Composition date September 4.
On August 17th I called Best Buy to get my computer fixed. My USB ports on my computer stopped working, tech on phone asked me all the proper questions and told me the only way they would fix my computer is if I formatted and totally wiped all my data off my hard drive, to rule out a software problem, no problem.
I backed all my data up and did this. I did a factory install with the built in partition on my hard drive that held my virtual recovery disk, (was told at the time of purchase I did not need recovery disks due to the fact that it was on my hd, anyway).
After I did this the problem was still there, no USB ports. So I installed a 4 port pci USB card that I had and I had ports working. So this tells me that it is a hardware problem.
I call back Best Buy tech and was told that this is not good enough, I have to restore with disks. Fought for about 15 minutes I had no disks and did a factory restore via the built in recovery system on my SHUTTLE machine, and on top of that, I installed the card and the ports in the card work, finally the tech agreed to give me a new mother board and they would be out on the 25th to repair.
Well the 25th came and went no phone call from Best Buy, so I called them and spoke to a Ferrel Fredericks, he told me my motherboard was on back order form the Shuttle, and they would be out on the 1st of September. I was mad but ok what can I do. I hung up with him, then proceded to call Shuttle myself Case Number 128271, and spoke to a tech named Chen. He informed me that there was no back order on my motherboard, hmmmm, interesting.
I thanked him and called back Ferrell. Well Ferrell kept insisting it was on back order. I insisted to speak to a supervisor. I got Giovanni on the phone, he too kept telling me it was on back order from Shuttle. I told him I spoke to the person at Shuttle who told me it was not and that they could overnight me one if they wanted too, Giovanni told me that shuttle would not overnight just one motherboard, (ok maybe this is so) so I didnt want to argue with him anymore. So I asked for Giovannis last name and, what a surprise. He hung up on me LOL.
So I called back Shuttle and asked if Best Buy called and asked for just one motherboard to be shipped would they do it, and they told me absolutely, now I am mad! I called Best Buy back with this information and went around for about 15 more minutes telling the tech Shuttle told me Best Buy never put in an order for my motherboard, but finally after all this time she informs me that the part is coming from a 3rd party supplier. So with my blood boiling I had to accept the date of September 1st and filed a complaint with there consumer relations, then hung up.
Well september first came and went, so on the 2nd I called and asked what was going on with my repair, part was still back ordered, but this time they had no date for a repair! No, this was not going to fly this time, I asked them if the customer was #1 priority and I was told yes. Well then why am I being made to wait for my repair. She told me because your part is on backorder. I told her it isnt on backorder from the Shuttle. They could get a refurbished one from Shuttle. She told me because your machine is out of factory warranty we dont buy from them.
I asked her why couldnt they make an exception and take care of there #1 priority paying customer, and instead of waiting for a motherboard, and telling me they dont know when they will get it. Go to Shuttle and get me one now. She said I have to wait. I said so you are telling me that if it takes 2 months to get a board I have to wait 2 months. She basically said yes! This Lady let me record the conversation so this is all on tape. It amazes me that I paid $250.00 for a sevice plan and this is how I am treated. Well no updates as of yet. And I am going on a month with no repairs yet.
It states in the agreement in the service plan that repairs will be made as quick as possible. This is a breach of the agreement, because my problem is not being taken care of as quickly as possible, because it is possible for Best Buy to get me a motherboard from Shuttle today. But Best Buy refuses to help me in this situation, my next recourse will be to contact the attorney general and the consumer protection agency.
September 5th still no contact from Best Buy
September 6th still no contact from Best Buy
Well tonight, September 7th at 7:30 pm got a call from some person leaving a message on my machine saying he is from microcomputer repair, so I called the number back and some guy answers the phone and says hello? I said hello, (pause) I said is this computer repair person? He said oh yes, so I said my name and he said he wanted to set up a time to come fix my machine, now I thought that Best Buy Geek Squad or someone professional would come out, anyway, he proceeds to tell me he has no openings until Thursday the 14th!
Oh well whats one more week, lets make it a month. I told him Best Buy made me wait a month for this repair and he stated that was actually good. Oh well I guess this is what you get when you buy a $250.00 performance service plan with Best Buy, Next entery will be the progress of the actual repair.
On September 8th I called regarding my complaint I made on the corporate level, some one was supposed to call Wednesday September 6th to follow up my complaint, but surprise! No one did. Well today Lateef was the lucky victim, as with all other people from this company I got absolutely nowhere, I did get an admission from this person that what Best buy did was "UNETHICAL". I thanked him for this comment and he assured me that this would be sent back up to corporate again. And wow I got another complaint number out of the deal.
So I will sit back again and wait for a phone call from the caring people at Best Buy who care so much about the customer, Oh by the way, Lateef did offer me a $50.00 gift card from Best Buy, I kindly laughed and declined the offer. Funny too I requested my money back for my pc and the service plan in my original complaint to corporate, Lateef told me none of that was in the complaint, but I asked Lateef if recorded phone calls were kept, he told me they were and they are not erased so I have all the proof I need of all these stories I am being told.
Well here we are Thursday the 14th @4:30 pm, Appointment was for 4:00pm, aint this something. Wait a month for sevice, then service day comes and tech is a no show. Called Best buy back, Guess what they told me, we will escalate this to corporate, how did I guess, she also is contacting the tech who was supposed to show up.
Well according to their system, my appointment was for between 3 and 5, not what I was told, oh well it is 4:39 so I guess I will sit back and wait till 5 to satisfy them. 5 came and went, no tech, no phone call, got back on phone at 5:30, was informed that they are going to contact the tech to find out where he is, was told I would get a phone call to inform me of what is going on, it is now 5:40 pm.
Called back at 6:00pm because surprise I didnt get any calls back, tech is trying once again to contact service tech. Well at 6:10 the tech showed up, he proceeded to make the repair on my machine, come to find out a month later, the motherboard he brought came from Shuttle, now I am totally baffled as to what this whole thing was all about, well it is 8: pm and machine is good to go.
But I cannot and will not let this go, it is totally unprofessional of a big corporation like Best Buy, dont know where I will get but I am going to fight the fight for the little peon customer.
Dave
bristol, Connecticut
U.S.A.
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