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Posts: 7
Registered: ‎12-08-2008

Can Sony require Best Buy to return a laptop to them for repairs?

I lost a keyboard key on my Sony Viao which I purchased in August of 2007 from Best Buy. I also purchased a three year extended Best Buy warranty. I took it to Best Buy and they said they are required by Sony to send it to them for repair (keyboard replacement) even if the mfg's warranty has expired. The Geek squad also told me Sony would do a total check of the laptop including wiping my hard drive to check for errors. I said, no thank you; I have no desire to completly rebuild my hard drive simply because I have a broken key on my keyboard. I also have a reluctance to let them send another of my laptops to anyone for repair. I got the Sony as a replacement when the Geek Squad sent my six month old HP to HP for repairs. It was lost either at Best Buy or HP. They gave me the Sony as a replacement, but it still cost me over $800.00 to buy a new extended warranty and a lot of new software because my old xp software wouldn't work on the new Sony Vista system. I am simply wondering if Sony can really require Best Buy to send the laptop to them for repairs even if the Sony warranty has expired. Thanks Ted
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Registered: ‎11-10-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

A lot of old software? Lets talk about this one Smiley Wink

 

When you mean old software, what are you referring to? I have games and applications that were originally designed for Windows 98 and ME , and they still worked fine on Windows Vista. Windows Vista has a compatability mode built into its core that allows you to run programs that were designed for older operating systems. The success rate of compatability is pretty high, and Windows usually notifies you upon installation of a program if something in the way of your system is going to cause a conflict. In extreme cases it fully prevents you from installing the program if it determines that installing it can cause severe compatability issues on your computer.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Re: Can Sony require Best Buy to return a laptop to them for repairs?

Well, as a start; Best Buy required me to repurchase the anti-spyware and anti-virus software I had purchased and they installed on my laptop they lost. They did install it at no cost. I then couldn't install a program named "Microsoft Picture It Publisher Platinum" on Vista. I loved the program but it absolutely refused to install. Microsoft couldn't help me because they had discontinued support for the program. I had to buy Photoshop for comparable features. I couldn't get my old Microsoft Office to install with all the original product keys. Microsoft couldn't help me again. They didn't seem to know what was going on with their new Vista operating system. Yep, had to buy a new copy of office.. There were others which wouldn't install that I replaced. After I had the laptop for a while and Vista went through a few updates, it did start installing some programs easier.
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Registered: ‎11-10-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

There are lots of great FREE alternatives to the big stuff out there that work 100% with Windows Vista and does not require a paid subscription to use them.

 

Some programs I like that are FREEWARE antivirus programs:

 

AVG Antivirus 8.0

Avast Antivirus

Avira Anti-Vir personal edition

 

Freeware Spyware / Adware removers:

 

Ad Aware

Spybot Search and Destroy

Spyware Blaster

 

These are some of CNET Download.com's highest rated programs and they are all free for personal use with no payment neccesary.

 

For Microsoft Office, there is an excellent alternative to Microsoft Office called OpenOffice.org, Its 100% compatible with all your word , excel and powerpoint files and it does all the same things Microsoft Office 07 does except its free Smiley Happy

 

Finally on the Photoshop side, I use an excellent freeware alternative to Adobe Photoshop called "The GIMP" it supports plugin like effects similar to Photoshop and Paint Shop Pro and its interface is user friendly.

 

Hopefully this helps.

 

All these programs can be obtained on http://www.download.com

 

CNET also has excellent tutorials on their website on how to use these programs.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Registered: ‎12-08-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

Yes, I have and use most of the freeware you mentioned. I do prefer trend micro antivirus on my vista system, but use AVG on my xp laptop. I tried openoffice, and while it is a good program, I still prefer ms office. I use GIMP for some of the filters which I prefer over the photoshop filters, but I use photoshop for some of it's features which seem better than GIMP.

 

Do you have an opinion concerning my question about "Sony requiring Best Buy to return my laptop to them for repairs"?

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Registered: ‎09-29-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

Hey tedIn,

Because our service centers are factory authorized repair facilities for most products we sell, Best Buy® does not normally ship products directly to the manufacturer for repairs. There are some notable exceptions, however, and some manufacturers may require that repairs sought on specific models be addressed by one of their own in-house technicians. Simply put: if Sony doesn’t want Best Buy® technicians working on a specific computer, we need to ship it to them for repairs.

