Shortly after purchasing a laptop from Best Buy I had a problem with a flickering screen. I brought the product in for service it came back a couple weeks later. The store rep. Said they replaced a power connector.
When I first used the laptop the problem was still there. I lived with it a while. The computer was again sent out for service and returned. Same symptoms. I lived with it a while and returned the laptop for service. Again it was sent out and returned.
Took it home opened opened up... Same problem. Again sent it out again same problem. Off it went again for two weeks. Returned with the same problem.
Three trips to repair all three documented by the service rep as having evidenced the problem. (the screen was flickering at the store).
I brought the laptop back again and asked for a replacement. I was told it was only out for repair twice. I produced my service orders. Silently accepted.
I was told that no hardware repairs were performed so they didn't count. I pointed to my $300.00 service contract that didn't mention 'hardware repairs' only service repairs. More silence.
I was told that the service center would have to make a determination as to replacement. I pointed out that they had their three tries and that this was the same center that s not repairing the problem that we all had observed and noted.
I was told that in theory this laptop could go back and forth forever and that if the tech dosen't repair a problem obvious to them I'm out of luck.
By the way, the third service order that went to the center with the laptop stated "Unit needs new LCD no questions asked unit has been in 2 times already..."
I called the main office and basically was told the the "geek squad" really wasn't competent to make any calls or recomendations. I asked if they were trusted enough to observe an obvious problem report it and have their people repair the problem.
Best Buy currently has my product, the case # is 174-834-73
Oh yes... There is a solution... I was told to take the laptop to someone else have it repaired and I would probably be reimbursed.
I feel like I have been a good customer of Best Buy, bought multiple products from them... T.V.'s, dvd player, etc. And have been ripped off and fraudulently been sold a service contract which has proven basically worthless.
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