- Report: #108638
Complaint Review: Best Buy - Independence Missouri
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Best Buy
40 Highway Independence, Missouri, U.S.A.
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816-3731030
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Best Buy Rip-Off Replacing PSP'd third lemon laptop a lost cause Independence Missouri
I apologize for the long entry, but I thought I'd let a report I've written up and tried to show to the powers that be at Best Buy, Inc. to do all the talking. Basically, I've had three lemon laptops; the latest one has had six repairs done so far (although after four you're supposed to get a replacement), but each time I take a trip to the local store they tell me yet another repair doesn't count. I've had the third repair done three times so far, and meanwhile I'm really racking up the bills on this little adventure as you can see at the bottom.
Computer Service Record Store #036 at Independence, MO
Computer #1 Compaq Presario 1685: 4 repairs, 1152 miles, 22.5 hours, 2 hard disk wipes
Aug 1999 Original computer, a Compaq Presario 1685, is purchased with a 3-year PSP.
Initial purchase; Miles: 128 / Trip #1
Sept? 1999 Presario 1685 taken in for repair due to problem communicating with printer. Repair was completed correctly and computer was picked up a month later with hard drive wiped clean. Unfortunately I was unaware this would occur (the only warning, I found later, was in fine print on the service receipt I was handed after turning over the Presario 1685) and lost all my files.
Repair #1: LPT Port; Miles: 384 / Trips #2-3 / HDW / Time lost: 4 weeks
Feb? 2000 Presario 1685 taken in due to floppy drive failure. Repair was completed correctly and computer was picked up three weeks later with hard drive wiped clean.
Repair #2: Floppy Drive; Miles: 640 / Trips #4-5 / HDW / Time: 7 weeks
Nov? 2000 Presario 1685 taken in due to another failure (I think some of the keyboard keys failed). Repair was completed correctly and computer was picked up three weeks later.
Repair #3: Keyboard; Miles: 896 / Trips #6-7 / Time: 10 weeks
June 2002 Presario 1685 taken in due to complete screen failure. Repair was completed correctly three weeks later. Because this was the fourth repair, computer was called a lemon and replaced with a Presario 1500T. Old computer left with Best Buy.
Repair #4: LCD; Miles: 1152 / Trips #8-9 / Time: 13 weeks
Computer #2 Compaq Presario 1500T: DOA, 128 miles, 2.5 hours
July 2002 We were called and told the Presario 1500T arrived; we tried to pick it up. However, the computer was DOA and we did not leave the store with it. A third computer was ordered, another Presario 1500T.
Replacement #1; DOA; Miles: 1280 / Trip #10
Computer #3 Compaq Presario 1500T: 6 repairs, 1224 miles, 30 hours, 3 hard disk wipes
(Please note: under Repair #, the 1st number is the number of times the computer has had hardware repairs according to Best Buy #036 until July 2004, the 2nd is the number of hardware repairs done according to Best Buy #036 until August 2004, and the 3rd is the number of repairs done according to Best Buy #036 currently.)
Aug 2002 The Presario 1500T arrived and we picked it up. Another PSP was purchased.
Replacement #2; Miles: 1408 / Trip #11 / Time: 21 weeks
Dec 2002 Presario 1500T taken in due to overheating / shutdown after less than one hour of use on AC power. Overheating was demonstrated to technicians at store #036. Computer was not picked up until ten weeks later because either Best Buy or Compaq misplaced it for a while. Best Buy's technicians said a repair was needed and forwarded it to Compaq; Compaq said that no repair was needed so it was returned with only a software restore and thermal grease applied to the CPU (although I was told on the phone by Compaq's national phone center that Compaq did do a hardware repair of some sort; I can't remember the details). Counted as a hardware repair until July 2004. New AC adapter was provided; hard drive was wiped clean.
Repair #1, #0, #0: AC,grease; Miles: 1664 / Trips #12-13 / HDW / Time: 31 weeks
Jan 2003 I was called by Best Buy and told that the computer had arrived after repairs. I went to Best Buy whereupon I was informed the computer had not arrived yet.
