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Best Buy - Laptops

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Mike of Aloha OR (09/02/08)
I have never been so mistreated by a retailer in my life. I found a laptop computer on sale at a competing retailer. Since Best Buy is 40 miles closer I decided it would be better to only travel 30 miles from a neighboring town in stead of 70 mile to the competitor. I called Best Buy in advance to find out their price policy on competitiors ads. The woman in the computer department who answered my call said there was no problem and that they match all competitiors ads.

When I showed up at the store, the only woman working in the department scoffed at me with a smirk and claimed that their lap would cost me $200 more than than the competitiors ad. When I explained what I was told over the phone, she said there was not way they would sell that unit for $200 less. I was then told that if I did not leave the store I would be hauled off by the police. I requested the contact information of the regional manager and before I knew it the police were there escorting out of the store before the other customers as if I was a criminal that had stole merchandise. The police told me that they get similar calls on a regular basis and that they would not shop at Best Buy for their customer service.

Keith of Hudson IL (08/12/08)
December 15,2006 I bought a Gateway Laptop, Model # MX6439 at the Best Buy in Bloomington,Illinois. This was a Christmas present for my Daughter. She used it only a few months, and it started not charging or powering up. Took it into the GeekSquad, and they took it for repair.We got it back about a month later, they supposedly replaced the Motherboard. A few weeks went by, and the same thing went wrong, no charge no power. Took it in again, same thing a month in service, and the same thing was wrong after a few weeks. Only, now my Manufacturer Warranty has expired, did not purchase an Extended Warranty.

My Daughter took it back in, they just brushed her aside. I contacted them and was told since it was out of Warranty they did not have to do anything. I contacted Gateway, thinking that being a Manufacturers Warranty, they did the repair. We were under the impression that they did send it to Gateway, they told my Daughter several times that they were waiting for Gateway to contact them, when it was in for service.

When I contacted Gateway, they said they new nothing of the repairs, they did not do the repairs and the only record they showed was, parts ordered by Best Buy ( The Motherboards) When I contacted the Best Buy store, I was told that that they were an Authorized service center for Gateway. When I spoke to Gateway, they said that had they had worked on the computer, and replaced a major part twice ( as Best Buy supposedly did or didn't) they would replace the Laptop.

Now my Daughter has started college without her Laptop.

Jorge of Boston MA (08/11/08)
We bought a Dell laptop and the sell representative told us that Best buy/Geek squad could install a antivirus software that does not need a yearly subscription and would protect our computer with a perpetual license for the price of $ 129. We paid our computer plus the antivirus, the installation was to be 1 hr. Meanwhile we found out that the software they were installing was only good for a year. Before we pick up our computer from the store we went and complained.

They acknowledged the mistake and explained that was made because their sell representative was new to his job. But even they were really sorry, they told us the geek squad service ($89) was not refundable, and that we still are chargeable for a 15% re-stocking fee for the antivirus software. That's totally wrong. How can they admit is their fault and still don't do anything to corrected? We insisted for a while but then we got tired and left with out any refund for their mistake. Is there anything we should have done different?

Stacey of Manchester NH (06/16/08)
My Employer bought a laptop while in Orlando Florida. He initially wanted to purchase an Apple Laptop and went to Best Buy with this intention. For reasons unclear to me they told him that the Apple was not a good choice. Keep in mind he has little to no computer knowledge. He trusted them and they told him the best choice would be the toshiba Satelite. He bought it and once he got home began to try and set it up. He had a number of problems. I am not knocking Toshiba but there are certain models that have bad components and they are well aware of this but choose to do nothing. I had the same issue with mine but lucky for me I had a different retailer and they replaced it with a different model.

So he makes the first of many calls and gets the runaround. He tried to return it on day 3 while back in NH and was told it had to be returned to the location. After a day of calling Customer Support he was told that he could in fact return it to any location. So he brings it in and this time they tell him they will take it inf or repair and either fix or replace it. He thinks at this point the problem is solved. But over a week later when he gets the Repaired laptop it has the same issues (Slow,DVD Drive does not read, Freezing, ect) only now there are a few more issues.

He calls again and was told to return yet again with it. Once there he is told to speak to a supervisor who then informs him he is now over the return date and there is nothing they can do. He argues to no avail and gives up. He tried for weeks but they would do nothing. Finally he made one last attempt a couple weeks ago. He decided he had to buy a laptop regardless and he was going with his original choice which was an Apple. He asked Best Buy if they would be willing to credit towards his purchase and they declined. He then sent the computer to me to see if I could do something with it and so far no luck. I am sending it back to Toshiba and hope this does not repeat with them.

We have filed a complaint with the BBB because of the decption factor. I think they deliberately held the laptop so it would go past the return date and I will never step foot in another store again. Our company has changed Vendors and we no longer buy anything form them. I hope this warns others about the practices of this store and what will happen if your product ends up being a lemon.

