Manufacturer Warranties and Protection Plans

[staylor6464]

I purchased this computer January of this year.  I realize Best Buy did not build this computer, but I have to say it has been nothing but a huge glitch since I purchased it.  9 months after usage, I got a message to back up all important data because my hard drive was failing.  I did my backup and sent it in for repair to toshiba.  Low and behold it came back erased with none of the software that was included upon purchase.  Some I could replace, some I could not.  Fine, then I noticed that the top of the computer was scratched.  Then, after plugging it in and beginning to download my updates and antivirus, within 15 minutes I could not get my internet to stay connected.  Everytime I unplugged this computer from the power supply it disconnected from the  internet and would not reconnect until the power supply was plugged back in.  It constantly resets or erases my homepage...it is still just one big glitch and there are too many too mention.  My touch mouse no longer works and the disc drive works when it wants to. 

I called toshiba....again...to get help with the new issues and was told that I must have gotten a virus...in 15 minutes.  now mind you, I had the computer for 9 months with no virus...I also have a compaq computer that I have had for 5YEARS with no virus...but someone this computer fresh out of the box had a virus and it was my fault.  The tech then got into my computer and reset my IE without even telling me he was about to this.  He erased everything on my pc without even giving me the option to save anything then told me the rest was fault and was not covered.  I called best buy and was basically told too bad so sad...not out problem.

I realize I am nothing to best buy or toshiba, just a disabled poor student who had saved for many months to get a quality, so I thought, product so that I could get my degree and live life.  I am now stuck with this piece of crap with no one wanting to take responsibilty for a new product not even a year old that has already crashed once and now barely works.  I too feel cheated, I too wonder if the customer means nothing to corporations and big business, seems like once you hand over your cash, the customer service stops!!  I think I will stick with the cheaper computers from now on and will stay away from best buy and toshiba....they aren't worth the grief.

[CrystalWoW Community Veteran]

Sounds like the drivers did not get reinstalled when you reinstalled the operating system. This causes the majority of the issues you listed.

[staylor6464]

I didn't reinstall the operating system...supposedly toshiba did, or at least replaced the hard drive with a used one (awesome), and I would assume they would have installed the drivers at this time also...but maybe they didn't. 

[Ryan-BBY Senior Social Media Specialist]

Hello staylor6464 -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Douglas-BBY Community Connector]

Hello staylor6464,

I can imagine it’s been exasperating to send your computer out for service, lose all of your files, spend time on the phone with support and still have trouble getting your computer to act quite right.  I’m sorry if, after all this, our agents weren’t helpful when you called into us for support.

If your computer was purchased 9 months ago, you should still be within the warranty and our Geek Squad would be glad to take a look and try to offer some advice on how to proceed.  We didn’t perform the original repair, so we can’t necessarily account for what’s already taken place, but we can try to pick it up and keep this moving in the right direction for you.  Bring your computer and purchase receipt by the Geek Squad desk at your local Best Buy and one of our agents can take it from there.

Thanks for shopping with us and for taking the time to post here on the forums.  If you have any other questions or concerns moving forward, let us know.

Cheers,

[staylor6464]

Is there anyway to get help for my Laptop I purchased last year.  I bought in January, HD failed in Sept.  Toshiba repaired, HD has now failed AGAIN!!!  I called Toshiba and they say too bad so sad.  I am at a loss that I am now stuck with a computer that the HD has failed twice on that I have only had for 16 months....please help,

Shawn

[TB4321]

Without the black tie protection, and being outside the warranty, there probably aren't too many options Best Buy or Toshiba has for you. If you purchased it with a Major Credit Card, your credit card carrier may have options for you if you still have your original receipt. But you would need to call the carrier, (Visa, Mastercard, or Amex) not the credit card company you send payments to. 

I have heard success stories from Visa before, where they offered to reimburse me for a television that died several months outside of its warranty. 

Just a thought and best of luck. 

[Douglas-BBY Community Connector]

Hello staylor6464,

I'm sorry to hear that you are having trouble with your computer again.  Our Geek Squad is always glad to take a look and get you an estimate on your repairs. I hate to bear bad news, but we likely wouldn't be able to offer you service free of charge under the manufacturer's warranty if it has been more than a year since you made your original purchase.

Please feel free to stop by so our agents can get you an estimate.  Let us know if you have any other questions moving forward.

Cheers,