Best Buy, Geek Squad Laptop under 3 year warrantee has been repaired 4 times in 9 weeks. It's a LEMON Dublin Ohio

This is an ongoing situation regarding a "lemon" laptop purchased November, 2005 with a 3 year extended warrantee from Best Buy. Below are copies of emails sent in frustration to Best Buy regarding the many repairs since June, 2007.

I am never sent a personal response and have noted that neither Best Buy or Geek Squad have email contacts for customers. No accident, they don't want to be contacted!

I just found out yesterday that the laptop IS BEING REPAIRED, AGAIN! The cost to Best Buy has to have exceeded what I paid for the unit, a moderate Compaq laptop.

I am keeping good notes. I am working toward having the laptop replaced as it is a lemon and Best Buy has a "lemon" policy that I believe this laptop qualifies.

teddysmom

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[CHIEF INSPECTOR]

Ticket ID: 1393
Subject: FW: best buy
Date: Thu, 30 Aug 2007 17:16:37 -0400

Best Buy
Service Order # 00156-918752741

Fax: (612) 291-4001

Please note that the above referenced service order is for a laptop, now in your Kentucky facility awaiting repair or designation as a "lemon". Please be sure, the laptop is a lemon.

The computer has been returned to your Dublin store many times in two months. The motherboard was replaced on the first repair and the LCD Inverter replaced. The second time it was brought in for service, I was told over the phone that the mother board should be replaced again after laptop continued to randomly turn off. It has had the LCD Inverter replaced, thermal paste applied, internal control adjusted; all in several visits in two months. It is likely that the mother board needs to be replaced again. Viewing the past service orders, an internal adjustment was made - in lieu of replacing the mother board the 2nd time???

The laptop is a lemon. The cost to Best Buy to replace the Mother Board is $383.17 = not worth it to you or me.

Below is a copy of an email sent July 10, 2007, detailing my frustration at that time. Six weeks later, my frustration has really intensifying. I NEED my computer. I need my computer to be reliable. I am constantly having to use pin drives to transfer my information from my computer to my son's or husband's and their software is not compatible with mine. I am sure I have lost valuable documents and information in all the shuffling. I finally bought an external hard drive at $80 to back up what I feared might be lost forever.

Please, please, do not send back a "form" response that assures me that no one read my email. Please respond to my specific email as soon as possible.

Thank you,

(Re: Repairs & Parts (KMM4790609I85L0KM)
From: BestBuy.com Customer Care (onlinestore@bestbuy.com)
Medium risk You may not know this sender. Mark as safe | Mark as unsafe
Sent: Tue 7/10/07 12:31 PM

I am Ana with Best Buy Customer Care.

I apologize we did not meet your expectations with the repair of your computer. Best Buy strives to make each experience you have with us positive and as fun as possible. We are disappointed if we do not live up to that expectation. Best Buy relies on feedback, both positive and negative, to help us find areas for improvement. Let me reassure you that your
comments have not been taken lightly.

Thank you for helping us improve our service. We look forward to your next visit to one of our stores or to BestBuy.com.

Sincerely,
Ana
Best Buy Customer Care Team

Original Message Follows:
------------------------
This inquiry is related to: Web
Tue 7/10/07

My inquiry is specifically related to: Repairs & Parts
Order Number: 00156-908628966

Questions or Comments:
I am writing in regards to my laptop purchased from Best Buy in Dublin, Ohio in November of 2005.

The laptop was taken in for service on June 19, 2007 for what was diagnosed as a bad mother board. Many programs gave a "dll" error and were unable to even open. The situation started out as a mild annoyance but quickly
grew into a much bigger problem. My instinct was that the hard drive was also compromised - all of which was relayed to the Geek Squad at the store.

I was contacted on approximately 2 weeks later - my laptop was fixed. When I picked up the computer, I reiterated my original concerns to the tech who assured me that indeed, everything was fixed. I brought the computer home only to find that indeed, it was not fixed.

The mother board may have been replaced, but the problems are not solved. I cannot open the programs I use constantly. "dll" and other missing element errors keep coming up.

Because of concerns about losing any more information stored on my computer, I spent days with a pin drive coping the information I could and transferring it to my husband's computer. Because of my desperation to have my laptop up and functioning, I attempted to reinstall Windows xp. Now the computer is not even booting.

I will be bringing the laptop back to the store and this time, I want it repaired properly and completely. I am writing this as a "heads up" to the national customer service and the store heads that I am expecting better service this time.

Teddysmom
dublin, Ohio
U.S.A.




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