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BEST BUY -BEST BUY STORES AURORA MOTHERBOARD WENT BAD ON LAPTOP SERVICE CENTER SPILLED COFFEE TO AVOID HONORING SERVICE PLAN Ripoff AURORA Colorado
On March 24, 2005 I purchased a Sony Vaio PCG-K45 laptop for $1399.99 (qualified for $450 in various rebates) from Best Buy #210 in Lakewood, CO. I also purchased a 3-year extended service plan (PSP) for $249.99.
On June 20, 2007, I had been using my laptop at home. As usual, it ran a little hot, so I always used a computer tray underneath to make sure it received adequate ventilation. After about 10 minutes of use, the computer powered itself off and would not turn back on.
I brought the laptop into Best Buy in Aurora, CO 13801 E. Mississippi Ave in order to be serviced. The geek squad technician, Josh R., took my power adapter and he told me that he believed the motherboard went bad. He set it up for my computer to go to Best Buy's service center (in California). The laptop was scratched up in places, but had absolutely no spilled liquids on the exterior. The initial service order was 00217-908865127. On this order the condition was listed "NWT" and the symptoms "motherboard needs replacement. unit runs hot after a period of usage. under psp...jr"
After about one week, I received a strange message from the Best Buy service center. I returned the call and spoke to someone named Andrew. He said that my motherboard went bad due to "extensive liquid damage" (his words) and therefore not covered by warranty. I told him that my wife and I were the only ones to use the computer and we definitely had never spilled liquids into the computer. He disputed this and told me that if I wanted to fix the computer it would cost about $1400 or he could just send it back un-repaired. I told him to send it back because (1) I knew I hadn't caused any liquid damage and (2) the computer was not worth that much even if it had been my fault. Andrew told me he'd be returning photos and documentation with the laptop back to the store.
On July 8, 2007, I returned to Best Buy in Aurora to pick up my computer. This time I had my own digital camera with me, because I no longer trusted them after my phone call with Andrew at Best Buy's service center. My suspicions were correct. My laptop now had what looked like coffee spilled near the keyboard and on the palm rest. I was absolutely livid! It had become rather obvious that someone spilled liquid on my computer AFTER I turned it in for service. Anyway, I took pictures. Another Geek Squad associate, John, talked me into sending back into the service center because they never sent pictures like Andrew said they would. He told me he thought there was a 90% chance they would fix the computer, so I agreed to send it back.
Geek Squad manager Mike P. took the new service order 00217-911285558 and made a note of the sticky substance on palm rest that wasn't in the initial service order. He wrote Unit came back from service unrepaired due to liquid damage. Customer is disputing that it was there when he brought it in. Please diagnose again, escalate to a team lead/manager.
On July 19, 2007 I returned to pick up my laptop again for the second time. This time, the original Geek Squad associate who took my computer repair order back on June 20th, Josh R. was present. Upon waiting for the associates to track down where my laptop was in the store, they finally brought over to me. This time, the service center appeared to have wiped up the sticky coffee spills a little, but the remnants still remained. Service manage Tyler Nielsen was confronted by me that the spills did not exist before I turned in the computer for service. I asked Josh R., who was standing right there in front of Tyler Nielsen, if my laptop had liquids spilled on it when I brought it in. Josh shook his head and said No. Tyler appeared annoyed with Josh for telling the truth and told me he agreed with the service center. Tyler claimed that the liquid damage was pre-existing and gave me the toll free number for Best Buy's corporate line. He tried to charge me $34.95 to get my computer back (even though they didn't fix my motherboard, then even spilled liquids on my laptop). I refused to pay and quickly signed the form to get my computer back.
Now that I was in possession of my laptop again, I took the computer in to be looked at by a reputable company. I brought the computer to Techno+Rescue, LLC at 6150 E. 49th Avenue Commerce City, CO 80022. They diagnosed that the cause of my laptop's failure to power on was due to a bad motherboard. Furthermore, they wrote a letter that they have given to me (and is available from them at help@technorescue.com) which states that the nature of the liquid damage indicates that it could only have been made after the computer was opened up by a technician. They also found that the liquid spilled did not even get on the motherboard and was unrelated to the pre-existing motherboard problem. In other words, even if I had been the one to cause the liquid damage (which I hadn't) there was no reason for them not to honor the service agreement to fix the motherboard.
