Manufacturer Warranties and Protection Plans

[5280m]

I purchased a mid range HP laptop last September (2007), and have had problems with it right out of the box. Finally in March of 2008 I took it in to geek squad for service. The original laptop ended up getting replaced by HP (hassle of dealing with store manager at the store of replacement was incredibly unbearable) with a newer model HP laptop. 

The replacement laptop is currently at the service center getting a new hard drive. This is the second replacement drive in this laptop in less than a month. 

Repairs/Replacement under Service Plan
3/11/2008 Problems with HP installed windows right out of the box.
4/2/2008 Original computer gets hard drive replacement.
4/22/2008 Computer brought in and RA exchanged by HP.
9/25/2008 Replacement computer gets a new hard drive.
10/3/2008 Computer having issues finding files on hard drive, Geek Squad finds no problems. Recommend restore of windows. Windows restore does not fix problems.
10/8/2008 New Windows Installation Media from HP installed on Computer, reinstallation of new software does not fix errors.
10/22/2008 Upon powering up computer it makes a loud grinding noise and shuts off, after a brief amount of time it cannot identify the boot partition. I took the computer to Geek Squad and they cannot hear the computers hard drive spinning upon boot.
10/27/2008 Called Geek Squad and informed that computer will be receiving a new hard drive.

Im a graduate student at the University of Tennessee and depend on my laptop for research and classwork, so being without my computer for 1 week here and two weeks there is not working out. The stress from running back and forth is really cutting in on my productivity at school. How much do I have to go through before I am offered a no lemon replacment through my service plan.  I have already had over 4 hardware issues under this plan and now i am on the second computer and that computer is receiving its third hard drive. 

[MtnXfreeride]

What problems did you have out of the box for software?  I bet its just vista bugs.

I would say HP is more to blame for their parts failing so bad for you.  3 Harddrives is bad luck, Ive never had one go on me in 8 years of owning 6 computers over the years (I have 4 currently).   

Its a good idea to have more than one if you NEED one for work or school.   I only count 2 hardware issues here, a replacement laptop starts over the count.  2 Hard drive replacements on the new one.    Those software problems do not count, and maybe an operating system restore was reccomended because of other reasons (like they found driver/software conflicts or trojans/adware/virus on it)  

[Aaron-GS Community Connector]

Hey 5280m,

 

Please remember that Best Buy® requires three previous qualifying hardware repairs - and a fourth pending - in order to exchange any product under our service plan coverage.  As MtnXfreeride said, Windows reinstallations are typically viewed to be software-related services and do not count as qualifying repairs.

 

Based on the information that you provided though, it would appear that you have at least one qualifying repair on your current laptop: the replacement hard drive from 09/25/2008.

 

Obviously, this is only a surface glance, so more information will be necessary in order to determine what can be done to assist you.  Please keep an eye on your private messages for further communication.

 

Thanks,

 

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.

[aethelwyn]

Quote

What problems did you have out of the box for software?  I bet its just vista bugs.

 End Quote

I love this attitude.  We will sell you this, knowing it won't work, and then blame someone else for what we did.

[5280m]

**Update**

I called the geek squad at my local store today (10/31), and was told that my computer is waiting on a hard drive, but the repairs on my laptop would not be completed for another two weeks. The service that is provided by geek squad was horrendous. I talked with at least three different "agents" today that all told me different things. One agent even said that the HP parts department had a disastor recently and that it could take up to 45 days to recieve parts from the manufacturer, and that he has seen laptops shipped ouf for repair that take over 7 MONTHS to recieve parts from HP.  

[eescobar]

I have had the same problem with my lap top. I had 1 problem with os. Then again. Then I accidently broke. it. returned it they replaced, screen, dvd. I by that time bought a new one. Some where else of course. Stored it for almost a yr. Decided  to use it and it didnt work.lol. Returned it. They replace screen, the tech noticed it hadn't been replaced properly. Replaced hard drive asked them to run diagnostic before i picked it up for nothing. Hmmm   dvd player need to be replaced and the hard drive again!! The produce didn't leave the store in 2 and a half months and they kept finding things wrong with it. I asked them to replace it to only find out the 3 things had to be the exact same thing being replaced. My warranty is up in 1 week and the dvd is broke again. I can have it fixed but then that would only make it 3 times replacement of dvd and it needs 4 to be replaced. 

[5280m]

**UPDATE** 

I called best buy geek squad again today and was told that my computer is still awaiting a hard drive, and that the hard drive is the only part ordered. How can it take an electronics store so long to get a hard drive when every store that they operate has many of them laying around.

I have been without my laptop, that has the software i need for over two weeks. This laptop was sent out on a Thursday and then on Monday parts were ordered. Now two weeks later the parts have still not been received by the service center. The Best Buy Forums Moderator that contacted me told me that parts take 5-7 business days to be received, it has now been 7 business days and no parts and NO ESTIMATED COMPLETION DATE.

I have a friend with the same model computer and he has been waiting on a hard drive for over a MONTH. How can a company that prides themselves on customer service and computer repair take this long to give any information on a purchase that was over $1000.00.  

[5280m · Accepted solution]

My laptop has been replaced by best buy. I will never purchase another hp again, and have gone with a mac.

[Aaron-GS Community Connector]

Hello again 5280m,

I’m sorry to hear about any delays you may have encountered with your recent repairs, but please keep in mind that Best Buy® is only able to provide estimated turnaround times – the 5-7 business days previously quoted to you only indicates the typical length of time it takes to obtain parts once they have been ordered.  Obviously, if parts are on backorder or there are delays in shipping, it may take slightly longer for those parts to arrive.

Regardless though, I’m glad to hear that you were able to exchange your computer.  Thanks for keeping us updated, and I hope that you enjoy your new Mac!

Thanks again,

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.