Costs are over $2000 (Laptop,Software,Shipping) Not incuding time spent going back and forth plus time on phone. They even attempted to charge for first service when the laptop was less than a week old. Overall just very disappointing. I would never treat a Customer or vendor in this manner. We have been very patient and civil.

Deb of Syracuse NY (06/15/08)
I bought a Dell laptop at the Erie Blvd store in Syracuse that was faulty two days after purchase. The manager was rude and unhelpful though I have been a loyal customer and spent a lot of money there. When I called the corporate care center the personnel where extremely unprofessional and arrogant. I will not spend any more money with these people. With their nasty attitudes it's only a matter of time before this company goes the way of CompUSA.

Though I have a service plan I will hire a guy that I know and trust to repair the computer. I don't want anything more to do with Best Buy. They are the worst.

Tracy of Oakland CA (06/04/08)
I was treated unfairly and disrespectfully agt a best buy branch on Mandelay Parkway in Emeryville by the manager and the two other store employees. I felt my saftely threatened when the man came out to tell me get back over the line when they refused to help me on the three year warranty on my laptop.

I had to go directly to circuit city costing me more gas and time to get service and treated with dignity and respect.

Dwarak of Harrisburg PA (04/27/08)
Recently I went to BestBuy to purhcase a SONY Vaio latop. After looking up the model and its price online, I figured I could go to the store and buy it. This piece was suggested by my friends who bought the laptop the same day for 350$. When I swang by the laptop section and asked one of the reps to show me a piece and that I was interested in it, he asked me to wait at the customer service center; puzzled as to why is he asking me to wait at the customer service center and not handing me the laptop, I followed him to CS center. They made me wait for about 15 minutes while the rep and few other BB reps were having a conversation. Finally he had brought me a piece and when he rang it, the product showed up as 599.99$.

Once again puzzled I asked the rep that one of my friends had bought it for 350$ just an hour back. The rep told me You will have to talk to my manager about that, I figured there was something fishy here. I believe store managers are supposed to be courteous and address the buyers questions in a honest and well mannered way. But to be very frank, his mannerism was nothing close to it. Being very disappointed (not for the price but his attitude), I left the store thinking of the way I was humiliated in a store that had a good reputation among many.

Later that day I called my friends to ask about their experience at BB when they went to purchase the same product, couple of them got it for the same price 350$ and when when my colleagues dropped in with my friend who had already purchased one, it was the same manager who said SORRY, we are not going to sell you this product, as you are accompanying a person who already bought this product.... It may be the second piece for him..... Its just one per head.....

Finally after a bitter arguement with the manager they had to leave the store without the buy. If I knew all this before going to the store I wouldnt have wasted my time and embarrased myself. I think BB at this location needs a revamp of their CS and educate their reps how to treat and talk to a customer. I am not saying they should treat you like RICHE RICH but atleast humanly by being a little polite and courteous. Hope I am not being too unrealistic in my ask.

THINGS I'M STILL PUZZLED ABOUT 1. Why was I asked to wait at CS Centet instead of handing me the piece at the laptop section? 2. What could have been the conversation with the reps while I was waiting at the CS center? 3. All 3 of us having a bad experience are Asians, is this Racism? I have not experienced this in another BB. 4. Are reps in BB given training and are they certified in customer service? 5. Can the price of products change every hour at stores?

Jasmine of Stevenson Ranch CA (02/26/08)
I bought a Toshiba laptop at Best Buy, and I found some problems with it. It freezes randomly and the keyboard delays when I try to type something. So I took it to the Best Buy to exchange it with other laptop. But after the guy at the return/exchange examined my laptop, he refused to exchange it for free. Reason was because I had two Korean softwares installed on my laptop, and he suspected those were causing freezes and delays. I kindly explained that those were Windows Vista compatible softwares and had nothing to do with the appearance of the characters. But he firmly repeated that's the reason. I have five different laptops at home, and they show no problem at all with many Korean softwares installed.

I was seriously insulted and offended by his racial remark.

Douglas of Haverhill MA (02/19/08)
I have an HP dv6308nr laptop that has had to be brought back to Best Buy store # 418 for at least four repairs. The first repair was for a broken power input. That was fixed by the Geek Squad. When I got the laptop back, it made a buzzing noise where there was a wire brushing up against the cooling fan. Then two days later, the hard drive failed. The laptop was out for service for more than two months. I finally get it back, reinstalled Ubuntu Linux, then the DVD-RW drive fails on it. I sent it back to be worked on. Someone at Best Buy told me that they would provide a replacement if HP deemed it was appropriate to do so. Instead they reseated the DVD-RW drive, and the laptop worked for three more weeks until the motherboard failed. This laptop is a LEMON! I don't even think I can trust this machine for something as basic as online chatting. I want Best Buy or HP to provide me with a tested, certified replacement notebook PC that meets or exceeds the current configuration of this unreliable laptop. All these issues happened within a 60-day window. What are my rights as a consumer? What's the best course of action?

