In Dec I purchased a lap top for my son. I was conned into also buying an extended warranty. On August 1 the laptop started smoking when it was turned on. We took it in for service. It was send out and when it finally came back, we were told there was nothing wrong with it. On August 22 we took it back in for the same problem. The tech (Tina) also smelled the burned smell. It again came back saying nothing was wrong. The unit did work fine until Dec when we had to take it back in because the unit would not recognize when the power cord was plugged in, so he could not charge it. He was told it was a bad cord, and one would be ordered for him.
Two weeks later we went back in because the unit was completely dead and we still had not received the new power cord. We were told at that time that they could not just order a new cord, that they needed the whole unit to be send out in order to replace it. But no one called us during the 2 weeks to tell us that. At some point during all of this I had spoken to the tech manager Tim, who told me that they had one more shot to fix it and then it would just be replaced. Today is January 21 and they still have the unit. When I was in the store on 12/16/06 I was told by a manager (Tina was witness) that he was just going to send in a request for replacement since they have not been able to fix the problems. Today we received a call stating that it is still not fixed, they have done nothing with it and that since they have not replaced any parts they are not going to replace the unit.
I called and spoke with Tom (Retail Sales Manager) who basically said to bad its not their problem. I can have it sent out for repair again if I want to, but why do I think I am entitled to a new unit. When I explained that I have never asked for a new unit, but that TWO of his managers have told they would get me a new unit. I was again told to bad and transferred back to Tina to get it sent out for repair again. All I want is working unit or a complete 100% plus interest refund of all money paid and restitution for waiting my time.
Tom also refuses to give me the direct phone number for his Regional Sales Manager. Could it be that he is scared of getting in trouble for not doing his job? Keep in mind I was conned into buying the extended warranty. Which I guess is a good thing I did otherwise they would be trying to charge me for their in ability to fix things. Also when I called today the phone rang for about 20 minutes before anyone answer it.
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