Best Buy dropped our computer

[Pooh_Friend#1]

I need some advice from you guys. Our computer has been acting up for over 4-5 months, we have continually brought it back to be fixed because we had an extended warranty on it. They have had our computer for almost over 2 months now because the Geek Squad will fix it and then we pick it up, and the same problem will happen so we have to take it back again, repeat...etc. They always say it will take 4-5 days to fix and then they have to ship it to the Geek Squads corporate office and they will try and fix it and ship it back. They refuse to declare this computer a lemon.

What would you do in this predicament? Believe it or not, Best Buy dropped our computer in transit between the company that works on the computers with extended warranties and the store. The store sent it back and the other company can make the decision to replace the computer or fix it. After all the problems we have had and them dropping it, they STILL fixed it and was shipped back to the store today. In the meantime, I talked to the store service manager about the situation. He said what he could do was to take copies of all of our service records and see what corporate can do. He said it would take about 4-5 days and today is day 11. Would you take possession of the computer or wait until corporate responds? I am afraid that if we take the computer home that we have lost all bargaining tools. What would you do?? What else should I do?

 

[Shere_Khan]

Well I haven't exactly had the best luck with the geek squad either.
A few weeks ago my computer would not start up. I took it there, they told me my motherboard was fried and that I needed to go purchase another for $150 and then bring it back to them and they would install it for me for a price as well. I decided to wait a bit and talk to my brother who is a computer genious. I had to ship the computer to him because he lives far away and he got the computer started it up and it worked fine. He said that it needed a new power supply that actually starts up the computer and that ended up costing way less and I did not have to pay the install fee.
I would have just been really pissed if they had me go buy a new motherboard when my computer was just fine.
If I were you, I would not pay them anymore since they can't seem to get the problem fixed. I would also try to get my money back since they did most likely damage the computer. I really hope you are not paying them if you have to keep taking it back because the problem is not fixed. If they cannot fix the problem they should at least be honest with you, maybe you do need a new computer. But paying to keep fixing the old one will prevent you from being able to get a new one if need be.

 

[Frantasmic]

I had a similar problem with a TV with Best Buy. Bought the service and kept the receipts. Supposedly after 3 attempts to fix the same problem, you get a new set.

We faxed our stuff and explained our side, kept being a pain in their side, showing how it was the same problem, etc.

Let them keep it and continue to pester them. Call the store manager, the district manager, etc. EVERYDAY.

They never want to make good on their policy, but if you bug them long enough, they will.

Then, do like we did and never go back there for anything.

 

[Pooh_Friend#1]

If I were you, I would not pay them anymore since they can't seem to get the problem fixed. I would also try to get my money back since they did most likely damage the computer. I really hope you are not paying them if you have to keep taking it back because the problem is not fixed. If they cannot fix the problem they should at least be honest with you, maybe you do need a new computer. But paying to keep fixing the old one will prevent you from being able to get a new one if need be.

The computer is covered under the extended warranty that was purchased so we are not paying out anything for it to be fixed.

Supposedly after 3 attempts to fix the same problem, you get a new set.

That's what they told us also, but it has been over 3 times and they still won't make good on their policy. So it sounds like you also agree to not pick up the computer now that it has been fixed.

 

[ChristmasElf]

I had a similar problem with a TV with Best Buy. Bought the service and kept the receipts. Supposedly after 3 attempts to fix the same problem, you get a new set.

We faxed our stuff and explained our side, kept being a pain in their side, showing how it was the same problem, etc.

Let them keep it and continue to pester them. Call the store manager, the district manager, etc. EVERYDAY.

They never want to make good on their policy, but if you bug them long enough, they will.

Then, do like we did and never go back there for anything.

We used to buy EVERYTHING electronic at Best Buy until I realized that whenever I would send in for Rebates, they would never arrive. Combine that with poor customer service, and we now buy electronics at Circuit City and ahave never looked back.

 

[Frantasmic]

yes, make them show you where the repairs are different. Tell them you want your new computer per your agreement.

Keep up with that philosophy and tactic until they perform to their contract.

 

[Pooh_Friend#1]

yes, make them show you where the repairs are different. Tell them you want your new computer per your agreement.

Keep up with that philosophy and tactic until they perform to their contract.

Thanks for all your help.

 

[mrsltg]

yes, make them show you where the repairs are different. Tell them you want your new computer per your agreement.

Keep up with that philosophy and tactic until they perform to their contract.

