• Report: #483542

Complaint Review: best buy and toshiba laptop

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  • Submitted: Fri, August 21, 2009
  • Updated: Thu, October 01, 2009

  • Reported By: Edward — HUNTLEY Illinois USA
best buy and toshiba laptop
corprate for both algonquin, Illinois United States of America

best buy - toshiba laptop refuse to replace defective laptop Algonquin Illinois

*Consumer Comment: ...

*Consumer Comment: Best Buy Tried That With Me Too!

*Consumer Comment: Own My Own

*Consumer Comment: Edward..I am on your side..

* : BEST BUY does not stand behind its products

* : People....don't be so hard on Edward...

* : Really

* : Three repairs/replacement

* : Who do you think you are?

* : it gets worse

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I purchased a Toshiba laptop from BEST Buy almost one year ago(sept 19th,2008),i also bought a 1 year extended warranty from bets buy along with a 1 year mfg warrantee from toshiba.About 5-6 weeks ago the DC JACK INPUT became dislodged.I went inot Best Buy with my original paperwork to tehre GEEK SQUAD,I WAS TOLD THEY WOULD HAVE TOO SENd out and would take 2-8 weeks.I told them i use this for business and cannot not wait that long.I spoke to the mgr of the store and was told nothing he could do.I called Best Buys corporate resoultion office and spoke to Nicole Mathis at 1-612-291-1000,her solution which she said came from the general mgr of the store Tim lacken,too come in and buy another computer and when my old one is fixed i can return the new one and other than the restocking fees i could get all my money back.Well i couldnt belive they though i would BUY ANYTHING FORM THAN EVER AGAIN.I than called Toshiba and got some results ,they gave me a number too an authorized repair man and got my computer fixed in 2 days.I was told by there authorized man that this is  MANUFACTURE DEFECT,happens on most of these laptops.I till pursued the corporate office of best buy and never recieved a call

Well yesterday the laptop starting not taking a charged i brouth it back into BEST Buy and some how it started back up.This morning the computer was dead,i assumed the charger must have a short,so i went back into BEST Buy and explained once again,when the tech plugge dthe ac adapter in the dc jack completly dislodged again.

I asked to talk to the gen mgr TIM LACKEN(224-406-2380),he told me although he understands completly again he offered the same solution BUY ANOTHER ONE.he said i would be better off going directly to the authorized tech.I now have a call back into both corporate offices.I REALLY BELIEVE THIS SHOULD BE A CLASS ACTION LAW SUIT AGAINST BOTH COMPANIES.

Best buy blames it on toshiba and toshiba blames it on BEST BUY.

In the meantime all my warrenties expire on SEPTEMBER 19TH,2009.

Please if there is any atty who wnats to handle this email me.


This report was posted on Ripoff Report on 08/21/2009 02:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/best-buy-and-toshiba-laptop/algonquin-Illinois-/best-buy-toshiba-laptop-refuse-to-replace-defective-laptop-Algonquin-Illinois-483542. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

...

AUTHOR: Aussie - (USA)

Well, I know one thing for sure, if you don't have your computer repaired by the Geek Squad or obtain aproval for the repair, even though you had it repaired a thousand times. The chances are BBY won't have the repair in their files and you won't be able to use the anti-lemon policy... And talking about Toshiba, I bought a Toshiba Tecra S2 assorted with a 3 year manufacturer warranty... well it wasn't bought at BBY, and I should have bought it there because I would have been able to use the anti-lemon policy and/or the 60 day replacement policy... To sum up, I lost my laptop for over a year total because of the numerous repairs conducted by Toshiba... In the end they changed every component of the laptop except the LCD because everything was giving up on me one piece at the time... Hard drive, wi-fi card, fan, cd player, motherboard, power supply, battery, etc.

But yes, who is really to blame...

John
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#2 Consumer Comment

Best Buy Tried That With Me Too!

AUTHOR: cerealboxes - (USA)

My husband had an HP laptop from Best Buy a few years ago that constantly needed to be repaired.  At the time, it was the only computer we had and we were both in college, so we couldn't have our computer gone for that long either.  They told us about 6 weeks it would take to get our computer back.  We did this, and sent it in about 5 or 6 times over the life of the warranty.  It was gone for months in total and we had to rely on school computers & staying late at school to do papers & homework.   The laptop had constant issues with the screen display dying and later on AC jack issues too.  We had the 3 year service plan and had to jump through hoops to get the lemon guarantee honored.  Luckily we had a Geek Squad guy who was really passionate about getting it.  It seems like Best Buy sells these plans, but isn't prepared for you to cash them in when the time comes.  We had to sign countless papers and send the laptop back and forth a few times just to get it junked.  One of the times, the service center tried to fix it and claimed it was fixed and wasn't under warranty.  Luckily, again, our Geek Squad guy noticed it was still obviously broken and argued with the service center to get it junked.  When we finally did get another computer, we got a nice Toshiba and basically got it and ran so they couldn't decide something was done wrong and try to take it back. 