I have burned up more than $50 worth of gas driving to and from the Best Buy Store 419 in order to bring the laptop for service. I've lost hours of professional time (installing Ubuntu, VMWare, and other open source software) needed to do my technical support job at. Every time I'm without my Linux and VMWare environment, I cannot effectively walk a customer through a difficult support case. I've had to hire a psychotherapist to help me deal with the stress of this ordeal.

Paz of Robstown TX (02/16/08)
I have a Gateway Laptop that I bought approximately 26 months ago (11-19-05) at a Best Buy store in Corpus Christi, TX. Along with it I also bought a 3 year extended warranty. The computer has been working properly except that it developed a winding noise. In early February I took the computer to the Best Buy Customer service dept. for repairs. Approximately a week later, Best Buy called to let me know that the computer was ready. The problem was a defective cooling fan.

When I picked up the computer it turned on, but the mouse arrow does not move. Thus not being able to do anything. It's like frozen. I explained to the technician that the computer did not have that problem when I first took it in for the fan repair. He remembered that the computer was working properly. Again I left the computer.They were going to check it out. Several days later Best Buy called to pick up the computer. The Computer still has the same problem. The only way they will fix it is if I dish out $169.00.

Robin of Oakland City IN (02/03/08)
I purchased an HP Pavilion Media Center laptop the end of February, 2006. I have had it in for repairs three times--twice in January, 2008--and it still does the same thing. Blue screen 'stop error'. Have had a terrible time getting Best Buy to acknowledge that I am returning it for the same thing each and every time. I'm told the hard drive has been replaced twice (the desktop computer which I bought March, 2006 has had the hard drive replaced once already). I have no trouble finding someone to talk with about this, but nothing ever comes from these conversations; and there are some people who take it quite personally that I'm upset. I have asked them to honor my 3-year service agreement which describes my problem as having a lemon, and it should be replaced. Apparently, having this in writing doesn't mean a whole lot.

This was a bonus for us to be able to travel with the laptop since my husband 's retirement. It has been disappointing that Best Buy AND HP are not able to fix what I consider to be their shortcomings.

Susie of Chesterfield MO (01/22/08)
Purchased an Acer notebook in August 2007 from this Best Buy. By October, I couldn't use anything on it because in the bottom right hand corner of the screen there was a message that said the Microsoft product was not genuine. I took it back to Best Buy, and the manager of the Geek Squad knew immediately what I was talking about and told me I had to call Acer and they would send me a new disk. The manager told me they would install it for me at no cost. I asked him to call Acer since they sold it to me, but he said I had to. I told him I only bought 1 Acer notebook from them and that Best Buy bought thousands. But still the manager would not call Acer. So I used the phone there at Best Buy to do it. Acer told me I had to pay for a replacement disk, even though they knew the one they sold with the notebook was either corrupt or fraudulent. I had to argue with a manager at Acer to get the disk at no cost.

When I received the disk I got the run around from Best Buy, and it took over 2 weeks to get it installed. Best Buy continues to sell Acer products even though they know they produce notebooks with fraudulent copies of Microsoft on it. Isn't this a crime? What's the difference between this and Best Buy buying it off the back of a truck? Best Buy personnel call everything a misunderstanding--which I find insulting.

Mark of Davis CA (01/09/08)
I purchased a Vaio notebook and paid roughly $2,000 with 3-yr. warranty from Bestbuy knowing full-well that it was significantly cheaper at other stores. I paid the premium to receive their outstanding warranty. In the 3rd yr. of my warranty I had an issue with the dvd drive. I submitted it for repairs; 3 weeks later it returned to the store with a crack in the screen and the dvd drive not working again. I immediately re-submitted it and another month rolls buy and it returns this time with the dvd STILL not working, a chunk of plastic missing on the monitor and the keyboard not working. Now they're holding it beyond a month and when I called the service center they said they've tried 4 different monitors -- all don't meet satisfaction and they're having difficulties locating a 5th monitor for replacement. I've already submitted it 3 times and for same things, each time it returns more messed up than when it left. Now they are trying to run out my warranty and when I called customer relations, Toni said that once the warranty ends they simply return my computer as-is.

I feel as though I am being cheated and have had this computer in for repairs for over 4 months. I am a college student and this computer is perhaps more valuable to me than to other people. I have contacted several news agencies with my problem and am awaiting response. The service manager Evan instructed me that if ever a circumstance warrants a replacement, this would be one of them; but he cannot violate the policy and gave me numbers and such to see if I cannot get them to authorize it. Toni didn't care about me and when I asked him to look at it through my eyes, he became so angry that he hung up on me. I have the specific case number and the event is documented. I never raised my voice, but I'm just so tired of being taken advantage of. I will NEVER purchase a notebook from Bestbuy again, or a warranty.

