Manufacturer Warranties and Protection Plans

[William999]

No, I'm not raging but I do have what I think is a very grave issue. I bought a computer for my wife less then 7 months ago. This computer malfunctioned and I brought it into Best Buy for repair. It was sent out and a few weeks later I had it back home. Less than two weeks later it exhibited the same malfunction. Again I return to Best Buy and off the computer goes to be re-repaired. This is where things fall apart:

1. In communication with the Geek Squad rep I ask what happens if this continues? Answer: If we have to repair it 4 times then we replace it.

2. I get a call today (11/19/09) the voice mail states that my computer cannot be repaired, please come in to pick up your replacement computer.

3. Arrive at Best Buy, start the replacement process, go out on the floor and with the salesmen’s help find a computer that matches the one needing to be replaced. (note, the only hardware difference is a larger hard drive - I did not pick it out, the salesman did)

4. Back at the counter I am informed that no, in fact we will not replace your computer as stated, but only refund you the cost of the tower (266.81) plus tax. This is the first time that this possibility is stated to me - and whisk - off goes my "replacement" computer.

So I stand in Best Buy, the computer I bought - which was defective and beyond repair is gone (not returned so I could try to get it fixed elsewhere) and offered only an amount that is not even close to replacing what I bought.

Needless to say the store offered no assistance beyond "our policy" when I asked to see this policy - after looking on all my store given paperwork - I am told that it is an internal store policy and not given to customers. Odd, that would be a good thing to know beforehand if you ask me.

Now off to the very nice lady at the 888 number. And she was very nice and understanding but I ask to have my call escalated.

Now meet the very ridged manager in customer service, not overtly rude, but exasperated, showing zero empathy and appears that my hold time for him was used to perfect his speech to me about how I will have to pay over $200 if I want my replacement computer replaced.

Long story, thanks for reading this far.

So here I sit - out a defective computer I bought from Best Buy, looking at roughly $281 and some change offered for this less than 7 month old computer and being given a thin and icy veneer of "that’s our policy"

So just so I get it straight: Best Buy's policy is to sell defective computers, then make the customer responsible for the monetary burden of that defective product.

Please explain to me how any of this was my fault.

[Dorothy-BBY Community Supervisor]

Hello William999 -

I have asked Kyle, from our Community Connector team, to reach out to you regarding your computer replacement concern.  Thank you for your patience until he is able to contact you!

[Kyle-BBY Community Connector]

Hello William999,

Welcome to the forums!  I was disheartened to read about the unpleasant computer repair experience that likely drove you to post here.  I can certainly understand how it would be annoying to have to bring a computer back for another repair within such a short period of time.  I’m sure that was quite unexpected and I extend my personal apologies for any inconvenience that might have caused.

Typically computers are sent out to our service center when a hardware problem arises and neither you nor Best Buy could have anticipated a hardware failure.  We have developed reliable relationships with our computer vendors and fully support the quality of their products; however, the unfortunate can still occur when it leaves our stores and into the users’ hands where we are unaware of how the product is being used.  

Understanding this though, we and the manufacturer still back the product up with our respective coverages (ours is an optional additional protection plan), which provide for repair or replacement options depending on the circumstance.

It sounds like the store was offering to provide you with a refund in the amount you paid for the computer rather than a replacement.   It is quite possible since computer specifications change so often, that they do not have a comparable model within the same price range to provide.  Keep in mind that the replacement would not exceed the original purchase price.

Since it does appear that the store has offered you a full refund on your tower, I would recommend pursuing that option and putting it towards a new computer purchase; especially with all of our upcoming sales next week.  You should be able to find something within the same price range that works for you.

Regards,