Best Buy Reviews

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.

When I went to Best Buy for warranty repair, they denied it stating physical damage, they also would not extend my warranty.

I can no longer use this laptop for my DJ buisness as it is no longer portable, I had to fabricate something to keep the screen fom just falling off. This laptop cost me $600 and with a manufactures defect problem so common, I think they should raplace it.

Then I had Sears come out and they diagnosed it as the sensor and said that they had had problems with that model and I might need a board installed. By now my warranty was out. Now the refrigerator side and the freezer are out. I have a samsung approved service center coming out today. Best buy could have cared less about this.

I have been out money and mulitple calls and the time those take and food has spoiled over and over with these refrigerators. I am 63 and have never had a problem with one until now and this has been a nightmare. I will never buy another samsung product or buy anything from Best Buy again

When I contacted Best Mira Mesa, I was told that I could not return the set but they offered service instead. I explained that the salesmen that I dealt with gave me this brochure so that if any defects were found in the 2 year period all I need to do as stated in the brochure was to return the set for an exchange. The contact person told me that the salesperson no longer worked there, he made a mistake in giving me the agreement which is time stamped and clearly states the replacement policy.

I would warn all consumers that they should not waste their money or time buying any agreement from Best Buy because they do not honor the agreement (contract) even if you have a dated receipt and contract brochure.

They are sending a repair person, but I tested the unit and there is no way to repair the relay on that controls the sound because it is on the motherbard, there the unit needs replacement. So far Best buy will not honor their replacement agreement.

I had to call the corperate office (888)BestBuy and got the supposed highest supervisor I could to tell me they could not deliver a new
refrigerator until Friday of the next week, unless I wanted to take more time off of work, which I had already done so, and to mention the delivery time was missed by one hour and a half on the 30th. So I told them to come and get the stuff, that it was all junk, and my wife decided to let them try again. We have not recieved an appology

or offered anything for our inconvience,

My wife was told that they had two times that the new refrigerator could be delivered, take it or leave it! What kind of Customer Satisfaction is that. The gentlemen Craig he would feel the same way we did, but he could not make any decisions to aid us for our time and inconvience. I would like to know who the CEO of Best Buy is and if he knows how his companies customers are really being treated.

I will never walk into a Best Buy store again. I had planned on buying two flat screen tv's for my home in the coming month's but will go else where.

I returned to Best Buy on 4/1/07, (two days later) to find out why the purchased and installed by them anti-virus software didn't work and to get my laptop fixed. I was told the purchased software is not guaranteed and that there would be a cost for repairs.

Obviously this did not go over well with me. After a half hour or better speaking to their Tech Support group and then one of the store managers, they agreed to fix it for free because the computer had a 14 day return policy on it and I told them I would return it if they did not fix it.

After testing the computer, the Best Buy technician stated that he could not find a hardware problem, so it must be a software problem. In other words, not Best Buy's problem. Over the next 6 months I returned the computer 8 times for testing and was given the same response.

Finally, I instructed Best Buy to strip off all of the hardware, re-format the hard drive, and then run the same tests. This time they were able to conclude that it was indeed a hardware problem. However, Best Buy insisted that their technicians could find no reason why the computer was not functioning properly, and therefore they would not honor the warranty.

I packed up my computer and told them I would file a claim in small claims court. The technician then called a manager, who replaced the computer - but only on the condition that I would purchase their best warranty for several hundred dollars. Again - I would urge anyone considering purchasing a warranty (or any electronics) from Best Buy to shop elsewhere.

Here it is March 27th and no one has called or came by to fix it. I have called at least six times and I am consisantly told the same thing, someone will call me in 3-5 days, yet no one ever calls. On March 9, 2007 I called and was told Best Buy would replace the dryer since it has been so long. Then we called back in two weeks since no one called and we were told they were not replacing it the parts were in. Today I received my first call and they said they have no records of the parts being in.

This has been an huge stress and totally unaceptable to be dragged along for this much time.

