I bought a Toshiba Laptop in 2003 along with a 3 year service plan.
I had to take my latop for service a couple of months ago. It was in in and out of repair since May. I requested them for a replacement under the No Lemon Policy since it had already 4 fours done on it, and it was still acting up. They told me that they had to sent it in for service again and that the service center has to authorize for the replacement.
I got a call after a few days that the service center has authorzied for a replacement.
However when I walked into the store. It was a different story. The guy at the service center directed me with a few papers to the sales department. Overthere, they treated me as if I was getting charity. Sarcastic remarks from the manager all the way down to sales personnel.
Every laptop which I choose, they gave me a smirk and said "NO. You cannot get that one, it doesn't match the specs." Well none of them did since the laptop was bought 3 year ago and technology changes so rapidly in computers. I told him that the service contract clearly says "Technology to technology not to exceed the sales price of the covered product." I am not asking them to give me a laptop for the exact amount (1600) which I paid for, but atleast I should have an option to choose a laptop which is good and not cornered into one laptop and sarcastically saying this is the only one you can get. They said that if I want any other laptop, I have to pay the difference from their bottom line laptop. They just want more MONEY! They are not losing anything, the warranty company is paying for the replacement.
I contacted the toll-free trying to get it changed to a different store (I have had better experiences at a particular Best Buy store, the staff and management are cooperative). I told the representative over the phone to try to resolve the issue or get my junk out approval transferred to another store. She told me to wait for a few days and someone will contact me. I got a call saying that there is nothing that Best Buy Consumer Relations can do, and basically I am at the disposal of the local store.
I am without a laptop for over two months now.
If someone can please provide some insight into what I should do next, let me know. Does anyone know who is the underwriter company for Best Buy PSPS? I am thinking about talking a legal action against them & Best Buy in Small Claims Court.
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