On July 13, We took our lap top into Best Buy in Amarillo, Texas as the screen was so dark you could not see anything. The technician that assisted us said the lap top would have to be mailed to Dallas for repair as that was a major problem. We had purchased an extended warrenty that was going to cover the cost of the repair. The lap top is a compact presario.
We explained to the technician that we would be in the Amarillo area about two more weeks and then would be going to New Mexico for the rest of the summer. Thinking it might be better to take the lap top to Best Buy in El Paso if it was going to take a long time. The technician advised us that Best Buy would ship the lap top to us wherever we were and that would not be a problem. So we left the lap top at the Amarillo store.
The end of July, we called to check on the lap top. We were told it was in Dallas and had just been assigned to a technician. We gave the Amarillo store the mailing address of our summer location and the phone number as our cell phone was out of range. The technician that day advised that the address and phone number were entered into the computer and it would probably be 2 to 3 weeks before the lap top would be returned to their store.
On around the 10th of August, we called Best Buy again and were told that the lap top was still in Dallas waiting on a box? At that time, we asked if it would be shipped to us UPS as we could not receive mail here. The technician advised us that it would be shipped UPS but he did not have our address. We again gave the mailing address and land based phone number where we could be reached. The technician said he had made a note of the information again as the first one must have been deleted by mistake.
On August 19 we again contacted Best Buy in Amarillo to see if the lap top had been returned to the Amarillo store. We were advised that the lap top was in the store ready to be picked up. We explained that it needed to be shipped to us via UPS. The technician again told us he did not have the address. We gave him the address and the land based phone number once again. This technician also told us that the manager would have to ship the lap top and he would not be in until that afternoon. He stated that he would leave a note for his manager to call us and let us know when the lap top was actually given to UPS so we would know to look for it.
On August 20, we called Best Buy in Amarillo as we had not heard anything from the manager. The technician we talked to that day did not know if our lap top was even in the store yet and said he would have his manager call us back that afternoon.
On August 22, we called Best Buy as we still had not heard anything from them. This time the manager spoke with us and said it was store policy not to shipped lap tops by UPS. Our lap top was in the store in Amarillo and would have to be personaly picked up. We are over 250 miles from Amarillo and 120 miles from El Paso. Had we known we had to pick the lap top up ourselves we would have taken it to the El Paso store in the first place. Also, Steve was in Alamogordo, NM on the 22nd and there was a voice mail on our cell phone from Best Buy that our lap top was in their store and ready to be picked up. So much for giving them the land based phone number.
On August 22, we called customer service and described the problems we were having. The person who took that call told me that he was having Anita the store manager in Amarillo call us about the problem. We are still waiting for Anita's call.
That is the latest problem we have had with Best Buy.
In February, we purchased this computer from the Corpus Christi store. It was on display and the salesperson told us it was discounted because it was out of the box; however the warrenty was the same as a new one. This computer came with a one year subscription to msn.
When we tried to log on to msn, the account on the computer was in someone else's name. We called compaq for assistance and they told me it was not my computer. We emailed the person whose address was in the computer on our AOL account and got an email back explaining that the lap top was purchased in December and returned after the first of the year as it was frozen and could not be fixed. The previous owner was given a new lap top.
When I spoke to the customer service for Best Buy about being sold a used computer instead of a new one, it was explained that the company's policy was to resell as new if the computer was returned within 14 days. He also advised me to speak to the store manager in Corpus Christi. When we called the Corpus Christi store the manager was not available so we spoke with his assistant. She assured me that the lap top had been repaired and then put on display and that since we purchased the extended warrenty we were fully protected should we have a problem with the computer. She also said the computer was returned within 14 days and when we explained that it was in fact not returned withing that time frame, she said it was originally purchased with an extened warranty so that was why they could replace it after 14 days.
When we took the computer into Best Buy in Amarillo to be fixed, the technician there told us there was no repair history on the computer.in fact, it had never been repaired or even reported to have any problems.
We purchased a compaqu persario lap top from Best Buy in 1998 and have purchased most of our software from them. We had not experienced any problems on our pervious purchases and found the sales personnel to be very friendly and helpful. We have been in many Best Buy stores because we travel. We thought they were a reputable company. This has been a nightmare for us. We are retired and live in a fifth wheel travel trailer which we will now have to pull back to Amarillo to pick up the lap top from the store.
Steve and Ann Ray
Ann
El Paso, Texas
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