Miles: 1688 / Trip #14
Mar 2003 Presario 1500T taken in for same problem one week after it was returned. Shutdown due to overheating demonstrated to technicians. I requested it go directly to Compaq to avoid possible misplacement again. It was returned again three weeks later. According to Compaq's repair center and Best Buy at the time, the heat spreader was replaced and thermal grease was applied; according to Best Buy now, a software restore was all that was done. Hard drive was wiped clean.
Repair #2, #1, #0: heat spreader,grease; Miles: 1736 / Trips #15-16 / HDW / Time: 34 weeks
May 2003 Overheating again demonstrated to technicians at local store. Heat spreader was replaced (according to Compaq's repair center) or heat sink was replaced (according to Best Buy's records) and thermal grease was applied; computer was picked up three weeks later. Hard drive was wiped clean. I attempted to contact the Compaq repair center's technicians while they had it to inform them that replacement of the heat spreader had not worked the first time.
Repair #3, #2, #1: heat spreader?; Miles: 1992 / Trips #17-18 / HDW / Time: 37 weeks
July 2004 Overheating again demonstrated. Heat sink, fan, and AC adapter were replaced and thermal grease was applied after Best Buy technician's request for a junk out was denied. Junk out denied because Best Buy said the December 2002 repair did not count, making this the third hardware repair. Computer was shipped directly home two weeks later.
Repair #4, #3, #2: heat sink, fan,AC,grease; Miles: 2120 / Trip #19 / Time: 39 weeks
Aug 2004 I attempted to show the store manager this letter (minus the last three entries) but it was ignored. According to Best Buy's technicians, the March 2003 repair no longer counts either, making this, not the July 2004 repair, the third hardware repair. This is the third time we have had the third repair done according to Best Buy. CPU and fan were reseated and more thermal grease was applied. Technician requested junk out again because the laptop cannot be repaired (according to 1-800-GEEK-SQUAD). Junk out again denied for the same reason (four repairs have not been attempted yet). Computer was shipped directly home three weeks later.
Repair #5, #4, #3: CPU/fan reseat,grease; Miles: 2248 / Trip #20 / Time: 42 weeks
Aug 2004 Computer again taken in for same problem. Overheating demonstrated at local store. Technician at local store agrees that we are past due a replacement (writes need no lemon approval right on symptoms description sent with computer to repair center). Technician informs us that Best Buy's policy has changed; any replacement we get likely will be worth much less than what we paid for the original. This is different than we expected because, although the wording of the PSP no lemon clause has not changed since 1999, the first two replacement computers both were worth slightly more at their times of purchase than the computer being replaced was worth at its time of purchase (and we paid the difference ourselves). We likely would not have repurchased the PSP had we known of the policy change.
Repair #6, #5, #4; Miles: 2376 / Trip #21 / Time: 44 weeks
Sept 2004 This trip hasn't been made yet. My computer's been in for repairs for three weeks so far and I haven't heard anything yet.
Miles: 2504 / Trip #22 / Time: At least 47 weeks
Explanation of Claims Against Best Buy
1. Productivity time lost as a direct result of repairs
During the 61 months that I've owned a computer from Best Buy, I have been without it due to repair or replacement for 11 months or about 18% of that time. Of the remaining 50 months, my computers were working in the condition they were warranted to work only about 19 months, or 31% of the time I have owned themand only 1 month of that time has been accrued since turning in the first computer.
2. Mileage and productivity lost during travel
Because we live 64 miles away from Best Buy, each trip to Best Buy and back is 128 miles, excluding side trips made for meals etc. (A few trips were made from college and were only 24 miles round trip.) In addition, each trip took enough time out of the day that we have lost about 18 days of productivity from jobs, etc. If we were reimbursed the IRS rate for mileage, we would be owed 37 cents x (2376 miles 128 miles for initial purchase) or $879.12; if we were reimbursed for lost productivity due to taking time off from jobs for trips to Best Buy we would be owed about $2160 (this figure is only for the two hours driving plus half an hour at Best Buy, not for the full day; this figure is $6912 if 8-hour days are used).
