Best Buy Informative - Best Buy Will Not Honor Their Policies Or Otherwise
SAN JOSE, CALIFORNIA -- I purchased an eMachines M5312 laptop on 10/2003 with Best Buy’s basic extended warranty. I purchased this at the Almaden Expressway store in San Jose, California. Since the purchase, the laptop continues to overheat and simply shuts down. I do not feel that this is a Windows issue, because normally, before sending the unit in, I’ve formatted the hard drive with a new installation of software (eMachines support has every time, recommended reformatting the hard drive and reinstalling everything from their install disks for shut downs). The laptop has now been in for repair five times now to Best Buy.
Best Buy is denying replacement of the laptop. It is also my opinion that the Best Buy Repair Center in Camarillo, California is lying about what they’ve done for repairs. There have been a series of so called repairs from 11/2004 to about 2/2005.
Before having the damaged unit repaired, the Repair DEPT clerk explained to me that with my extended warranty, the unit had to be sent out, and that it would take several weeks, and that the unit had to be in for repair three times before being granted a replacement. Not happy with this, I spoke with the store manager and told him I wanted a refund for the extended warranty that I felt was useless. He refused of course, so I gave in and agreed to have the unit sent out for repair.
First Time (late 2004). The laptop came returned back to me in worse condition. The first time I turned in the laptop for repair was late 2004. The repair report claimed that they replaced the motherboard. As I had tested the unit at the store, the laptop would shut down immediately after power up.
Second Time. Best Buy shipped the unit back to the repair center in Camarillo. A few days later, I got a call from the customer rep in Camarillo. She was actually cordial and said she would expedite the “overheating” repair and have the unit shipped back to my home address. I also told her that the rubber feet had fallen off of the laptop. I had assured her that I wouldn’t intentionally rip the things off the bottom, so she agreed to have it done.
Several days later, I received the repaired unit. The unit worked for a whole day, then started to shut down once – during doing some work, but powered the unit up again. It was okay for awhile. Also, the repair people only installed 2 of the 3 feet missing.
I called the girl back in Camarillo to send me the other rubber foot. She agreed to ship it out to me. It was sent out UPS Red or Blue but UPS would simply not drop off the package on the doorstep, because the package required a signature. They tried to drop off the package several times, during business hours. Eventually, package was shipped back to Camarillo, and I never received the additional rubber foot. I contacted her again, and she agreed to ship it out without requiring a signature this time. I never received any package, I have since left her 1 or 2 voicemail messages, and she has not contacted me since. I kept her name and the Camarillo telephone number on my cellphone, just in case I am ever asked of her name.
Third Time. Several weeks after the Second Time repair, the unit started to overheat again. I turned the unit in to the store. It was probably again, shipped out to Camarillo. It was shipped back to me, with this time on the report, “Cleaned CPU Fan.” Also, one of the rubber feet they installed from the Second Time was missing. After a few days, the laptop failed again, overheating, and this time all the way to failure so that I could no longer power up the unit so I could back up the data on the hard drive.
Fourth Time. Turned in the unit once again. I wanted a new laptop. The Geek Squad guy at the Best Buy counter in San Jose said that repair center in Camarillo had to determine the machine not repairable before granting me another laptop. The clerk also entered that the rubber feet were missing. I finally received the unit back. This time, the report said that some heat sink had been replaced and the CPU Fan was cleaned. Once again, this did not work. Several weeks later, the unit started to shut down. The repair center did attach rubber feet this time but with a weak glue job. The feet were falling off, right out of the box.
Fifth Time. Tuned the unit in to Best Buy San Jose yet another time. This time, I attached a note with details on room temperature, the fact that it has been turned in several times and that this unit should be considered for granting a replacement. This time I left the hard drive in the laptop, with a recorded TV program file on it to prove the laptop was failing just buy playing video files, ETC. This time they shipped the unit back their written report. “Replaced CPU.” I turned the machine on, I thought it ran a little slower, but it ran again for a few weeks this time before yes, overheating once again. Please see other details below.
Best Buy’s Repair Center disrespectful this time. When I shipped the machine out for the fifth time, I sent this thing out with all rubber feet attached. Also on the Fifth Time report, the documentation said that the rubber feet were missing. There was no attempt, nor was there any hardware in the shipping box for me to at least reattach anything myself. Privacy Issue – As I had thought that I removed all of my contacts in Outlook, it seems that the repair people made a point to display my archive branches in Outlook, to prove a point that some of my deleted info are still in tact.
3/17/2005. On the plane, on a business trip to San Diego, the laptop shut down about 1 minute after viewing a PDF document.
3/27/2005. The laptop shuts down more often, and can no longer keep it powered up after just being in idle for a few minutes.
At this point, I am sending last attempts at contact Best Buy Corporate for assistance, and I am looking for options to take legal action against Best Buy. I also have all documentation of the Best Buy repairs on hand.
To anyone making a purchase at Best Buy, I recommended buying nothing more than mere accessories at their store. Hopefully, you’ll be able to make sure that those accessories are operational BEFORE you make your way to the cashier counter. Otherwise, beware.