On the 31 I had decided to take my laptop in under my 3 year in store warranty as it had a manufacturing material defect in the plastic and had started to crack and break in 3 areas; the top latch above the monitor had cracked and no longer functioned properly, the plastics next to the mouse pad had become warped and started to crack, and the plastic on the bottom side of the laptop had also began to crack in a number of places. Before I took the laptop in I read my whole warranty and verified that these defects would be covered as I had never taken apart this laptop, spilled anything on it or dropped it.
When I arrived at best buy I got in line at the computer repair area near the front and presented my problem to the technician. He told me this should definitely be covered but it would have to be shipped off for a couple of weeks for the Casing to be repaired. I was fine with this as Im a frequent customer of Best Buy and refer my own clients too them from my PC repair service, when they need to buy a computer or part. I was sure Best Buy would handle this in a professional manner and return my laptop to me fix in 2 weeks or less.
On the 5th I received a call from a Best Buy technician who informed me too my surprise that my laptop had had parts removed from it before I brought it in and therefore could not be covered under the warranty. I let the technician know I had never taken any parts out of this machine or disassembled it. The Technician told me that He was unable to let me speak to a manager at the moment but he would and would call me back afterwards. About an hour or more later I received a call back from best buy, The technician told me he had spoken with a manager and that nothing could be done to help me because the liquid spilled on the keyboard had voided my in store warranty. When I told the technician that nothing was mentioned about liquid before he denied ever telling me parts had been removed and in a sad attempt and a repair bait and switch offered to repair my computer for over 600 dollars. This was very bad, and not what I would expect from a store I had no problems with for many years. So I asked to speak to the manager. I was told that on Monday there is no manager in the store and I would have too wait till the next day for the manager too call me back, but the technician made it clean the manager would not care whether I was a valued customer, no matter what I was not going to be helped.
Since I had given my name and number and was promised a call the next day I waited at home all day for this call and no one ever called me too my disappointment. So I waited till the 7th and called too speak to a manager, after being forced to tell my story before I could speak to a manager I was told one was not available and even when I did talk to them that this issue was out of their hands and they would not help me when they could call me at 11AM. I once again left my name and number but was never called till late that night
When I got a call late at night it still wasnt a manager but another technician that told me the problem wasnt liquid on the keyboard but liquid on the hard driver. I informed her when I turned in the laptop this was not a problem and it had too have happened after I gave it to them whether it be at their store, during, or after shipping but I should not be held responsible.
Later that night I called back and finally spoke with the store manager Chris. I gave him the full story. I was very happy when he told me his only option would be to swap out my laptop for an undamaged one after I asked him if he could be flexible with a valued customer that has allot of influence on who shops at his store. But then he said even though he had that flexibility and could do that for me if he wanted too, he was not going to do this for me. I then informed him I would have to escalate this to the corp. Manager and he danced around it and would not give me the number too contact them. Then I told him I didnt want to be rude but my only option was too contact the BBB and he said that would do me no good in this situation, so I let him know I would then have the option to contact others interested in consumer protections such as the KY district attorney. He made it clear to me that even though he was a store manager at Best Buy he had no idea what consumer protections meant or what a District Attorney even was.
I really dont want too seem rude but my laptop was only used for normal usage was never taken apart and was never dropped, So I feel I am entitled too a repair of these defects under my warranty and am only taking this too the BBB because Best Buy has given me no other option and I need my laptop back and in good condition, not damaged as it seems to have become in the stores of best buy and geek squad. If this cant be resolved many will be informed of this same detailed story.
Acceptable Solutions:
1. A repair that will fix the original problem plus any liquid damage or missing parts that had not happened before I went to best but
2. A replacement laptop
3. A full Refund
Ahron
lexington, Kentucky
U.S.A.
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