Best Buy Complaint - Warranty Misrepresentations, Negligent Repair, Unresponsive Executives
WEST HARTFORD, CONNECTICUT -- I purchased my laptop in May of 2007 from Best Buy. Around April 20, 2008, I took the laptop in for repair. I had purchased the warranty with my laptop and the sales person represented that if anything happened to it that it would be fixed in the store or I would be given a new one.
When I took the laptop in for repair in April, I was unpleasantly surprised to learn that they do not fix anything in the store and it is all shipped off to a service center. Since I am in law school and need my laptop, I had no choice but to let them ship it off. A week later I received a call from the service center saying that the repair was not under manufacturer's warranty and it would cost $543 to fix it.
I was very upset because I knew I had the warranty for anything outside of a manufacturer's repair. Well it turns out that the employee who shipped off my laptop neglected to indicate that I had such a plan. I spent hours calling around until finally someone told me the laptop would have to be shipped back to the store and then shipped back off to the service center. I again had no choice but to assent to this, however, that person actually never called the service center to tell them to take any action and the next day I received the same phone message regarding it not being under the warranty.
Finally I spoke to a manager at the Best Buy store who actually got the process started. 2 weeks after this incident, I called to check on the status of the repair and was told that parts needed to be ordered and it should be ready this week. I called on 5/21 and was told that the parts were just ordered the day before and it still wasn't ready. The rep then called me back to tell me that the laptop was in the store. I assume he did not even look the first time.
I drove 25 minutes to pick up the laptop and the computer turns on with no display. So the service center had sent it back unrepaired. I spoke to the manager who spoke to the service manager and they were unwilling to give me a new laptop. They told me it would have to be shipped back out to the service center.
I called on 5/22 to the main Best Buy customer service line and was told by a Dana Willie who is an Executive Resolution Specialist that he would contact the service center and issue an exchange if they determined it was unrepairable. Dana did not call me and actually did not bother to even follow up with me until Friday, May 30 after my numerous faxed and emailed complaints to Corporate Headquarters, the Better Business Bureau, the West Hartford store location, Federal Trade Commission, West Hartford Chamber of Commerce, and state Department of Consumer Protection.
Friday, May 23, I called to make sure that the laptop was actually sent out for repair. According to the tracking number provided to me by the employee it was not been shipped out and only the billing information had been received though a Best Buy store employee and Consumer Relations representative tried to convince me otherwise. I spoke to 4 people on Friday, May 23 from consumer relations to Best Buy employees in the store and no one has been willing to assist me and continued to transfer me to the voicemail of Dana Willie who continued not to respond until Friday, May 30 as indicated above.
The laptop did not arrive at the Geek Squad Service Center until Tuesday, May 27 and though it was “repaired” (which I have yet to determine because it is still in transit from the Service Center) on May 28, it was shipped out via UPS Ground shipping and will not arrive at the store until Monday, June 2.
Best Buy in response to my Better Business Bureau complaint and various other letters and complaints has offered me an insulting compensation of a $50 gift card. This does not even begin to address the issues associated with this transaction. It is a shame that Best Buy continues a cycle of negligence, disregard for customer needs and fraud. Throughout this transaction Best Buy has failed to perform or take quick action when they represented that they would. We will see if the laptop is actually repaired on Monday, June 2. But even if the laptop functions, this will not be the end of this issue. Best Buy needs to be held accountable for their poor customer service, consumer relations and employee training on a state and national level.
Additionally, I would comment that in speaking with Executive Resolution Specialist Dana Willie, he could not account for the reason why the service center would send back a laptop unrepaired in the first place and only stated back to me that I "raised some good points." I believe that it is his job to address those points and not to concede to them and do nothing in response. The response from Corporate is only a reflection of the lack of consumer relations and customer service skills possessed by the Best Buy employees and it is a shame that a Corporate giant believes they can solve a problem by giving someone a $50 gift card. I have told Best Buy and Dana not to send me the card and that I will never shop at Best Buy again after this experience. I advise all consumers to do the same and if you are having an issue with Best Buy, do not let them frustrate you into giving up. Continue to pursue the issue because this is obviously a systematic problem with Best Buy and Geek Squad.
If this helps one consumer, I am happy.