Manufacturer Warranties and Protection Plans

[bml2008]

I've had a lot of similar luck. I am currently on my 3rd laptop in the last year. I purchased an HP Pavillion in the fall of '06 and had no problems with it. I purchased a protection plan and absolutely loved the laptop. In the fall of '07 I began having problems with it, got numerous blue screens and very shortly there after (as i started backing up all of my hardrive to external devices) the computer failed to boot up entirely. I took it into Best Buy and they shipped it off for a new hard-drive. It took about 2-3 weeks start to finish.

My problems started there. Upon getting the laptop back and taking it home, startup immediately produced a blue screen. I got back in my vehicle and took the laptop back that day. It was again shipped off and a week later I got a call telling me that they were junking the computer and I would be able to come in and purchase a new one.

I thought this was terrific. Best Buy was very helpful, and the coverage plan allowed me to get a new computer based on what I spent, which given that a year had passed, allowed me to get a much better computer. Win for me. I ultimately went with the Special Edition of the exact same laptop I owned because I liked the size/feel/performance of it. Because it saved me so much, I bought a NEW protection plan with this laptop.

However, a month ago THIS laptop started having problems. Firefox would stop responding, then everything stopped responding, and within a few days, there was total OS failure. I couldn't log in without the computer freezing. 

After a week with Geek Squad, I was informed it would need a new hard drive and I could expect it back in 1-2 weeks. If it needs a new hard drive, this wouldn't be an OS failure. So we can put the Vista punching bag to bed. At the end of 2 weeks I hadn't heard back so I checked in with Geek Squad. I was told they had just received all the parts and it would be another week. That week has since passed and still no word.

My concerns are as follows:

1) Why are Best Buy/Geek Squad continuing to give time estimates that they are not going to meet if they KNOW that HP is having issues with their factory?

2) Why, as the stated time period draws to a close, is Geek Squad not updating customers as to the status of their products? They have plenty of contact information. You can track packages, why can we not track the status of repairs?

3) Why are there problems at HP? This is the very laptop that HP is still promoting as the top of the line model. It's not an outdated piece of technology. It shouldn't take this long.

I've always thought very highly of the customer service Best Buy/Geek Squad provides. They are always very friendly and very knowledgable. But I am feeling like the customer is starting to be taken for granted. With Circuit City closing hundreds of stores nationwide, Best Buy is still growing. Customer service helped get Best Buy where it is. It would be a shame for them to neglect that now.

[5280m]

Well said bml2008.

I have had similar problems, and after two weeks of tinkering and waiting for parts my HP laptop was replaced for the second time. Best Buy needs to have better relations with their customers and strive to let them know what the status of repairs are. 

P.S. I discovered that you are able to check the status of your repair at geeksquad.com, by clicking the check repair status link at the top of the page and entering the required information.  

[Aaron-BBY Community Connector]

Hey bml2008,

I’m sorry to hear about the delays you’ve encountered with your computer repairs!  I can certainly imagine how frustrated you must feel, especially if there seems to be a lack of follow-through on anyone’s part.

As 5280m mentioned, remember that you can always track the status of your repairs on GeekSquad.com by clicking on the “Check Repair Status” link at the top of the page.  All that you need to have is the service order number and zip code listed on the invoice provided to you by your local store.

While I don’t know why there would be any difficulty obtaining replacement parts from HP, I would be glad to dig a little deeper into this situation on your behalf.  Please keep an eye on your private messages for further communication!

Thanks,

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.

[bml2008]

**UPDATE**

1) I was not aware that you could check the status of your repair online. I have done so and things aren't looking much better. It would be nice if Geek Squad officials informed you of this when you sign your repair order or if it listed it in nice bold print somewhere. Anything to make the customer more at ease or feel like they have a sense of control.

2) After checking my status, I visited my local Best Buy on Nov. 10 to find out if they had any more information. My repair status lists that parts were ordered on Oct 21st. The Geek Squad agent I spoke with a) had trouble finding my repair order and b) was very sympathetic to my problems. He admitted that the whole ordeal was taking a very long time and that he could put an "Escalation" on my order to put a higher priority on it. So again, the agents in stores continue to be very friendly and customer oriented, the problem I suppose lies with the model of how everything works. The agent that helped me suggested that I call Geek Squad and inquire about my order.

When I called the 1800 number, I was initially told I had to go to my local store to check up on my order. When I told the receptionist that took my call that I had been given the number by my local store, she then connected me with customer relations. That agent looked up my order and discovered more history on my work order. The parts were indeed ordered on Oct 21. However, that order was then cancelled. (The best he could summize was that someone entered the wrong serial numbers so the wrong part was shipped....Make of that disaster what you will) So new parts were ordered...On November 5th. A whole 2 weeks. The agent could not give me a time frame or an estimate on when I should expect my laptop to be returned to me.

Again, this is a brand new HP Pavillion Entertainment laptop. It is still on promotion at my local Best Buy. Why does it take this long to put in what I'm sure will be a refurbished hard drive into my laptop and get it back to me? This is getting beyong rediculous. I understand that my rants will not expedite the process, but I would like to know if there is somewhere that I can fill out a survey/questionaire about my experience because I think that Best Buy/Geek Squad need to look into how they handle this process so that they can better serve other customers, like for the next time I use the service.