I am currently waiting for my warranty to expire so they will return my broken computer to me. They also informed me that they will NOT be crediting me any months or time that my computer has been out for repairs.

Mary of Enumclaw WA (12/17/07)
I purchased a HP Pavillion 9260 notebook in February 2007 at Best Buy. It had a HD DVD drive. I discovered this past October,10 months later, it would not play HD dvds. I hadn't played one before then. It didn't even play the one that came with it. The computer could not read the disc. At the time of purchase, I also purchased an extended warranty from Best Buy for an additional $479. I immediately took the notebook back to Best Buy. Their Geek Squad worked on the computer for a few days and couldn't figure out why it wouldn't play high definition dvds like it was designed to do. This particular notebook was billed as an Entertainment PC. I paid a good price for that technology, only to have it not work. Best Buy sent it out to their service center. They had it for 5 weeks and upon returning it to me, it still didn't work. I took it back a second time for an additional 3 weeks to their service center. They replaced the hd dvd drive and checked to make sure all the latest software updates for Quick Play were installed. The problem was still not resolved.

Best Buy said they would replace my computer with something comparable to the specs on the HP. They no longer had my particular computer, it was discontinued. A refund was totally out of the question as it was passed the 2 week return window. They offered me a Toshiba priced at $1449. That was the only choice I had. I was so sick and tired of dealing with Best Buy in my free time, I decided to take the Toshiba notebook as a replacement. They would not refund any of the difference between the original purchase price of $2250 and current purchase price of $1449. As a matter of fact, the salesgirl was extremely rude, nasty and said, "I'm charging you $800 for a restocking fee. Now, it's an even exchange." I thought that was extremely absurd and unprofessional. I have the actual receipt with that restocking fee charge. It was a fight to the death to get any satisfaction from them. I was without a computer for about 2 months, not to mention all the trips back and forth on my days off. It's a good distance from where I live.

I was extremely disappointed in the way Best Buys' management handled this situation. They acted like they were doing me a big favor. I did get a refund on what was left of the 3 year warranty. Their service plan states, that products, including those within the manufacturer's warranty period, may be replaced with a new or rebuilt comparable product that meets the manufacturer's specifications of the original product, or you will receive a reimbursement (including but not limited to a check, voucher or gift card) in an amount equal to the original product's purchase price at our discretion. At their discretion, that seems so arbitrary to me. What are the laws regarding this? Can they do this?

They also don't tell you at the time of purchase that the product you bought has to go to the service center four times for the same issue before they do a replacement. I was lucky as mine only went out twice for a period of about 2 months. I refused to let them send it back to their service center. I figured if they couldn't get it right after having it for 8 weeks, they weren't ever going to get it right! Bottom line, I will NEVER do business with Best Buy (more like WORST BUY) ever again! It truly was the worst experience I've ever had with such a purchase.

Peter of New Hyde Park NY (12/11/07)
My notebook is in for repair for the 3rd time with the same problem, and the computer is under warranty. The computer was bought and only worked for less then 3 weeks, before it started not turning on at all. I have spoken to Gateway Customer Service and asked them to look into it, and to possibly give me a new computer. They replied, "Don't know anything about the repairs, talk to Best Buy." Best buy says, "We can't swap computers talk to Gateway." I would like this problem resolved so my daughter can have her computer for school. Any help would be appreciated.

I am not able to use product for what it was intended for, it didn't work.

Brenda of Carter Lake IA (12/06/07)
I bought a Gateway MX8734 Notebook and cannot sign online, so I took it back to Best Buy and they said they fixed it all and had me purchase Geek Squad with a back up restore disc which is blank and still cannot connect online. They had me purchase programs from Geek Qquad that I had gotten free when I purchased the laptop but they removed it from the computer and I still cannot connect online. When you open the back of the laptop you can see rust and the wires that go to the wireless are not even connnected, they are all loose.

I spent $1000 and still cannot go online.

Romana of Fullerton CA (11/20/07)
My old laptop crashed and I took it into Best Buy for repair. I was contacted and told that it was not repairable, and needed to purchase a new one. After deciding to do so, they gave me a deal and applied some of the repair money I put out for my old laptop toward anti-virus for a new one. I agreed,and purchased a new HP laptop at the Fullerton Best Buy store. That night, I got home, ran AOL on my new laptop, and it crashed. I took it back the next day to swap it out, and was told they had none in stock, but instead, restored it for me. I was told that sometimes, AOL may not be compatible with Vista systems. I went home and system went down 3 more times in the next week. I took it back, they played with it a bit, and told me it was a program doing this, and that they removed the problem.

