How do I begin to tell you my saga? Let me start at the beginning. I purchased a top of the line Toshiba laptop, at Best Buy, in Dedham, Massachusetts, on 3/14/04, with a three-year service plan, costing $2,149.
When I brought the laptop on and turned it on for the first time, I was inundated with popups. We immediately brought the laptop to BestBuy, where they reimaged the computer. After bringing home the computer, the same situation occured. Once again, we returned to Best Buy, and I was told the computer needed to be sent away for service.
The laptop was sent to the manufacturer for service, and returned to us.initially, the computer was working fine. However, after three months the laptop would charge the battery when the AC cord was plugged in. The laptop would not recognize the AC connection, thus draining the battery, and rendering the laptop useless.
Once again, we made the trek back to BestBuy for service, by the Geek Squad. We were told that the power cord was defective, and a new cord was to be delivered. Not surprisingly, the new AC cord made no difference, and the battery remained dead. At this time, the technician defined the problem as a "computer malfunction and overheating." It was sent out for service to Toshiba. Toshiba replaced the fan, neglecting to address the actual problem that the laptop would not charge the battery.
Once again, I found myself back at Best Buy, requesting service. The Geek Squad said that the system was not working, and so, it was sent out again. This time, Toshiba decided to change the motherboard, fan, hard drive, and DVD-ROM, once again ignoring the power cord issue.
Back to Best Buy I went, and I showed them how the laptop was not charging the battery. I attempted to explain to Best Buy that the problem was not the actual cord, as this had been replaced.instead, the laptop had a problem with the connection between the AC cord and the battery. At this time, I advised the Geeks that this was my fourth visit, and I should be eligble for the No Lemon replacement policy.
The technician advised me that all of the prior repairs were not described as the same problem, so the Lemon Law policy could not be activated at this time. So once again, the laptop returned to Toshiba for repairs. I even instructed the technician as to how to write the service request, so that I may be eligible for a Lemon Law replacement in the future.
I received the laptop after repairs.in fact, the laptop was not sent to Toshiba for repairs, but to a "Best Buy Chicago Service Center." Soon after, I heard grinding noises coming from the computer. I sent the laptop back for additional repairs, since the laptop still refused to charge.
Back to the Geek Squad I went, and informed them that the laptop had suffered from the exact same power malfunction problem for more than four times. Hence, I should be eligible for a lemon replacemnt through the terms of the protection plan contract purchased through Best Buy.
Two weeks later, Best Buy Corporate contacted me, saying that I was in fact eligible for a lemon replacement, and that I would receive a computer of equal monetary value or less. Once again, I visited Best Buy in Dedham, MA and the Geek Squad technician, Tyler told me that we would receive something comparable in specifications and that he had ten years of experience with computers and new exactly what was needed. He directed me to an $1100. Laptop and explained that this had the same if not better configuration than the Toshiba. Mind you, I purchased the top-of-the-line PC and since time had passed I could not receive a top of the line computer since I would be gaining unwarranted value. Tyler told us that we made out in the $300. Service plan. Never was that my intent. At this time, I requested to speak with the manager. The Service Manager, Greg appeared and explained that this was a comparable laptop. I felt under the aggrevation and lack of having a laptop that I should receive what I originally came into Best Buy to purchase. I started to become extremely loud and irrate with the manager explaining that I had spent thousands of dollars on purchases in their store and had never encountered this problem. Also, I had informed him that Corporate Best Buy said that we would receive a laptop of equal or lesser dollar value.
The saga continued with the Store Manager, Howard Davenport into the heated discussion. He supported Greg, the Service Manager never once offering to help solve our problem. To add insult to injury, Howard told me that I could not yell in his store this way and I needed to lower my voice. At which point, I explained to him that he was more concerned with the image of the store to other customers than to my problem. Once again, he stated that this conversation could not continue and if we did not accept the laptop that we would have to contact Corporate Best Buy to resolve it. I informed that we would and also contact the New England News for business complaints. Tyler quickly told the managers that they needed to contact Corporate Best Buy to advise them of their position, not realizing that my wife was nearby to here the comment.
We left the store and contacted Corporate Best Buy on our our cell phone in the parking lot. Maybe this was not such a good idea since we saw each of the individuals come out of the store and watch us.
Now, after finally getting through the myriad of phone messages forward we ended up with Calvin, a Customer Service Specialist. He did not show any concern at all to my grievance of an ongoing problem that was augmented by their lack of addressing the primary problem. I requested to speak to the supervisor and was connected with Matt. He restated the contract and explained that they did not even have to give me the computer for $1100 either, if they did not want to. Matt also stressed that they are not responisble for any loss of time, or further malfunction of the laptop. Therefore, they would only look at today's market value of the problem. At this point, my cell phone battery died. After redialing Best Buy and requesting to speak with Matt, I was told that he could not be contacted.
Still in a fury, I decided to contact Toshiba. Toshiba explained to me that my warranty had expired, which I understood, and that the laptop was never sent to them for service. Jane, a representative at Toshiba, asked me if Best Buy had offered to extend the Toshiba warranty, and I informed her that they had not. Jane explained that I needed to contact Toshiba customer relations, and open up a claim, which I will do immediately. I am disgusted with the run around and ripoff that I have received from Best Buy. Best Buy should be held accountable for their substandard customer service relations, and failing to stand behind their merchandise.
Abraham
Norwood, Massachusetts
U.S.A.
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