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  • Report:  #179905

Complaint Review: Best Buy - Mays Landing New Jersey

Reported By:
- Cape May Court House, New Jersey,
Submitted:
Updated:

Best Buy
100 Consumer Sq Mays Landing, 08330 New Jersey, U.S.A.
Phone:
888-Best-Buy
Web:
N/A
Tell us has your experience with this business or person been good? What's this?
The following detail relates to ongoing problems I am having getting my laptop computer repaired by Best Buy Store #581 in Mays Landing, NJ. I purchased the computer November 3, 2003 with a 3-year Performance Service Contract (contract cost: $249.99).

In November 2005 I started having problems with the power connection to the computer. I found that the computer would just shut down if the power cord was moved the wrong way. In addition it would not charge the battery. On December 1, 2005 I took the computer to the Geek Squad service counter for repair (Repair #1) and they were going to send it away. At that time I reported the problem with the power cord along with the battery not charging (see attached service order).

When I got the computer back the power cord now worked but the computer would still not charge the battery. I returned the computer to Best Buy and they shipped it out again (Repair #2). When I came back two weeks later I was told that the reason the battery would not charge is that the battery was defective and I would need a new one. I purchased a new battery directly from the manufacturer (Battery #2). When I put that battery into the computer it also would not charge. On January 21, 2006 I took the computer back to Best Buy and was advised by the service agent to let them order another replacement battery through my service contract (Battery #3). The battery would be sent to my home.

When that battery arrived I put it into the computer and it also would not charge. On January 30, 2006 I once again took the computer back to Best Buy and they sent it away again for repair (Repair #3). At that time I explained in detail that there had been three different batteries in the unit and none of them charged. I instructed the service agent to convey this information in the service order and asked that they instruct the service center to look for a cause besides a defective battery.

The service center sent the computer back stating the problem was a defective battery. (This would be the third consecutive defective battery.) The service technician stated would have to order another Battery (Battery #4) directly from Compaq. He was confident that if it came right from the factory it would work in the unit. His confidence did not wane when I explained that I had already ordered a battery directly from the company (Battery #2) and that had not worked. Regardless, the service agent would have the battery shipped to the store and call me when they had it working in my computer. (Several different power cords/converters were used throughout this process, all with the same results.)

On Friday, February 17, 2006 the service manager Javier called me to let me know that Battery #4 arrived andsurprisingly--it also would not charge. He informed he believed the technicians might have damaged the computer during one of the previous repair visits. (This doesn't explain why the battery wouldn't charge before I took it in for repair however.) He was sending the computer out again (Repair #4) asking them to address this.

At this point I referred Javier to the service contract I had which stated: No Lemon Policy: After three service repairs have been completed on an individual product and that individual product requires a forth repair, as determined by us [Best Buy], we will replace it with a product of comparable performance, not to exceed the original purchase price.

Javier said he was aware of the policy but the replacementor junk-out as they call itwould have to be authorized by the service center so he would have to send it out a 4th time for this to happen.

On Wednesday, March 1, 2006three months after I first took it inI called to inquire my computer's status. I was informed by the service agent that the computer was still at the service center in California however he told me he received notice that they had denied a replacement request.

On Thursday, March 2, 2006 I received a call from Dennisa customer service manager--at store #581 telling me he could not understand why the repair center was denying the replacement order because the computer had clearly exceeded the requirements of the No Lemon Policy. He stated he was putting an expedited service order in requesting that they issue a replacement. He also advised me to contact Best Buy Corporate Service Center (at 1-888-Best-Buy) to express my dissatisfaction and urge them to honor their No Lemon Policy.

On Friday, March 3, 2006 I called the Corporate Service Center and spoke with a service representative who defended the company's decision by strategically misquoting the No Lemon Policy. She informed me the policy stated After three qualified service repairs have been completed on an individual product When I stated that the word qualified was no where in the policy she informed me that it certainly was and thento add insult to injuryadmonished me to read my contract and I would see it was there. When I read the contract verbatim to her she apologized but maintained that Best Buy only counts qualified repairs and since two of my four repairs were determined to be the fault of a defective battery those two repairs did not count. Consequently, my computer only had two qualified repairs to its credit.

