Complaint Description:
I purchased my Macbook Pro from the same Best Buy I am experiencing service issues with. I brought my Mac in for screen replacement because of a small crack on the lower left side of the screen. The damage was caused from my cat pouncing on my computer screen. There was no external case damage caused nor was there any other problem with the computer. I brought my Mac in for repair and when I received my computer I noticed that there was damage to the case and the screen had several colored lines scrolling across the screen when powered on. I called Geek Squad and was told to bring my Mac back for repair. They sent my Mac out again and told me the problem was resolved. I returned home for the second time and noticed the issue with the damage to the case and the lines across the screen. I called and left a message immediately and was not called back.
I finally ended up calling on 03/06/2011 and spoke with manager Ray Arroyo who told me that the computer was damaged prior to my repair and he said that the computer was not found to have any issue with the video card which might be causing the lines to scroll across my screen. I told him the computer did not have case damage on the left hand side of my computer prior to bringing it in for repair and the issues with the video card were also not a problem until after they replaced my screen.
Ray refused to fix my computer for the third time without proof that the screen issue was occurring. He told me to take a picture of the problem and then he could send it out again but if they could not replicate the issue they could not fix the computer. Ray also said, he would not repair my case because damage was noted.
Ray was not helpful at all and he refused to take my service issue seriously considering this would be my third time into his service center. I asked him I to speak to his supervisor and he said he was the manager of the geek squad. My problem has still not been resolved. And I now have the screen shots that were requested.
Desired Resolution: I want my case and motherboard/integrated graphics card replaced to resolve my screen issue. If this does not resolve the issue I want a full computer replacement. My warranty says that they will replace my computer if they can not resolve my issue. This is the third time I am bringing my computer in for an issued I did not have prior to bringing my computer in for screen replacement. I believe Geek Squad damaged my computer when replacing my screen. However, they will not admit to causing the damage and they clearly want me to eat the cost and waste my time. I paid for an extended warranty and they need to honor it.
