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Just in case anyone was unclear: Never, ever, EVER, EVER buy a… - The Mad Schemes of Dr. Tectonic [entries|archive|friends|userinfo]

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[Jan. 19th, 2006|06:12 pm]
Just in case anyone was unclear:

Never, ever, EVER, EVER buy a computer service plan from Best Buy.

kung_fu_monkey's laptop has started spontaneously shutting off. We suspect it's overheating -- the fans have started being really noisy. Oh, and the left mouse button has stopped working.

Two weeks or so ago, he took it to Best Buy and they shipped it off to be fixed. Last night, they called and said it was back.

He went to pick it up tonight and discovered that it hadn't been fixed. Not only that, it hadn't even been touched! They didn't open it, nothing!

Last time it was gone nine weeks while they futzed around trying to fix it. Time to start demanding money back.

[User Picture]From: ciddyguy
2006-01-19 06:06 pm (UTC)
Except for some items like small electronics, DVDs/CD's, I'm not a big fan of Best Buy and prefere Curcuit City.

A case in point. My Mom needed a new computer but had a decent monitor. Best Buy could not sell us an E-machines sans monitor and even if they could, their prices were not as good as what we got at C.C. for a similar product sans monitor and did it without any questions asked.

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[User Picture]From: melted_snowball
2006-01-19 06:11 pm (UTC)
I know that I'm going to sound like earthling177, but, well, I love my PowerBook.

[And I think you know how I feel in general about electronics stores in general, and BestBuy in particular...]
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[User Picture]From: earthling177
2006-01-21 08:46 pm (UTC)
I love my PowerBook.

Yes, come to the dark side, we have cookies! ;-)

(Just catching up to LJ, been a while since I could sit down and read it.)
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[User Picture]From: dcseain
2006-01-19 07:36 pm (UTC)
What jerkwads. I think BestBuy is evil, and actively avoid dealing with them. I go to MicroCenter more usually, even though they're a lot farther. I vote for try to get money back.
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[User Picture]From: 0nce_and_future
2006-01-19 07:38 pm (UTC)
As a (once) significantly authorized service provider for many a brand (from when CompUSA paid for all the tests and all) What you're describing is what we in the industry call bullshit. Now, I'm a pretty passable tech - and when I'm not inserting HDD cables upside down, I would have been mortified to have returned a computer un-touched. That, pardon my anglo-saxon, is a major, class 1 fuckup.

My suggestions coming from "the other side"

Be very nice - be insistant - document who you talk to (this is my favorite tip - make sure to reference the SPECIFIC NAMES of the people you talk to) Be sure to have all your previous repair documentations together as well.

Refuse to settle and keep escalating - that's where those specific names come in handy.

Typically most PC companies will have an replacement clause once a computer has been in for a certain amount of repairs - most Extended Services have the same clauses. Generally three is a nice round number for PC companies. If I recall your history - you should be there.

NOTE: There are no such things as "lemon" clauses for computers. Avoid that word - it makes techs defensive. There does come a point where it's more cost effective to replace the computer and cut the losses- by bringing in the repair history you can show the documented cost of the the computer repairs so far.
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[User Picture]From: dr_tectonic
2006-01-19 09:02 pm (UTC)
Best Buy does refer to their replacement clause as a "lemon policy", so we've been saying that. The fun part, though, is that the previous fix ended up being a motherboard replacement, so even though it took three trips in a row, they're calling it a single repair, because it was only one part getting replaced.

It's especially weird because all the people we actually talk to, the Geek Squad guys, are helpful and nice. The problem is, they can't actually do very much. They can only fix simple things, and for anything else they send it off to their repair facility, which is contracted out to a separate company. So all the people we want to bitch at are Best Buy corporate or the stupid contractors.

Thanks for the helpful tips! We'll give it a shot.

Finding the previous repair documentation is going to be a pain. *sigh*
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[User Picture]From: 0nce_and_future
2006-01-19 09:56 pm (UTC)
Ah - if they refer to it as such, then do so as well.

Also to say - these days... the mobo IS the computer.

If the repair facility can't fix it, that probably means the the guys who check the comp in aren't documenting completely enough... in my experience with remote repair centers.

I've been the guy at the desk enough times to know how this generally plays out.
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[User Picture]From: dr_tectonic
2006-01-19 10:23 pm (UTC)
If the previous experience is any guide, it's that the remote repair center is, um, totally incompetent. I mean, how much documentation do you need for "left trackpad button doesn't work"?
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[User Picture]From: 0nce_and_future
2006-01-20 07:47 am (UTC)
It's all in how you write the notes.

They only do what the local guys tell them to. But then - maybe they're using Bubba's Discount Laptop Depot Service and Lawnmower Repair...
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