I deliberately purchased my laptop and the most comprehensive warranty from a business in my community. I did not buy the HP warranty because there was no local service offered.initially, I had been happy with my purchase and the customer service I received when I bought a 17’ HP laptop and the three year all inclusive extended warranty at Best Buy.
I began having some problems with the laptop in the fall of 2009. I called to make an appointment to have it fixed and I found out that my computer would have to be sent out of state and I would be without one for at least 2 weeks!
Where does it say that in the warranty? When I bought the laptop I was told most problems could be taken care of in the Best Buy store. I should have gone with the HP warranty because they offer their customers options if they cannot return a computer quickly.
So I put off the repairs until February when there was a crack in the screen. I took the laptop and a list of the problems the computer had been experiencing, which included-malfunctioning fan, cracked screen, broken keyboard, battery didn’t hold charge, latch to battery compartment was not working properly and intermittent shutdowns.
I was pleasantly surprised that the employees were so courteous and helpful; at least 3 different people asked me if I was being taken care of. Before I had finished relating the list, the employee stopped writing and told me that they would check everything so I didn’t need to tell him all the details. He also gave me the impression that since they were so many things wrong, they probably would chose to replace rather than to repair my computer.
That is where the good surprise ended. After waiting two weeks, I picked up my laptop and everything had not been fixed. It seemed the only thing they did was change the screen and some of my settings, including turning off the restore point.
I was very frustrated when I was told I could bring it back within 30 days however I would have to go through at least another two weeks without my computer. Ok things happen, mistakes are made but why I am going to be penalized again for Best Buy’s screw up? Since this is the only computer I have access to and I rely on it for work, I could not afford to do that.
It’s been several months and I still have the same problems and need to get this taken care of. Nonetheless, I do not want to have the same experience of waiting 2 weeks for my computer and then finding out it still isn’t fixed.
I had the crazy idea that a business should do what it can to accommodate the customer, especially when it interferes with their livelihood and the customer paid extra to avoid these types of problems. I know I shouldn’t expect it, but how incredible would it be if responsibility was taken to make sure repairs/replacements were done correctly in a timely manner, mistakes were corrected at the customers’ convenience and the consumer had options (when you take your car to be fixed, you are given several options for transportation to use in the meantime).
The irony is the cost of the warranty could buy me a new laptop-minus the hassles!
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