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Best Buy ripoff dishonest would not honor the warranty I had purchased Tulsa Oklahoma
I had an old Compaq Computer that I had had a 3 year in-home warranty on. Several parts had to be replaced on my Compaq during the 3 years I had it. Things escalated from there and as a result of which had to argue with the Manager at Best Buy, plus the main Best Buy Store (phone number 1-800-BestBuy. Finally they relented and let me come into the store and get another computer of equal or greater value.
I purchased a Sony Vaio Computer of much greater value along with a 19" Flat Monitor Screen. I paid extra for another 3 year warranty. The first month I had it the Hard Drive went out along with the CD Rom. Everytime one thing was fixed something else would go out. As I am not totally computer illiterate, I told them what I thought was wrong with it, and wanted to save them money by going ahead and bringing the extra parts out that needed to be replaced. Each time I called they gave me a different case number.
After having several different parts replaced, my Monitor went out. They said they would send me another Monitor of equal or greater value. (Come to find out they didn't replace my Monitor with a new one, they replaced it with a refurbished Monitor. The first Monitor they sent out didn't work. I called them to have them ship it back as i have a bad back and could not even pick up the monitor. The second Monitor they sent to me was so badly damaged I couldn't believe it. It had cracks all over it. I then called them to come and pick up that monitor.
Meanwhile I am still having computer problems. After they replaced 2 Monitors and several other parts on my computer, I then asked when I would be able to come in and get my new computer per the warranty contract. They refused to honor the contract stating that they had to come out at least on 4 visits and replace each part on each visit. I explained to them that I was trying to save their Company money by having them send out the extra parts and replacing them if needed while they were there. They then got extremelly ugly with me and basically said that was my tough luck.
As time went on I kept having more problems. Finally after several trips to Best Buy questioning their warranty proceedures, they asked me to bring in the computer and Monitor. My husband helped me bring it in to Best Buy as we were under the impression that they were finally going to honor the warranty contract. I had all of my papers with me each time I went and had written down all the case numbers I had been given, plus the names of the people I had talked to.
Much to my surprise, they said that they were not going to give me another computer and that they were going to ship my computer off to Sony, so they could find out what was wrong with it.
I finally got it back after several weeks, and they told me all of the parts they had to replace. By this time I only had approx. 6 month or less left on my warranty. I then told them that it looked to me like they had replaced 4 or more parts total throughout the whole warranty period and I should be allowed to use my warranty. They still refused. I asked to speak to several different managers during the course of all of my trips to Best Buy or calls to their service department.
I also talked to the Manager in the Computer Department and he said to bring the computer back in (2nd time) and they would replace it.
I complied with what he asked. When I got there, I had to take it to the service department and show them all of my paper work yet again. Expecting to be able to finally get my new computer under my warranty plan, the service department manager told me that I could not receive another computer, still due to the fact that the Monitor was a separate entity, and it would have to be replaced 4 times in order for me to get my new computer with my monitor.
I have purchased Thousands upon Thousands of dollars at Best Buy, and always buy the in-house warranty.
The major thing I did find out was the fact that they do not keep correct records. I was told to use their phone to call 1-800-BestBuy so they could check their records on all that had gone wrong with my computer and to also receive a list of all of the items I had purchased that were allowed to have a service contract. I was astounded, to say the least, that half of them they had no record of. I have the receipts of all of my purchases, and they still showed no record on them.
Plus, I purchased a high end web cam and bought the in-home warranty. It never worked from the start. I took it back and customer service informed me that they did not sell warranties on cams. I had the warranty with me at the time. We argued for a bit and finally they told me to just go pick one out.
I have also bought several high end keyboards and mice, all of which have quit working. I brought the receipt in to the store and they said that they could only give me the price that had been lowered approx. $75 - $100.00 cheaper than I had purchased it in the first place. I asked if I could go ahead and either get a more expensive key board and mouse, or if I could get the same one that the price had been lowered on along with a credit for the balance that I paid for it. They said "NO".
I have never in my life seen such inempt people in a major store that does not keep proper records of the major purchases made by customers. Also the rudeness of the geek squad and the manager behind the service department was not called for.
I am an honest person and could not believe how I was treated.
Now I have a useless computer and the warranty has run out.
If my nerves weren't so shot by going through such a long process of trying to be treated fairly, only to end up with nothing but a useless $2100.00 computer, I could have really gotten ugly, however that is not in my nature.
I have also had several problems with them regarding rebates. On my first computer I mailed in all of my rebate information exactally as they said to do, only to receive a letter saying that they could not send me my rebate because I failed to send the printer rebate information. I Didn't even buy a printer... The rebate receipt I had to send them didn't even have a printer listed on it..... I was so mad I called them up asap and finally got hold of someone that could help me and finally did receive my rebate several months later.
I have many more issues with Best Buy, however they are too numerous to go into....
Linda
Tulsa, Oklahoma
U.S.A.
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9 Updates & Rebuttals
Linda
Tulsa,Oklahoma,
U.S.A.
