- Report: #389528
Complaint Review: Best Buy - Iselin New Jersey
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Best Buy
675 US Highway 1 South Iselin, 08830 New Jersey, U.S.A.
Phone:
732-596-1220
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Best Buy From day one my laptop was having problems. Was told not their problem, Dell said the same. Iselin New Jersey
*UPDATE EX-employee responds: In regards to your complaint
*UPDATE EX-employee responds: Possbile reason for your problem
*UPDATE EX-employee responds: Possbile reason for your problem
*UPDATE EX-employee responds: Possbile reason for your problem
*UPDATE EX-employee responds: Possbile reason for your problem
I purchased a Dell laptop on October 18, 2008 at the Best Buy store. It was bought with a wireless router and printer as well geek squad set up at my home. The salesman that sold it to me, made the appointment for everything to be hooked up at my home for October 24, 2008 in which I left everything in the boxes for the geek squad agent. The next day after set up, I kept getting a message indication, that there is a software/file compatability issue.
I called Best Buy and they claimed it probably was updating still and not to worry. Well after it happened again, I called them the morning of November 6, 2008 and spoke to a gentleman at the geek squad desk, who said to bring it in so they could look it over. I called later that afternoon and was told they are still running test on the laptop, but it seemed at that time the built in camera software/setup is the problem.
The next day I called and asked to speak with the manager. The female who claimed she was the manager was not only rude, but refused to give me her name or a employee ID number and very nasty said it is not covered under warranty and I would have to call Dell ( Dell played the same game when I called, saying it is not there problem).She went on complaining to me how she is the only one there and that if I want my laptop back in working order, I would have to pay about $180 to have it fixed. After picking up my laptop they, the geek sqaud, instead of fixing it, created more problems.
Don't take it lying down!
Port Reading, New Jersey
U.S.A.
I called Best Buy and they claimed it probably was updating still and not to worry. Well after it happened again, I called them the morning of November 6, 2008 and spoke to a gentleman at the geek squad desk, who said to bring it in so they could look it over. I called later that afternoon and was told they are still running test on the laptop, but it seemed at that time the built in camera software/setup is the problem.
The next day I called and asked to speak with the manager. The female who claimed she was the manager was not only rude, but refused to give me her name or a employee ID number and very nasty said it is not covered under warranty and I would have to call Dell ( Dell played the same game when I called, saying it is not there problem).She went on complaining to me how she is the only one there and that if I want my laptop back in working order, I would have to pay about $180 to have it fixed. After picking up my laptop they, the geek sqaud, instead of fixing it, created more problems.
Don't take it lying down!
Port Reading, New Jersey
U.S.A.
5 Updates & Rebuttals
Michael
La Mesa,California,
U.S.A.
In regards to your complaint
#2UPDATE EX-employee responds
Mon, November 10, 2008
I previously worked for BestBuy as a geeksquad member and at the time (Only a few months ago) Dell was shipping out laptops loaded with vista. The problem was that the laptops had been made to work under xp and therefore some of the components (Webcam included) did not, and never would work. So before you blame the middle man, I believe you should take action against Dell. They are the one who made the laptop, so they are at fault. What you are doing is comparable to blaming your lightbulb when the power goes out.
Kevin
Woodbridge,Virginia,
U.S.A.
Possbile reason for your problem
#3UPDATE EX-employee responds
Mon, November 10, 2008
Having worked for Geek Squad for nearly 2 1/2 years I've seen this problem before. I must ask a questions though... Did you purchase a service plan? -From Dell? -From WorstBuy? Because.. HERES HOW BEST BUY GETS OUT OF WARRANTY WORK FOR THE 1st YEAR: -If you didnt purchase a BestBuy service plan, they feel that it is the manufacturer's (DELL's) responsibility to perform warranty work. (Your computer comes with a 1 year manuf warranty from DELL). -The Best Buy warranty (and also possibly Dells warranty) does not support software corruption (ie, corrupted operating system errors, viruses). These warranties typically only cover hardware failure (ie, bad hDD, dead screen, etc). HOWEVER, if the software corruption (those error messages you are receiving) were caused by hardware (possibly the webcam).. then it is Best Buy's responsibility to return/exchange the producy within the 14 day return period. If I were you, I would first contact 1-888-BEST BUY (this is the corporate support number). Usually those guys can get it taken care of. I have no idea why they didn't offer an exchange to you the same day they couldn't find out what was wrong with it. The funny thing is.. now it has turned you off from Best Buy, and you probably want to return your computer as well as your Geek Squad services, but you will likely run into these two problems... 1. The 14day return period has already expired. 2. The GeekSquad services have already been rendered. I offer you my support in this matter and am willing to answer any questions regarding WorstBuy. I wish you the best of luck with your matter, and you are not the only one.
