Manufacturer Warranties and Protection Plans

[drgck]

I just returned from my Best Buy store and am extremely aggravated over the customer service and the handling of my problem. I have an iMac that in it's 11th month lost total power. I brought it in under warranty, and after waiting a couple weeks had it returned with the power supply and video card replaced. I took it home, and after it was used for about 2 hours it would overheat and shutdown. I took it back, they again sent it out and two weeks later I got it back with another power supply replaced. Once again, I took it home, and the first time it was used for 2 hours it overheated and shutdown.

I have two high school kids that need the computer for school work, so it is very frustrating to have to keep sending this back to repair, and then having it break down right away again. 

Geek Squad at Best Buy stated that since it is still manufacturer's warranty they can do nothing except keep sending it back in to repair, no matter how many times.  I then talked to the manager who reiterated the same thing. Absolutely nothing they could do. I have spent a lot of money over the years at Best Buy, have been a long time customer, and the first time I have a real problem they could care less. The state it is a manufacturers problem, but for the customer, Best Buy is representing the manufacturer. They are selling their products, and they should back up those products with proper customer service. I did not even ask for a new computer......in my mind they should try to work out something for a dedicated customer. I will probably send out some letters to complain but I am not hopeful for a resolution.

[Rrrrrrr]

dr, is there an Apple store near you? I would take it there.

[Elizabeth-BBY Community Supervisor]

Dear drgck, 

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.

[John-BBY Community Connector]

Hello drgck,

As a Mac enthusiast, I’m always dismayed when I hear about our customers having trouble with their Macs.  In ten years I’ve only ever had one need for repair, but it was enormously frustrating.  I certainly understand your feelings given back to back repairs.

Best Buy® offers repair services covered under the manufacturer warranty and for our customers who have purchased Geek Squad® Black Tie Protection.  Repairs under the manufacturer’s warranty result in replacement of the product only if authorized by the manufacturer.  Best Buy® will complete repairs as needed during the warranty at no charge (if the repair situation is covered by the warranty).  In addition, repairs completed by us carry a 30-day warranty for parts and labor. After the expiration of the manufacturer’s warranty, Best Buy® can offer service, but that service is available for a fee.  Products for our customers purchasing protection plans are subject to the No Lemon clause which guarantees a replacement after three repairs are completed and the need for a fourth is diagnosed.  This is not available outside of a protection plan.

Best Buy® and Geek Squad® support the manufacturers in offering warranty service for their products. All repairs are completed under terms of that warranty.  For your product, we have completed repairs each time that the computer has been presented to us and will continue to do so as you present the computer in the future.

Your options, if the problem is persisting and the manufacturer’s warranty has expired, would be to send the unit in for repair under our service warranty (if you’re within 30 days of the last repair), or to consult Apple for options available through them. 

I realize that this is an inconvenient situation and I regret that multiple repairs have been or are necessary.  I’m also grateful that you’ve taken the time to make us aware of your experience.

Sincerely,