The stress and woory about getting the dryer repaired, and having to go up and down the stairs multiable times everyday the wash is done to turn the dryer back on.

When the delivery man came to my house he stated that I needed to change out my electrical plug. I didn't know if he was a delivery man or an electrican? I told him that I had a Maytag Neptune from Circuit City plugged in there and that it worked just fine. Best Buy delivery man only had one plug in his truck and he stated that because that was the one he had that is what I had to take. He also told me I could go to Lowes or somewhere and purchase another plug.

I told him no that I had already paid 19.99 for a plug from Best Buy, so he stated that he would deliver my set, but wouldn't set it up. I called cutsomer service and they advised me that I need to change out my plug....man, customer service can tell me that I need to change out my plug and they have never been to my house. Needless to say the call was useless.

The service that I recieved from Best Buy was horrible. I was a loyal customer for years, but that has also changed. I would also like to add that I purchased the same washer and dryer set from Sears (for the same price) and was delivered to my home the next day. The delivery man walked in with a plug and saw that it was the wrong one and walked out to his truck and returned with the right one.

Well, the problem was with the hard drive and I asked to speak to a manager. They put me on hold, promised that they would call back, but nothing happened. I just want my computer repaired free of charge like they promised me at the time of purchase. BEST BUY should better train their workers and let them know not to provide consumers with false information.

When I asked for the tv they told me their computor showed that I had picked it up on Jan 26th. I told them I didn't, and asked to show me a paper showing my signature, but they couldn't find one. They just told me that their records were correct and there was nothing else they could do. I am so upset about this and don't know what to do from here. I owe $1,900.00 for a tv that I never received.

I paid $1753.83 for a computer that has never worked and I can't get anyone to take responsibility to fix it.

They wanted to charge me $1,012.00 for them to fix it, which I did not authorize for them to do. When I went to pick up my computer at the store, I was told I was being charged $152.57 for some shipping/labor they did on my computer. I informed the salesperson that I did not authorize them to do ANYTHING on the computer after I found out that they had voided my warranty, he informed me that he would look into it and get back to me about these charges. He never called.

My young daughter purchased World Warcraft from Best Buy in Pineville, NC. The sales associate told her that the game could be played as a stand alone. We opened the package and in reading the manual found the game had to played on-line and there was a monthly subscription fee. None of this information was available without opening the product.

I tried to return the product to the store. Unfortunately, my daughter being young did not save the receipt. I spoke to the person doing returns, her supervisor and a senior store supervisor who said without the receipt they could do nothing.

Evidently they do not have any problems with young customers being given incorrect information. This product would not have been purchased if my daughter was not misled by the associate. I find it amazing that nothing can be done to satisfy us as customers. Because of the misinformation provided by the sales associate I have two unhappy children and a game that we cannot use. In addition to this I did not appreciate another employee standing in the background and watching my discussions and laughing. I found this extremely disrespectful as well as unprofessional.

The store spent much time on the phone with the Replacement Plan people who assured them that a replacement card would be sent to us within another 10 to 14 days. I also phoned that evening and the Plan people assured me the replacement card would be coming. After a week, I again phoned to check the status only to find that nothing had been done to process a replacement card and that in fact, now they would soon be activating the first card. That was Sunday, so I called back Monday to speak to a Supervisor. She told me that action had only been initiated by my call Sunday, so now it would be 10 to 14 days from now that I should expect the original card to be activated.

You can imagine my confidence in this process after going through this.

I called Best Buy and spoke with Ronnie who indicated that the site would be repaired and functional in one hour. That was 36 hours ago. There is no way to purchase with with the upgrade.

Throughout the entire discussion, I was very reluctant to buy it. But, he convinced me to try it out. Throughout the entire time, he had plenty of opportunity to; but he did not, mention anything about Best Buy's 15% restocking fee. I purchased the system and tried it out ONCE. I repacked everything in its original packaging. I had to leave for France the next day. But, I asked my sister-in-law to return it for me within 1 week. Within 1 week from date of purchase, my sister-in-law made repeated attempts to return the GPS system. The store clerk called the Store Manager and imposed a 15% restocking fee.

