Best Buy Complaint - Best Buy computer repair
FLAGSTAFF, ARIZONA -- You may want to be careful with Best Buy computer warranties. Two years ago, I bought my daughter a Sony Vaio. For a bit over $400, I bought a full 3-year warranty ("If anything breaks, we'll fix it").
Well, it broke. We took it over on August 23rd to have them look at it. That's 7 weeks ago, or 3 visits and 6 calls on my part (they have proactively called me once, in week 2). There has been an issue with the fan, the hard drive, the operating system, and a wire connected to the mother board. And counting.
They have sent it to the factory twice, so far with no results. We have had to buy discs from Sony for $60 so they could re-boot the system even though they told us at purchase that the hard drive was partitioned to take care of this - didn't work. We have asked them to issue a replacement and they said they would accelerate the request - no response after nearly 2 weeks ("the factory is having problems with their receiving/shipping software" was the answer - I kid you not). They promised they would get back to me on the status 4 different times, and did so once. They charged my daughter $129 to try and load the operating system, which I had to question before getting it back.
At the 7-8 week mark, the best they can promise me is that the factory might have parts in next week. It is flat out ridiculous.
Perhaps these Geek Squad people are well intentioned, but they have no authority to accelerate anything or make any exception - neither does the store manager, for that matter. They also have no ability to sense that a service problem is getting out of hand and do somethjing about it, which is at the very core of good service. I asked them today whether taking over 7 weeks to fix or replace a computer is acceptable based on their service standards - no answer. The best I can say is that they did give my daughter a loaner after 4 weeks when we realized that the quick fix wouldn't be so quick, so the college semester isn't a disaster.
If there is something very simple that you can get fixed at the store, maybe they are OK. Just don't expect much in terms of fast problem resolution from a warranty, especially when it involves "the factory".
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