04-10-2019 10:11 PM
I purchased a laptop last year along with the protection plan. Due to a water spill, I was forced to take my laptop in for service. Originally I was told it would need to be shipped off to Texas and we should know something within 2 to 3 days which was not the case. When I was able to pick my laptop up the agent told me they sent back a refurbished one which was fine with me. A few days went by and the computer started freezing up and shutting down at random times. I went back to the store to let them know that I received a defective laptop. The agent told me since I do not have a tech plan that my protection plan would not cover these issues and began trying to sell me on the tech plans. Needless to say, I turned around and walked out and somewhat confused. Not sure why I would be forced to pay for a defective item my plan was supposed to cover in the first place. I have written a complaint to the local store without a return email to date. I can honestly say that the lack of customer service I have received has been awful. I am a student and because I can't go another two weeks without a laptop I will be forced to buy one. Not sure if the is your strategy but I plan on buying from another retailer.
04-11-2019 10:50 AM
Welcome to the Best Buy Community forums. I’m sorry to hear that your laptop is having issues like that after being replaced.
We offer different types of protection plans, some of which cover software issues and some of which cover hardware faults. It sounds to me like your initial issue was hardware related, but the store determined that the second issue was software related.
I’d like to double check into this for you. Please send me a private message through the link in my signature below this post. I’ll need your name, email address, phone number, and service order number. If you could let me know when you visited the store and were told that your issue wasn’t covered, that would help as well.
04-11-2019 11:56 AM
04-11-2019 12:37 PM
A refurbished computer should come with no issues on it.
If issues do pop up, the solution would depend on the source of the issues on that replacement. If the issue is hardware related, it should still be covered as long as the Geek Squad Protection Plan is still active.
Software issues, however, are not covered under that plan. If something isn’t covered under the plan, we’d want to try and get you the coverage you need.
If you send in those details I asked for, I’d be happy to look into this and make sure that there isn’t any coverage here, and to see if we have any alternate solutions for you.
04-11-2019 01:03 PM
Thanks, Kyle. I think you have answered my question and I will no longer be a customer. In essence, what you are saying is that Best Buy will give me a product replacement under my protection plan. What they fail to say is that this new or refurbished product will be broken with a problem not covered by my plan and it will then be my responsibility to fix. I can honestly say I will no longer be a customer of Best Buy I know it might not mean much but two elite customers at a time will slowly impact business.
Like I said the second time I only spoke with an agent I never dropped my computer off because they were trying to charge me for the broken product I received. Thanks for responding but I will go another route.
04-11-2019 01:33 PM
Hi again, curriecan,
Without seeing the computer myself, I can’t determine if the issues with it are because of a hardware issue or because of some kind of software problem that happened after receive it back from us.
If you change your mind and would like me to look into this, and see if there’s anything we can do for you, please lend that message in.
04-11-2019 04:56 PM
I am not sure if this is the script they are telling you to say because I know I am not crazy. This situation would be the same as if I purchased a tv at your store and while checking out the cashier smashed it with a hammer. Then telling me I would need to purchase a tech plan as this would not be covered by the warranty.
1. I purchased Surface Pro 4
2. I purchased a Protection plan for Laptop
3. Submitted a claim for my laptop which was sent to Texas for repair.
4. The repair service center sent me back a bad, faulty, broken, defective not working correctly laptop.
5 A store employee tells me that it is software related and my protection plan won't cover this even though it was one that you guys gave me as a replacement and it was bad when you gave it to me.
It is now my responsibility to pay to have this fixed? Regardless if its software or hardware related, Obviously the one that they sent to me was defective as well. Why should I pay for your company mistakes? Also, you should not need to see my laptop to understand the issues are beyond whether or not it's software or hardware related.
04-11-2019 05:16 PM
Hi there, curriecan,
Kyle has stepped away from his desk, so I’ll be filling in for him. While not the answer you want to hear, it is indeed hard to say what’s happening with your replacement product without having access to said product or any of the information Kyle asked you to provide—your full name, your email address, your phone number, your service order number, and the store you went into when told your issue wasn’t covered.
I would certainly love to do what I can to assist or advise, but to do that, I’ll need you to send us a private message with the information Kyle asked for. If you change your mind about letting us look into this for you, just use the “private message” option in my signature to send those details securely.
04-11-2019 05:57 PM
Sent, Sadly this is an extremely simple customer service problem that could be solved almost immediately. Because I am in school I do not have the time I need to fight this craziness as I should.
04-11-2019 06:22 PM