How we determine where your product needs to be shipped though is a fairly simple process. When you bring a product into your local store, Geek Squad® agents enter basic model and serial number information into a repair tracking program. This program not only tells them where it needs to be shipped, but provides an estimated return date as well.

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.
Aaron|Social Media Specialist | Best Buy® Corporate
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Registered: ‎12-08-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

Aaron-GS,

 

Thank you for your reply. I really appreciate the information you furnished, however I still don't understand how Sony can dictate to Best Buy (and me) that my laptop, which no longer has any manufacturers warranty; must be returned to them. The only contractual obligation for repairs to my laptop is from Best Buy due to the extended warranty I purchased from Best Buy.

 

Please understand that we would not be having this conversation if Sony didn't insist on wiping my hard drive when the only thing my laptop needs is a replacement keyboard.

 

You might want to mention to Sony that I planned on buying my wife a new large screen Sony television for Christmas. I'm sure she will be happy with the 47" Samsung  I purchased at a different vendor. I know I will enjoy the new Canon G-10 camera which I also purchased at different vendor. I will be purchasing another laptop computer after the new year. While I am sure it will not be a Sony, I'm not sure where I will purchase it. 

 

Thanks again

 

Ted

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Registered: ‎12-10-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

Out of curiousity, why does Sony's poor support have to do with shopping at Best Buy? Is it because they didn't tell you it might have to be shipped to Sony at a later date even if the PSP was through them?  

Keep in mind that the part you want replaced is OEM and not something that can be gotten from another supplier, too, as that could very well be why Sony is forcing BB's hand. 
Just a guess. 
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Re: Can Sony require Best Buy to return a laptop to them for repairs?

zerogwd,

 

"Out of curiousity, why does Sony's poor support have to do with shopping at Best Buy? Is it because they didn't tell you it might have to be shipped to Sony at a later date even if the PSP was through them?"  

That thought did enter my mind because the extended warranty was purchased from Best Buy. I assumed Best Buy would repair my computer if required.

 

"Keep in mind that the part you want replaced is OEM and not something that can be gotten from another supplier, too, as that could very well be why Sony is forcing BB's hand. 
Just a guess.  "

 

Yes, you are correct; and that is how I would want it. I can purchase the part #141780221 direct from Sony for $62.91 and so can Best Buy. Lets see now! If the replacement part costs $62.91 and my extended warranty cost $329.00, that still leaves Best Buy a little profit on the warranty.

 

I have now purchased extended warranties from Best Buy totaling $630.00 and I only have one laptop to show for it. They lost my first laptop when they sent it to HP for repairs. I had to spend an additional $800.00 to have a usable laptop after they lost my first laptop. I am a little reluctant to allow them to send another laptop to the manufacturer who says "we will fix your keyboard, but we will also format your hard drive wheather it needs or not.

 

Go ahead, tell me I am unreasonable with a straight face.

 

Ted

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Registered: ‎09-29-2008

Re: Can Sony require Best Buy to return a laptop to them for repairs?

Hey again tedIn,

Whenever Best Buy® provides repairs under factory warranty coverage or a service plan, our service centers are required to follow the guidelines established within the original manufacturer’s warranty. If one of those guidelines then is that all service must be obtained through the manufacturer itself, we are required to ship your product to them for repairs – even if the factory warranty has already expired.

As far as “wiping the hard drive” is concerned, keep in mind that most manufacturers (and authorized service centers) are not able to perform partial repairs. If diagnostics identify a failing component, that part needs to be replaced. On top of that, reinstalling a computer’s O/S is often the fastest way to rule out corrupted drivers and damaged software as the reason why a computer is failing…especially if initial diagnostics didn’t identify any defective hardware.

If you’re concerned about losing your files though, you can always try backing up your data before sending it out for service. If you’re not sure how to do so – or would simply rather have someone else do it for you – remember that in-store Geek Squad® agents do offer this service for a nominal fee.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.
Aaron|Social Media Specialist | Best Buy® Corporate