05-01-2019
10:21 PM
- last edited on
05-02-2019
10:43 AM
by
AndrewB-BBY
I purchased an Aienware Aurora 7 on 3/21/2018. I had many problems but managed to use it with the help of Dell Support. However after 1 year it did not work at all and brought it to the Aventura, Florida store on 4/5/2019. They told me it was a Windows issue and I made an appointment to pick it up on April 8. When the computer was turned on for me it would not boot up, just as before. In other words they were wrong and did not bother to check it. The computer was sent to Kentucky, I believe,that is where, on April 8. Here is the repair record so far-seems to me they are incompetent, or worse.It is under extended warranty from Best Buy. (2 Yr ADH 1400 and Up Desktop GSP)
There is no indication when the computer will be functional. This is a "gaming computer" but I bought it for video editing. I bought it because I record, edit and post hundreds of videos online for local non profit organizations. I am very far behind in my work and I believe these worthy organizations have suffered because of it. I feel it is time to replace the computer, seems your staff is not able to repair it. It has been 27 days since it was brought into the store.
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05-02-2019 11:13 AM
Hello, browhow1,
Welcome to our community forums and thank you for taking the time to let us know about your experience with this repair. As a someone who uses a computer for both school and work I know how big of an impact not having your computer would be. While it looks like several different components have needed to be replaced I would be happy to take a deeper look in to this. While I can't guarantee we will be able to replace this computer at this time I'd like to reach out to our repair center to see if they can provide an update. I removed several pieces of information from your post to protect your privacy. I'll be sending you a private message shortly regarding this repair. Please keep an eye on your inbox by ensuring you are logged in to your forum account and clicking the orange envelope in the top right corner.
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05-08-2019 12:27 AM
UPDATE:
On May 7 early in the morning, they received yet another part "necessary to complete your repair". This has happened so many times atreadythat it hard to think of Best Buy service as competent to repair it this time.(see original post) . As of now (1:20 AM ET, May 8) there is no notice of a functioning 1700 dollar computer only 1 year old ! It has been a full month! Unbelievable. I Think it is ntime to replace it, as per the service contract. Shame on you Best Buy.
05-09-2019 10:43 AM
I went to the BB store last week, with documentation of the service issue. I received a response the next day that there would be a follow-up, they also called. Yesterday I was given full credit and was able able to get a new computer-the Alienware Aurora 7 could not be fixed. The staff in the store, especially Diane from the Geek Squad, performed very well.
05-09-2019 11:00 AM
Hello, Howard,
I'm very happy to hear that this was all resolved and the end result was a positive one. Please feel free to reach out to us once more. We're always happy to help!
Dave | Best Buy Corporate
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