When my sister-in-law protested and refused to pay for this fee, the Store Manager pointed out to her that the restocking fee is indicated on the back of the receipt, and that she should have read it. The policy stated NOTHING about GPS systems. It only made references to computers, radar, radios.

I asked to speak with a supervisor and I was told one would contact me within 2 hrs. I heard nothing, I was advised to ask for my money back for the warranty. I went to the store I purchased the t.v. from in Springfield, N.J. The sales rep. had me fill-out the cancellation form. He said he faxed it and that I would have my refund in 5 to 10 business days. That was July 17, 06.

After getting nowhere with the warranty, I had to have the t.v. repaired myself, which cost me $379.67 plus the cost of the warranty which was $275.59.

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.

The best that can be done for me is that it will be expedited and that it could still be another two weeks.

I decided to call customer service, which was very unhelpful. I think this is misleading advertising.

The warrantee dept said I should give them a credit card number and they would send me a refurbished phone. Then when I got the refurbish I should send in my original phone and there will be no charge if the phone wasn't damaged. How much is the refurbished phone, I ask? They replied we don't have prices here. I told them this wasn’t my first rodeo and I had been had by better people than them.

After prodding the warranty dept they finally said it would probably be LIST price - I know that is usually around $350. I ended up going to Sam’s club, got the exact same phone NEW for $20.

My 14 year old daughter was heartbroken that her graduation gift was not available for our vacation. The $350 will be recovered through Citibank credit card consumer protection (I hope!).

They refused to investigate any further.

I then called Best Buy headquarters and made a complaint. I was told that they will take down the complaint, but they can do nothing about the rebates- as that is the rebate centers job. It really upsets me that a company can get away with this. I followed the instructions and they can just say they did not receive the form and I am out of $50. It makes me wonder how many other people did not receive their $50 on this rebate. As of right now, myself and my mother-in-law will not receive our rebate.

À

I called them first time and they said they going to re-issue the check and send it again to my address. Ok - I was waiting for about 4 weeks, and nothing happend. I called again to see what's going on - and they said check got cashed on September 16th. 6th week from the purchase day. 4 weeks ago customer rep. told me check is mailed but not cashed - and now they are saying check is cashed on Septemeber 16th, 2005. Someone is definetely trying to get out of this giving money to me and that`s BestBuy!

My brother came home for a 2 week leave and brought his laptop with him. The on/off button had stopped working and he couldn't get the computer to turn on. When we took the laptop back to Best Buy, we were told that they could send it back but it would take 3 weeks and even then they most likely wouldn't fix it because it was due to misuse and not a product defect or damage from normal wear and tear!

How can you possibly build a laptop that is supposed to have the on/off button pushed repeatedly and then call it misuse when the button stops working because you've been pushing it? When we said the warranty wasn't worth the paper it was printed on and we wanted our money back, they said "oh well, that's your choice". They did offer to charge us $60 to take another 48 hours to run an in-store diagnostic check but said it would probably cost another $40 to fix the problem, IF it was the problem he thought it was.

The sales reps at Best Buy are absolutely lying when they tell you what the warranty covers and the stores know it and they don't care. No matter what the problem is, they will blame it on misuse and tell you it isn't covered under the warranty. Not to mention, they don't even try to find a way to make the customer happy. I am even more angry because I've sent other people to Best Buy for large purchases (which I will NEVER do again) and now I'm quite confident that when something goes wrong on their product, they will be left holding the bill just like my brother... having paid $100 to $300 for a useless extended warranty.

My brother is taking a broken laptop back to Iraq with him. The broken on/off button will allow sand to get into the computer and will, in all likelihood, end up ruining the laptop.

