Emanuel
Painesville,#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,#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.