Best Buy has done it again!
I purchased a notebook computer from a friendly best buy store in new jersey, as well as a 3 year PSP warranty, that was supposed to cover anything that happened to the computer. The computer was purchased December 18.
On December 21, my computer showed the Blue Screen of Death (BSOD) and shut down. I promptly called 1800Geeksquad to see if they could fix the problem. They told me immediately, that my hard drive had died, and to take it in to the store for a replacement drive.
I did so the next day. The instore geeksquad called me the following day, and told me they found nothing wrong with my computer, and to come pick it up. I did so, and upon coming home and turning it on, the computer failed yet again, and told me that my hard drive was dying. This is called a SMARTDRIVE error, and only happens when the computers drive is actually dying.
I again called 1800geeksquad and told them my problem. They remotely accessed the computer, and within moments it died and showed a second smart drive error. They then told me that they would email their findings to the best buy location near me (not the location i purchased the computer at) and that the store should be able to pull up their findings, and send my computer right out for repairs.
The store did not send out my computer for repairs. THey again told me they couldnt find anything wrong with my computer and to come pick it up. SO again i did. Again at home, the computer died within moments, and then wouldnt even power on.
I promptly took the computer back to best buy and stood there and showed the geeksquad tech that my computer didnt power on, and that i wanted it fixed this time. He agreed that the hard drive was definately dead, and needed replacement.By now, it was mid february.
February 27, i went and picked up the computer. It had never been sent out. Geeksquad never called me and told me to come pick up my computer. They told me that nothing was wrong with my computer, and it was just that my hardrive had magically erased itself.
I was fed up. The next day i called 1800bestbuy and explained myself (i had also done this three times prior and gotten no where) i was told that i could take my computer to any third party of my choosing, and i would be reimbursed
I did just that.
The third party replaced my hard drive, and ran diagnostics on the computer, after they replaced it. Found nothing wrong after the drive was replaced. Within twenty minutes of getting home, the computer died.
The third party, again, looked at the computer and told me, "its a lemon. Its the domino effect. Everything is causing everything else to die, and your computer should be replaced. We wont work on it, itll take up too much of our time and cost far too much to fix." and with that, i went back to best buy.
Now it was mid march. Best buy AGAIN told me nothing was wrong with my computer, even though it still didnt work. I promptly took my computer home and left it on the floor of my bedroom, more or less as a coaster.
I called 1800bestbuy to no avail, daily, until one night a woman named amber answered my call. She called my local best buy store the very next day, and told them that they were to send out my computer regardless of their diagnostic findings. That was the day after easter. I had to fax her about five hundred pages of information (i documented EVERYTHING) to get her to make that call, but it was worth it.
My computer came back early april, with a brand new hard drive. Again, it died AGAIN within minutes of me coming home. I prompltly returned to the store, and showed them my yet again dead computer. The geeksquad tech accused me of purposely sabbotoging my computer, in order to get a better replacement model. I returned home and called 1800bestbuy and reported this.
The lovely customer rep, called the store and reprimaned the agent, and told them to send my computer out for repairs, again, regardless of their findings.
They did. My laptop came back with a new motherboard, new keyboard AND yet ANOTHER hard drive.
The computer, again died within minutes of me taking it home. This was mid may. At my wits end, i spent hours on the phone with 1800best buy trying to get the computer deemed a lemon. They told me that because i had not taken the computer to an HP verified third party, that my warranty was void, and they should not have serviced my laptop at all. No one ever said anything about HP verified third party.
I immediately called HP and discovered the third party WAS HP verified. I then again called back best buys consumer line, and reported this.
I faxed over (again) multiple documents showing that the third party work had been done, which would make it THREE (3) total hardware servicings. Upon my computer being deemed needing a fourth repair, the computer could be deemed a lemon and replaced on the spot.
It didnt happen. I filed a BBB complaint, which basically did nothing. I took my computer back to best buy FIVE more times and they absouetly refused to admit there was malfunctioning hardware, which would have made my computer replaceable.
Finally, fed up on june the first, i stood INSTORE for over FOUR hours on the phone with 1800bestbuy consumer relations, and had them replace my computer.
I was given a model that isnt even worth half of what i paid for my original computer, and just so happens to have been recalled by Toshiba for malfunctioning batterypacks.
In response to my BBB complaint i received a check in the mail for the 300$ that i paid for my PSP warranty, after being told explicitly that best buy does NOT refund those warranties.
I recently (two weeks ago) received my reimbursement for my 400$ hard drive replacement from my third party. I had been denied three times for the refund, citing i did not provide proof of payment.
I enclosed the front of the check, the back of the check, receipt from the provider, signed and notorized proof from the third party and a hand written statement from the company owner.
In total, it took over seven months to get my new computer, and another seven from the moment i filed to get reimbursed for my third party servicing.
I will NEVER buy from best buy again. As they are truly "worst buy"
I made over 70 calls to their 1800 number and spoke to over 140 people.
The layla stryker
elkins park, Pennsylvania
U.S.A.
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