Their tech (Shawn) says he believes it should be fixed, it was NOT caused by abuse or neglect. Their customer service person said the repair is 'just too expensive'. Why should they have the right to refuse their obligation to fix/replace or whatever? They never told me it would be refused if it was too expensive to fix. So now they have left me with NO options but to just throw the camera/warranty away. I will never purchase ANYTHING from Best Buy again. For a large company, their treatment of a customer seems pretty shoddy.

Therefore, I called Best Buy and asked if I could price match with Sears and use my rewards card discount. I spoke with a lady named Hillary and was told yes, then she also asked another lady named Jess, who said yes also, but only if Sears had the television in stock. I said okay and then called Sears to see if they had it in stock, they said they had one left. I am sick, I have the flu but I thought this is too good of a deal to pass up. So I called Best Buy back and spoke to a gentleman named Jordan. I told Jordan that they have one left at Sears and I have my rewards card membership discount card.

He said I could use them both, I said "Are you sure" and he then said Yes.

Therefore I got out of bed and drove 10 miles to Best Buy. I give the flyers to the salesman and he says sure, and then calls for Keith M, who is the manager in Electronics to finish the price match. Keith says "Absoloutely not". I said "Why not??", he said "Because I wouldn't be making any money on it if I gave it to you at that price, I can't even buy it at that price"

I told him, that isn't the point, I was told by three different members of your sales team today that you would honor both. He said they were wrong. I continued saying "But that is not my fault, I got out of bed, and drove down here" I called twice just to make sure... He said "I am not giving it to you at that price and that's final." I said, you don't stand behind what your employees tell your consumers, and he said not when they are wrong. I was then so angry and asked to speak to the manager, I was told General Manager was out but I could speak to another one. I said fine. So up walks Jason, whom tells me right away that whatever Keith says goes, he says thats crazy to even think you could price match plus get the sale price!

I can't believe it, they act like I am nuts! I then just leave. I did ask for the customer service number I could contact with my complaint and they told me it was pointless, and turned around and just walked away. What poor customer service! I bet I spent 5000 bucks there just last year. I am getting ready to build a house and was going to drop another 10000 there probably but after this no way, and I will tell everyone I know to not go there and how they acted and what level of customer service they give.

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.

The courtesy of explaining it was not fixed when they called to say it was ready would have been great as we were expecting the IPod to work. When I got there, I was told by the Geek Squad that there was "liquid damage" and it could not be fixed. My son, who is a cross country runner, was using the IPod while running with the team when a brief rain shower occurred. He covered the IPod with his shirt, but it still got wet. The Best Buy manager said that neither Apple's warranty or our extended warranty with Best Buy covers the damage. The IPod can't be fixed and we would "Just have to buy a new one."

He could not offer me any options or solutions, and I felt that his attitude was telling me "you've been screwed over so accept it." I told him that they do not stand behind their products or warranties and would never buy anything from Best Buy again. His response was "that's your choice." I feel that they completely botched every customer service opportunity they had with this problem & just made everything worse. Best Buy wouldn't even offer me a discount on another IPod, although I wouldn't buy another IPod again, or anything from Best Buy. They also would not refund my $50 for the 3 year extended warranty.

On 3/9/06, I contacted the store trying to find out what the extra cost would be and they stated that I could not pick it up that I had to pay for them to deliver it plus pay the installer an additional amount for coming out which was an undisclosed amount because they did not know what that company would charge,nor did they know the area alloted for free installation. After speaking with Katie (a different Manager at Best Buy),she informed the appliance personnel to contact Universal Plumbing (their plumbing contractor) for the additional price. Instead Herbert gave us the phone number to their contractor and told me the contractor would not disclose their installation area and that I could call them if I wanted.

I contacted Universal Plumbing and spoke to Trey who informed me I would have to pay his company $55.00 because I lived 4 miles where their stopping point is. At that time, I contacted Best Buy's Corporate Office where I spoke to Kelly, who informed me that in their advertising it says see customer specialist for details and they are to inform their customers that they have to pay for delivery to get free installation. I asked for her Supervisor who was Augie and refused to give his last name, but claims to be the highest person I could speak to in the company.

