Best Buy Bad Customer Service completely screws customers over Seattle Washington
I have a Toshiba laptop purchased from best buy under the standard one year warranty. I contacted best buy online when the computer acted up, and the assured me that if I broiught the laptop into the store they would take care of it. they also told me that they HAD to, and not to contact toshiba.
I took in the laptop, and the power cord was bad. They took all my info, assigned me a service plan number wich detilaed all my info, serial number, etc. then, they said I had to cll the "parts department" and get the item shipped.
I call the number, and they have to reenter all my info - they cant use the service plan number i received from the geeksquad. I spend a good ten minutes giving her all the info again, to be informed that they cant help me because "toshibas website is down" and its my problem now, ill have to contact toshiba.
all this after being told i had to deal with best buy. This is horrible - I went out of my way to drive to a best buy, wait in line, then was told i was all set and just need to call the parts number. then the parts number tells me im SOL. I AM NEVER BUYING ANYTHING FROM BEST BUY AGAIN, AND AM SPREADING THE WORD ALL OVER ONLINE.
note: when you buy electronics from Costco, they have a special customer service concierge who deals with things like this and actually helps the customer.
Krisztinastar
801 SECOND AVE 900, Washington
U.S.A.
2 Updates & Rebuttals
Kristy
Beverly Hills,California,
U.S.A.
what is covered under MFG Warranty from Best Buy
#3UPDATE EX-employee responds
Mon, April 20, 2009
Just to clarify some things.
I assume (I wasn't involved with this case) the customer spoke with Best Buy (BBY) Part search Dept on the phone and attempted to order a replacement Power cord under MFG.. they refused and directed the customer to the local store... The reason for this is because Best Buy part search can only process a replacement part (like a battery or power cord) if the customer has a Best Buy extended warranty (PSP) Plan .. or pays for the item himself - THAT'S IT..
there is no way to override this
In regards to the local store & MFG Warranty
first ...it's VERY important to understand that MFG covers HARDWARE only - not software - the problem with this situation .. the service center would require both the Laptop & AC adapter be sent in for repair (to ensure it's not the DC jack that's loose or broken -vs- ac adapter) this would mean being without the laptop for around 14days, if the customer had any important data on the PC it would need to be backed up (either done himself or an additional $159 fee) or risk the PC being returned with OS reinstalled, like new condition..
there is no method of just shipping a defective ac adapter to the service center & getting a new one shipped back under Best Buy process..
what to do in this situation
the customer needs to contact Toshiba tech support directly, explain that Geek Squad confirmed the AC Adapter was bad, they will send out a new one to him (I assume with free shipping) they *MAY* require the old defective AC Adapter be returned (at his shipping expense) and require a credit card as a security until it's returned (or Toshiba may not want the old part back)
the basic problem here is that the instore Geek Agent didn't realize that Best Buy parts dept can't process.. MFW (non PSP) replacement orders.
Dane
Anchorage,Alaska,
U.S.A.
BS
#3UPDATE Employee
Mon, April 20, 2009
none of that sounds legit, i call BS, if the laptop was within the 1 year warranty from Toshiba and you have proof of purchase then Geeksquad will take care of shipping it out to them to get it fixed, there no such thing as a "parts department" to get the laptop shipped, if you did not have proof of purchase(and it sounds like you dont have a protection plan on the laptop either) then you have to go through Toshiba.