3. Other productivity lost
In addition to travel time, it was necessary to reinstall software and personal files numerous times because the computer was returned to us five out of nine times with the hard drive wiped clean. The first time this occurred, we were not verbally told this would happen (the only warning was in fine print on the service receipt handed to us after we turned over the computer) so no backup was made prior to shipping the computer in for repair. After that a backup was made prior to turning over the computer (2 hours / backup). Reinstalling all software and personal files typically took 12 hours. 4 x 14 hours + 12 hours = 68 hours; 68 x $10 = $680. In addition, at least fifty hours were spent speaking with tech support either on the telephone or online and/or downloading and installing software solutions in an attempt to remedy the problems myself (this time is not included below).
4. Value of computer
This loss in productivity and time is in addition to the $2891 value of the second Presario 1500T computer (including taxes but not counting the $220 service plan plus taxes). The proposed solution by Best Buy likely will not exceed $1250 in current value (as this is the current value of a new equivalent computer.
5. Poor attempts to remedy the situation
Some of this headache could have been avoided as the July 2002 and January 2003 trips were completely unnecessary. Some of this also could have been avoided as heat spreader/heat sink, fan, AC adaptor, and thermal grease repairs/replacements each were performed multiple timesand those repairs didn't work at any point.
6. Possible deception by Best Buy
At the August 2004 request for a repair, I was informed that one of the hardware repairs, the March 2003 one, no longer counted as a hardware repair because, according to Best Buy's records, only a software restore was done at that time. This runs counter to Compaq's verbal assurance that a heat spreader replacement was done and Best Buy #036 service center's assurance of a hardware repair. This event is similar to an earlier one, in July 2004, when the December 2002 repair suddenly was declared a software restore as well. Had these two repairs not suddenly been called software repairs, we would be qualified for a third no lemon replacement.
Total Costs
Computer $2891
Service Plan $235
Mileage $879
Productivity Loss $2840
Total $6845
Possible Solution -$1250
NET LOSS $5595 for computers that have only worked 31% of the time.
Jared
Carrollton, Missouri
U.S.A.
Click here to read other Rip Off Reports on Best Buy
Computer Service Record Store #036 at Independence, MO
Computer #1 Compaq Presario 1685: 4 repairs, 1152 miles, 22.5 hours, 2 hard disk wipes
Aug 1999 Original computer, a Compaq Presario 1685, is purchased with a 3-year PSP.
Initial purchase; Miles: 128 / Trip #1
Sept? 1999 Presario 1685 taken in for repair due to problem communicating with printer. Repair was completed correctly and computer was picked up a month later with hard drive wiped clean. Unfortunately I was unaware this would occur (the only warning, I found later, was in fine print on the service receipt I was handed after turning over the Presario 1685) and lost all my files.
Repair #1: LPT Port; Miles: 384 / Trips #2-3 / HDW / Time lost: 4 weeks
Feb? 2000 Presario 1685 taken in due to floppy drive failure. Repair was completed correctly and computer was picked up three weeks later with hard drive wiped clean.
Repair #2: Floppy Drive; Miles: 640 / Trips #4-5 / HDW / Time: 7 weeks
Nov? 2000 Presario 1685 taken in due to another failure (I think some of the keyboard keys failed). Repair was completed correctly and computer was picked up three weeks later.
Repair #3: Keyboard; Miles: 896 / Trips #6-7 / Time: 10 weeks
June 2002 Presario 1685 taken in due to complete screen failure. Repair was completed correctly three weeks later. Because this was the fourth repair, computer was called a lemon and replaced with a Presario 1500T. Old computer left with Best Buy.