When I asked the woman where I could find the stipulation of qualified and unqualified in their No Lemon Policy, she informed it was not in writing however it was their policy all the same. Additionally, I explained that at no time was any battery ever defective with my computer. I explained that the technicians who indicated this were wrong; at no time was the problem the battery and if she were to consult the repair orders she would see this. When I asked who at Best Buy Corporate had the authority to override this judgment the woman informed me that no one at the corporate level could override the service technician's decision. The woman then stated there was nothing more she could do except turn me over to a supervisor.

After 10 minutes on hold I was connected with Tim, a supervisor at the corporate customer service center. Tim also defended Best Buy's unwritten policy of qualified repairs statingas his charge had before himthat since two of the repairs were for defective batteries they did not count as qualified. Tim then referred me to a portion of the No Lemon Policy that stated This plan does not cover loss or damage to stored data, repairs related to installed software adding that Best Buy interpreted (he actually used that word) this to imply anything related to a non-hardware or battery-related issue. When I asked where I could find this in writing, he stated it was not in writing.

I then, as before, referred Tim to my service orders which stated that several new batteries had been used in the computer and the issue was not the battery. This seemed to bring him around. He stated he would personally handle this issue and pursue another request to issue a junk-out order. He stated he was emailing the technician and would contact me personally to let me know the results of his efforts.

On Tuesday, March 7, 2006 I received a telephone call from Dennis the customer service manager at the Mays Landing store who informed me he had just received an email from the service center denying the junk-out order from March 3, 2006 because two of the four repairs were not qualified. Since my computeras of this most recent triphad been at the service center and assigned to a technician for nearly 10 days I asked Dennis if they had yet repaired it and when could I hope to get it back. Dennis then informed me there was no indication that they had done anything yet and it could be 4 to 6 weeks before it would be ready.

I believe I've been more than understanding and have kept up my part of the service contract (which cost $249.99, by the way). At this point the issue does not seem to be as much with store #581 as it does the corporate customer service center and whatever company handles their product repairs. Best Buy appears plagued by abysmal internal communication, shoddy, non-responsive repair services, as well as creative, on-the-fly policy revisions and customer service procedures that are clearly far more motivated to serve the needs of a sadly dysfunctional system than that of its customers.

I'm asking that Best Buy honor their end and issue me replacement for my computer which has exceeded the number of visits stipulated by their own policy. I'm simply asking that they honor their written policyas opposed to how they choose to interpret the unwritten ones.

David

Cape May Court House, New Jersey
U.S.A.