Tom
Aurora, Colorado
U.S.A.
Click here to read other Rip Off Reports on Best Buy
1 Updates & Rebuttals
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue with best buy
#2UPDATE EX-employee responds
Sun, August 12, 2007
I am an Ex- geek squad employee. I've seen cases similar to this happen a lot. basically once the service center says "liquid damage" somebody has to pay them to fix it. (they don't care who, you, the local store. corporate office UPS /Fedex the tooth fairy etc. )
the solution here is really simple. if the store already admitted the liquid damage did not exist when you dropped it off. call the store and ask what time tyler will be working. (try to figure out what day he is off.) then hang up. call again and ask for Josh. if you get him. ask him what time he gets off. or when he is working again etc. find a time when Josh is around and tyler isn't
come into the store. send it in again with the magic words in the tag. "store confirmed liquid damage didn't exist when customer dropped off. store preapproves cost of repair" in the tag. you sign it. the the geek agent signs it. then request a photocopy of that paperwork with signatures. wording is critical.
Mike P is NOT your friend. the words "Customer is disputing that it was there when he brought it in. Please diagnose again, escalate to a team lead/manager" is completely useless and actually passive-agressive. (it's like saying customer believes in UFO's or alien beings) nobody cares what you personally believe or your feelings. just the facts.
the problem here is that Tyler has probably yelled at josh already or told him not to speak with you etc.
now if the service center happens to call you to approve the estimate you say yes. (otherwise your back to zero again) laptop is now fixed back at the store. now when you go to pick it up either a) the store was billed and you owe nothing. b) they ask you for $$$ you can refuse showing the signed paperwork stating the store is covering the cost.
if they still wont give it to you. politely excuse yourself & say you need to call your wife. pickup the phone and call the police about a laptop being stolen at the store. when the officer arrives basically state that it's your laptop & you want it back and the store is refusing to give you your property and you want to file a criminal complaint. basically your position is it's your laptop your taking it with you. most of the time the police will allow you to take your property home with you. and if best buy wants paid. they would have to sue you (civil issue) which they won't do.
if some reason the police say you must pay or the store can keep the item. (or if the officer is a jerk and says if you leave with your own property without paying the service fee he will arrest you) pay on your credit card. give a swiggle line for a signature. then call the credit card company to file a dispute.
if Tyler says the liquid damage was "pre-existing" then the argument (which best buy loves to make) is that the service contract is a legal document. and both you & an authorized representative from best buy signed.
The original document stating the condition of the unit which I assume didn't mention stains around the mouse pad etc (this is why the 2nd time mike checked it in. he noted carefully the condition to CYA. (this is why some geek agents are crafty to say things like "no visable damage I could see on unit" in the condition field. you also need to be careful, because you sign when picking up the unit. it doesn't say I'm picking up the unit. it says "I recognize that repairs have been performed in a matter that is satisfactory to me. "
I cannot tell you how many times people came back to the store 2-3 days latter saying my desktop/laptop is dented or chipped it wasn't like that when I left it in only to have the store say the unit was in perfect condition when you picked it up. there's your signature. (the original form you signed on drop-off also states damage is to be reported on pickup)
Personally I suggest people cross this out and simply say write "picked up unit." and intial it.
if the geek agent refuses to create a tag with the language that the store will cover the costs. the last deal you can do. (believe it or not) ask if you have purchased the best buy service plan with accidental damage coverage. would it have covered this. when they say "yes" say I need to buy a new PC from best buy anyway. I do want to get that. can I get some credit for the old laptop. (in other words 50/50 blame) some managers will give you $200 store credit.. you spend $700 for a new unit + $300 for a service plan ($1000 total) 3days later return it for $1200 back.
when a best buy manager says "call corporate" and gives you the 1-800# that is actually outsourced to a 3rd party it's passing the buck. they will tell you that they are powerless and you need to contact the local store manager.
In the past others have had success in this group when I recommended calling the main corporate switchboard and asking for the "executive resolutions dept" (they handle hot issues from the media, TV news, press, or VIP people) they used to help people who posted on this website, but new reports indicate.. unless your a VIP or the media. they might tell you c'est la vie in which case you bring political pressure from your local TV News consumer help line. or file a lawsuit against best buy in your local small claims court.
Best of luck, keep us updated on your progress.