Our 13 year old daughter saved up for 2 years for a laptop computer. Right after Thanksgiving she forked over her $400 to bestbuy.com for an Asus laptop.
ONE month later we had to bring it the "Geek Squad" at the local Best Buy store after my daughter went to boot up the laptop and the screen wasn't working. Well, now Best Buy is saying that it was examined and determined to be "abuse" and they would not repair it under warranty. We feel it's a manufacturer's defect. Best Buy said it would cost $500 to repair the $400 laptop.
I tried going up the customer (no) service chain, even getting to the supervisor level at the Corporate Customer Service office, to no avail. As with the other representatives I was told that it was past the 14 day exchange period, the defect (uh, I mean the "abused" screen) would not be covered. If I wanted to 'continue' the fight, I'd have to go to the manufacturer. With Asus being a Chinese company, it's not realistic to think I'd ever get any help.
A well known consumer advocate who has a nationally broadcast show told me on air that Best Buy is not known for its consumer friendly policies.
All we're asking is for Best Buy to either repair the machine or replace it for this devastated 13 year old girl.
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