Again, I went home, and in the next couple of weeks, it failed off and on. I again went in, now 5 weeks after purchase, and am told I only had 30 days, and they refuse to replace although they admit I may have a defective system. They say the system has to go down and get restored 4 times before anything is done to replace it, even with my extended warranty and insurance package they sold me. I was again sent home with my computer last night, and told to write down the error message on the blue screen before the geek squad can send to HP.

I am unable to finish the semester of my online college course without my properly functioning computer,  spent several hours in Best Buy trying to resolve this issue, spent $1300 on a laptop that does not work and am stuck with it after only 5 weeks. I am frustrated and feel helpless, as they will not remedy the situation.

Curtis of Tomah WI (05/13/07)

I purchased a Toshiba P105-S6084 Laptop Computer along with Best Buy 3 year warranty. . The computer was used about four weeks out of the first four months, because of surgery. I noticed the corner by the left hinge had a raised area that was beginning to have small cracks. I took the computer back to the store of purchase. I was told by the Geek Squad that it would be covered by the warranty. Two weeks later I was informed that the cost of the cover would not be covered by the warranty. They claimed the warranty did not cover cosmetic damage. I refused to pay, and began battling with the store.

The store manager decided the store would cover the cost and on 1/17/07, the computer was sent back to Geek Squad City to have the cover replaced. On 1/29/07, I received the computer with a new cover. But, they never looked into what was causing it to get these stress fractures next to the left hinge. There were no signs of the same on the right side. And no other damage was caused by me. Now 3/12/07 the stress fracture began to reappear, and I returned the computer back to the store, and again it was sent in for repair.

I got it back and two days later the stress fracture began to reappear again in the same location. And again it was sent out. The unit has been in for service more days than in use since the first time it was sent in.

Hamid of Houston TX (03/19/07)

I bought a laptop on 11/08/06. 3 months later the laptop stopped turning on. I took it straight to best buy and they said they would send it in since it is warranted and it would get fixed. 5 weeks later they called me to come pick it up. When I went to pick it up they said it did not get fixed and it was not warranted. This laptop is warranted for a year, and they did nothing to help me and resolve my problem. I will not stop until I get this issue fixed.

 

    Karen of Midlothian VA (03/12/07)

I bought a gateway notebook computer. I bought the plan for if you dropped the computer) within 15 days of buying this I noticed one of the mouse buttons was broken sometimes works sometimes. I took it to Bestbuy on day 15 and was told they would give me another one. They didn't have any more like the one I bought and let me pick out another one and pay the extra. I told them at the time I didn’t have an extra $300 so I was told as long as I came back before 30 days they would still be willing to do this. I went in on day 29 and then was told they wouldn't do it. The receipt has 30 day return but the second receipt in small print says notebook computers 14 days. At no time during purchase was I told about the 14 days.

Kris of Lewisville TX (03/03/07)

In July of 2006 My VPR Matrix 9100PE computer stopped working. It had an extended warrantee still so I took it to the Geek Squad. I paid the geek squad $200 to back up the system and thought everything would be fine. After several months, I phoned the store and the service center wanting to know where my computer was. They said the parts were coming and it would be back soon. A month later, I got a call that it was ready. Immediately I noticed that half the Ram was missing. I pointed this out to the Geek squad and a manager. I noticed the computer would not run very fast.
After calling the main headquarters and the service manager there explaining to the service people here that they had put in the wrong parts -there was over $1000.00 difference in the initial cost of the computers.

Caroline of Vermilion, OH (08/14/06)
In Oct 2003, I received a laptop using the no lemon policy of the extended warranty from Best Buy. My laptop was returned in pieces after the service center stated that they would fix it. This took 3 months or more.

My replacement Toshiba laptop is in for service for the 4th time. I dropped it off 7/29/06 and received a message on my answering machine 7/29/06 that they required my permission to send the laptop out to the service center. 7/31/06 I called and granted permission.   I called 8/14/06, only to find that Dave didn't input my permission into the computer so it never was sent out!  They were waiting for my permission to send it.

I asked why I was not called back since it was sitting there for the two weeks.  What if the message had never been received?  How long were they going to just wait?
The best that can be done for me is that it will be expedited and that it could still be another two weeks.

Stephane of Westford MA (03/10/06)
Breach of repair contract, false advertising, deceptive practices. Laptop Compaq Presario purchased on 2/13/05 with 3 year service contract ( $ 249.99). Brought for repair due to defective power supply and USB port connections. First repair on 1/16/06, computer sent back 1/28/06 not repaired, actual status was worse as it would not even turn on. Brought back for repair on 1/29/06 with promised completion date of 2/13/05. Called first time on 2/15 and since then has spent 50+ calls to try to find the status of the repair. Neither the store (Best Buy Nashua, NH) or Best Buy Customer Care are willing to answer any question.

