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.
Click here to read other Rip Off Reports on Best Buy