This is in regards to my on-line report against my Best Buy Warranty
#10Author of original report
Wed, May 03, 2006
Several of you asked why I even purchased a Sony Vaio from Best Buy...
The reason I purchased it at Best Buy was because I had purchased a Compaq Computer from Best Buy and also purchased the warranty there, so I had no choice. Trust me, had they given me my money back, I would have definitelly looked else where for another computer.... So... as it was I got nothing....
I had even less problems getting them to re-place the first computer due to all of the parts that went bad, etc...
I had my ex-husband with me and he argued with them until they finally gave in and told me to go pick out another computer of my choice.
This has been several years ago, and I wasn't as computer literate as I am now, so I didn't really know what I was buying, only knew that it cost over 1000.00 more than what I paid for the first one.
During that time period they changed managers quite a few times, and it seemed as if each one was worse than the next one.
Now I am still stuck with this POS that hasn't ever worked right in the first place.....
Whenever you go into Best Buy one of the first things they tell you is that we "Don't work on Commission", so we are here to help you purchase what is right for you.... WRONG!!!!
Anyway, I just wanted to let all who wrote and asked why I didn't buy a computer on-line or somewhere else was becasue of the warranty I purchased from Best Buy....
Jason
Simpsonville,South Carolina,
U.S.A.
Online vs in store
#10Consumer Comment
Wed, May 03, 2006
The appeal to in-store purchasing is that you get it now. I've done it several times.. Can get a better deal online, but it's the whole "get it in your hands now" thing.
Best Buy does have some issues with their warranty stuff. I wonder how much of it is due to unethical people who would buy a DVD, copy it, then return it and things of that nature.
Not accusing the OP of anything here, but she does have an inordinate amount of failures. Poor shipping accounts for some of it (obviously, not her fault) but after reading it I had to wonder if she purchased anything that worked from BB.
Computer equipment, specifically monitors (and TVs for that matter) generally either fail in the first month or so, or run great for years on end. Sadly, most of the 'repair' issues have little to do with equipment failure and alot to do with 'user failure'.
In this case.. I would begin to suspect power issues at the OPs home, but that doesn't explain keyboard failures.. About the only thing that explains keyboard failures are people who eat or drink coffee at their computer. There's just nothing in a keyboard to fail on it's own. It's a pretty passive part.
But... Assuming the manufacturer's warranty is expired, and Best Buy's 'extended warranty' is now the primary because of that.. She's got a point.. It's their responsibility. Own up.
Paul
Tulsa,Oklahoma,
U.S.A.
store buys
#10Consumer Comment
Wed, May 03, 2006
Generally its always better to buy online.
But once in a while a store will have a 'good enough' product to be worth buying.
Openbox.
Heavily discounted for whatever reason.
Phase-outs.
Ive bought mostly online, but once in a while there is a local store selling something that is a good enough deal to bother with.
I too wouldnt spend a fortune on pc's locally except for above, but would consider everything else around it. Especially monitors & parts, periphals, etc.
Its surprising at times to see as much store buying as there is.
R
Portland,Oregon,
U.S.A.
Buy online
#10Consumer Comment
Sun, April 30, 2006
Why would you purchase a Sony Vaio at Best Buy? You can get it online direct from Sony.
It's beyond me why anyone would buy an expensive computer from a box store. The box stores don't sell computers and electronics. They sell worthless extended warranties that have a product associated with them.
Always buy online direct from the manufacturer, you won't be pressured, and you'll learn a lot too and the purchase won't be impulsive.
R
Portland,Oregon,
U.S.A.
Buy online
#10Consumer Comment
Sun, April 30, 2006
Why would you purchase a Sony Vaio at Best Buy? You can get it online direct from Sony.
It's beyond me why anyone would buy an expensive computer from a box store. The box stores don't sell computers and electronics. They sell worthless extended warranties that have a product associated with them.
Always buy online direct from the manufacturer, you won't be pressured, and you'll learn a lot too and the purchase won't be impulsive.
R
Portland,Oregon,
U.S.A.
Buy online
#10Consumer Comment
Sun, April 30, 2006
Why would you purchase a Sony Vaio at Best Buy? You can get it online direct from Sony.
It's beyond me why anyone would buy an expensive computer from a box store. The box stores don't sell computers and electronics. They sell worthless extended warranties that have a product associated with them.
Always buy online direct from the manufacturer, you won't be pressured, and you'll learn a lot too and the purchase won't be impulsive.
R
Portland,Oregon,
U.S.A.
Buy online
#10Consumer Comment
Sun, April 30, 2006
Why would you purchase a Sony Vaio at Best Buy? You can get it online direct from Sony.
It's beyond me why anyone would buy an expensive computer from a box store. The box stores don't sell computers and electronics. They sell worthless extended warranties that have a product associated with them.
Always buy online direct from the manufacturer, you won't be pressured, and you'll learn a lot too and the purchase won't be impulsive.
Linda
Tulsa,Oklahoma,
U.S.A.
Thanx for responding to my ripoff report for Best Buy
#10Author of original report
Sun, April 30, 2006
Thank you very much for responding to my report of what Best Buy did to me regarding the Warranty for my computer....
