Best Buy
Notebook Held Two Months, Charged $100 Diagnostic Fee for Unrepaired Computer

I took my notebook in for repairs on 5-10-04. I received an expectation date of 5-20-04. On 5/21/04 I called for the status of the repair. No one could give me any information. I was then told to try back later.

On the 5/24/04 I called again and was told it was ready for pick up. So I drove about 20 miles out of my way to go to the store and pick up my computer. Then, I waited 25 minutes for assistance, just to be told that the computer was not back from the repair center and that they originally sent it to the wrong repair center. So without letting me know that the repair was going to take longer because of a mistake that they made, they had sent it out again on 5/22/04.

The service representative had no other information for me and promised that I would receive a call the next day from his manager. But, I received no call. When I attempted to call the store I to speak with a manager I was put on hold for 45 minutes and then their system hung up on me.

After several attempts and wasted time I decided to drive to the store to speak with someone in person. There I received the worst attitude from their service repair manager. She told me that the repair on my computer would cost $1000 to repair. Since I paid $1200 1 1/2 years, I declined the repair and bought a new computer. Now they are keeping my unrepaired computer till I pay $100 for the diagnostic fee that I was not aware about. It is now 6/18/04.

I don't understand how they can charge people without communicating to the customer an estimated cost.

Company: Best Buy
Country: USA
State: California
City: Costa Mesa
Address: Store 119
Phone: 7144340132

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