Warning: long consumer complaint follows. If you are not interested in my sob story, please close browser. 🙂
In December 2005, I bought a Toshiba laptop pc from BestBuy. I also paid an extra $99 for the extended 2-year warranty.
Big Mistake!
First of all the pc I got was a bad unit. It’s now in the shop for it’s fifth repair in less than one and a half years. I don’t blame BestBuy for that. They simply buy from Toshiba. I don’t even think it’s a bad model. My wife and a good friend have exactly the same pc and neither have any problems. It’s just a “lemon”.
What I do blame BestBuy for is their complete lack of caring for the customer, particularly after the customer has spent extra money for special care.
The first time the pc had to go in was for a faulty power jack. It couldn’t hold a charge. It was fixed in-store while I waited.
I was pretty happy at that point, until the same problem surfaced again a while later. This time they shipped it out and I had to wait a couple of weeks for them to fix it. When it came back, they said they aligned the case.
Seemed ok for a while, but within a few weeks, the problem was back again. Again, out for a two-week repair. This time they actually replaced the power jack, and I haven’t had that problem since. But the fact that it took them three service calls, and four weeks in the shop just replace a power jack that probably should have been replaced the first time is not a good sign.
That last repair was in December 2006. Things were running fine up until a few weeks ago, when the screen just went black and the computer just refused to boot up after that. So I took it back in for repair number four.
Now, my warranty clearly states that if they have to repair the pc three times, the next time it is brought in, they will replace it. It’s their “No-Lemon” policy. I brought this up and was told that the first time did not actually count. A pc must be sent OUT for repairs in order for it to count as an actual repair. So, per their rules, this was actually the third time. I argue with the guy in the store, but he could really care less. Just shrugs and repeats himself with a hey-I-just-work-here attitude. I can see that even if this guy was willing to help, he’d have no power to do anything anyway. So I send my pc out for two-to-three week repair number four.
Finally, my pc comes back. I go in to get it. Seems they decided the problem was the motherboard, and replaced that. I boot up the computer right there in the store, all looks good. I sign the form and go home. When I get home, I start using the computer and after a minute or so, it freezes. Hmmm… Reboot, same thing. Repeated reboots. Sometimes won’t boot at all. Sometimes starts to boot and reports a hardware conflict. Sometimes I’m really lucky and it will run for up to two or three minutes before totally locking up.
Weeee! Back to BestBuy for repair number FIVE!! They have to give me a replacement now. It’s been OUT for service three times. Surely they won’t find any more loopholes. Surely the guy behind the counter will at least feel a little pity for me.
Unbelievably, they find another loophole. For a repair to count, they actually need to replace some hardware! The second repair (where they spent two weeks carefully aligning the cover) does not count because it was just labor! Again, I try to argue with the guy. I’m not sure why, but it just seems like I shouldn’t go down without a fight. In the end, they are going to send my pc out for yet ANOTHER two to three week repair. But, as compensation, they are going to keep it in the store running three days worth of diagnostics on it before sending it out, so it’s really two and a half to three and a half weeks. Somehow, I think I’m supposed to feel thankful for this.
Realizing that I’m not going to get anywhere with anyone in the store, I go to BestBuy’s web site and email their support center, basically outlining the story here. Two days later, I get this reply:
Thank you for contacting Best Buy about your repairs. I'm TJ with
Customer Care.
We realize it can be frustrating when you do not receive the service you
expect, and we are disappointed that your expectations have not been met
with your repairs. Best Buy strives to provide our customers with the
highest level of service, convenience and selection. We value receiving
your comments so we may use this feedback to improve the shopping and
service experience for all our customers.
Your product is not yet eligible for a No-Lemon exchange.
A product is eligible for a No-Lemon exchange when:
-A Performance Service Plan was purchased with the product.
-The product has already received three qualified hardware repairs
(either at our service center or a factory-authorized service center).
-Our technicians determine that a fourth repair is necessary. (At that
time, Best Buy will replace the unit with a product of comparable
performance or price.)
If you are still having difficulty with your product, we encourage you
to contact our service department directly at 1-888-BESTBUY
(1-888-237-8289).
Thank you for sharing your comments with Best Buy. Please do not
hesitate to contact us with additional questions or concerns.
Best Wishes from Best Buy,
TJ and the Customer Care Team
Obviously, TJ is pretty much like the other guys like I’ve dealt with, but knows how to customize a form letter. There is no other way to get any communication in to anyone at BestBuy that will not be filtered by TJ or one of his friends.When I get my pc back, it will have spent something like eight weeks of its 1.5 years in BestBuy’s repair shop. I’m sure that if it breaks again, they will find some other out for not replacing it… “Oh, that repair didn’t count because it was brought in on a Thursday. Only Wednesday repairs count.”
OK, sorry for the long rant. I’m stupid to have bought an important piece of hardware at a store such as BestBuy. I’ve learned my lesson and won’t repeat that mistake. Hopefully you won’t either.