Manufacturer Warranties and Protection Plans

[Feather]

My Sony Vaio laptop has been back to Best Buy geek squad twice now because the Wi-Fi has broken.  As well when the screen is opened, it pulls open the outside case of the laptop.  I have been told that Best Buy will not repair the casing as it is "cosmetic".  Anyone with an ounce of common sense would know that if there is a gap in the casing dust can get in and destroy the components of the computer causing overheating.  I have gone to the office of the President and have been stonewalled over this.  My laptop is still in repair and they are replacing the battery and wi-fi, but if the casing isn't fixed the laptop will break yet again.  What is even more distressing is that every time it goes in for repair it's there for a month.  This is my husband's laptop which he uses for his living.  Not having that laptop severely impacts his ability to do his job.  The only alternative Best Buy offered was for me to "buy" yet another laptop and they would extend the return time.  The issue here is I don't have funds for that.  I doubt many people do in this economy.  Any help at all with some resolution would be gratefully accepted. 

[Elizabeth-BBY Community Supervisor]

Dear Feather, 

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.

[Feather]

Here is another very upsetting thing, the no lemon policy.  It has to be in FOUR times for the same problem.  EACH TIME it takes a month to get back.  That means that my husband who makes his LIVING with his computer is without his most important tool, his laptop for a month every single time up to four seperate times.  There is no loaner program, nothing to support the customer in this instance.  It's outright outrageous.

[MobileExpert]

Actually, the no lemon policy requires three qualifying repairs, and a diagnosis of a fourth repair needed. The repairs don't need to be the same.

[Feather]

Ok but wheter it's three or four repairs the issues still stand:

1) The computer is out four weeks at a time

2) My husband's livelihood depends on the computer and it's not available when it's out that length of time obviously

3) They refuse to fix the gap that occurs in the outer casing when you lift the screen insisting it is "cosmetic".  As I previously stated that is more than a simple cosmetic issue, because dust can get in the gap and cause elements of the computer to overheat.

[Dorothy-BBY Community Supervisor · Accepted solution]

Good afternoon Feather -

Being without your computer is never convenient, particularly if you use it in your livelihood.  I definitely can understand your frustration at the number of repairs you have encountered, and for that I do apologize.  

While cosmetic issues on a unit are not covered under the protection plans, there seems a case could be made if the cosmetic issue is creating more repairs on the unit.  I would like the opportunity to take a further look at this, so I am sending you a private message.  To check your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner. 

Thank you!

Dorothy

Community Connector

Best Buy® Corporate

[Feather]

Thank you for your response.  I sure hope you get further with all this than I did.  I do understand now that it's three qualifying repairs, but it has to actually go back four times, although not for the same issue.  Still that is an issue when someone depends on a laptop for a living, certainly you can see that as a problem.  Buying another laptop open box even temporarily isn't a real solution I can't afford to put forward 1500 dollars for a high powered laptop not even temporarily although I appreciate that Best Buy offered that solution. 

[Feather]

The laptop is back with me after being repaired.  They replaced a missing bolt and aligned the wi-fi and so far it's working.  The gap seems better that was there.  Time will tell, and hopefully this is resolved.