We bought a Hp laptop in August. We also purchased the extended 3 year warranty that includes the no lemon policy. Since then we have brought the laptop in a total of 4 times for repair. The repairs began 1/17 (less than 5 mos. Later) when we brought it in because the unit was dead and would not power on. Diagnosis: the motherboard had to be replaced. If that doesn't scream lemon, I'm not sure what does. 2nd repair 9/4: the computer would not power on again. Diagnosis: replace computer processor board. 3rd repair 5/24/08: Would not recognize the disc drive. Diagnosis: Disc drive is bad in unit, replaced DVD w / refurb part and tested. 4th repair 6/19: will read cd's but not dvd's. Diagnosis: 4th repair, requesting no lemon.
So they called us to tell us our computer was ready. We went in to pick it up and asked why the no lemon policy had not been honored. We showed them our 4 documented service request receipts with their 4 separate service request numbers. The no lemon policy clearly reads "One service request number, requiring functional parts repair/replacement is equivalent of one repair." We had all of those. The service agent tried to explain that it was considered a "redo" on the original repair, and that any repairs that had to be done within 90 days to the same problem were considered "redos" and only counted as one repair. However the notes on our 4th service request does not state it is a redo and does not even describe the same problem. The first time the computer did not recognize the disc drive, now it recognizes CD's but not DVD's. That is not the same problem. The techs themselves even noted this was a 4th repair on the request.
Even with written documentation of everything that has happened to this computer, they refused to consider it a lemon. I asked to see their written policy about "redos, " they did not have anything. Then they basically said their hands were tied and the "gods" at the service center decided when the computer could be replaced. When we asked for the name and number so we could contact them ourselves, they said they had no number and did not know their name because it could be sent to any number of 3rd party service centers, they only had a general email contact. I talked to both a geeksquad agent, a best buy service agent and the service manager. The General store manager was not in but i will be contacting him today too.
They told us to call 1-888-best-buy, but from what I am reading here, it may not help. Then they offered to sell us an extended warranty since our 3 year warranty was going to expire 8/10. Who are these people!
Please help, we spent over 1800 on a laptop and extended warranty that has given us nothing but headaches. We've done our part to keep our documentation, to be patient with their services and our lemon laptop, we just cannot shell out another 2K after August (because I can guarantee there will be another repair right after the warranty expires) to buy another laptop when the one we bought WITH a warranty plan that we EXPECTED would cover our investment... Means absolutely nothing. Best Buy is free to interpret the no lemon clause however they please and make up these bogus "verbal policies" on their own about "redos" and will not Honor their own company policy that is right there in writing.
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