09-24-2009 12:15 PM
Total time Best Buy has had my laptop = 5 weeks
Status of laptop = unrepaired
After requesting that they send me back my laptop "unfixed," estimated time to send me back my laptop = unknown
Quality of Customer Service and Helpfulness throughout the process = Poor; Best Buy has failed to maintain adequate communication with me regarding the status of my order throughout the whole process. Best Buy has dragged their feet when it comes to returning my property back to me.
Solved! Go to Solution.
09-25-2009 12:20 PM
I am very sorry to hear of the time that has been involved in trying to get your laptop repaired.
I would be happy to look into this further to see how I may be able to help but will need to get a little bit more information from you first, in order to do so. Therefore, if you are interested in my assistance, please send a private message to me with your repair Service Order number or the phone number associated with your repair. You can send a private message to me by clicking on the “private message” envelope in the upper right-hand corner of the page, and then composing a new message to my username “SARAH-BBY”. Once I receive this information, I will follow up with you again, also by private message, as quickly as possible.
I hope to hear from you!
Thank you and have a great weekend!
Best Buy® Corporate
|Sarah|Community Connector | Best Buy® Corporate|
09-26-2009 10:07 PM
Recently I posted some messages regarding my problems with the Best Buy Service center. Long story short: I had sent my laptop in to be fixed, and two and a half weeks later the unit was returned to me unfixed. So I sent it back into the Service Center, and because of a computer malfunction, the service center got back logged, and the progress on my unit (and probably everyone else's) was going nowhere fast. Because Best Buy could not tell me how long it would take to fix my computer (or more specifically, to fix their own repair error), I requested they send me back my laptop "unfixed," even though I was entitled to have it fixed pursuant to my warranty. Even this caused me much aggravation, because the Service Center kept giving me the run around, telling me they will send it back to me as soon as they can (which wasn't soon at all).
Today, I was happy when I finally got a call from my local Best Buy store, telling me my unit was ready to be picked up. I knew my laptop wasn't fixed, but I was happy to have it back nevertheless. Best Buy has caused me so much aggravation over the past few weeks that I was glad I no longer needed to deal with them.
I should have withheld my happiness. As of now, my laptop will not recognize the battery. "No Battery Detected," is what my computer says when I move the cursor onto the Battery Icon. There is, of course, a battery in my laptop. In fact, the battery is quite new; I only used it a week before I sent the unit back to Best Buy Service Center.
So what have I learned about Best Buy's Performance Service Plan? Well, a few things (and the following is simply opinion based only on the above facts): 1) Getting your laptop fixed for free under your service plan is not worth the time it could take to get your laptop back. 2) Based on my experience, it is quite possible for the Best Buy Service Center to have your laptop for over two weeks without actually fixing it, causing you to have to send it back to the Service Center again. 3) Based on my experience, it is possible to send your laptop into the Best Buy Service Center, only to find that your computer has been returned to you with a problem that was not present when you sent it in for repair.
And the aggravation continues...
09-27-2009 12:44 PM
Yeep, BB warranties S###S, it is all about ripping you off. They tell you whatever it comes to their mouth when you buying the PSP warranty, and when problem comes they will only give you aggrivation and stress on top of the stress, that is how they do their business. They don't honor their word at time of sales. They will claim all different BS.
I think it is better not to buy any warranties from BB, couse anyway it is BS and future headache with stress for yourself that you paying with your hardearned money.
09-21-2009 08:41 PM
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.
09-22-2009 06:36 PM
Hmmm. seems like a familiar pattern to me. (see "next time I'll buy at that big box mart place" post submitted 9/22/09). Similar problem, obviosly many with same problem, in fact too many to enumerate. Have you covered class actions in your civil procedure class. Would likely have to be in federal court due to diversity of citizenship and likely federal question under federal consumer protection laws. Perhaps there is a RICO claim? I know I'll be shopping elsewhere from now on.
09-22-2009 08:09 PM
So the story continues...I have decided to give in.
Yesterday I went to my local Best Buy store and asked them to call the service center and request that they send me back my computer unfixed. Yes, that is correct. Although my warranty entitles me to have my laptop repaired, I decided that the burden of sending my computer elsewhere to be fixed (and paying for the repair), is less than the uncertainty of when Best Buy will fix my laptop.
But the Aggravation Continues...
The Geek Squad agent told me today that because of Best Buy's Computer Problems, my laptop "might" be shipped back to me on Monday, one week from now. I call up the service center and request they send me back my laptop sooner. But no, they are uncertain about how long it will take to send me back my computer unfixed.
So it is not enough that I forgo the opportunity to have my computer fixed for free, and save Best Buy the money and resources of fixing my laptop. From what I see, Best Buy cannot prioritize its responsibilities.
I face a double edged sword. Either I wait for Best Buy to fix it, which can take weeks, or I ask for it back, which will not happen right away.
Thank you Best Buy, for helping me affirm my decision to never buy from you again.
09-22-2009 08:16 PM
The reason for the delay is because the service must halt the repair, close any repair work/part orders, box the unit and ship it back to the store. Depending on how long it takes UPS to deliver the unit back to the store, this could take a few days.
09-22-2009 08:24 PM
No Adam. The service center has not even begun to repair my unit. My unit is still sitting in a box. No repairs or orders have been made.
Of course I realize transportation of the unit takes time! My problem is that the unit is not being shipped, and that the service center cannot say when it will be shipped!
There is no excuse for this conduct.
09-22-2009 08:32 PM
With the service center being backlogged and having several thousand units on hand, it does take some time to process requests. Even ones as simple as shipping the unit back. I apologize for the delay, the agents you are have already spoke to at the service center are doing everything they can to get the unit back to the store as quickly as possible.