Manufacturer Warranties and Protection Plans

[Pistauff]

Its frustrating to browse these forums and see the post and the responses, I am posting now because of multiply problems with my local Best Buy...

I have a HP laptop, the screen was broken, had a small crack, you could barely see it... I didn't bring it in for repair because my need for the laptop was greater then the need to replace.

The fan started to go out in the laptop, could probably cook an egg on the back of the case. I allowed it to limp by as I waited for the school semester to end so I could bring it in for repair.

I was given no choice when a friend managed to spill a drink onto the keyboard and the laptop wouldn't turn on. I brought the laptop in for repairs, nearly 3 years old I was thankful that I had the accidental coverage for these types of things.

3 weeks was the quoted time frame, I understand, and once again, school is out for the semester so I have some time.  the laptop makes it back within 12 or so days. Im not a 100% sure when it was back because I didn't receive a call like I was told I would. I had called in to check on the laptop, and make sure they had the correct number to reach me as I had problems in the past with call backs from this location. The girl on the line assured me that I would get a call on the correct number, almost to the point that she was offended that I would even question that a mistake could be made.

At the store to pick up my lap top is when the real problem began. The Geek Squad member gave me the laptop and the paperwork showing what was fixed/repaired. Screen..Check. Fan...Check. Everything else working properly. but no mention of a keyboard being replaced, or even the steps to make sure it was functioning. So how does a keyboard that had liquid spilled on it manage to survive and not be swapped out? I asked the Geek Squad member and was told that they fixed it, and it was working. I didn't have my power cable with me so I wasn't able to check it in the store.

I ended up going back and forth with the manager about my dissatisfaction with the fact that there were no details made as to what they did to clean out the keyboard or check it for damage. In the end they tried to force me to sign the document stating that I was satisfied with the work completed when I wasn't. I was able to convince the manager to allow me to add in that I was not satisfied with the work done on to the page.

I took the laptop home where I gave it a careful inspection. Fan seemed good, much softer hum, screen looked good, but now there is a crack in the case that wasn't there when I brought it in, and to make matters worse, nearly 10 different keys on the key board don't work. I called to the local store and spoke with the manager, I explained that this was not the type of service I expected and I would be in the following night to discuss the matter further.

I was at the store earlier tonight and spoke to the manager and a Geek Squad member. At first they tried to tell me it was more then likely a setting that was wrong..Nope doesn't type no mater what you do. Second they ship with major companies like Fedex and UPS and the shipping depots that the laptop goes through as it goes to get repaired are crazy mad houses, (that's a quote, but that button doesn't work any more), and that the keyboard could have been damaged during transportation to and from the repair place. As for the crack in the case, it was there before I brought it in says the manager, and its not covered because is cosmetic. I had to explain that you would notice this type of a crack during regular usage, like I did right when I opened the case.

I went back and forth with the manager and was told that I would need to send in my laptop for another 2-3weeks for the repairs to be completed. I explained that this was not going to meet my needs and we would need to find another solution. I was given none, I was told that there was no other leadership in the store I could speak to and was put on the phone to customer service. I spent nearly an hour on the phone and spoke to 5 different people before finally leaving a voice mail for someone that was off.

I have filed a complaint with the Better Business Bureau as this seems to be the way Best Buy does business.

A mistake was made and the proper repairs were not made on my laptop, now the expectation is for me to do without my laptop for an additional 2-3weeks. The customer service that I have witnessed in the 2 hours I have spent in Best Buy over the last 2 days is a circle the wagons approach, that as long as we all say the same thing the customer will give up and just do what we say or do nothing at all.

If someone would like to assist me in getting in touch with a member of the local management staff or even someone in corporate that can assist me with filing a complaint against the manager for a lack of professionalism, that would be great. Not to mention my laptop still isnt working and the next time i can afford to be with out it will be the end of the year, a month and a half from now.

Everyone has a boss, I guess they just arnt willing to step up and talk to the customers face to face at Best Buy....

Kory

[AgentMarshall]

I'm sorry you had so much trouble.  Someone here will chime in to get you through the proper channels.  In the mean time you should check a couple of things. 

1. Was the keyboard liquid damage notated in the service order.  If it is, then it seems one of the Agents at Geek Squad City overlooked that problem while repairing the others. 

2. In each service order an Agent will list the computers physical condition at the time of Check-In.  For the obvious reason of knowing what damage occurred during the repair/shipping process.  On the service order you should see a field called Condition.  Is the crack listed?  If it isn't, then most likely it is shipping damage returning to the store. 

I would go ahead and let them send it back.  In the mean time pursue other avenues of solving your problem here.  When suspects go back for "redo" repair it will be expedited and escalated.  So it should take much less time unless the keyboard is not on hand and has to be ordered to complete the repair.

Geek Squad City handles over 3,000 suspects a day but when sent as a redo it gets expedited and the same Agent who had it before, it will be routed to him again to face his mistake.  I promise you that no one would do this to you purposely but my best advice is two check for those two things.  Also, while being helped here let them send it off.

[Dorothy-BBY Community Supervisor]

Hello there -

Jacob, from our Community Connector team, will be reaching out to you regarding your repair concern.  You should hear from him in the next few business days, at the latest.  I appreciate your continued patience!

[Jacob-BBY Community Connector]

Hello, Kory.

Thank you for your very detailed feedback regarding your laptop repair experience.  Just as my own laptop is important to me, I also expect that repairs be completed as soon as possible and done right the first time.  I’m sorry to hear we haven’t met either yours or our own expectations.

I’m working with the service center to get this completed as soon as possible for the both of us.  I expect to have a resolution for you no later than Tuesday of next week.

I look forward to bringing this to a close for you.  You will hear from me soon.

[Jacob-BBY Community Connector]

Hello, Kory.

I was happy to see that you were promptly notified of the replacement approval.  I hope you are enjoying the new laptop.

If you have any further questions please let me know.