At this date 3/10/06 there is no possibility to know the status of the repair. Best Buy refuses to answer that simple question and I am at a loss. I paid 30% of the price of the computer for service and at this time I have neither service or computer. Best Buy personnel has been odious and lying to me for three weeks. When I can get somebody at the store I had such comments as: -“it was shipped to you must has been stolen” I “ do you have a tracking number?” , they “no,… that’s a good point” - they” I cannot call the service center”, I “ but it’s 5 PM”, They “ that’s right they close at 4”, I “ but it’s 2PM in San Diego your service center?” They” they do not pick up calls afternoon” - 25 five times I heard I’ll call you back\ Customer care was a disaster “Augi” the customer care manager told me that it was not best Buy's responsibility but HP and I should call HP.  I just want my laptop back and if possible a refund for the service contract.

Shawn of Metamora MI (03/07/06)
I sent my Sony Vaio laptop out for service Feb/24/2006 to have a c-mos battery and the dc jack repaired. I asked the store if I needed to do anything to the laptop before I sent it in and they told me for the service that I was having done I did not have to worry about anything.The laptop was returned on March/3/2006.

I recieved my laptop 1 week later to find that my hard drive had been completly erased and repartitoned. this is unacceptable to me. When I called them and asked if the dc jack and c-mos battery had anything to do with the hard drive,they told me no. But they now are saying to me that they had to erase and repartition the hard drive because it is a procedure that they do to pass quality assurance. I did not authorize anything to be done to my computer other than fix the c-mos battery and the dc jack.

My computer will not load some of my programs and is running worse now. I am getting error messages, factory pre installation messages and system prep tool 2.0 messages now which I have never seen before. The computer ran beautiful before I sent it in on Feb/24/2006.
I have paperwork stating the battery and dc jack was repaired but I have no documentation telling me why they had to erase my hard drive and they will not tell me why either.

Chris of Coram NY (03/03/06)
Purchased a Laptop computer from Best buy with a PSP that is suppossed to cover repairs for 3 years. This computer has been sent out for repairs 4 times and has had 2 battery replacements and an AC adapter replacement also. Best Buy is stating that I only have 2 qualifying repairs and they require 3 to replace the computer. They are being sneaky and trying to make a loophole to not replace a defective computer. The last time I sent it out was I received it back December 29th with the same exact problem that it had initially.

They stated they replaced the LCD and Mother board. I had to send it out again because it had same problem it was out for repair yet another month and they claim they blew dust out and that would fix it. Now if they replaced and fixed the computer properly why would so must dust be in it the day I received it bac?? this was there way of avoiding it from being third qualifying repair. they expect me to send it out for a fourth time and be without a computer for another month this is highly unacceptable. I expect my replacement computer not excuses on why they won't replace a computer that is obviously a lemon.

Deborah of La Quinta CA (03/01/06)
I left a notebook computer for repair at this Best Buy in Palm Desert. I was told that I had to pay them $250 up front, they would send it to HP, and I would be called and told exactly what needed to be done and if it would exceed the $250. I never received any communication from Best Buy. Three weeks later on 2/20 I began calling the store. I called at 10:05 and 10:15 and 10:20 and each time I heard a message that said the store opened at ten! Finally at 10:30 they answered the phone and transferred me to repair. I waited 20 minutes and no one answered the phone. This happened for days.

Finally, the operator said she would page them. No one answered the phone. On the last day, I called and asked to speak to a manager. Finally, a manager answered, I explained the problem, and this woman said she would contact the manager of the repair department, who was IN THE STORE. She assured me he would call me back THAT DAY. She said "within the next hour, for sure". No one called me back. And, when I tried to call no one answered the phone. SO, I finally found a corporate number and called there. I spoke with a person who told me my computer had been there and repaired for over TEN DAYS. He said he would call the store to be sure. He got back on the line with me and said NO ONE WAS ANSWERING THE PHONE!!!. He said he called LOSS PREVENTION and NO ONE WAS ANSWERING THE PHONE!!.

He told me to go in and get my laptop and he HOPED it really was DONE. then he thanked me for reporting this! That was it, and that is it for me ever buying anything from best buy. I should have known when I bought my daughter a laptop last December, and within two months two keys fell off the keyboard, and they would not honor the warrenty. Said keyboards were not covered and I had to buy a new keyboard!!! NEVER EVER EVER will I walk into a best buy store again. They ought to call it BEST SCREW JOB.

Karen of St. Charles, MO, writes:
In January 2000, I purchased a laptop computer at BestBuy. At the time of purchase, I was told that I had a 3-year factory warranty but should purchase the second warranty in case I damaged the computer in any way. I specifically asked if it was dropped, broken or the screen was damaged would it be covered. I was told yes.

