It all started in November when I bought an HP laptop for school from Best Buy. When the sales person brought up the protection plan he assured me it was a good choice and I thought that would be a good idea. However I have worked in retail before and asked to see the pamphlet they provided. It had very little information however it assured me everything would be covered. So I purchased a 300 dollar accidental protection plan for my 850 dollar computer.
Fast forward to two weeks ago, I have a spill. On my closed laptop. My boyfriend looks at it and says it should be fine, at most I will need a new hard drive and windows. So I take it to the store and they take my computer and tell me they will send it to wherever. This is where the problems started. I filled out the paperwork and waited for the Geek Squad associate to give me information, a reciept, a work order, anything, after a minute he looked at me and told me to go. So I went. I called cooperate to ask a question but they said that my computer wasn't in the system. So panicked, I called the store and they couldn't locate my computer and would call me back. Finally I get a call back and they tell me the system was down this morning when I brought it in, so I asked them why I wasn't told this and they couldn't answer me. FINE.
Today I called (two weeks later) to see if it had been sent back. This is when I am informed that they "junked out" my computer and will pay for a new one. At this point I am frustrated as when I signed papers I did not sign anything that gave them permission to do this without contacting me. The man assures me that I will be able to get a new computer and service plan with my refund. However when we get to the store I was told that my service plan is void. The manager pulls out a service plan pamphlet and proceeds to read me that part of the fine print. I told him that is all fine and well and showed him everything I had received which was nothing like the one he showed me. Then he told me it was my fault that I didn't get that pamphlet. "Danny B" as they called him wouldn't even LOOK at me. Then they told me to call cooperate, so I did.
I spoke to "Paul" who was of no use. And just kept repeating "I apologize but...". I got no where with him, and it became quite apparent that they were going to continue to talk me in circles. We offered to give up the 300 dollars and just get a refund on my card of 850 so I can take my business elsewhere. We offered to get the exact same model and get the 150 dollar difference back. I even asked if I could just have my old computer back (unfixed) and get a refund for the plan because it is not something I want. The bottom line is I did not know what I was buying, at no fault of my own, but of their employees (who's names I also have and gave them). I asked to be informed and they withheld the information I was asking for.
I told him I simply wanted decent customer service. I have contacted a family member who is a cooperate lawyer and will be picking up all my information (receipts information, summery of our interaction with the store etc.)
Even if I took only their refund I could not afford another computer at the store, and the seemingly only had 3 hp models in the entire store.
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