This year, I took the Toshiba back to Best Buy even though the warranty expired, to see how much Geek Squad would charge to replace the keyboard.  Forget it.  They told me it would cost "$500, and you might as well buy a new laptop".  I don't know where they got that from because my father-in-law fixed it for the cost of the keyboard mat--$75. I don't take anything to get fixed there anymore. The Toshiba still lives happily :)

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#3 Consumer Comment

Own My Own

AUTHOR: soundkeylight - (USA)

All I have to say is that I have owned my own business for almost 10 years (9 and a half as of this month), and that if this laptop was used for business why in the world didn't you have a backup computer ready?

I consistently back up my files on both computers. The one laptop just sits there and I occasionally power it on for just a little bit to get the information from one to the other. It's common sense. Come on. One computer to work with for business? Don't get me wrong, my backup laptop is nothing compared to regular everyday laptop, but I have it to get me through the time my everyday one fails.

I've been a loyal customer of Best Buy's from day one of my business. Have some things occurred that I haven't been too happy with? Yes. Am I never going to shop there again? NO. What a childish thing to say that you're never going to shop somewhere again. We all know it's a joke. They will typically take care of you as long as you keep your cool. I learned that the first time. You can't accomplish anything by whining and complaining about it until they give it to you. What a childish attribute you have (especially since you've decided to put both numbers on the website here). This is something I would expect from my 6 year old son. Not a grown man.


Here's the facts though: they offered to help you. You refused. Your loss. Not theirs. The manager stretched the rules of his company and you said it wasn't good enough.

Take my advice and buy yourself a backup laptop. Now go cry in your corner about how life isn't fair and it isn't fair that you aren't going to get your way. Take this hard learned lesson of life and learn from it.
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#4 Consumer Comment

Edward..I am on your side..

AUTHOR: Ronny g - (USA)

And, I worked for BestBuy for 6 years.

Look carefully at the terms of your service plan. It should have the "lemon" provision in there. It will state that they can repair it on 3 occasions within the service plans life..if it need to be repaired a 4th time during the life of the plan..they must replace it.

If this is the case..I can't imagine they would not honor it..as regardless of your experience , or your opinion of BestBuy..they are not perfect..they are a business and are out to make money..sure..but they honor their service plans to the letter. I have worked for them long enough to know this for a fact.

Either there is something you are leaving out of this equation..or you are dealing with a bad employee or manager..do not blame the whole company if this is the case.
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#5

BEST BUY does not stand behind its products

AUTHOR: Edward - (USA)

You can tell from the repsonse that each of these persons work for best buy ro another retail company.I have all my documents of the repairs that were done and authorized by toshiba thru there authorized repair centers.It was more than 3 times and each time best buy/geek squad always found an excuse.This computer and its issues is a mfg defect.IF BEST BUY CANNOT STAND BEHIND THE PRODUCTS THEY SEELL THAN THEY SHOULDNT SELL THEM .Yes i do expect a new computer and will see who has the last laugh.
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#6

People....don't be so hard on Edward...

AUTHOR: Ronny g - (U.S.A.)

Yes he did not understand the terms or plan fully..and I agree he refused to let them send it out and now the plan is expiring and he will have no coverage. So he is paying the price..and he is upset.

I don't want to come on here defending him or BestBuy..or the other way around..I always feel for customers that did not understand the terms and lost out.

Honestly..he should have let them repair it..agreed...seems BestBuy tried to help but Edward was not able to lose his PC for that length of time...just an unfortunate turn of events and he is upset...no need to kick a man when he's down..it serves no one.

Now, with that said...and I've see this on the ripoff report a few times..is a poster stating BestBuy will not honor the "extended warranty".

The thing is, I worked for BestBuy for 6 years..and this is a fact..they DO NOT SELL EXTENDED WARRANTIES. Nor or they supposed to imply they do. What they sell are called "service plans" and some premium plans add accidental damage protection for an additional cost. Different products in the store have different types of service plans available and the terms are often different such has what they cover and for how long.

In general, the service plan will cover a longer time then the manufacturers warranty..but it does run concurrent with it. It may or may not cover the same problems, damages or defects and that is clearly stated in the literature so the customers does share some blame if they didn't read it and something is not covered, or how long the turnaround may be if it needs to be sent out.