After explaining the situation to Augie, he informed to the same statement that Kelly made as to see the Customer Specialist for details and that their policy is that the customer has to pay for delivery and any additional charges the contracting company would charge to receive the free installation. He gave us a clamin #25379851. Mr. Augie informed me that this was a store issue and he would not do anything regarding this situation.

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.

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.

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.

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.

The refrigerator did not cool well enough to even keep ice in the freezer. I called Best Buy and reported to problem. They sent a repair man who could not fix the problem.

I then took the refrigerator back to the store and they treated me very poorly. I paid cash for the refrigerator and they refused to refund my purchase with cash. I will have to wait two weeks for a check.

Recently, my screen broke so I took my computer the 2 hour drive back to the store only to be told that it was "accidental damage" and, although my plan covers "normal wear and tear," it doesn't cover this type of damage. I was furious, but not quite as much as my father (he didn't even buy the computer). We argued for a while and ended up getting only $165 of my $199.99 back for the warranty.

So now I've got to try to buy a new screen for my computer which costs more than half of what the computer is worth.

There was no further discussion, as the two employees I had been dealing that evening had become irritated and edgy with me. I myself was tired of all of the deception and incompetence surrounding the transaction that should have been nice and easy. My original PSP was purchased for 4 years, but nowhere and never was I told that once the item is exchanged, or serviced, the PSP is void and deemed to be fulfilled, and that I would be faced with the decision of buying a new plan at a 30% higher price for the same item ($59.99 vs. $79.99). As a result, I had a really negative customer service experience, I was coerced into getting the camera that was not my first choice, and I was not able to purchase a new PSP ($20 make a difference, plus I felt like it was a fraudulent presentation of the deal on behalf of Best Buy # 482 employees).

Their policy states that a 15% re-stocking fee will be imposed if the product is returned open within 14 days of purchase. This fee will be waived if the product is found to be defective. A representative took a brief look at the camera and told us there was nothing wrong with it. We told him it wasen't the camera itself; it was the quality of the picture that was no good. A disposible would take a better picture than that one. One of the representatives even told us that we shouldn't be charged because it was no good.

The young man at the exchange desk told me that the game i was returning was a bootleg copy. That surprised me. He then informed me that the manager, Adam Munoz, would not authorize the return because the game was a fake. I was in shock. I had the receipt for the Playstation and games, which was for well over $300.00 in total, and was certaintly not trying to get one over on them by trying to return a $22.00 game. But what was more upsetting to me was that the manager a) did not seem surprised that there was a bootleg copy and b) had a robotic standard response of "Best Buy did not sell that to you" -- and of course they did!!

Aside from the embarrassment this man made me feel by insinuating I was a thief, (even though he knew I wasn't for he could not even look me in the eye) I was filled with a disgust because it became evident to me that Best Buy knows exactly what it is doing. They sell fake merchandise which is how they can sell for less and then refuse to take it back for they cannot acknowledge that they are doing anything wrong.

I filed a police report with the Clarkson County police. I would like their false business practices exposed. I think it is disgusting, immoral, and unfair to treat the consumer public this way. I was upset for days. It makes it difficult for me to even enjoy the gift i was given knowing where it came from. I was humiliated by their staff and am filled with so much anger towards their faulty business practices that I want to explode!

Please don't explode, Katherine. We need more moral outrage, not less. You did the right thing in contacting the police. You might also want to contact the FBI, since bootlegging intellectual property is a federal offense.

Today I returned to service desk at the Best Buy store, the young man behind the desk said after checking it, to return it, that it was broke. The manager said that it was over 30 days and that was that! Now I have a brand new printer, paid $99.00 for and it is worthless. As a senior citizen, with a 14 yr. old grandaughter and low income, what an example for Best Buy to set for its customers and what an example for MSN to be affiliated with a company like Best Buy.

They had told me before this i need to do recovery which I have done. I had purchased the home warranty but they would not come out. A man by the name of Avery had me bring the computer to the store(45 minutes) they said they had to keep it.

