Advice on handling an issue

In My Humble Opinion
1

Back story: My old computer died back in October. It was 6 years old, so rather than repair, I decided it was time to get a new computer anyway. So on October 28, 2011 I purchased a new computer. I bought the extended warranty, and having bought it at Best Buy, purchased the geek squad tech support package for 1 year.

The computer lasted a wonderful 35 days before breaking December 6th. I thought it might have been a virus, so I tried for 2 days to get it running (7th, 8th it broke late on the evening of the 6th and I just put it aside for the next day).

Finally, on December 9th I took it back to the geek squad for their expert help. On December 12th, the called and told me they were having to send it in to the manufacturer. There was a hardware error, but it should be back by December 26th.

I figured, wow, really? The 26th? That’s awesome, to get a 2 week turn around during Christmas. Finally, on January 12th, the PC was shipped back to Best Buy. I’m not too worried yet, I figured the holidays had just slowed things down.

Best buy called twice, one human to let me know they were testing the fix, and then an automated call saying it was ready to pick up. So I go to pick it up, only to be told they were having issues. The warning bells start to tingle.

Last Tuesday I got a call saying that I had to contact a phone number to request restore disks, the ones shipped with the computer weren’t working. After 5 hours of trying to get restore disks, I finally get someone able to help, and the restore disks are on their way.

They arrived Friday afternoon, so I took them to Best Buy immediately, so they could get the fix done. So Saturday I call up to check the status, and I’m told the ticket was closed. And I get all excited, woot my computer is fixed. So the guy said he’d check and make sure it was ready, and call me back.

An hour and a half later, I decide to call back and see what’s taking so long. I get the same guy and he tells me he was busy helping real customers, and hadn’t had time to check yet.

It is at this time that I go completely bananas (or, if you prefer, primate fecal matter made from said bananas).

I go to the store and let the manager know just what I think of the store, the customer service and the product. I asked him just how long they were going to attempt to fix the computer before they decide that maybe it was a better idea just to offer a replacement?

He said that if they didn’t have it fixed Sunday, they would offer a replacement. So Sunday night I get a call saying they think they had found the issue and would definitely have it ready by Monday. Not 10 minutes ago I got a call saying that the mother board was installed incorrectly and they were having to ship it back to the manufacturer.

What do I do now? Do I go in and raise a fuss, pointing out the promise of a replacement if they couldn’t do the repairs, or do I meekly accept the turn around time of shipping the product out again and praying that the return product actually works? Or is there another option I’m not even considering?

2

I don’t know about dealing with Best Buy in particular, but I would keep escalating this with them and insist on a replacement now. You could go online and contact the company directly that way, and in writing to both the local outlet and headquarters. If they don’t give you a new computer insist on certification from the manufacturer that the computer was new. And make their lives miserable so they decide to do the right thing and give you a new machine.

You made a mistake by sending back a broken computer in a fixable condition.

3

Remind them of their promise to replace it. It was offered, take it. You as a customer have exercised patience. Time to move on.

My 2 cents.

4

I didn’t realize I had a choice in them sending it out again. Could I have told them, don’t send it out, fix it here? On second thought, if I’m reading the suggestion correctly, I could have told them, “No no, ya’ll obviously can’t fix it. Let me come pick it up and I’ll take it to a professional?”

5

Moving to IMHO.

6

Talk to the highest person on the food chain you can get - a manager or store owner or something.

Lay out the facts and the communication you’ve received from Best Buy ever since December 9th. Point out that they are clearly unable or unwilling to repair the computer and that you’ve been without your property for a month and a half now, and that you were told last week that if they couldn’t repair it, you’d get a replacement computer. It is unacceptable that you should wait another 2 weeks or more for a repair on top of all the other mistakes that have occurred.

Point out how inappropriate and unprofessional the staff was by dismissing your call since you were “not a real customer.”

Demand an apology, along with a replacement computer.

Escalate higher, including corporate, if need be. Make it clear to the underling you are speaking with that you will escalate if they do not replace the computer immediately.

Stay calm, but be firm. You are right, they are wrong, and there is nothing they can say that will change that. You bought a computer from them that did not work - they MUST fix the situation, and they must do it now.

7

I agree. He offered to replace it if it wasn’t ready Sunday. If he balks at giving you a replacement, see if the local newspaper or television station has a consumer troubleshooter whom you can call for assistance.

