Best Buy
Extended Warranty Denied Despite Verbal Promise to Accept Late Repair

To Best Buy:

Rosalind B. Bought a Compaq laptop computer from your store 150, San Bernardino, CA 92408. She bought the 3 year warranty that ran until 7 June. The
battery and the PCMCIA port have failed. She had suffered a fractured wrist, with a cast, and called your store in May. The laptop has a bring-in warranty, purportedly with "rapid" repair or over-the-counter exchange as she must have a computer for her work.

She explained the difficulty of bringing in the machine with her cast, and she was told "no problem" as she was scheduled to out of the cast and in physical therapy in mid- June — "just bring it in in June and we will
take care of it under the circumstances". Now, she is told that this statement will not be honored.

On her behalf, I called your 888 237 8289 number this morning (11:30 AM PDT) and spoke with Lovelene Montineri who gave me case number C3502093 and who told me that under the circumstances the warranty should be honored.
Lovelene stayed on the line while she connected me to service. I spoke with Angela, no last name or other identifier, who contradicted Lovelene and told me that the warranty would not be honored. I requested to speak with Angela's supervisor; Angela indicated after much persuasion that she would transfer the call, but instead the line went dead.

Please arrange for Dr. Bresnahan to get her computer repaired.

To file a PSP claim: If you have a "carry-in" plan, bring your covered product, your plan's receipt and your PSP brochure into your local Best Buy store

From Best Buy:

Best Buy Consumer Relations wrote:
Date: Fri, 30 Jun 09:38: 41 -0500 (CDT)
From: "Best Buy Consumer Relations"
To: "Yasha K"
Subject: Re: Repairs & Parts (KMM2322126I85L0KM)

Yasha,

If the store has told you that they would do something, you need to speak to the person at the store. Our Corporate Offices are not able to approve a repair on an item that has an expired PSP. Please speak to the agent that gave you the ok for repairs.

Please know that this is the final resolution we are able to offer at this time. You will not receive any further correspondence on this issue from our office. We do welcome and encourage you to contact us again in the future should a separate question or concern arise.

Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.

Best Wishes from Best Buy,
Katie and the Customer Care Team

Company: Best Buy
Country: USA
State: California
City: San Bernardino
Site: bestbuy.com

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