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Best Buy - They Do Not Try to Make the Customer Happy

Toshiba Laptop - Complaint
Review by tiffva on 2013-01-28
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
ROANOKE, VIRGINIA -- My fiance bought himself, his mother, and me each a Toshiba laptop from Best Buy. In less than 6 months the screen had gone out of one of them. When I entered Best Buy I asked for a manager and explained the situation. He passed me off to the Geek Squad who told me it was not covered under warranty.

I told him that a screen can be purchased online for less than $100 and that for that little amount of money they were not going to take the high road for customer service but instead were going to leave 3 people with a bad taste in their mouth about Best Buy? The manager did not go with me to the Geek Squad to make sure that my problem was solved.

When I called HQ I was told that they could not give out the district manager's contact information. They really need to look at customer relations. There are too many other places to go to make computer purchases-do not go to Best Buy!
Comments:
Posted by FoDaddy19 on 2013-01-28:
Your issue with Toshiba, not Best Buy, once your past the return window, you're using the manufacture's warranty. Best Buy can send it off to Toshiba if you insist, but Toshiba will determine whether or not it's covered under warranty. I suspect the Geek Squad employee could tell right away that the damage wasn't going to be covered under the warranty, and just trying to save you the trouble of having it sent away, only to have the warranty claim declined. Usually it's a defective screen they'll cover it though. But if the screen had any impact damage, then it's not covered.
Posted by bcd on 2013-01-29:
Toshiba does not require you obtain warranty service through the place of purchase. You can locate other warranty service centers at http://www.csd.toshiba.com/cgi-bin/tais/support/jsp/globalEntitlement.jsp.
Posted by localgod on 2013-01-29:
Hi tiffva, it certainly looks like Best Buy's manager may have dropped the ball on this one, in regards to customer empathy that is. But, as FoDaddy indicated, Best Buy, as a retailer, owes you nothing insofar as warranty repair except diagnosis through the Geek Squad. Geek Squad will examine and make a warranty claim to Toshiba in your behalf, warranty repair follows if Toshiba accepts the claim.
Otherwise, as bcd indicated, warranty repairs can be anaylized/performed at any approved warranty center. Contact Toshiba at http://www.csd.toshiba.com
Good Luck! - lg
Posted by trmn8r on 2013-01-29:
6 months after your purchase, it is Toshiba that is responsible for any repairs. Best Buy is not a factor, and there is no reason for them to try to make you happy.

LCD screens are most often not covered for accidental damage.
Posted by HonestForSure on 2013-02-09:
If it's an electrical/electronic issue, you're covered through Toshiba as others have stated. Why hassle and get agita with BBY. BBY makes NO MONEY on a warranty repair. In the future, shop Amazon for peace of mind.

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