07-29-2010 04:39 PM
August 2007 I purchased a 1259.00 laptop with a 349.00 warranty including accidental damage. I wasn't sure I wanted to spend that kind of money for a warranty, but was convinced by the salesperson that it would be in my best interest. We are in the military, and living overseas. He ask if I traveled back and forth, and if so, the accidental damage would be excellent coverage in case anything happened to the laptop during our travels. After a discussion about repair coverage he assured me that if repairs were needed it would be repaired with new, not refurbished parts. After about a year I started having what I considered small issues. The battery wouldn't hold a charge for over a few minutes. A few months later one of the USB ports on the right wouldn't get a good connection without wiggling it. In time, I starting having the same problem with all of the ports. The cat 5 port wouldn't work at all. Later on, I had to wiggle the power cord to get a connection so it would stay powered up. At that point, I knew it had issues, but none of which I thought was worth sending it back to the States for repair. I figured I would take it in once we went back...big mistake!..not considered a lemon if you don't take it in for each and every individual problem. I had never heard of the lemon warranty, or I would have sent it back. However, that in itself is a problem. They won't let you mail the laptop to a Best Buy directly, so you have to inconvenience a friend or family member. Also, I felt confident that I had good coverage, and that when I was able to get back it would be taken care of. A few months ago the hard drive started grinding, and then one day it wouldn't power up at all. When my husband was taking it downstairs to take it apart and check the connections he slipped on the marble staircase and it bounced down the stairs. At that point I had no choice but to send it off for repairs. When I called to check on the status I was told that it was being repaired. They replaced the case, screen, hard drive, motherboard, the fan, the keypad, and various small parts. I had to ask more than once if they used new or refurbished parts. I was told that they normally used new parts, and if they did have to use a refurbished part I would be notified. Finally, the second or third tech I talked to said they had used refurbished parts,and gave me a total of between 300.00 and 400.00 dollars for this repair. I told them I was informed at the time of purchase that it would be repaired with new parts, and that I was told a few days earlier that if refurbished parts were used I would be notified. I had to drag that tidbit of information out of them, no one volunteered to tell me refurbished parts were being used. Well, I find out now, after some research that the warranty states they can use refurbished parts. I guess I should not have assumed the salesperson knew what they were talking about. As far as the repairs go, they didn't even replace the processor, and won't because they say it tests o.k. They say the battery tests o.k. even though it wouldn't hold a charge for over a few minutes. They say the usb/cat 5 ports test fine. We have two other laptops, both of them connect to the cat 5 with no problem, but mine would not...yet they say it tests fine. Maybe they lucked out and made a good connection with each usb port for the test...I doubt it, but guess it's possible. There is no way the power cord would make a good connection, but again, it test ok. On top of all that, they want my recovery disk. I can't locate it, which is my fault. Their vista recovery disk won't work. I do have the Windows 7 upgrade software and ask if they would just install windows 7 if I gave them my keycode to prove that I had a legitimate copy. I was informed that "Best Buy doesn't cut corners", and that would be cutting corners. I would not consider that cutting corners, but would consider repairing my laptop with refurbished parts, and not even repairing all the problems as "cutting corners". My warranty is up in two days. I have 30 days coverage for these repairs. It will take approximately 7 - 10 days for me to get it. A few days to test it out, and then I would have to have it back in the mail, and hope it makes it before the 30th day. Odds are that the parts will hold up for at least 30 days. Even so, I was told it wasn't their fault I live in Italy. Granted, that's true, but if they would properly repair it I wouldn't have to worry about it failing within a month. I considered the extended warranty since they wouldn't repair all the problems and I was getting all refurbished parts. However, they want another 349.00 for an extended warranty, but this time it doesn't have the lemon clause or accidental damage. Not to mention, they aren't insuring a 1249.00 laptop this time. I would be insuring their 300.00 to 400.00 worth of refurbished parts along with the processor they won't replace. If the value has decreased shouldn't the warranty price decrease? On top of this, I have to purchase a recovery disk. I've ask them for partial replacement credit. I've ask them to at least install a new processor. The processor is the most sensitive part of the computer. It fell down the staircase, but it tests o.k. by Best Buy standards. I was told they don't "haggle" or "negotiate" repairs/replacements. I was told by two technicians they had never seen a list of repairs so lengthy, and that they didn't understand why it wasn't replaced. At least the customer relations guy "Josh" was honest. He said it was not cost efficient for them to replace my laptop. I agree, when you can charge someone 349.00 for a warranty, then if they need repairs make sure you keep those repairs within that 350.00 budget Best Buy comes out ahead. However, I don't feel Best Buy's bottom line is my concern. My laptop having "all" the repairs necessary completed, or replaced is what I paid for...not the cheap way out for Best Buy. How can they get by with this? I know I'm not the first person with this problem and won't be the last. However, I hope anyone considering purchasing through Best Buy reads this and all other complaint boards prior to making a purchase. I'm still hoping I can contact someone that actually cares about the customer and will help me resolve this issue. Is there anyone else I can contact? Customer relations has said there is no one else, and they are doing nothing more with my laptop. Thanks for any help.