Repair #4: LCD; Miles: 1152 / Trips #8-9 / Time: 13 weeks
Computer #2 Compaq Presario 1500T: DOA, 128 miles, 2.5 hours
July 2002 We were called and told the Presario 1500T arrived; we tried to pick it up. However, the computer was DOA and we did not leave the store with it. A third computer was ordered, another Presario 1500T.
Replacement #1; DOA; Miles: 1280 / Trip #10
Computer #3 Compaq Presario 1500T: 6 repairs, 1224 miles, 30 hours, 3 hard disk wipes
(Please note: under Repair #, the 1st number is the number of times the computer has had hardware repairs according to Best Buy #036 until July 2004, the 2nd is the number of hardware repairs done according to Best Buy #036 until August 2004, and the 3rd is the number of repairs done according to Best Buy #036 currently.)
Aug 2002 The Presario 1500T arrived and we picked it up. Another PSP was purchased.
Replacement #2; Miles: 1408 / Trip #11 / Time: 21 weeks
Dec 2002 Presario 1500T taken in due to overheating / shutdown after less than one hour of use on AC power. Overheating was demonstrated to technicians at store #036. Computer was not picked up until ten weeks later because either Best Buy or Compaq misplaced it for a while. Best Buy's technicians said a repair was needed and forwarded it to Compaq; Compaq said that no repair was needed so it was returned with only a software restore and thermal grease applied to the CPU (although I was told on the phone by Compaq's national phone center that Compaq did do a hardware repair of some sort; I can't remember the details). Counted as a hardware repair until July 2004. New AC adapter was provided; hard drive was wiped clean.
Repair #1, #0, #0: AC,grease; Miles: 1664 / Trips #12-13 / HDW / Time: 31 weeks
Jan 2003 I was called by Best Buy and told that the computer had arrived after repairs. I went to Best Buy whereupon I was informed the computer had not arrived yet.
Miles: 1688 / Trip #14
Mar 2003 Presario 1500T taken in for same problem one week after it was returned. Shutdown due to overheating demonstrated to technicians. I requested it go directly to Compaq to avoid possible misplacement again. It was returned again three weeks later. According to Compaq's repair center and Best Buy at the time, the heat spreader was replaced and thermal grease was applied; according to Best Buy now, a software restore was all that was done. Hard drive was wiped clean.
Repair #2, #1, #0: heat spreader,grease; Miles: 1736 / Trips #15-16 / HDW / Time: 34 weeks
May 2003 Overheating again demonstrated to technicians at local store. Heat spreader was replaced (according to Compaq's repair center) or heat sink was replaced (according to Best Buy's records) and thermal grease was applied; computer was picked up three weeks later. Hard drive was wiped clean. I attempted to contact the Compaq repair center's technicians while they had it to inform them that replacement of the heat spreader had not worked the first time.
Repair #3, #2, #1: heat spreader?; Miles: 1992 / Trips #17-18 / HDW / Time: 37 weeks
July 2004 Overheating again demonstrated. Heat sink, fan, and AC adapter were replaced and thermal grease was applied after Best Buy technician's request for a junk out was denied. Junk out denied because Best Buy said the December 2002 repair did not count, making this the third hardware repair. Computer was shipped directly home two weeks later.
Repair #4, #3, #2: heat sink, fan,AC,grease; Miles: 2120 / Trip #19 / Time: 39 weeks
Aug 2004 I attempted to show the store manager this letter (minus the last three entries) but it was ignored. According to Best Buy's technicians, the March 2003 repair no longer counts either, making this, not the July 2004 repair, the third hardware repair. This is the third time we have had the third repair done according to Best Buy. CPU and fan were reseated and more thermal grease was applied. Technician requested junk out again because the laptop cannot be repaired (according to 1-800-GEEK-SQUAD). Junk out again denied for the same reason (four repairs have not been attempted yet). Computer was shipped directly home three weeks later.