When I purchased the home warranty I was told they would be in my home within 24 hours to repair the computer. I have a home business and I can not support myself and children without the computer (I am a single mom).

They called me that night and told me they had damaged the mother board and it would have to be sent out for repair. One software that was on that computer cost me $6,400 and had to be sent to Dallas every time something like this was done.

They had the computer for 2 weeks and refused to give me a loaner. The computer came back without any sound and the sleep device not working. I called Avery and he told me I would be better to wait until the computer was a year old and let Best Buy's warranty take care of it. I did this and when I called I was told that they wouldn't even look at it until I did another recovery. I tried to explain that i didn't have the money to send the computer to Dallas again.

They took a complaint and said someone would be back to me with in two weeks. That was in August. No one has called The computer is still not working properly.

I purchased a CD Rom and a modem from Best Buy on that same day I purchased a $1400 laptop because I could not be without a computer and they would have to keep my desktop for repairs. To make a long story short, I picked up the computer after all of the installation and it has not worked properly since last year.

I have been dealing with them for 15 months now and I still don't have my computer. In September '98 they called me to tell me that I also needed a bigger hard drive, I bought one. I received a phone call in June '99 telling my mother that if I don't come in and get my computer that is ready they will sell it.

I went to pick it up and the hard drive had never been put in and they had lost it and the computer still had not been repaired properly. Then finally they decided to send it to their service dept. to restore it back to manufacturer specs and replace my hard drive that they lost.

I had to bring them my master reboot software and also my Professional Office 97, which I was running on the computer when I originally brought to them. They sent it out but they now do not have my software and they keep calling my house telling my mother that the computer is ready but no one knows where my software is and to top that now after all of this time they are telling me that when I am working on my computer I may get an error message because now my memory is bad.

I am very upset with them because during all of this I have still been a loyal customer spending my hard-earned money at their store, and now there is another problem with my computer that they are expecting me to spend more on. I could understand if the memory went bad because I was using the computer, but the computer has been sitting at Best Buy collecting dust.

I am tired of arguing with them and trying to explain to them that I am not the one that is wrong because they have had the computer for over 15 months. Now they keep trying to repair it, but they cannot put it back the way it was when I orginally brought it to the store. By now out of common courtesy to the customer they should have trashed my computer after they screwed it up and gave a proper working computer because my entire family have been inconvenienced for over 15 months.

I was playing a CD in the computer 7/7/99. Afterwards, when I ejected it, the computer froze and wouldn't let me shut down properly. I turned the computer off. Any attempts afterwards to boot the computer were unsuccessful, resulting in the letters COMPAQ across the screen, then going into a totally black screen, then an air message saying "Non system disk or disk error replace and strike any key when ready." Striking any key did not make the computer boot but just left the air message on with no cursor.

I called to report the problem and was met with a lengthy wait time before anyone answered. The tech at the end of the line finally came to the phone and asked me to perform numerous troubleshooting techniques which failed to boot the computer. After nearly two hours, I was told that my hard driver is probably not crashed. I was told someone would come out July 19 ... and that it would take that long to get a part called a SYSTEM/MOTHER BOARD to put in the computer. I was told also to tell the technician who came out July 19 to "Clear CMOS."

A reference number was given to me and I was told I would be called 72 hours before the technician would come out on July 19th. No one came on July 19th. When I called Best Buy again on July 19th, I related the entire story about my computer problem to "Jason":

I was told by "Jason" that Kelly or Josh would call back. Nobody called back. On July 20 I called Best Buy again very angry that I keep having to call back and no one is paying any attention to my computer repair.

"Garrett" or "Derek" answered the call and asked for information I had already given the first person the first time I called, including the number off my warrenty booklet. I didn't have it with me, so I was told to call back to "Michelle" after work. At 5:30 p.m. I called "Michelle" at Best Buy, who asked again for detailed information about the computer purchase which I had previously given two other times. She said she or the manager would call me back before the store closed at 9 p.m.