07-30-2010 01:50 PM
08-03-2010 12:09 PM
I’m not sure why there would have been any confusion regarding our repair policies, but I can imagine how frustrated you must feel. Your disappointment at discovering that refurbished parts had been used to complete your laptop’s repairs is certainly understandable, especially if you were not aware that your service plan coverage allows us to do so.
I’ve had the opportunity to look into this situation and it is my understanding that our corporate offices have already received a letter from the Better Business Bureau regarding this issue. As such, someone should be addressing it and following up with you sometime within the next few business days. Until they’ve had the chance to do so, however, your patience would be greatly appreciated.
If you have any other questions in the meantime, please feel free to let me know. You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.
08-04-2010 04:14 AM
The reason for the confusion, as I stated in my original post, was because the salesperson told me that new parts would be used if a repair was necessary.
I notified BBB because Best Buy would not replace the battery, and cat5/AC ports even though they were not working properly. I had no claim in regards to Best Buy using refurbished parts. Lesson learned...DO NOT TAKE THE SALESPERSON'S WORD...READ EVERYTHING!
Best Buy finally agreed to give me a new battery. According to the plan I am allowed one battery, but was denied one because my battery tested 'good' even thought it wouldn't hold a charge for over a few minutes. How's that possible anyway? I would never have been issued the new battery if a different tech hadn't told me I was eligible for one per warranty plan. I called customer relations and told them I knew that I was allowed one battery per plan, and they told me my warranty expired the day before. I told them they had had my laptop since July 12th, and that I had complained about the battery. They ask if I had specifically ask for a new battery, again, word games, but bottom line, they said they would mail me a battery.
I was previously informed that the cat5 and AC ports tested fine and would not be replaced (per Josh - customer relations - I have that on voicemail). Again, how's that possible? I know for a fact the cat5 port would not work, and you had to wiggle the AC port to get a good connection, but according to Best Buy they test fine. Prior to 'Josh' telling me they were not replaced. I had a tech tell me "they look shiny, and were probably replaced". I wanted to know one way or another before I picked up my laptop, so I talked to customer relations, that's when Josh checked into it and told me they had not been replaced. However, since then another tech told me that the cat5 and AC port are a part of the motherboard and it was replaced, so in fact they had been replaced as well. Why all the run around? Were they replaced? Who knows....I am trusting this last guy knows what he's talking about. At least he listened, and actually seemed concerned.
As of yesterday, I closed the BBB complaint since Best Buy, after refusing to replace my battery finally agreed to send me a new one. And after being informed that the cat5/AC ports are a part of the motherboard, and had been replaced, since the motherboard was replaced.
These repairs have a 30 day warranty. I will have the cat5/AC port tested by someone else before it is shipped to me in Italy. If they are not working properly I will have this laptop dropped back off for proper repairs before my 30 days is up. I considered the extended warranty, but will not pay them another $349 for 2 years vs. 3, and no lemon or accidental damage coverage to insure the $350 - $399 worth of refurbished parts they used to repair my laptop. (The total on the repair invoice was given to me by a Geek Squad Agent. I don't remember the exact amount, but it was within the range I stated above.)
I'm not happy with all the run around and will not purchase from Best Buy again.
11-01-2010 01:24 AM
Received the laptop back around the end of August. Had to order restore software from HP, which took another two weeks to arrive. Almost one month later to the day the motherboard goes out. The same motherboard that Best Buy claims to have replaced.Thanks Best Buy! Saw that one coming...