Manufacturer Warranties and Protection Plans

[ajaudet]

What SPECIFICALLY are the terms and conditions for a No Lemon Policy and what types of repair quailfy under a PSP?

I am quite itrritated with my current situation.

I own an HP DV6000 (or something like that...the white HP from a couple years ago). I recently brought it in for my fourth repair, and was told by the Geed Squad employee who was helping me that because the computer would need to be sent out for this 4th repair that it would quailfy for a replacement under the No Lemon policy under my PSP. I purchased the laptop on 3/4/07 along with the 3 yr. PSP.

My repairs have been as follows:

1) Customer can not get to the internet with ethernet nor wireless. DIAG under PSP. Send out if we have to. (Result - The laptop was indeed sent out for repair and I was told a part was replaced to fix the problem. For a simple diagnostic, the laptop would not need to be sent out!!!)

2)Client reports that the unit is  overheating to the point of being painful to the touch during use. (Result - Laptop sent out for repair...Cleaned out the CPU fan. The unit runs much coler than it did before. MRI FACE has passed all hardware diagnostics)

3)Can not find the document stating the problem at the moment, but the result was that the motherboard was replaced.

4) One of the keys on the keyboard it broken to the point where the entire keyboard needs to be replaced and the unit still significantly overheats (Result - They wiped my hard drive? and they now need me to bring in recovery software.)

From my past experience with Best Buy's laptop PSP's, I feel I should quailfy for a new laptop under the No Lemon policy seeing as the laptop needed to be sent out 4 times for repair.  I have been told by every single Best Buy employee I have talked to over the years up until today that IF THE LAPTOP IS SENT OUT FOR THE REPAIR it qualifies!!!!! If it can be fixed at a Best Buy location it does not.

This situation is very disheartening. I do not want my laptop that keeps breaking back with a wiped out hard drive. Luckily I did back everything up...as I always to when turning inmy  laptop for repair.

Am I in the wrong to think it should quailfy for a replacement?!

[darthgonzo7]

I'm not 100% sure but if I remember correctly the no lemon policy only applies if the computer was sent out for repair each time for the same exact issue. Since it sounds like you had 4 different seperate issues you may not qualify for no lemon replacement.

A Community Connector should be responding to your thread soon with the final word on my assessment. Sorry to deliver bad news and I wish you luck in resolving your issues with the laptop.

[ajaudet]

Thanks for your response, but I know that is not true. I have been through this before without the repairs all being the same each time the computer was sent out and I have been approved for the No Lemon...

[Nokia]

After looking through the repairs you posted, it looks like you have three qualifying repairs. Repair #2 would not qualify, because removing dust is considered maintenance, not a repair.

FYI, a qualifying repair is any repair that fixes a problem and replaces a non-consumable part. The repairs do not have to be for the same issue to qualify for NL.

So, it looks like you have had three repairs. That means that upon the next diagnosed failure, you'll qualify for NL.

[ajaudet]

Thanks, Nokia.

The Geek Squad guy I talked to said the computer would need to be repaired 2 more times for hardware failure for me to quailfy. So I was misinformed in that regard by the employee I spoke with?

The dust makes sense...I thought they had also repaired the fan though. Just removing dust seems like something that could be done directly at a Best Buy loactaion vs. sending it out and making me wait a few weeks to have a working laptop again. 

If my laptop does indeed break again before next March, what do I need to ensure that the NL is honored? I noticed on my last service slip that the Geed Squad agent did not put "Customer requesting No Lemon" as they have in the past. Do I need to make sure that is on the service slip for it to be considered? 

[Elizabeth-BBY Community Supervisor]

Hi ajaudet,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days (bearing in mind Friday is a holiday). 

Thanks for your patience,

[Aaron-GS Community Connector · Accepted solution]

Hey ajaudet,

I’m sorry to hear about the difficulties you’ve been encountering with your computer. I can imagine how frustrated you must feel, especially if there’s been any confusion regarding your service plan coverage.

In order for a product to qualify for a No Lemon exchange – be it a personal computer, digital camera, or MP3 player – it must have three previous qualifying repairs and a fourth confirmed hardware failure. This does not mean, however, that any time a product is sent out for service it counts as a qualifying repair! Qualifying repairs are only those where hardware components are physically repaired or replaced. Routine maintenance, cleanings, software-related services (such as virus/spyware removal), no fault found diagnostics, and damages not covered by a factory warranty or service plan do not count towards a No Lemon exchange.

I would like to provide you some additional information, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.