In July of this year, I shut the lid of the computer and when I moved it back I leaned on the center, it popped like tupperware. The inside screen was damaged. I contacted BestBuy, and told them my problem and that I had the extended warranty. They said it was not covered. I could not believe it. It really is a design fault, and no one ever told me that this could happen.

So I had a $2000 computer not covered according to BestBuy. Rather than hassle, I called my Home Owners Insurance Policy. They wanted a repair cost sheet. That led me to taking it to Best Buy for repair cost. At that time, the customer service worker said it should be covered and he sent it in for service. I tried calling several times and could not get through.

Finally, someone said that the computer was not fixed but they were unsure about the comments, they would get back to me. My ex-husband handled the call and when asked he said he thought I dropped it in a clothes basket. Anyway, the next day I got a call that my computer was ready for pick-up. I went in to pick it up today after 2 weeks and the service representative said that I was going to be given a replacement computer, basically the computer was not worth fixing.

He gave me a credit sheet for $1699.00 for the computer. They did not have one at the store. I said whatever, and found another one by Hewlett Packard and was going to pay the $600.00 dollar difference. The store did not have it in stock, so I said I would wait, then I asked if another store had one. Bridgeton did, but I would have to take the old computer over that store and do the exchange and upgrade. BestBuy could not find the computer. The sales clerk asked someone in the back to help look.

I went to the restroom, and when I returned I was told by another service worker that the I should not of been given the credit sheet the original clerk made a mistake. That I had abused the computer by dropping it. I explained that I had not dropped it, and went through the whole deal of explanation again. She became belligerent and stated that I had dropped it in a laundry room. I stated I did not have a laundry room and I had ceramic tile in my house, there was no damage to the computer body or components, and I again said how it happened.

At that point I requested the store manager, who told me that just like if you dropped a TV, that would not be covered. I said I did not drop anything, and that the whole thing started with their lie on the extended warranty, plus originally after they said they weren't going to cover it they were the ones that said they would.

They said they would have a meeting with their employees to tell them not to tell customers that anything was covered on the extended warranty.

A friend was with me, and he bought a laptop there a few weeks ago and he was told that the extended warranty covered dropped, etc. So this practice has gone on for awhile.

Stacey of Natick MA writes (10/23/02):
On April 13, 2002 I purchased a laptop from the Best Buy store in Salem, NH. At the time I was handed a CD from MSN Internet service and was informed I had 6 months of free internet service. I discarded the CD when I got home as I was not interested in signing up with MSN. When I got my credit card statement today October 23, 2002; there was a charge from Microsoft Online Services for $21.95.

I called the number on the bill, 800-386-5550, and was told that since I did not cancel my account after the free 6 months I would now be charged for it. I wasn't even aware I had an MSN account!! The person from MSN (I didn't get her name, but she was very nice) asked me if I had purchased a computer at Best Buy in the past 6 months. I told her I had, and had been given a CD for MSN service which I had discarded. Apparently, Best Buy had sent my credit card number and other personal information to MSN and an account had been activated without my knowledge or consent. If the charge had not appeared on my bill I would not have known about this at all!

I did cancel the account, and was given a cancellation number and was told that the $21.95 charge would be reversed and my account credited. I will have to wait and see if this happens. My complaint is: how dare Best Buy hand over my personal and private information with my consent? When I was handed the MSN CD, I assumed the service was optional and had no idea that I was being signed up against my will.

"P" of Virginia Beach VA (9/23/02):
First, I have dual residences, CT and VA. My legal residence is CT. I purchased my laptop in Virginia along with an extended warranty in Feb 2002. My problem is that Best Buy did the repair (taken in 8/6/02) but took 45 days to get me the computer back. I checked with the store on 8/22/02, the computer had not come back. At this time I gave them the shipping information and they agreed to ship.

After this time, I checked several times and they did not know where my computer was. Why: I told it had been sent out for repair, other times told the computer was inhouse and they were waiting for HP to send the replacement part; each time I reminded them to ship and gave shipping information. When the repair was supposably completed, shipping was delayed initially because they didn't know to ship and then because they were waiting for UPS to send them a box. After getting past all of this, I was told several times that the computer had been mailed, that UPS had the computer, that it personally handed over to UPS, that it was in CT when in fact it was still sitting in their store.

