Complaint Review: Best Buy - Cuyahoga Falls Ohio

I'm an EX Geek agent. I am not supporting Best Buy as I think the policy is aweful.. but I just want to clarify what the no lemon policy is as you stated it incorrectly. after 3 qualified repairs you can request a no lemon junkout on the 4th time the unit is left in for service.. A qualified repair is defined as the item being sent into the service center (not fixed at the local store) AND Parts changed.. what this means is if the service center simply uninstalls /reinstalls a driver, Reinstalls the OS etc. or declares "no fault found" and you immediately get it home that day and need to send it back out again - it doesn't count.. items can be left in for service 4, 5, or even 7 times and not qualify. your repair tag must show parts were replaced... it's VERY important that you keep all service order# paperwork... if a geek agent requests a PSP no lemon Junkout he has to list the 3 qualified SO# in the new tag created.. & provide photocopies of paperwork with the unit.. if he can't find the old SO# in the computer system.. because you listed one under your home phone# -vs- work, or you move alot and change addresses.. got married and changed your last name..or I've seen cases where older tags are deleted from the system for storage sake.. your out of luck (this unfortunately is legal as the contract says customer must retain and produce paperwork) there is an exception excessive parts delay.. if a PC has been left into service and it's 45 days from the date parts were ordered (not the date unit was left in for service) you can request a no lemon junkout .. this takes another week to process.. generally.. repair times best case senario quick service 7-10days the average is 2-3 weeks ... the ugly can be 4-8weeks.. sometimes laptops get lost, sent to another store 2,000 miles away from you, or there not packaged well and get damaged in shipping (best buy SOP Policy does not allow stores to add shipping insurance) I've never worked at the service center but have read the horror stories on fixing PC's with used parts from unit returned to the stores or refurbished parts) the 45days does NOT include.. leaving the PC in once.. getting it back 2 weeks later.. finding they didn't solve the issue.. sending it out again the next day.. 2-3weeks later no fixed again etc. if your ever approved for a no lemon replacement this is the other challange your going to have.. you purchased your laptop back in 2004 (3 yrs ago) let's say you paid $1500 for the unit.. congratulations your going to get a $400 unit as a replacement. the contract states "replacement PC is specifcation for spec not the price you paid, but not to exceed the price you paid" and your service contract is used up early because the laptop was replace (it doesn't carry over for the remaining year to the new unit) how to solve your issue your probably going to have to leave the unit in 1-2 more times and wait a few more weeks.. you could contact the executive resolutions team by calling the main corporate office (not the 1-800#) complaining to them.. others have made progress doing that in this group.... you could also contact the BBB (which best buy is a member and pays them a large $$$ yearly) if you try to involve the local media or TV news about being a U.S. Soldier on leave from IRAQ just trying to get your unit fixed before being redeployed.. you might make some progress in resolving your issue (of course Best Buy makes a large donation yearly to FisherHouse org for disabled military families - for this very reason) best of luck... personally I would recommend only sending the item directly to the MFG for repair.. -vs- best buy own service center.. and not buying the service plan.

As an employee, I have tested and exchanged lots of our products, and have become very familiar with the Product Service Plan limitations, expirations, and coverage(s). The "No Lemon" policy does in fact state that should your covered product be repaired three times, the unit will be replaced under a "No Lemon" coverage when it is brought in for a fourth repair. The problem, however, is that the repairs must ALL be the same problem. In your instance, your second repair was for the DVD-Burner being non-functional. While I cannot say either way whether or not the Geek Squad repaired it correctly (i.e. replacing a DVD-Burner with a CD-Burner DVD-ROM device), I can say that this would not count towards the repairs to the no-lemon policy. It would be covered, especially if the wrong type of drive was installed. Your third trip to Best Buy for the faulty USB and Wireless devices would count as the second repair to the 'no-lemon' exchange. This repair would still be covered under your PSP, but not yet as a 'no-lemon'. Another big problem with any 'no-lemon' exchange is that the problems stated by the customer must be verified before we replace it. This means that for your laptop, it would still have to be sent out and evaluated. If the service center agrees, they will issue a 'no-lemon' exchange to the store, the store will then call you and replace your laptop in-store. The in-store Geek Squad stations simply do not have the equipment to properly diagnose or repair laptop problems, especially those related to integrated motherboard components, so therefore they need to be shipped out. I as an employee realize how this affects customers when problems arise, and while I do believe this is the best way for the company to service these problems, I believe that the shipping and communication needs to be sped up dramatically. Most of your wait time on a serviced item isn't them fixing it, it's them sending it between the store and the service center. My recommendation to you is to check the specs on your computer from purchase and find why yours may or may not have been replaced with the incorrect DVD drive. As for the "No-Lemon" policy, it really comes down to the specific problem. The PSP brochures detail the requirements, but very, very few consumers actually sit down and read those things word-for-word. As of now, Best Buy is still honoring the PSP coverage properly, and should you have any more wireless problems after the replacement motherboard is installed, your rights to a "No-Lemon" replacement are greatly enhanced. I hope this helps clarify some issues, and make others aware of exactly how the "No-Lemon" policy is enforced.