I purchased a laptop from Best Buy on 6/24. Their Geek Squad did the installment of the devices and software, but was unable to load all spyware etc... Due an internet issue. I got my internet issue resolved by the phone company. I took the laptop into Geek Squad sometime in July to get the remaining software loaded to my laptop and complained about the slow speed and asked at that time if the spyware was slowing it down etc... They told me that was normal. I am a low user and only use my computer 1-3 times per week. I used the laptop for about 2 months and noticed it was still running slow etc... Finally the laptop kept going into "blue screen" mode and there was a clicking sound I could hear. I took the laptop in on 9/14, described the issue and asked if the item was under warranty. They told me it was and the Geek Squad associate said it was the hard drive, he could tell by the clicking sound. I was on vacation from 9/15-9/20. I did not hear from best buy until 9/24 or so stating that my repairs were going to be $900. I told the person I was under warranty and they told me the issue was that there was severe liquid damage to the laptop and the hard drive, mother board, and keyboard had to be replaced and they do not cover that under warranty due to the issue being a spill. The laptop cost me $699 when I purchased it. I told the person that I did not spill anything on the laptop, I had barely used it. It�s on my desk in my office and I don�t have any kids. I was emphatic that I did not spill anything on the laptop. They told me that was all they knew because they are just the repair dept, so I called the store itself. The store manager Lewis told me that all he knew was that the repair order said liquid damage and there was nothing he could do for me at the store level. So I called 888-BestBuy which is the corporate complaint number. I talked to Chris in customer relations told him the whole story, he called the store and spoke to Lewis while I was on hold, came back and told me the laptop was in the store for 5-7 days before going to the repair center. So I was stating my case that I thought the liquid damage was caused at the store and how could they definitively say it was me. They said at the time they sent the laptop out they noted spill marks on the bottom of the case but that was not noted the day that I dropped it off on 9/14. So Chris tried to get the repair done under warranty for me. The repair center did not accept his assessment of the situation. Meanwhile Best Buy was supposed to get back to me by 9/30 with the decision. They never did, I had to call back. Meanwhile I get a repair estimate call a couple of times a week. When I called back I went through the same issues, they told me that it was liquid damage and there was nothing they could do. I finally spoke to a supervisor Tina and she said I could have a second opinion. At that time she said they had pictures of the liquid damage etc... And now they are saying it was not noted that that there is evidence on the outside of the case but it�s all internal. Not really sure what a second opinion is going to do for me, when it appears the spill happened at their store. I really feel like I am being taken advantage of. The laptop never worked 100% correctly and I listened to their lame excuses and it never got better now I want them to honor the warranty and they are conveniently saying the issue is spill damage and that�s one of two things they don�t honor warranties for. I also feel that this was done at the store with the laptop laying around for days and I have no recourse to say otherwise, meanwhile I am out $700 for the laptop and the $300 that I spent having Geek Squad set it all up. Their story keeps changing and I am positive that I did not spill anything on this laptop. Why do they have the right to just say it was me and end the situation, seems convenient to me.
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