Never thought I would see a company so blatantly Violate its own service plan but I have and I am experiencing it first hand!
My Wife and I have been loyal customers of Best Buy and bought Thousands of Dollars worth of Products over the Years and I am still in shock over the way we ARE being treated by Best Buy and Best Buy Corporate..
We Purchased a Toshiba Laptop computer and paid extra for the Service Plan, So far this year Best Buy and there repair centers have had the computer longer than my wife has! The Laptop Currently sits at the DEX repair Center after being sent in for the 4th REPAIR!
The No-Lemon Policy clearly states that after being sent in for the 4th Repair the no-lemon Policy would come into play and you would basicly get a replacemant computer, Kurt one of the Managers at the store confirmed for me over the phone that yes this qualifies for the NO-Lemon Policy... Sound like a done deal? NOPE!
DEX upon Recieving the laptop for the 4th time Requested from Bestbuy corporate to "JUNK IT" When My wife brought it in for the 4th Time and took it to the Geek squad the Computer would not even turn on... But the Geek squad guy said they had to send it in to VERIFY it was broke for the 4th time!!! Unbelievalbe! It wouldnt turn on! DID I SAY THAT ALREADY?
O.K. So they had to send it somewhere else to get an expert opinion on why it wouldnt turn on and verify it was broken... AGAIN...
The Email was sent from DEX to REQUEST the "Junk-it" BestBuy Corporate DENIED the Request and told them to fix it for the 4th time...???
All Previous Repairs are Documented by me and BestBuy Manager confirmed all 3 Repairs were Hardware Issues and he couldnt understand why Corporate is denying this... He starts to make phone calls and Emails "escalating" (seems to be a popular buzz word at bestbuy) the Issue of Junking it and getting My wife a laptop which she needs for her work...
On Last Friday 12 May Kurt stated it is not the issue of approval for the Replacemant now and that he was just waiting on an a confirmation code so they could do a like exchange on computers? I said o.K. And he stated it would be no later than Tuesday 16 May Called back Today and Kurt has gone Home but another manager aware of the situation said they sent off another Email Today "escalating" because he said they got another DENIED email from corporate??? What Happened to the its not a matter of approval anymore?
As of this coming Thursday BestBuy will have had my wifes laptop for 30 DAYS!!! And as of Now In my opinion they Have VIOLATED there No-lemon Policy and continue to do so blatantly... The Hardware Repairs are Documented and this is the 4th Repair and as we speak the Laptop sits at the Repair center after a Mother Board Repair but it FAILED the BURN Test? So Hey I guess Technically they are on their 5th REPAIR!
What Best Buy is doing in my opinion is Totally Illegal... We Paid Good Money for the service Plan which apparently is useless... The Very First Manager that told us the Junk-it was denied told me straight to my face that it didnt qualify because the same part had to break 3 times and then on the 4th time it would qualify for the no-lemon??? If I wasnt so angry I would have been laughing!!! He changed his tune when I asked him to show me that in the Service Plan and it wasnt written there ANYWHERE!
So Now Here I sit an Activated Reservist away from My family and My wife is being treated this way by a large company who has records of our purchase History and Our Return History and Both are Excellent... Yet they wont do what is Right and HONOR the sevice Plan which they charged us for... How many More weeks Months Days is BestBuy going to drag this out?
My Family and I dont want anything EXTRA from BestBuy, We only want what we Purchased, A working Laptop and for to bestbuy to Honor the Service Plan... Thats IT... I am considering Contacting Every Media, Print, T.V., Radio, and Possibly a Lawyer if this is not Resolved ASAP!!!
I forgot to Mention that I have Called and Emailed the store, and sent at least 5 Emails regarding this issue and Kurt is the only one with a genuine Interest... No ONE else at Best Buy has expressed any interest in doing whats right...
My Family has never been treated so Poorly by a company. EVER...
Dan
Littleton, Colorado
U.S.A.
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