Complaint Review: BEST BUY

We purchased a Toshiba laptop on 10/04/05 and were convinced by the sales associate to purchase the service contract so we were covered if anything went wrong -what a joke that turned out to be-on 12/5/05 the computer decided it was going to keep rebooting-and our adventures began with Best Buy in West Palm-the totally incompetant geek squad, the absolutely unwaiviering and down right rude customer service reps on the 1-800 phone line-all the way up to Tony-in the corporate office - they managed to lose our power cord, as well as everything on the hard drive-and in less than 3 months managed to send it back to Toshiba 2 times as well as have it in their possession 3 other times-none of this qualifying for exchanging it for a computer that would work-so that when we finally got it back in January and it still didn't work-needless to say we were not pleased-We were told by best buy geeks to call Toshiba ourselves to try to find our power cord they somehow lost and that we should bring the laptop to the Toshiba factory in Boca Raton to see if they could get it going(and we bought the service contract-why)-To make an extremely long and frustrating story shorter-we finally got Best Buy to agree to exchange the computer for another one-which they did-although it was a Gateway not a Toshiba and the price was $850 not the $999 we paid for the Toshiba-I am now in the process of trying to get the $150 credit to my account and cancel the so called "customer service" contract as I have come to the conclusion that Best Buy has no idea what that means and after talking to various employees from the store -to 1-800 number to corporate-they really don't care as long as they make their $1.3 billion operating profit-GOODBYE BEST BUY-never again

Michael & Elaine
Brewster, Massachusetts
U.S.A.