At 8:45 p.m. I called the store and the store phone rang for 10 minutes with nobody answering it. Finally, I hung up and called again and someone from customer service answered, a "Mike" who is a manager. He began asking me to tell him the same information I relayed to three different people there, including "Michelle", that same day. I became very angry asking him why "Michelle" hadn't relayed the information to him, as she said she would when I called at 5:30 p.m.

He said she may have relayed it on a message that was still in his mailbox that he hadn't looked at. He asked me for the information about my computer AGAIN. I told him to get someone out to fix my computer ASAP and he said I should call the 800 number again to try to troubleshoot over the phone because they had no record that I previously called to troubleshoot over the phone. I told HIM to call that number and tell them no amount of troubleshooting helped start the computer and to just send someone out to replace the part they had told me on 7/7/99 that needed to be replaced.

The last time I called this 800 line, I was on the phone for at least 2 hours, listening to an ongoing musical recorded message. The last time I spoke with Mike at Best Buy, he told me he would call me first thing in the morning, today, July 21, 1999 to tell me when a technician will come out to fix my computer.

I am outraged at the service center and its method of solving a consumer's problem. In this case, I paid $200 for an extended 4-year warranty and service plan with outrageous results, careless behavior on the part of the customer service people, and rudeness and repeated inconveniences to me. I want the computer fixed and fixed NOW.

Mike is supposed to arrange someone to come out today or tomorrow, but I still want to lodge this complaint because of the way my problem was handled, the lengthy repetitious calls and rude behavior on the part of the service center and in case the problem is not attempted to be resolved today.

There must be a new procedure as to how to solve service plan employees' problems. I have a lot of documents on my computer at home, and a lot of them relate to work, and I cannot go on for this long a period of time without assistance and with the carelessness I have witnessed with Best Buy.

I have bought a lot of major purchases at this store, but as a result of this horrible handling of my problem, I do not ever plan to shop there again.

The entire way consumer problems are handled at Best Buy must be changed. In fact, even when I make a call there at 10 a.m. when the store is supposed to be open, I am often met with a taped recording stating the store hours. The call is not put through for up to 20 minutes past 10 a.m.

Also, as I related to you, the phone rings endlessly at night also without being answered, sometimes putting the customer on the line from 8:45pm to 9:00 when the store closes. They are calling during the appropriate hours but, because the phone line is not answered and keeps ringing through 9 pm, the customer cannot get through because the store then is presumed to be closed.

The technician pressed the power button on my computer to turn it on and promptly shut it back down. He then informed me that the hard drive was bad and that the computer had to be sent to the service center. I asked if there was a more extensive analysis that he could do (somehow just hitting the power button just didn't seem like an adequate way of diagnosing a problem to me). I also mentioned that he could tell a lot about computers by simply hitting the power button.

I also told him that I used my computer for my work and that it was a major problem for me to be without it. I think he grunted, but other than that, he showed no signs of caring. I was told the repair would take 7-10 days. At this point, I was not convinced that I had been give good customer service and I was really concerned about the fact that I would be without my computer for 7-10 days so after I got home I called back to the store and asked to speak to a manager - I did not get his name...he wasn't any help anyway, he did not even sound like he wanted to be at work that night. He did, however, tell me that he would check with the technician and call me back. He did call back and told me that basically there was nothing he could do. He did not even understand the problem.

Eleven days later I called to check on my computer since I had not heard from them. They told me at that time that it had not come back from the Service Center. I asked for the number at the Service Center and called them only to find that they had not received my computer yet from the Charlotte store. At this time, I called back to speak to a manager but was told that no one was available. I called another store to speak to a manager there. I explained my problem and asked her what she would do if she were me. She suggested that I first call back to the store and ask to speak to the Regional Manager, Mr. S. If that didn't help, she suggested that I ask for the 800# for the Corporate Customer Service office.

