In Oct. I had to take my laptop to be repaired in oct for a power related issue (repairs have to be sent out and cant be done in store). It arrived 3 weeks later in front of my door with NoteBook printed on the front when I had asked them to send it to the store due to the area I live.
Anyway when I turned on my computer it was worse then when I sent it out. Sure the power issue was fixed. There was porn in my music folder considering I didn't have internet for about a month. My keyboard was really really messed up. I called the store and they said the keyboard was a common windows problem and to just restore my computer. I also asked why it came to my house instead of the store like we asked they said that there is no way it can be sent to the store.
Well restoring my computer didnt help. I told them I wished not to sent it out again. They said I should call corporate. So thats exactly what I did. The person at corporate said that they would have there supervisor get back to us by the end of the day. They never did call us. We kept calling them but whoever we needed to talk to was never there. So we contacted the BBB.
About 3 weeks later the stores manager called and said that we have to send it out again for the keyboard. This time the person who we talked to at the store said OH yeah it can be sent to the store istead. So it was sent out again.
1 week later it shows back up with a note saying that the computer is in perfect condition and they can't find anything wrong considering it was confirmed in store by 2 tech guys and the store manager. The keyboard is still messed up. We asked the manager what will happen if it comes back again with other problems. He told us if it comes back a 3rd time with any kind of problems that he will give us an exchange for a different one. He then takes off.
I'm starting to get a little fustrated because we are getting answers from "I'm sorry there is nothing I can do" to " Let me have my supervisor get back to you" then never hearing back. Anyway they sent it right back out for a 3rd time it took 2 weeks.
During the 3rd time we got the internet again so we go online to a site where we can check our BBB statis and its statis is at Customer Satisfied. With a best buy response saying "Company apologizes for the delay and has offerd a $75 gift card to enjoy a better experience with the company." Ok that was a complete joke we only received a $25 gift card when we sent it out for the 3rd time.
Well It has came back again. The keyboard is fixed BUT my volume and mute button on the side doesn't work. My wireless port cuts out. I know its not the wireless card cause we got a second one to make sure and we tested them both on friends laptops. The sickest part is the power issue we had is back now. Now the manager is avoiding us. My husband works 2 stores down and has seen the manager so he will go in to talk to him about it but the manager all of a sudden is not there or we will see him take off and he can't be found. Also a tech guy is accusing us of making all of the computer problems up.
We then called the BBB and they informed us to submit another complaint. BBB also informed us that a Elizabeth at corporate said that she had been dealing with us personaly. Even thought we have never talked to her before. Matter of a fact everytime we call corporate we never talk to the same person.
Well we finnaly got a hold of Elizabeth. She informed us that she had talked to the tech guy and the store manager and guarenteed us that it wouldnt happen again so we should go talk to the manager now. She gave us his hours. Well the days we went there he had taken the day off or left early.
An assistant manger now tells us that we have to send it out for a 4th time because the 2nd time didnt count cause nothing was repaired and if we wanted a loaner we would have to buy one cause we would be in possestion of there property. Even though they have my property that they caused that much damage to.
2 days ago My husband had tried to also call the store manager and was literally hung up on twice. So yesterday we called Elizabeth again who was not there so we left a message. Today we called and had to leave a message again. She finally called today after we both were gone and left a message saying that she would call back tomorow morning.
Today I also got a letter back from BBB about the second complaint. But it's now closed as dissatisfied. With another response from best buy that says " company phoned consumer and explained policy of exchange. If unit is in need of repair, can get loaner."
They are telling the BBB one thing and us another. If I had enough money to just replace my computer it would solve alot of head aches. I dont know what to do. From the time of the original repair Its now going on 3 months. We used to buy all my music, DVD's and electronic stuff there. WE would spend hundreds of dollars ever month there. But since they have been pulling this I have not spent anything there except the $25 gift card on a DVD for my brothers birthday.
C. S
Wausau, Wisconsin
U.S.A.
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