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Report: #1495837

Complaint Review: Best Buy - Sugar Land TX

  • Submitted:
  • Updated:
  • Reported By: rickie — Sugar Land United States
  • Best Buy 16980 Southwest Freeway Sugar Land, TX United States

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I purchased an HP computer from Best Buy. The computer had immediate problems. I took this computer to Store #199, Sugar Land and met with the Geek Squad. I was told this was a software issue and it was not covered by any warranty. I asked again and was told specifically by the Geek Squad employee, this was not covered under any warranty. I was told I had to pay $216.49 for a warranty from the Geek Squad to have this repaired.

I called Best Buy Corporate and asked if this computer was covered for this type of an issue. I was told by 2 separate Best Buy employees this was covered under warranty, even by HP. To ensure I was getting a consistent answer, I spoke with Technical Assistance at Best Buy Corporate. The person also assured me this was covered.

I called HP Technical Support to confirm if HP would cover this computer under warranty. He also told me this was definitely covered under the warranty.  I also called Custoerm Service at HP and they told Best Buy was incorrect and this was 100% covered by warranty.  I researched the specific computer on the internet and it also said this computer had a 1 year warranty.

I was deliberately lied to by a member of the Geek Squad so I would feel compelled to purchase an unnecessary service agreement.  Emails to the management at Best Buy in Sugar were ignored leading me to surmise this was condoned by management at this branch.

Be careful of the Geek Squad as they have been unethical and lied to get a sale.  I would never recommend this store to anyone.

This report was posted on Ripoff Report on 05/31/2020 01:29 PM and is a permanent record located here: https://www.ripoffreport.com/report/best-buy/sugar-land-tx-unethical-1495837. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
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#3 Author of original report

Employee Lied

AUTHOR: rickie - (United States)

POSTED: Monday, June 01, 2020

I specifically asked if this was computer was under an HP warranty.  The unethical employee said HP would not repair this under warranty.  I asked again using different verbage and he said this computer was not under warranty and no company, including HP, would repair the brand new computer under warranty.  As I stated previously, I researched and found 5 sources that sasid he was incorrect and it would be covered under warranty.

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#2 Consumer Comment

Not a Best Buy warranty

AUTHOR: Robert - (United States)

POSTED: Monday, June 01, 2020

Unless you bought a Best Buy warranty, which it does not sound like you did, your warranty is through HP.  Which means that if you need warranty service you need to go through HP for repair. If HP does eventually deny the repair, your issue is then with HP and are they covering what the WRITTEN warranty states.

Now, you didn't state what this "Software" issue was, but if it is covered you can expect that the way HP will handle it is to reformat your Hard Drive and take the Operating System back to how it was when it left the factory. They are NOT going to fix your computer with anything you may have added since it was bought. This includes your data. So while you should always back up your data, before you send it to them you definatly need to back it up.

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#1 Consumer Comment

Coverage

AUTHOR: Walter - (United States)

POSTED: Sunday, May 31, 2020

If HP is issuing the warranty then you need to ask them where to get it serviced. My understanding is Geek Squad is separate subsiderary of Best Buy. They don't handle HP warranties.

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