Complaint Review: Best Buy BBY Airport Way - Portland Oregon

Consumer's Original Complaint :

Toshiba Satellite model# PSM50U-0N701V. Serial#Z5330898K. Purchased 2/2/2006.

cost- 2093.95 w/accesories and installations.

Paid with American Express

Service Orders: 00450-871927926 dated 2/2/2006 ,00450-872520939 dated 9/27/2006,00450-877229302 dated 11/4/2006

The computer died 9/25/2006. I took it to the store9/27/2006. They ran diagnostics determining it needed new motherboard. Sold me another computer to use while mine was being fixed and would be gone 10 to 14 days. 8 trips to the store and over one month later, my toshiba was "fixed". I picked it up, brought it home, it was still all messed up.

I returned it to the store 11/4/2006. New problems came with the new hard drive. Unreadable monitor and significant jumps in monitor view. I asked for store manager name. Called him, left message. Dave Bolton. He has yet to return my call. I called the Geek Squad 3 times to see if my computer was ready and was put on hold for at least 10 minutes. I finally hung up and went to store to find my computer not ready.

I received call from the store 11/10, a man named Kevin, said it was "an easy fix", my computer was ready I could come get it. I picked it up 11/11. Tried to access the internet from the store to replicate what I was doing when the problem occured before and was unable to get past the store firewall. I brought the computer home, immediately replicated the situation, and the computer was NOT fixed.

I called the store right away, they said they needed to send someone out since they couldn't replicate the problem in the store. I said ok, but I am not paying for home service. He said he would arrange it and get back to me. He never did. I called the store today, was told by Sara, a manager, that Kevin is working on getting my computer put on the "lemon" list so they can give me a new computer. He is out today. He will call me tomorrow.

My problem is this: I have been told so many things by different people I don't believe this. Kevin told me he would help me over the phone so I could fix my computer, he didn't say he would get me a new one. This is a business computer. I do payroll for over 100 people on this computer. I have owned computers since 1985. I have never had a computer like this. This computer is a lemon.

The Geek Squad lost my emails from 2005 through 2006 in the data transfer. They transferred the same emails 3 TIMES so i had them in triplicate. They are incompetant. Our tech department helped me get rid of the extra emails and told me they weren't transferred correctly.

I bought this computer 2/2/2006.

I have not had the use of this computer since 9/25/2006. I need a computer that works.

Consumer's Desired Resolution:

I would like to go to Best Buy, get a complete refund, and purchase another computer of my choice and have them install all the software for me. I need to have the same or newer versions of the programs I have on the Toshiba, ie, Microsoft Office Pro 2003, Quicken, Microsoft XP, Outlook, etc.

I would like them to transfer all the data from the Toshiba to the new computer. I would like a refund on the memory upgrade and emergency disks I had to purchase from Toshiba because Best Buy replaced the hard drive without making these disks. I shouldn't have to pay for them. This computer was under warranty and I bought the extended warranty from Best Buy. I would like a refund of that warranty also.

If I can not find a computer that meets my satifaction, I request all my money back so I may purchase a computer elsewhere and I would request all my data be transferred to disks or what ever I need to be able to again, have it installed on a new computer. This has been a living nightmare. This computer is very important to my business and not having it is harming my business and costing me a lot of money.

Wasted trips to Best Buy are costing me money. I really would like to be reimbursed for the 7 to 10 trips I have made to the store because I was told the computer was ready only to find it not ready when I get there. I would like the General Manager be made aware that a consumer was told he would return the call and he never did. I have called him 3 times now, however I only left 1 message.

I also believe their corporate offices should be made aware of the way the Portland Best Buy treats business customers. Our office in Portland has 15 computers. I can promise you after this we will not be buying any at Best Buy.

Please, I am begging you, get some resolution on this for me. This has just been a nightmare. No one at Best Buy cares about the problems they cause for their customers. HELP!!

BBB Processing

11/16/2006 DMD BBB Complaint Received by BBB

11/16/2006 DMD BBB Member Complaint Validated by BBB Operator

11/16/2006 Otto EMAIL Member Send acknowledgement to Consumer

11/16/2006 Otto EMAIL Member Send acknowledgement to Business

11/21/2006 BBB MORE INFO RECEIVED FROM THE CONSUMER : 11/20/2006 I returned to the store to pick up my "fixed" computer. It wasn't fixed. Nick, a Geek Squad Member tried un installing the new internet explorer 7 which did correct the one problem of the bad screen in games. However, I have 2 other computers at home, an HP we bought in April 2006 and a Compaq purchased in the year 2004. Both these computers have Internet Explorer 7 on them and we have not troubles with the games.

There is a problem with the Toshiba. Nick told me I may have to purchase an upgrade for the Toshiba in order to use Internet Explorer 7. This is complete HOGUPWASH. I am NOT HAPPY. I still believe there is a problem with this computer and the new hard drive they just installed. Second and new issue, my email doesn't work again (Outlook). I keep getting prompted to enter a product key code. This is a new problem.

It's one thing after another with this computer. This is a business computer I have not had use of in 2 months. It has been in the shop at Best Buy for 2 MONTHS!!! I am fed up. My next step is to contact the local newspapers. It's right before Christmas now so that is a good time to warn people about the bad service of a bad company I think. NO, I haven't heard from their corporate offices. Just like the General Manager never returned my 3 calls to him. I am livid. They shouldn't be in business with practices like these.

Update 12/04/2006:

The program in question doesn't work with Internet Explorer 6 either. I am unable to use this computer. Best Buy had it for 5 weeks, sent it off for a new hard drive, and this is a new problem since I got the new hard drive. I did not have this problem before. I also can't open my Outlook (email) since I got the computer back. Best Buy has refused multiple times to admit there is anything wrong with this computer. This is my BUSINESS COMPUTER. I NEED TO BE ABLE TO USE MY BUSINESS COMPUTER TO CONDUCT EVERYDAY BUSINESS. THIS HAS BEEN A NIGHTMARE. AS YOU SEE, I ALSO COMPLAINED TO THE BBB, HAVEN'T HEARD BACK FROM THEM YET. I NOTED BEST BUY DOES NOT BELONG TO THE BETTER BUSINESS BUREAU. MAYBE THEY WERE KICKED OUT?

Carol

Vancouver, Wisconsin
U.S.A.

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