That, and have the store manager come to the pick-up desk with you. Have the whole computer set up there and see what happens. If the problem exists tell them then and there to replace the machine. DON'T TAKE IT HOME. You need to get the names and numbers of all the higher-ups you can. Clearly the computer doesn't work and it's time for a new one.

 

[Alicnwondrln]

I had a similar problem with a TV with Best Buy. Bought the service and kept the receipts. Supposedly after 3 attempts to fix the same problem, you get a new set.

We faxed our stuff and explained our side, kept being a pain in their side, showing how it was the same problem, etc.

Let them keep it and continue to pester them. Call the store manager, the district manager, etc. EVERYDAY.

They never want to make good on their policy, but if you bug them long enough, they will.

Then, do like we did and never go back there for anything.

so true

 

[Devil_Dog99]

What is your state's consumer laws in regards to this? Massachusetts has some pretty good consumer laws to protect people in situations like this. If you can get a copy of the law and wave it in front of their face with a thinly veiled threat to pursue legal remedies if compliance with state law is not made you should get some fast results.

Hmmmm, making me think I should take my comp to CompUSA instead of Best Buy.

 

[Makdyn]

This thread is making me nervous. I have to bring my laptop in because the battery is not holding its charge. I will charge the laptop for a full 24 hours and still will only give me 2.5 half hours, when it is suppose top give me six. I called to see if it was under warrenty and they said yes. I just have not brought it there because I do not want to part with it if they have to keep it.


I would demand a new computer and not leave the store unless you have the money or a new computer

 

[Firedog]

He had a similar experience with Best Buy about 6 years ago. Bought a new computer with 3-year extended warranty. The disc drive (floppy, not hard) went bad. All they had to do was slide out the old one, and slide in the new one under warranty, 10 minute job.

They wouldn't do it at the store, had to send it out. After 2 months, and phone calls every day towards the end, the girl at the repair facility got sick of me and just put down that the computer was totalled... Go back to the store and pick out a new one. I ended up getting a much better computer, as well as a $50 rebate, although I did lose everything that was on the old computer.

I will not buy anything from Best Buy except for CD's and computer games. I'll take Walmart any day over Best Buy!

 

[bjgrazi]

Add us to the list of we won't buy anything major from Best Buy. Aside from cd's movies and some small stuff and checking prices to compare. I haven't met anyone who has had a good experience with them.

 

[Pooh_Friend#1]

What is your state's consumer laws in regards to this?

I have no idea!!! Not even sure where to go to look (I know that is pathetic!!!)

 

[Allison]

Add us to the list of we won't buy anything major from Best Buy. Aside from cd's movies and some small stuff and checking prices to compare. I haven't met anyone who has had a good experience with them.

I'm part of that list too. I am so done with this company. They should be ashamed of their customer service and how they do business.

 

[LMCT88]

Have to agree haven't had luck with BestBuy, we now buy our computers directly (like Dell), and when I have had a problem, they send a tech to the house or office. It may cost alittle more, but in the long run it's easier for me that way, then to bring my computer back and forth somewhere. Just my thought.

 

[beck0321]

We are pretty anti-best buy after DH worked there for a month during college. He couldn'y handle the idiots that worked there and would rather live off his student loan than have to deal with those people. He said the geek squad is a joke. The computer "tune-ups" they do is just running ad/spyware detection and defrag. You can do that at home for free!

Also what brand of computer did you buy? If it was an HP I think you might be out of luck. That's all my parents buy for some reason even though they have had nothing but problems with EVERY ONE they have bought (which is like 4). They are pieces of...
We have a friend who built ours. Ours is about three or four years old and still runs great, has a ton of memory left and loads everything very fast! Build your own computer, it's the same amount of money and you won't usually need the benefit of a warranty if you buy quality products.

 

[lowie]

best buy also 'lost' a laptop of mine. they had it for service that was under the warrantee. turns out that it was never actually lost. it was packaged to be shipped but never left the store. it was also damaged while in their care but they refused to own up to it. i tried going to the BBB for help but of course best buy had their fancy lawyers write a rebuttal and BBB let it go

so, my best revenge is to keep my money out of their store and spread the word!

stay out of best buy!

 

[Pooh_Friend#1]

The computer is a Sony VAIO (desktop).

 

[Pooh_Friend#1]

Well my mom went to Best Buy and tried to speak to the service manager who was supose to be scheduled in the morning but turns out he is now coming in the afternoon. The general manager also heard my mom speaking to the Geek Squad and said that the service manager would have more pull then him (I doubt it).