Manufacturer Warranties and Protection Plans

[Tomb_Dragon]

I had purchased an hp 3 yrs ago and have had problems ever since  I had purchased the 3yr plan as well I never took it in other then a battery replacement which is not serviceable  so at about the end of my 3yr plan it started acting up I was never told it had to be sent out 3 plus times at first or yeah it would have been in a whole lot more for what I paid for it and the plan I received very rude,disrespectful service and lost a lot of work info because of these problems with the laptop not to mention the time it was sent in for and only to have it still not work the next day of it being returned to me after each time    the last time I received it back I was handed the laptop and one hard drive NOT the way I bought it nor the way it was supposedly sent in  I was told that the mother board had a problem and the 2nd hard drive could not be installed  I was told it had to sent out yet again because the GEEK SQUAD could not change the hard drives the so it went out for the last time after three weeks I was told it would be exchanged finally well I went up north 200 miles away from the store I had it sent out from when I was told about picking up my new computer  so where I was  was only 20 miles from the origenal purchase so I asked if I could just pick up the new computer there I was told they would call and set it up so that I could upon arriving at the store after a 20 mile drive and waiting 2 see that TWO hrs in the store they had told me my 1600 dallor laptop could only be exchanged for a 550 dallor one which well ok it was better then mine  so at the check out I was handed the laptop and sent on my way.......stopped at the door like a crimenal mind you was sent back to the GEEKSQUAD to get a recipte which was not given to me I was then told after all this messing around that that store could not give me the computer I had to go back the 20 miles to my house then go the other 200 to the store where it was sent out mind you the computer was still where ever service is just to get a gift card to come back the 200 miles to pick up the one they were going to give me since all of this I had to purchase a new laptop awaiting the old one to be fixed/exchanged and was told it could be returned until jan 14th  and was called a LIAR because bestbuy does not exchange them after 14 days and the manager of the store is the one who told me I could exchange it well anyway now I have not received my in store credit and was not able to return my new laptop  and have gotten no where with anyone do to the fact everyone says different things if I was to have to drive anymore due to bestbuy or the geek squads mistakes I think one I should be able to use in store credit at any store and they should give something more for the grief and money wasted driving all over the place when I paid for a service plan that covers anything but me putting it in water and Its not my fault that their not all trained the same if they don't know they shouldn't respond with answers even the managers.   Its only a little money but Its the point  if you pay for something you should get it not the run around sorry so ramble thanks

[Elizabeth-BBY Community Supervisor]

Dear Tomb_Dragon, 

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 a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Allan-BBY Community Connector]

Hi Tomb_Dragon,

With how much I use my laptop I can’t imagine being without it for very long, and if my laptop had been in for repair as many times as yours I would probably be pretty upset. It sounds like you purchased a Performance Service Plan (PSP) along with the laptop, and that is what was covering the repair. There are occasions when we would replace a product that is covered by a PSP, but it is intended to repair the product it covers not replace it. If a product that is covered by a PSP is approved for replacement the store that processes the replacement should offer the customer the same model, a like model which doesn’t exceed the original purchase price, or store credit in the amount of what a like model would costs today. If your laptop was approved for replacement, the Best Buy® store that sent it out for service would need to be the store that replaces the laptop. I apologize for any miscommunication in this matter, and I would like to try and get you resolution in this so I am sending you a private message. To check your messages you should log into the forum, and the click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate