months and I got the blue screen of death. I wasnt able to recover it or anything on 2/16/09 I took it to geeksquad and they did a diagonistics on it and turned out to be bad memory or in other words memory failed. They told me they would need to be replaced and since I was under warranty it would be covered by gateway. I asked how long for repairs said 2 to 3 weeks. And the computer got to the chino repair place no problem just the part was apparently on back order said it would take another 2 to 3 weeks. The part was order on the 26th the lady I spoke to said if it the part takes more then that for it to come that I would have other options. I check the status repair repeatedly it only changed when I was in the store talking to the guys and asking if the part had come in. When I was in the san bernardino best on 3/3 I asked if the part was in. And the guy that helped totally blew me off and said estimate date would be the 5th of march or 2 to 3 weeks more. I dont understand why this should be taking so long. The guy didnt seem like he wanted to help me I wasnt even rude to him. He totally blew me off. I tried e-mail geeksquad about it and I put in a complaint for the customer service I received on that day. Giving it the rest of the week see what happens. But  it getting ridiciouls that im waiting this long. So wonder what should I do if this takes long goes in to april??? 

So far not impressed. With San Bernardino Best Buy Geek Squad the guy helped me was rude and unfriendly, Its not right your not willing to help your customers when there wondering what the status of the computer is. So are they truly working on it? Or am I being given the run around???  What options do I have if it goes longer and into april???

They have had the computer since 2/16/09.

Appreicate some help

Thanx

[RealGeorgeW Valued Expert]

The agent being rude to you was unacceptable I agree, but unless my calendar is backwards, it hasn't even been 3 weeks yet.

[Mrbbt]

Well does it take that long to get a part from gateway? Im also tempted to just get a new tower. And do you get alot of repairs for the Gateway DX4640 series desktop?

[RealGeorgeW Valued Expert]

I can't speak for Gateway....

I can't honestly say I've seen any of those in for service. But I'm just one person.

[Elizabeth-BBY Community Supervisor]

Dear Mrbbt, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Good afternoon Mrbbt -

I know how stressful it can be when a computer fails, and the waiting can seem like agony, especially if you are as tied to your pc as I am.  I also know that when I am given a date to pick up an item, even if it is only an estimate, I expect results near that return date, or at least a polite explanation.  There really is no excuse for the Agent being rude to you, and I do certainly apologize for that.  Rest assured, I will be documented this information and forwarding to the proper channels for internal review.  

As RealGeorgeW pointed out, you had not quite met your estimated date at the time of your posting.  As I said before, I know how anxious I can get waiting for a repair, so I can understand your inquiries.  The good news is, it appears you have been on contact with Consumer Relations Agent Tasha, and she was able to provide you with further information that should lead to a positive outcome to this issue.  

As I stated before, I do definitely apologize for the rude attitude you recounted from the Agent at the store.  Our primary goal at Best Buy® is to ensure our customers are happy and treated with respect and it saddens me that we failed to delivery on that goal for you. 

Thank you for sharing your experience with us.  

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[drnancy]

Curious if you have gotten any satisfaction yet?

[sankadog]

Word of caution.....The Chino repair center is very screwed up. I am still waiting for my unit to be "shipped" back to the store. Repair has been compete since Thursday, Mar. 5. We were told that delivery to the store happens all days of the week. We still do not have a date of when it will be received back at the store. The estimate is 3-4 days after repair is complete. That is a lie. You are not able to go to the repair center to pick up. I am only 6mi from the center and they will not let me go there to pick up. I will sign for it showing I have received it, but for tracking purposes, they do not allow it.

Good Luck!  I truly do share your anxiety and frustration.....