Repair #5, #4, #3: CPU/fan reseat,grease; Miles: 2248 / Trip #20 / Time: 42 weeks
Aug 2004 Computer again taken in for same problem. Overheating demonstrated at local store. Technician at local store agrees that we are past due a replacement (writes need no lemon approval right on symptoms description sent with computer to repair center). Technician informs us that Best Buy's policy has changed; any replacement we get likely will be worth much less than what we paid for the original. This is different than we expected because, although the wording of the PSP no lemon clause has not changed since 1999, the first two replacement computers both were worth slightly more at their times of purchase than the computer being replaced was worth at its time of purchase (and we paid the difference ourselves). We likely would not have repurchased the PSP had we known of the policy change.
Repair #6, #5, #4; Miles: 2376 / Trip #21 / Time: 44 weeks
Sept 2004 This trip hasn't been made yet. My computer's been in for repairs for three weeks so far and I haven't heard anything yet.
Miles: 2504 / Trip #22 / Time: At least 47 weeks
Explanation of Claims Against Best Buy
1. Productivity time lost as a direct result of repairs
During the 61 months that I've owned a computer from Best Buy, I have been without it due to repair or replacement for 11 months or about 18% of that time. Of the remaining 50 months, my computers were working in the condition they were warranted to work only about 19 months, or 31% of the time I have owned themand only 1 month of that time has been accrued since turning in the first computer.
2. Mileage and productivity lost during travel
Because we live 64 miles away from Best Buy, each trip to Best Buy and back is 128 miles, excluding side trips made for meals etc. (A few trips were made from college and were only 24 miles round trip.) In addition, each trip took enough time out of the day that we have lost about 18 days of productivity from jobs, etc. If we were reimbursed the IRS rate for mileage, we would be owed 37 cents x (2376 miles 128 miles for initial purchase) or $879.12; if we were reimbursed for lost productivity due to taking time off from jobs for trips to Best Buy we would be owed about $2160 (this figure is only for the two hours driving plus half an hour at Best Buy, not for the full day; this figure is $6912 if 8-hour days are used).
3. Other productivity lost
In addition to travel time, it was necessary to reinstall software and personal files numerous times because the computer was returned to us five out of nine times with the hard drive wiped clean. The first time this occurred, we were not verbally told this would happen (the only warning was in fine print on the service receipt handed to us after we turned over the computer) so no backup was made prior to shipping the computer in for repair. After that a backup was made prior to turning over the computer (2 hours / backup). Reinstalling all software and personal files typically took 12 hours. 4 x 14 hours + 12 hours = 68 hours; 68 x $10 = $680. In addition, at least fifty hours were spent speaking with tech support either on the telephone or online and/or downloading and installing software solutions in an attempt to remedy the problems myself (this time is not included below).
4. Value of computer
This loss in productivity and time is in addition to the $2891 value of the second Presario 1500T computer (including taxes but not counting the $220 service plan plus taxes). The proposed solution by Best Buy likely will not exceed $1250 in current value (as this is the current value of a new equivalent computer.
5. Poor attempts to remedy the situation
Some of this headache could have been avoided as the July 2002 and January 2003 trips were completely unnecessary. Some of this also could have been avoided as heat spreader/heat sink, fan, AC adaptor, and thermal grease repairs/replacements each were performed multiple timesand those repairs didn't work at any point.
6. Possible deception by Best Buy
At the August 2004 request for a repair, I was informed that one of the hardware repairs, the March 2003 one, no longer counted as a hardware repair because, according to Best Buy's records, only a software restore was done at that time. This runs counter to Compaq's verbal assurance that a heat spreader replacement was done and Best Buy #036 service center's assurance of a hardware repair. This event is similar to an earlier one, in July 2004, when the December 2002 repair suddenly was declared a software restore as well. Had these two repairs not suddenly been called software repairs, we would be qualified for a third no lemon replacement.
Total Costs
Computer $2891
Service Plan $235
Mileage $879
Productivity Loss $2840
Total $6845
Possible Solution -$1250
NET LOSS $5595 for computers that have only worked 31% of the time.
Jared
Carrollton, Missouri
U.S.A.
Click here to read other Rip Off Reports on Best Buy
