I write this letter because my patience has come to an end.
On August 11, 2009, I brought my Toshiba laptop into my local Best Buy store to have it repaired; the monitor was flickering. At the time, my laptop was still covered under a Best Buy Performance Service Plan. The laptop was sent to a Best Buy Service Center. I was without my laptop for two and a half weeks while they fixed it, and at the end, finally picked it up from the local Best Buy store when it was ready.
Only days later, it was clear Best Buy did not fix the problem; the monitor was still flickering. I was frustrated, because I am in law school and having my laptop is essential. On September 5, 2009 I reluctantly brought the laptop back to Best Buy to report the failure of the Best Buy Service Center to fix the problem. The Geek Squad understood that the service center had failed to fix the problem, and sent it back to the service center for a “recall of service.” Before I left the store, a member of the Geek Squad team assured me that, due to the previous error in repair, I would have my laptop back faster than before, roughly one and a half weeks.
Today is September 21, 2009, and the status is as follows: I am still without my laptop; the service center has only now received the unit; the service center has not lifted a finger to fix it; Geek Squad is powerless over the situation; the service center hides behind the fact that their computer systems have been reworked and they are “doing what they can;” the service has made it clear that even a full week from now, it is likely that my laptop will not be fixed.
The Best Buy Performance Service Plan read as follows: “Availability of Services: While we try to complete service as quickly as possible, we are not responsible for delays caused by factors beyond our control, including but not limited to manufacturer’s delays, parts availability, shipping to a regional service facility, or acts of God.” The “availability of services” clause does not shield Best Buy from responsibility in this case. The current scenario does not involve “delays caused by factors beyond [Best Buy’s] control.” The primary reason I am deprived of my computer is because the Best Buy service center did not fix the problem with the monitor. The ability to minimize the chances of an error in repair is within the service center’s control. Even assuming Best Buy did not fail in its first attempt to fix my laptop, Best Buy is still not shielded behind the “availability of services” clause. This is because the current factor causing the delay of service is problems with Best Buy’s computer system, without which it claims it cannot perform even the smallest of tasks. No individual or entity has more control over Best Buy’s computer system than Best Buy. Furthermore, neither of the foregoing factors is or should be included in Best Buy’s nonexhaustive list of factors beyond its control.
This is completely unacceptable! What good is a warranty if it deprives me of my computer for so long that I would actually be better off taking it elsewhere to be repaired and paying full price for repairs?! I am not responsible for Best Buy’s computer system malfunctions, nor am I responsible for Best Buy’s incompetence with regard to repairing products under Warranty. I did not spend over $200 for a service plan that leaves me without my computer and without any idea when I will get it back.
I will never buy from Best Buy again.
Sarah-BBY
