Usacomplaints.com » Internet & Web » Complaint / Review: Best Buy - Ripoff dishonest would not honor the warranty I had purchased. #163179

Complaint / Review
Best Buy
Ripoff dishonest would not honor the warranty I had purchased

I had an old Compaq Computer that I had had a 3 year in-home warranty on. Several parts had to be replaced on my Compaq during the 3 years I had it. Things escalated from there and as a result of which had to argue with the Manager at Best Buy, plus the main Best Buy Store (phone number 1-800-BestBuy. Finally they relented and let me come into the store and get another computer of equal or greater value.

I purchased a Sony Vaio Computer of much greater value along with a 19" Flat Monitor Screen. I paid extra for another 3 year warranty. The first month I had it the Hard Drive went out along with the CD Rom. Everytime one thing was fixed something else would go out. As I am not totally computer illiterate, I told them what I thought was wrong with it, and wanted to save them money by going ahead and bringing the extra parts out that needed to be replaced. Each time I called they gave me a different case number.

After having several different parts replaced, my Monitor went out. They said they would send me another Monitor of equal or greater value. (Come to find out they didn't replace my Monitor with a new one, they replaced it with a refurbished Monitor. The first Monitor they sent out didn't work. I called them to have them ship it back as i have a bad back and could not even pick up the monitor. The second Monitor they sent to me was so badly damaged I couldn't believe it. It had cracks all over it. I then called them to come and pick up that monitor.
Meanwhile I am still having computer problems. After they replaced 2 Monitors and several other parts on my computer, I then asked when I would be able to come in and get my new computer per the warranty contract. They refused to honor the contract stating that they had to come out at least on 4 visits and replace each part on each visit. I explained to them that I was trying to save their Company money by having them send out the extra parts and replacing them if needed while they were there. They then got extremelly ugly with me and basically said that was my tough luck.

As time went on I kept having more problems. Finally after several trips to Best Buy questioning their warranty proceedures, they asked me to bring in the computer and Monitor. My husband helped me bring it in to Best Buy as we were under the impression that they were finally going to honor the warranty contract. I had all of my papers with me each time I went and had written down all the case numbers I had been given, plus the names of the people I had talked to.

Much to my surprise, they said that they were not going to give me another computer and that they were going to ship my computer off to Sony, so they could find out what was wrong with it.

I finally got it back after several weeks, and they told me all of the parts they had to replace.By this time I only had approx. 6 month or less left on my warranty. I then told them that it looked to me like they had replaced 4 or more parts total throughout the whole warranty period and I should be allowed to use my warranty. They still refused. I asked to speak to several different managers during the course of all of my trips to Best Buy or calls to their service department.
I also talked to the Manager in the Computer Department and he said to bring the computer back in (2nd time) and they would replace it.

I complied with what he asked. When I got there, I had to take it to the service department and show them all of my paper work yet again. Expecting to be able to finally get my new computer under my warranty plan, the service department manager told me that I could not receive another computer, still due to the fact that the Monitor was a separate entity, and it would have to be replaced 4 times in order for me to get my new computer with my monitor.

I have purchased Thousands upon Thousands of dollars at Best Buy, and always buy the in-house warranty.
The major thing I did find out was the fact that they do not keep correct records. I was told to use their phone to call 1-800-BestBuy so they could check their records on all that had gone wrong with my computer and to also receive a list of all of the items I had purchased that were allowed to have a service contract. I was astounded, to say the least, that half of them they had no record of. I have the receipts of all of my purchases, and they still showed no record on them.
Plus, I purchased a high end web cam and bought the in-home warranty. It never worked from the start. I took it back and customer service informed me that they did not sell warranties on cams. I had the warranty with me at the time. We argued for a bit and finally they told me to just go pick one out.

I have also bought several high end keyboards and mice, all of which have quit working. I brought the receipt in to the store and they said that they could only give me the price that had been lowered approx. $75 - $100.00 cheaper than I had purchased it in the first place. I asked if I could go ahead and either get a more expensive key board and mouse, or if I could get the same one that the price had been lowered on along with a credit for the balance that I paid for it. They said "NO".
I have never in my life seen such inempt people in a major store that does not keep proper records of the major purchases made by customers. Also the rudeness of the geek squad and the manager behind the service department was not called for.

I am an honest person and could not believe how I was treated.

Now I have a useless computer and the warranty has run out.

If my nerves weren't so shot by going through such a long process of trying to be treated fairly, only to end up with nothing but a useless $2100.00 computer, I could have really gotten ugly, however that is not in my nature.
I have also had several problems with them regarding rebates. On my first computer I mailed in all of my rebate information exactally as they said to do, only to receive a letter saying that they could not send me my rebate because I failed to send the printer rebate information. I Didn't even buy a printer... The rebate receipt I had to send them didn't even have a printer listed on it... I was so mad I called them up asap and finally got hold of someone that could help me and finally did receive my rebate several months later.
I have many more issues with Best Buy, however they are too numerous to go into...

Linda
Tulsa, Oklahoma
U.S.A.


Offender: Best Buy

Country: USA   State: Oklahoma   City: Tulsa
Address: 71 Street

Category: Internet & Web

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