I recently purchased a laptop computer at Best Buy in Yakima. Not even two months after purchasing it, the computer stopped working, so i took it in under the extended warranty plan i purchased along with the laptop. They decided that it was a hardware malfunction, and it was defective, so i was entitled to have it fixed for free. They pulled a new hard drive for me, prepared to switch it out, then abandoned my laptop in order to service another customer's broken merchandise. I was told to come back when they called saying it was fixed.
TWO WEEKS LATER, 11 days after the proposed fix date, they telephoned me stating they couldn't figure it out and wished to ship it to "headquarters." I asked where headquarters was, and was put on hold for a grand total of twenty minutes before the man told me it was 'somewhere in California.' Ok, fine. They shipped it to some mysterious location there to be diagnosed.
ONE MONTH LATER i went in, furious at being in the hole for the price of the laptop and having NOTHING to show for it, i asked for a replacement that day or my money back. The manager refused to hear me out, and told me in the most rude fashion possible to call their 800 number with my complaint since its been more than 14 days, so i cant get a refund, no matter what the warranty i bought dictates. So i did. No one in their company can tell me where my laptop is, when it will be done, why i am sitting here in debt without a computer to do my school work, and what they are going to do about it.
Over the 800 number hotline i was told my laptop sat at best buy until two days ago, 29 days after i took it in for repairs, before being sent to their "headquarters." They also told me in trying to fix it, they voided the manufacturer's warranty and so they can't return it to get their cost back and therefore i wont get MY money back.
The manufacturer, Toshiba, told them the laptop was toast and unfixable, but bestbuy pushes on trying to fix it, and after another 45 days they will explained i can take it up with a board to see if its deemed unfixable, in which case, should it be decided it is trash and cant be fixed, ill receive a "suitable replacement", meaning something that doesn't cost them a penny. If it is deemed potentially fixable, they will toy with it for how ever long it takes to fix while i am still without computer or a refund.
I asked them what else can i do to get SOMETHING, my money, a replacement, some sort of action or at least information as to where my laptop is, and they told me nothing. I cannot do anything short of get a lawyer and fight them for my money, which would cost me so much more than the laptop was worth.
Do not shop at best buy!
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