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2 Updates & Rebuttals

Emanuel

Painesville,
Ohio,
U.S.A.
Go in the side door

#2Consumer Suggestion

Fri, April 14, 2006

I have the same problem with the "NO LEMON" policy. My situation was not with the quote but in the process as well. I purchased a Toshiba notebook and it developed multiple problems ranging from a sound card issue to multiple cooling fan repairs. When I begin to file my request to replace my computer I never knew I would be chasing my tail. The response I got from BEST BUY service center is "THERE HAS TO BE THREE OF THE SAME REPAIRS; So in other words, my sound card, or my cooling fan or my power cord/battery would need three noted service center repairs before an investigation/account review could be solved Nevertheless, all the entire repairs on my computer were "qualified" none needed more then three repairs, I really got fed up at the policy when my computer was sent out for a repair and it was in the service center longer then the seven days allowed according to policy. When I called the service center, I was told at the time that there would be an investigation review on my account as to why it has been more then seven days getting my computer repaired and shipped back to me. My computer was finally returned nine days later, very well cleaned but still in need of a power cord. So once again, I was on the phone calling 1-800 best buy, I was tolled that I would be sent a replacement power cord. A month later, I received the power cord but it belongs to the wrong computer. I returned the power cord and was told by the care center rep that the right power cord would be sent out. Two weeks passed and I contacted Toshiba directly and was told by there reps that the power cord was on back order for a month. So there I was without a power cord for almost 2 months. Finally fed up I was able to make contact with the Head manager over the local best buy in my area and explain to him my situation and said I spend large amount of money at best buy{wink}. In less then 24 hrs I get a call from the local best buy saying a power cord was waiting for me to come pick up. Therefore, as you can see, I feel BestBuy really do need to be more clear about there no lemon policy and should just honor the original wording. If the Company is going to have a Customer Care center in place, then they should have a well understanding of the standard policy and not have two versions. #1 the one the buyer pays for and #2 the one that 1800BESTBUY manifests. So to all that read this warning: The No lemon policy sounds good but make sure you think about it before you buy the policy, and do your homework .


Kristy

Beverly Hills,
California,
U.S.A.
how to solve this issues

#3UPDATE Employee

Thu, March 09, 2006

I've seen this situation dozens of times..basically the service center doesn't want to take a $2000 hit for new laptop.. the service plan basically says after 3 qualified repairs, if a unit needs a 4th repair we will replace it - at our descressions.... (i don't have the exact text in front of me) so the service center says a "real repair" is not a unit "cleaning" replacing an ac adapter or power supply.. or a "no fault found" (meaning you leave it in..we don't find anything wrong with it.. you send it back in and we find the problem - that equals 1 issue not 2) I totally agree it sucks, months without use of a laptop (or even a few days is unacceptable) and customer inconvience doesn't seem to matter What to do about this situation step #1 you should try to convince the PCHO area manager.. that you really love best buy, your brother spent $10,000 last year on a home theater system.. your doing a remodel of your home and will need to get a new wash/dryer & TV in the next 2-3months.. and would really love to continue the business relationship with him.. perhaps you might be willing to write a letter to the BBY CEO on how helpful the specific store is.. if they simply give you a new laptop ... take the old one as store stock send it in for repair and eventually get it fixed and resell it as open box (although the store is NOT required to do this, managers are given some discression and our store has done this for customers.. so don't tell me it's not done) if the answer is yes "as an exception" the manager is a nice person.. but constranted by stupid corporate policy.. if the answer is "no" his monthly bonus check is more important then you are.. if PCHO area manager says no.. then talk to the General Manager (always hit the PCHO manager first.. some store GM's are jerks.. going higher on the foodchain first does not always give results desired) step # 2 (if this fails above) call 612-291-1000 ask to speak with the excutive resolutions dept.. and explain everything.. ask for them to review the junkout request.. and your the last hope before filing an issue with the BBB step #3 (after 10days from #2 above) contact the BBB office in richfield MN (NOT your local one) file a complaint Best Buy has been a BBB member since 1970.. last year there membership was "under review" because of political pressure - ok customer complaints./media attention. so they had to write an even bigger check $$$ to them & promise to improve.. Best buy is required to work with the BBB resolutions team as part of there membership.. step #4 - if all else fails seek legal council possible class action.. Best Buy is a huge company with around 800 stores there are Bad stores /managers as well as good one's .. also indivual good people.. who are constrained by bad corporate policy.. who's "hands are tied" if you have a problem - don't yell at the Geek Agent - ALWAYS ask to speak to a manager.. In my opinion Best Buy, needs to get more 'customer friendly" on service plans, repairs.. even if it means raising Service plan prices another 5%-10% people want to avoid hassles, they want loaners etc. corporate has also cut labor significantly since Dec 2005 this is why you never have enough people to help you.. part time employees working 40+ hrs no benefits etc. they have taken a short term view for quick profitablity -vs- longer term customer relationships.. Hopefully this website helps somebody at corporate realize this.

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