First of all, before even bringing in my Computer to Best Buy, I talked to the Manager of the Computer Department. I had my warranty in hand with everyone that I had talked to plus all of the case numbers that they had assigned to me, which were many...
After the Computer Manager looked at all of my paper work, he told me to bring in my computer and everything else that I had on the warranty and that I would be able to walk out with a new computer.....
The next day I did just what he requested..
I had to stand in line at the Customer Service Line with my whole computer system in a cart.
I again had every piece of information with me regarding all of my warranty information, and what all had been done, etc....
The customer Service person sent me to the Computer Department window to talk to the computer tech about my computer and all of the problems that I had had....
After several of them had looked at my warranty, they said that I had to have four separate calls for them to validate me getting a new Computer, which meant them comeing out and fixing the various parts of my computer.....
I then asked to speak to their Manager..... He came over and looked at all of the paper work and told me that I only had 3 separate service calls.... Plus the fact that I only had 2 with the monitor. I bought everything as a package deal....
I wasn't very happy at that point, so the manager said that they would send off my computer to Sony and have whatever was still wrong with it to begin with fixed.
I waited over 3 weeks for my Computer to be shipped back from Sony. (Note: that's with my in-home warranty, which I carried it to them instead of them coming to my home).
After many phone calls to them requesting what was going on with my computer, and why it was taking so long, I finally got phone call from them saying it was shipped back to the store and I could come pick it up.
I went back into the store and asked what all Sony had to replace when they had it.... They were very evasive at first, and finally just told me a few of the parts that had to be replaced.
OK, I then asked to speak to the Manager again and said that this would be the 4th time I had had my computer worked on, and I requested that they hold up their end of the warranty and let me pick out a new computer.... The Manager said that wasn't possible as they had just had it all fixed... This is B.S.!!!
When I first got the warranty one of the first questions I asked was if I was to receive new parts, a new monitor (if it went bad), etc. They said yes.... Only for me to find out when my monitor went bad that they would replace it with one of equal or greater value.... They sent me 2 different Monitors, as the first one that I received was all busted up when I opened the box to take it out.
To me that meant recieving a new Monitor... WRONG!!!! It meant receiving a re-built Monitor, which was nothing like the one I had to begin with.....
The Manager called the main store and talked to them. They didn't even have half of the calls that I had documented on my warranty along with who I had talked to and the case numbers... So the Manager said I am sorry I cannot help you and you CANNOT get a new computer.....
I am not a dis-honest person and I expected that when I purchased the 3 year in-home warranty that they would live up to their end of it and would replace my computer.
I was at Best Buy for well over an hour discussing in a calm tone asking them to tell me Why I could not get a new computer...
Finally I started to get angry as they were getting angry at me. In fact, they were down right ugly to me....
I was embarrassed to say the least......
There was a customer behind me that had just bought a new computer and were fixing to purchase a warranty and I told them in a loud enough voice where the manager could hear me that they would be wasting their time as Best Buy didn't live up to their end of the Agreement....
Bottom line is that I trust people to do what they say they will do, and when they don't, it makes me lose faith in their Company and I will never Purchase another thing from them again!!!!!
Paul
Tulsa,Oklahoma,
U.S.A.
Best Buy
#10Consumer Comment
Sat, April 29, 2006
I dont wish to dispute any of your experience with BestBuy. Its obviously most likely valid and true.
And while Ive never been a employee of Bestbuy I did work in the store as a HP rep years ago.
I have heard of recent problems at Best Buy relating to support.
Part of the problem is the quality of people has gone down. They are not hiring 'high end talent' like they used to.
I myself am a IT guy of 27 years, and was in their store partime as a HP rep for 4 years.
I am a programmer & technician, and could easily do a much better job than them but dont want to cut my income in half.
I wonder about whether everything was done right on the warranty, and with this kind of deal, you should naturaly talk with a manager right off.
Or rather ask immediately for one.
I wont talk to just any salesman when I need warranty work.
Also, I would have had warranty extensions on all the products individually, and not on the package.
Did you have a 'product package' extended warranty?
I actually had almost everything I bought at another vender under individual warrantys.
However, some of those warranties were not 'store related' warranties.
But the overall reality, storebought warrantys are often not worthwhile.
If at all possible one should always get warranties elsewhere.
With cars, get it from insurance not from dealer.
With DELL go direct to Mfg.
I also deal with some very high end keyboards, why would you pay more than $20-$30 for high end.
I do have one very high end for $250, but its a very specialized deal.
All the others I have are actually some of the same ones that stores sell for 3-10 times as much as I paid.
I bought very very high end keyboards for a lot less and they werent even on sale.
$75-$100 is way too much. Did you shop around?
Btw, going to any retail store is not necessarily a wise thing to do to buy computer products.
I like going to retail stores, primarily to look at the physical product. But not neccessarily to buy.
Personally, it depends on the product on whether I would bother with extended warranties.
Only if the product is complex enought to justify it. For example I wouldnt bother with warranties ona microwave.
I probably wouldnt get warranties extended on anything other than pc and monitor.