Best Buy and fixing computers

The other day I had to take my junk presario 5726 to Best Buy to have the dvd drive replaced. I bought a 3-year warranty from them for $100. The thing is…I could replace the damn thing while blindfolded but they won’t let me. They said it might be 5-6 weeks. Does anyone have any horror stories about sending the pc to Best Buy for repair?

Hi, Billy Ray. Welcome to the SDMB. Wrong forum though.

Why won’t they let you replace it? And who is “they”? Best Buy? Or Compaq?

I’ve never taken my computer to Best Buy, but know people who have. The only thing I heard was the cost of repairs – very high.

The computer was still under warranty so compaq should have sent the free part but wouldn’t. I tried to give them the dvd drive and have them ship a replacement. I also tried to give just the dvd drive to Best Buy but they said I had to bring in the entire machine.

Okay, this is the deal, man. I work for Best Buy. Don’t consider this the official word or anything, just a token from a guy in the know.

Compaq only licenses two companies to work on their computers, AFAIK, we’re NOT one of them. That’s why Compaq wouldn’t send the part to us, we had to send it to them. They COULD have just replaced the DVD drive with one off the shelf, that’s the whole freaking reason you GOT the service plan.

You purchased the service plan, which means that they SHOULD ignore the manufacturers warranty. That’s why you BOUGHT the damned thing. But some service guy is playing dickhead and doesn’t want to spend THEIR money to cut into THEIR profit margin to service it under YOUR service plan. Don’t let them do it. I can quote the service plan or get you a new copy specifically outlining the service policies, if you’d like.

You bought the plan, and they’re trying to play dirty ball with you, making you go through manuf. warranty anyway. Don’t let them. Talk to the MOD (call them an M.O.D., it’ll shock the service guy into compliance), if he won’t help, talk to the GM. If the GM won’t help, I’ll get you the number for the damn Regional GM. If he won’t help, we can go even higher, Lord knows I can get their numbers, all I need is your city name.

DO NOT LET THEM MAKE YOU WAIT. That’s why you bought the service plan. I cannot stress this enough.

They have the ability to replace the DVD drive with one off their own shelf, making wait time NILL. Make them do this. DO NOT LET THEM MAKE YOU WAIT!

Be an asshole if you need to, don’t let them push you around. Make a stink, be loud. Make yourself known. Don’t just sheepishly accept what’s given to you if you think you deserve better.

What’s that? TIM, of all people, advocating a customer being a jerk? Yes. Because he is being lied to, mistreated, deceived, and most of all, wronged.

You bought the service plan, and even though they aren’t explicitly saying so, they’re not honoring it. Make them.

–Tim

mblackwell is correct; as posted this thread belongs in IMHO.

But Homer’s kick-ass response (good show, BTW) puts things back in GQ territory. So I’ll leave it here for now.

broys, let us know how Homer’s advice works.