Best Buy Complaint - Customer Service IS NOT their concern!
RICHFIELD, MINNESOTA -- I purchased a computer for my son on April 23rd, 2011 at the Best Buy store in Alexandria, VA.
My son decided on the Toshiba laptop and the salesperson said that the only one they had was opened. He said that the reason it was opened was that the tech squad had done the PC setup on it so it would be ready to go for the customer right out of the box. The salesperson said that everything was in the box and charged me for the PC setup.
My son came back home to NJ for the summer on May 20th and he took the laptop to the Best Buy store in Cherry Hill on May 31st for repair. The computer was still under manufacturer’s warranty but instead of telling my son that, they sent the computer to their Geek Squad repair center. My son contacted the store a few days later and they said that the hard drive had crashed and that they would need to send it out for repair. The hard drive crashed on on “brand new” computer in less than a month????
Anyway, the store sent the laptop out for repair and when it came back to the store, the store called and said that we needed to bring in the restore disks for them to complete the repair. My son checked everything that came with the computer and the restore disks are not in there. I went to the cherry hill location 3 times to try to resolve this issue only to meet with frustration. On my second visit to the store, I encountered the “Customer Service Manager” (what a joke that was!!)
who said that he “WAS TIRED OF HEARING ME DRONE ON”! When he finally stopped talking over me and decided to look at the receipt, I was told that I paid for PC setup which included the making of the restore disks. The technician wrote down where to look for the CD’s in the materials and asked me to have my son look again to see if he could find them. My son said there were no cd’s in the box.
I went back to the store a 3rd time and explained that the disks are not there. The Geek Squad Manager said that they could not order the disks because if they ordered the disks for my son’s computer, they would have to do it for all the customers.
Based on the fact that my son has not had full use of this laptop since it was purchased in April 2011, I paid for the PC setup and the laptop crashed within 30 days of purchase, I feel that Best Buy Corporation should honor it’s “commitment to CUSTOMER SERVICE” and pay the $28.99 to get the restore disks from Toshiba and complete the repair to my son’s laptop!
It is now July 7th, 2011 and my son still does not have his computer!!