Also, I'd mentioned more than 5 mistakes overall. Here's part of the message I sent to them, hoping it helps you avoid the same (like believing what you see in Track Your Repair)...
Here's a quick catalog of how things should have been in a world with good policies and proper training:
1) When we were in store and wanted to buy the Asus laptop, the sales support person should have told us that if we order online instead of buying in-store, Asus includes an accidental damage protection plan for free. [Note that we did not buy in-store because the Zephyrus laptop was out of stock. We just got 'lucky']
2) When we brought the laptop in for repair, the Geek Squad staff should have checked - was this purchased in-store or ordered online and discussed the ADP policy with us. After all, we had made an appointment and had dedicated time with your staff.
3) Geek Squad staff should have known how to update my email address so that communication between us worked. You told us we needed to call an 800 number - told us after 7 weeks of poor communication, and many attempts via phone and email to update this.
4) When your service center discovered accidental damage, they should have checked whether Asus' ADP was active and if so, offered to replace the laptop or fix it for free. Or, when we originally brought the laptop in, your Geek Squad staff should have said we would only get real service if we sent it to Asus ourselves.
5) The Best Buy Track Your Repair service should actually indicate what's happening. If you did not fix the laptop, did not receive the parts, it should not indicate the opposite.
6) In a situation like this, you should make sure the communication is working. Your staff did not make sure we knew the laptop was not fixed. We should never have arrived at the store expecting to pickup a fixed laptop.
7) Your handling of the situation at pickup could have been much better. We were devastated - this was a big purchase for us and we were obviously expecting a different outcome. You could have said, "I know it makes no sense to say that your laptop is too new to repair, I'm checking with service to see what we can do. I can't offer you a replacement but since it is so new and this process has not been great, I'll see if we can offer you a discount on another laptop".
8) You did pursue this afterwards and check again with service - this is great. But how did that process not find out we *did* have ADP coverage!? It seems strange that nobody is informed about the basic facts of this coverage.
** Policy **
Some of the above would not be necessary if Best Buy policy was proper.
A) If ADP policy remains the same, Best Buy should simply not sell Asus laptops in-store. If sold in store you should offer a Best Buy ADP for free - one that's equivalent to that provided by Asus.
B) Staff should be trained on:
i) How to update an email address and,
ii) Basic Asus policies and,
iii) When to tell your customer you are better off sending things for service yourself (because of Best Buy policies).
** For us? **
I think these are very serious issues. A customer should *never* be asked to pay $831+ for something that is *already covered*.
That nobody told us about ths policy seems designed to hide the reality that Asus includes this coverage. This is wrong in the most basic sense.
Deysha-BBY