8

  1. What did they say was wrong with the computer in the first place?

  2. What was the Geek Squad doing with it all this time, that they only just this minute noticed the motherboard problem?

  3. The thing is, motherboard problems are a major malfunction. If the board wasn’t installed correctly then it should have been obvious before it left the repair facility.

  4. Also, this is a big-ass repair. They have to uninstall all the hardware, take out the old board, then reinstall all the hardware. This is going to take a while.

In your shoes, I would insist on Best Buy giving you a replacement today. If they refused, I would have a long talk with my credit card company about doing a charge back. Best Buy has had your machine for six weeks, and is easily looking at another 2-3 weeks before they might return it, assuming you believe them. I think you can make a case to your credit card company that Best Buy has failed to deliver what they promised. In fact, have that talk before you go talk to the Best Buy people. It might save you some argument.

9

Raise hell. After all the junk you were put through, I think you’re entitled to at this point.

10

Yes, what everybody else said.

But tell us what it was so we can think twice about buying one.

11

*1. What did they say was wrong with the computer in the first place? *
The very first time all they would say was, “hardware error.” Sunday, they said it was “Crossfire installed incorrectly.” And then today, it was a motherboard issue.

*2. What was the Geek Squad doing with it all this time, that they only just this minute noticed the motherboard problem?
*
I honestly have no idea. That’s why I wasn’t a happy camper. I’ve done everything they’ve asked as fast as possible, and I still have no computer.

*4. Also, this is a big-ass repair. They have to uninstall all the hardware, take out the old board, then reinstall all the hardware. This is going to take a while.
*
This is what I was afraid of :(.

So I called corporate, and unfortunately, their policy is it has to be sent back for repair four times before they can authorize replacement.

12

Sorry, wasn’t sure if naming brand would be allowed. It’s an HP Pavilion.

13

Sent back for repair to the manufacturer? Because your original post says that it was sent to the manufacturer on December 12, and returned to the Geek Squad on January 12. So it was gone for a month. Are they suggesting that you need to endure four cycles of sending it back and forth, each lasting a month or more before they will consider a replacement? Perhaps that’s their policy, but it sucks. I repeat my suggestion to contact the consumer advocate columnist at your local paper, or local TV station.

BTW, you bought both the extended warranty and the Geek Squad support? Don’t they do the same thing?

14

Yes. I even specifically asked if there was any time frame, or percentage of time owned versus in repair, and the answer was no. Just a strict 4 time return. She is sending an email to the district manager so we’ll see what happens next.

15

I recommend asking the manager to emphasize to the district manager that they’ve had the computer longer than you have. Also, if you do go through this back and forth cycle four times, you’ll probably eat up six months of the warranty period. Certainly they should extend the warranty for the amount of time it’s been in their possession.

16

Yes, speak up - calmly! - and insist on the service that you were promised. Sadly, in this industry the squeaky wheel gets the grease. Have a list of all the communication you’ve had with them, and make sure you can articulate it clearly. When the manager checks into WTF happened here, she’ll have incomplete information and very likely the techs will be trying to cover their asses. If your story is the calm, logical, coherent one, she’s likely to take your word for it.

The repairs you’re describing are complicated, but they shouldn’t take THAT long. I do desktop support work for a living - I can swap out a motherboard within an hour, assuming I’ve got the right parts on hand. If your machine has to make a trip back to the manufacturer, a 1 to 2 week turnaround time (including shipping) is normal. Maaaybe three weeks if they really screw things up or are back ordered on parts or it’s during the holidays. For it to sit at Best Buy for several weeks while they never quite manage to figure out if it’s fixed or not is ridiculous. And there’s no excuses for the bad communication.

Good luck. Keep after it. You’ll get a working machine eventually.

Edit to add: I wouldn’t threaten to go to the media unless they’ve, say, completely lost your machine and refused to replace it. For anything less than that, the media won’t care, and you’ll just come across as an ass making empty threats.

17

I wonder if they cracked the motherboard while fiddling with crossfire and your graphics cards.

Did you call your credit card company?

18

What the heck is crossfire?

19

Eh, it’s possible that a motherboard problem would look like a video card problem at first - motherboard problems tend to be a diagnosis of exclusion. Stupidity knows no bounds, though.

It’s ATI’s method of making two video cards work in tandem. It’s their equivalent of NVIDIA’s SLI.

20

Demand a replacement immediately and tell them if they don’t give you one, you’re going to dispute the charge on your credit card. Then follow through on it.