Bear in mind..although a manager has the final say and can "bend" the rules if they so wish to..they are under some pressure not to take it too far or make too many concessions..as they can get in trouble for it. The service plans as I understand are actually covered by another company and Best Buy has to comply to their terms..or they can lose out. The service plans do earn best Buy profit no doubt..as it is nothing more then insurance..which is always a gamble. The company that covers the plan is gambling that the products they sell will outlast the service plan..and the consumer is gambling that IF something goes wrong..it is covered by said plan. Without the plan..which is in a sense additional "coverage", the customer can only send or bring the product to the manufacturer after 30 days..when Best Buy no longer covers it "in-house".

All sales personal are encouraged to offer the service plans as not only does Best Buy profit off it..but it really can help a customer that otherwise might had to have purchased a new PC for example if the manufacturer will not cover it...and the customer would be pretty upset if they found out Best Buy had a plan to cover it..and it wasn't offered at the time of sale...right?

But I know for a fact the sales staff is consistently instructed NOT to call the plan an extended warranty..nor imply that is what it is..because not only is it not an extended warranty.(it may cover more or less depending), but Best Buy knows from polling that many people do not believe in extended warranties..so they do not offer the plans as such. Now this does not mean an inexperienced sales person did not know better and offered the plan wrong..or implied it was an extended warranty..but it is not Best Buys fault if they did..and regardless the customer should always read the literature if purchasing a plan..or extended warranty... or how else will they know what is covered and for how long?
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#7

Really

AUTHOR: TheSchwenk - (USA)

The problem as I see it is that you are an unreasonable, uninformed customer who believes they deserve special treatment.  If you believe that then maybe you are "special".  It seems to me that everyone involved has been more than helpful in trying to get you taken care of.  The fact that there manager offered to waive restocking fees is going well out of there way.  But that is my opnion and opnions do not matter.  Lets look at some facts. The terms of Best Buy's warranty clearly states that, "In some cases, you may be required to ship your product for repair at our cost."  Also just a little side note, the 1 year warratny offered with laptops from Best Buy is and accidental warranty meaning, "ADH Coverage will provide coverage for parts and labor costs to repair your product as a result of damage to your productthat is the result of an unexpected and unintentional external event, such as drops and spills."  I don't see anything in there about defect from the manufacturer.  So the problem you are having is supposed to be taken care of by Toshiba.  In Toshiba's manufacturers warranty under the large, bold lettering section entitled, "What is Not Covered by This Limited Warranty?"  it clearly lists "On-site service and repair of the Product".  Now if your ability to read is equal to your ability to use and apply proper grammar, then I can understand where you might have overlooked these particulars.  My suggestion to you would be to send out your laptop while you still have time left under your warranty.  The time away from your laptop will allow you time to reflect and perhaps comprehend what being an informed buyer, and an overall positive member of society would be like.  Also, in order to save you the time and effort of going into the store again and having to write another ridiculous Ripoff Report, manufacturers warranties also do not cover if the product fails to warp you back in time, or aid in you finding something constructive to do with your time, so don't bother yelling at people or calling corporate numbers to complain about that.
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#8

Three repairs/replacement

AUTHOR: Blahsblah2001 - (U.S.A.)

Just to clarify- you've brought your computer in ONCE. If you bring it in, they send it out to be repaired, then after that, you bring it in again, that's a repair.
If you bring it in, they say 'yup it needs repairing' and then you turn up your nose and flounce off, that counts as one qualified repair even if you do it fifty times a day for a year.

You have fun with your lawsuit. They offered to fix it and you refused to let them. You have no one to blame but yourself.
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#9

Who do you think you are?

AUTHOR: Neal - (U.S.A.)

Who do you think you are?  Do you think you are someone special?  I don't work for BestBuy but I work in  retail, and you are the "scum" in the retail world who think they deserve something special compared to everyone else.  They offered to send your laptop in to get it fixed, but nooooooooooo that's not good enough for you.  You're one of the people who thinks when it breaks you somehow deserve a BRAND new laptop.  Get over yourself cool guy, you are nobody special and don't deserve any special treatment.  Go start your lawsuit while everyone laughs at you.
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#10

it gets worse

AUTHOR: Edward - (USA)

Not only has the corporate offcie of best buy ignored my phone calls now,but i have brought the laptop back 3 times and now a fourth.The ac/dc jack continues to get dislodged and now this week the swithc to allow acess too wifi/metworks is broke.I called Tim Lacken again and he told me would follow up.I recieved a call from one of his GEEK Squad guys ad its the same story.Back in august Tim explained completly when i reach the third time fr a reoair he could replace,now im being told it take four repairs.My warrenties are all expired as of tomorrow Sept 19th,2009. have snet an e-mail to Tim saying i will follow thru on as many legal avenues as possible,I WILL DEMAD A NEW LAPTOP.
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