I purchased a Toshiba laptop for my 17 year-old grandson for Christmas last year (2009). In Sept. 2010 he started having problems with it in that it would not power on. Also, when it was working the unit was very hot. I had recently heard that Toshiba was having a recall on their laptops because of overheating, so I also mentioned this to the Geek Squad service rep. He tested the AC adaptor to make sure it was not the power problem and it was okay. He found the problem was with the AC adaptor plug in the laptop which was covered under warranty. It was very loose and not making a good connection. He said he would have to send the laptop, along with the AC adaptor, to their repair facility in California, which I okayed. The condition he noted on the computer was that it had "light scratches and scuffs on the top and back; unit as a whole is very dirty".
A few weeks later I was contacted by the Best Buy service dept. and was told that there was a problem with the keyboard. The keys were "sticky" and to fix that would cost $126. I told him that we had no problem with the keys before and the tech that tested the computer at the store didn't have a problem. I told him to do just the warranty work on it which they did. About a week later I was contacted by the store and was told that the laptop was ready to be picked up. When my grandson and I went to the store, we were told the AC adaptor was bad and we would have to buy a new one for $100. l told the clerk that they had tested the adaptor before it was sent in and it was okay. I asked to speak to the store manager who said there was nothing he could do. He did offer to sell us a compatible adaptor for $50. I told him I could get it cheaper on the internet and left the store very upset.
When we got the laptop home we discovered a crack on the case as if it had been dropped (which was not there before) and the keyboard did not work. My grandson took his laptop to a private computer repair service. The tech. opened up the laptop and found that someone had definitely dumped pop in it. Also, the keyboard was not plugged in and that is why it was not working. He showed my grandson how to clean the keyboard (very simple) and did not charge him anything. The laptop is up and running and working fine now.
I can't believe a well-known company like Best Buy would try to scam us and sabotage the laptop ("sticky keys") to make some money on the repairs. I wish I had read the numerous reports on Ripoff Report before taking the laptop in for repairs. Thank heavens I didn't purchase their extended warranty on this. I have made several high-priced purchases at Best Buy, but I can guarantee you I will never set foot inside another Best Buy store again and will warn all my family and friends about the horrible experience I had.