I called and spoke with Mr. S., who told me that their procedures were followed and that they were not responsible when the manufacturers did not have parts in. I explained that it took my computer 11 days to get from Charlotte to the Georgia service center. He did think that was a little odd, but still did not commit to anything.

Someone called me back to say that the problem was with the motherboard of the computer (and not the hard drive as originally diagnosed) and that my computer should be back in Charlotte by Tuesday of the following week. I did not hear back from them, so I called once again on 6/4/99 and spoke to Ms. M. at the Service Center in Georgia. I explained my situation to her and she said she would send e-mail to find out about the parts and would give me a call back. I've not heard back from her so I called her back today and got voice mail.

I also checked with Best Buy in Charlotte once again explaining my frustration. The technician gave me a couple of options - 1) they could get my computer back on the next truck but not repaired and 2) he could call the service center tomorrow and find out the status. Neither of these options were viable to me, at this point, I don't believe anything they say. I would lose my job if I offered customers the type of service Best Buy offers.

I am not able to communicate with my job - I work offsite a lot and it's required that we check e-mail and voice mail on a regular basis. I have not been able to do that. I also have a part-time business that I run and I've not been able to reply to my customers, make presentations or record business transactions. I have software setup on the computer so that I can process credit card transactions which I have not been able to do. I don't know how much money I've lost because I've not been able to process the transactions. The frustration I feel whenever someone mentions the word laptop has been a major emotional drain. The threat to my livelihood has been a major source of anger and concern.

This whole situation has blown my mind. Not only do they have my money but they have the computer also. If this computer comes back saying that it was my fault Best Buy is going to charge me for the repair, and I'm NOT going to pay it. All I want is my money back!

We agree completely. It's like being told you can't open the hood of your car. Our attorneys disagree, though. They say that if the warranty says you can't take the lid off, then you can't take the lid off. Regardless of that, Best Buy is being very petty to penalize you for trying to be helpful.

The store manager made a issue of the incident in front of a number of customers and made me look like a thief. I felt insulted, demeaned and small having to endure the whole thing in front of so many people and could not sleep for days by the very fact that I was made to look like a thief.

On the fourth repair they told me that I will be receiving a new computer, but that did not happen, since the service center denied a replacement. Well I am still having the same problem and I do not wish to take my computer for repair again.

I either want some compensation or another computer.

The consequences have been lost work time, 20+ hours on the phone in under three days, being treated like a child, doing the work of the sevice contractors, paying internet service fees while not being able to log on, and a machine that no longer works at all.

I asked him if he had the 2-tuner in stock and he said, yes he had 2 left. When he wrote the receipt I asked him again if this was the 2-tuner. He said "yes." And when he brought the tv to the front of the store, I asked him again if he was sure that this was the 2-tuner, because I didn't want to take such a heavy tv home and it be the wrong one, and he said "sure."

So, when I came back that day, very upset, I found that same sales rep. And I asked him "do you remember last week when i purchased the sony 2-tuner." He said "yes", then I told him that the tv that was suppose to be a 2-tuner, was only a 1-tuner, and he said "nuh uh", and I asked him if he remembered that we paid cash for the 2-tuner, and he said "yes."

Well, when I told the manager about the conversation with the sales rep, about 10 minutes before that, the manager spoke to him, and came back to me, and told me that the sale rep said "I remember talking about the 2-tuner, but I don't remember them buying it."

So, the manager said I have 2 choices, to either one bring the tv back to return within 14 days, or he'll split the difference of the 2 tv's. I decided that I wanted to see where I can take this because I was befrauded. So I hope you could help me with this complaint because I feel that I am not the only one that has been befrauded by this Best Buy.

Also, when I came back to get the name of the manager he told me "I just got another complaint about the same tv.."

I feel that i was underestimated because of my race (Asian) that i would not have been capable of filing a complaint.

Both of these gentlemen could go to Small Claims Court and sue for breach of contract. To prevent that, Best Buy should get its act together and learn how to treast its customers. Low prices aren't everything.