When the computer finally arrived (9/20/02) it was without the power cord and adapter. I called Glen who claimed that don't normally keep the power cords; in this case they did. I was told by that he (9/20/02) would check with his supervisor and either give me the power cord and adapter they have or send me a new one. I've heard nothing. It took a representative from the corporate office (Molly) to establish that the computer was still in Virginia. This operation has absolutely no regard for service to it's customers. Lastly, I was told when I purchased computer by the salesperson that if my computer was held in repair longer than 30 days, Best Buy would give me a computer. I was also told that under the extended warranty that anything that happened to this laptop was covered. I presented to the salesperson that HP offered an extended warranty for the same period for $99.00. The clerk proceeded to tell me that HP's warranty only covered internal parts but did not cover the screen, case or accidental damage, which Best Buy does cover.

Renaldo of Las Vegas (9/11/02):
On August 14, 2002 I purchased a Sony Vaio R505 EL Computer notebook which I paid with my Best Buy credit card. I also purchased a service plan to go with the computer which was also added on to my Best Buy credit card. I was told by the sales person that it would be delivered within 3 to 5 business days. When the computer did not arrive at the said time frame I then went back to the store (Aug. 23, 2002) to reconfirm if the order was processed.

I was told by Mike Lioliadis (computer dept. supervisor) that the order was processed by the store through bestbuy.com because they did not have any stock instore. According to the store, any problems that I may have regarding my order, I, myself have to resolve with bestbuy.com. So I called Bestbuy.com and asked them about my computer, the operator (Elizabeth) told me that it was shipped already and that I should receive it within the next 3 business days. I asked Elizabeth for a tracking number so I can find out whether the computer has been shipped. I later found out that the number she gave me was invalid. I have tried to call the store as well as bestbuy.com several times to let them know that the computer has not yet been delivered but each time I would call, I would be put on hold and then hung-up on.

On Sept 2, 2002, I went back to the store to remind them that I still haven't received my computer only to be told to wait for another day or two. Due to my frustration, I asked if I could cancel my order but I was told that the order was already processed and that I have to wait until I receive my computer before I can cancel it. They told me I would receive the computer the following day. They kept telling me through phone calls and store visits that the computer will be delivered each following day that I would speak to them. I asked for the store manager (Shanna) thinking that she would be able to help but instead she passed me onto the supervisor who then passed me to Kris Jolly (costumer service). Kriss Jolly told me that it was going to be delivered the following day but still the computer did not arrive. I went back to the store on Sept. 5, 2002 because the computer still has not arrived. I spoke to the computer supervisor (Mike Lioliadis) asking if I could just cancel the order since it was already becoming too stressful and time consuming for me.

He told me that he would contact bestbuy.com to cancel the order and would call me the following day to let me know the outcome. I gave him my cell and work phone number but to this day, I still haven't heard from him. I have tried to call the store over and over again to speak to him but I would always be told that he's either gone home or not available so I kept leaving a message but with no response. Now although I still do not have the computer, I have already received the first monthly invoice, charging me for the computer that I purchased. I have tried to contact them to let them know that I should not pay for something which I do not have but this too was unproductive.

Sunny of Lomita, CA, writes:
In 10/5/97, I purchased a laptop computer from this store along with an additional store service plan (laptop=$1,999.99 and service plan=179.99). Their sales person told me that the service plan would cover all repairs on my computer for 3 years plus they would replace my computer for any reason (including accidental drops or even if water spilled on it - which I later discovered was a complete lie) if they were unable to properly repair it.

Ten months later, my computer malfunctioned and I took it in for repairs. After, I had to take it in for 2 more repairs for the exact same problem within 2 years of the purchase, I demanded that the repairs were not being performed properly and requested that they honor the service plan and replace the computer. At that time, I was told that what the sales person told me was not true and that the computer needed to be brought in 4 times for repair and only on the 5th time they would replace it.

As upset as I was, I sent it out for the 4th time and when I was contacted after 1 month, I went to pick up my computer. The store lost my AC adapter and I was told that a new one would be ordered for me. I took the laptop home without an adapter but on the same day I brought it home, it was not working again with the same problem I originally took it in for.

Since this was the 5th time I would be taking it in, I returned to the store and once again requested that the computer be replaced. They tried to give me the run around and told me I needed to bring in a lot of miscellaneous items I no longer had for the computer but luckily, I had a fried who knew better then fall into their tactic and the store finally decided to replace my computer. This happened on 12/9/99.

I did receive a new laptop at that time and also purchased the service plan for an additional $219.99. However, only 6 weeks later, the laptop broke. Initially only a few of the keys wouldn't work but now, the computer does not even turn on. I basically have a $2,000 hunk of junk on my hands. They want me to go through the whole process of sending it out for repairs and waiting and doing this over and over again but each time I take it in for repairs, they take a minimum of 1 month and as a full time student, I need to use my computer everyday and can not afford to go for months without my computer.

I am frankly at the end of my ropes and do not no what more I can do. I am so tired of them taking advantage of consumers like me who aren't as computer literate as they are. They are eager to sell but once the product is off of their hands, we are basically left in the cold. I feel that they should be made accountable for the products they sell!

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