Kevin
Woodbridge,Virginia,
U.S.A.
Possbile reason for your problem
#4UPDATE EX-employee responds
Mon, November 10, 2008
Having worked for Geek Squad for nearly 2 1/2 years I've seen this problem before. I must ask a questions though... Did you purchase a service plan? -From Dell? -From WorstBuy? Because.. HERES HOW BEST BUY GETS OUT OF WARRANTY WORK FOR THE 1st YEAR: -If you didnt purchase a BestBuy service plan, they feel that it is the manufacturer's (DELL's) responsibility to perform warranty work. (Your computer comes with a 1 year manuf warranty from DELL). -The Best Buy warranty (and also possibly Dells warranty) does not support software corruption (ie, corrupted operating system errors, viruses). These warranties typically only cover hardware failure (ie, bad hDD, dead screen, etc). HOWEVER, if the software corruption (those error messages you are receiving) were caused by hardware (possibly the webcam).. then it is Best Buy's responsibility to return/exchange the producy within the 14 day return period. If I were you, I would first contact 1-888-BEST BUY (this is the corporate support number). Usually those guys can get it taken care of. I have no idea why they didn't offer an exchange to you the same day they couldn't find out what was wrong with it. The funny thing is.. now it has turned you off from Best Buy, and you probably want to return your computer as well as your Geek Squad services, but you will likely run into these two problems... 1. The 14day return period has already expired. 2. The GeekSquad services have already been rendered. I offer you my support in this matter and am willing to answer any questions regarding WorstBuy. I wish you the best of luck with your matter, and you are not the only one.
Kevin
Woodbridge,Virginia,
U.S.A.
Possbile reason for your problem
#5UPDATE EX-employee responds
Mon, November 10, 2008
Having worked for Geek Squad for nearly 2 1/2 years I've seen this problem before. I must ask a questions though... Did you purchase a service plan? -From Dell? -From WorstBuy? Because.. HERES HOW BEST BUY GETS OUT OF WARRANTY WORK FOR THE 1st YEAR: -If you didnt purchase a BestBuy service plan, they feel that it is the manufacturer's (DELL's) responsibility to perform warranty work. (Your computer comes with a 1 year manuf warranty from DELL). -The Best Buy warranty (and also possibly Dells warranty) does not support software corruption (ie, corrupted operating system errors, viruses). These warranties typically only cover hardware failure (ie, bad hDD, dead screen, etc). HOWEVER, if the software corruption (those error messages you are receiving) were caused by hardware (possibly the webcam).. then it is Best Buy's responsibility to return/exchange the producy within the 14 day return period. If I were you, I would first contact 1-888-BEST BUY (this is the corporate support number). Usually those guys can get it taken care of. I have no idea why they didn't offer an exchange to you the same day they couldn't find out what was wrong with it. The funny thing is.. now it has turned you off from Best Buy, and you probably want to return your computer as well as your Geek Squad services, but you will likely run into these two problems... 1. The 14day return period has already expired. 2. The GeekSquad services have already been rendered. I offer you my support in this matter and am willing to answer any questions regarding WorstBuy. I wish you the best of luck with your matter, and you are not the only one.
Kevin
Woodbridge,Virginia,
U.S.A.
Possbile reason for your problem
#6UPDATE EX-employee responds
Mon, November 10, 2008
Having worked for Geek Squad for nearly 2 1/2 years I've seen this problem before. I must ask a questions though... Did you purchase a service plan? -From Dell? -From WorstBuy? Because.. HERES HOW BEST BUY GETS OUT OF WARRANTY WORK FOR THE 1st YEAR: -If you didnt purchase a BestBuy service plan, they feel that it is the manufacturer's (DELL's) responsibility to perform warranty work. (Your computer comes with a 1 year manuf warranty from DELL). -The Best Buy warranty (and also possibly Dells warranty) does not support software corruption (ie, corrupted operating system errors, viruses). These warranties typically only cover hardware failure (ie, bad hDD, dead screen, etc). HOWEVER, if the software corruption (those error messages you are receiving) were caused by hardware (possibly the webcam).. then it is Best Buy's responsibility to return/exchange the producy within the 14 day return period. If I were you, I would first contact 1-888-BEST BUY (this is the corporate support number). Usually those guys can get it taken care of. I have no idea why they didn't offer an exchange to you the same day they couldn't find out what was wrong with it. The funny thing is.. now it has turned you off from Best Buy, and you probably want to return your computer as well as your Geek Squad services, but you will likely run into these two problems... 1. The 14day return period has already expired. 2. The GeekSquad services have already been rendered. I offer you my support in this matter and am willing to answer any questions regarding WorstBuy. I wish you the best of luck with your matter, and you are not the only one.
