I have now been dissconnected after trying to be resonable and have my computer fixed and then pay for the value exceeding the amount of my computer! I have been more than resonable with my patience and time and if my computer is not fixed from this moment on and the warranty is not held to the terms stated in the contract (i.E. They want to replace a computer that is no longer in production) and i was more than willing to pay for my computer to be fixed for the exceeding amount of the computer (895.14). After being dissrespected and given the run around and having my problem not fixed at ALL i either want my computer completely fixed or i want my computer returned and the value of the computer to be given to me or a refund on my warranty sense this has been the worst experience and worst customer service I have ever experienced! I am no longer negotiable on this sense my time has been wasted, my school work has suffered, and i have been utterly dissrespected! At this point I would rather have it fixed elsewhere and be refunded the money sense I honestly have lost complete faith in this company!
I am writing for Robert Stephens, I recently brought my computer in under full warranty to get fixed. The B button, fan, and turning off by itself all need to be fixed. The geek squad associate then told me it must be sent out to be fixed, and I was fine with this, however I did not by any means want my computer replaced or junked. It is a HP touchsmart and is no longer on the market (and contrary to popular belief a tablet is no where near comparable). So after speaking to the girl she had said it would not be a problem, yet not feeling reassured i called that day i dropped off my computer. They said it was impossible to call the service center and assure that and that all they could do was make a note, which was not at all acceptable. So then i called the customer relations (with hopes to get a number to the service center) where i had explained my situation and the rep called the store and assured that if it was sent out it would be returned (not fully fixed) if they decided it was better to be replaced and that it would not be junked. So content with thinking the situation was solved i waited to hear from the service center or best buy. Two weeks later (a few days ago) i recieved a phone call from best buy, trumbull CT (203-381-0790), where i was told that my computer had just been backed up and was not shipped out due to the manager requesting that I must agree and understand that there was nothing they can do if it were to be deemed junked and that i would not get it back if that happened. I was/am furious for many reasons one being the fact that the computer was to be fixed by now (Aug 29 was when the computer was brought in, Aug 30, was when it was supposed to be cleared up) Sep. 25 was the first contact about the problem persisting! The second reason being the manager didnt call me directly nor did he follow any instructions given by the call center. Third when calling the best buy store, customer realtions, help center, and corporate not one of them had the service center’s contact information. I then went online and did some research and filed complaints to bbb and to every known website illustrating the geek squad logo, and then finally called corporate where i requested not to be transfered and requested all numbers to both service centers. Two phone calls and lots of aggrevation later I recieved the numbers where they had now been closed. I called the store who called Alex (the customer relations associate) who stated that he himself would file a exclamation form but stated he had no recordings of the service centers numbers directly. At 9 pm i finally recieved a phone call from the manager (who conviently was MIA all day) and he then argued that he and the store could not make any promises that my computer would be returned and i had then mentioned i had both your number, the service centers numbers, and corporate’s numbers. He than lost his attiutde and still stuck to the (we make no promises). I told him i want a copy of the exclamation form prior to my computer being sent out which should state the following: client does not want replacement or computer to be junked under any circumstances, if computer is deemed for a replacement client want computer returned not completely fixed and will take elsewhere.
This is the request i am making and find it hard to believe that not one person has a proper contact to the service center. I plan on calling them asap in the morning. I do not understand why it has taken over a month for it to even get to this. I believe at this point the service center should fix my computer (besides the cost), however I still do not care if they do not want to fine send it back not completely fixed and i will take it elsewhere! I purchased this warranty to avoid issues like these, but at this point the service is worse than that compared to DELL, and thats hard to do! I will take the copy of the exclamation notice to my lawyer
and if my computer (accidently) slips through the cracks i will ewpect an exact replica of my computer (found on amazon) and will be fully ready to file a law suit if needs are not met. I have been more than generous with my patience and time and from here on out expect no further problems!
Joan Maloney
2039743699
[email protected]
Hp Touchsmart
18666507110 ext60008 alex (customer service rep)
5029553800 (louisville service center)
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