I was first given a laptop by my grandparents upon graduating from high school. The laptop was purchased in April of and they also bought a PSP, just in case. Well the first laptop they got me lasted for 8 weeks, before the control key accidently broke off. I took it back to the store, hoping that they could give me a new key, so i could be on my merry way. They replaced my computer with a brand new one, same or similiar model. Another 2 or 3 months went by and this time the up arrow key broke off. Once again, new computer. This happened for a third time in december, and once again, I got a new computer.
Things started to go really badly after this, as toshiba had released a new line of laptops, and I am convinced the model was just crap. Within 6 weeks of getting the computer the damn thing would not get any power. So i took it back and they replaced it. Same model, and of course within 3 months it had to be replaced again. This happened every few months until January 05, when I went back for yet another power supply issue. I go to Penn State, so i had been going to the best buy up there for the past year or so. For some reason, they decided this time they didnt want to replace the computer. I asked to talk to a manager, and he told me that it was ridiculous how many new laptops they had given me! I said i completely agreed, and after a while he consented and instead of repairing it like i suggested, he replaced it.
In May more fireworks occured, as the new laptop broke again. I went back to the store, and after a few hours of discussion, the manager kevin decided that my warrant was already void (even though i was previously told by Matt Miller, the computer manager who helped me in January that it wasn't). He told me I was not getting a new computer or a repair, and he kicked me out of the store by threatening to call the police on me, cause i asked him if we could talk to Matt Miller and find out what really happened. I called corporate and complained for a long time, and the next day Matt called me and asked me to come to the store. He told me that my warrant should have been expired, but that he had chosen not to based on the closeness of the replacements. He, and pretty much he alone, believed me that the computers I had were just crap. So he told me that he had talked to Kevin, and they were willing to issue me one new computer, but that my warranty would expire, and I would have to buy a new one. So i consented, and then he told me that I had to make the exchange today or else they wouldnt allow me to again, and that there was only one computer left in the whole store that was in the price range i could get. It turned out to be a Medion (whicn almost no one has ever heard of at any of the best buys i have been to, and a company which is supposedly owned by Best Buy themselves).
The new computer started out great, but soon turned into the worst of all of them! It first broke in september of 05, when it once again stopped recieving power. So i took it into the store, and they told me that Medions would never devo out, so they had to send it away. No big deal, had to happen sooner or later. It came back 6 weeks later and worked like new. For 3 weeks. After the 3 weeks the computer just stopped booting up and would not work. I took it to the best buy in paramus, as i had found them to be a lot less inept than the best buy at state college. They said that it was a problem with the mother board, and it would have to be sent out (all they decided to do here was reset the bios, but they sent it to the service center). So it got sent out, and came back 3 weeks later. It worked great for 4 days. Then the same problem happened again. Motherboard issue the geek squad said, and they sent it out again. It came back 2 weeks later and worked fine for about 2 months (end of march 06), when it once again stopped recieving power. I took it back to the best buy in paramus on April 1st, where we had a long discussion because I was asking for the no-lemon policy junkout, since it had been sent away for 3 times. I had to argue with them for a while, and then we finally called up the best buy customer service people. We talked for a while, and it was concluded that since the computer had been sent away three times already, and this was the forth, that it was already qualified for the no lemon, and they just needed a tech authorization. I actually have a written document from the geek squad agent i spoke to (her names Alissa and if you ever need help at the paramus best buy go to her, she is amazingly helpful). The document says that according to corporate the three repairs counted as valid repairs because they were all repaired at the service center, and its signed by her and the manager. The service order itself says that the computer had 3 repairs, and that corporate had deemed that it would be junked out, and that we only wanted a tech evaluation of the new problem, which was obvious. Well they never called me, so i had to call them back earlier today, and was told that they had changed their mind, and that my computer did not qualify as having 3 repairs. I stated my case that this was not true, i gave the names of the people i dealt with, and they pretty much told me it didnt matter, and that this was there decision. I still have the document from the manager and geek squad agent, but I am furious. They aren't even fixing my computer, they are sending it back in its current broken state! I can't believe that this company can be so dishonest. Does anyone have any suggestions about what I should do? I have the CEO's number, though i doubt I'll be able to contact him. STAY AWAY FROM BEST BUY!
Brett
Mahwah, New Jersey
U.S.A.
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