Best Buy Bad Customer Service completely screws customers over Seattle Washington

Just to clarify some things.

I assume (I wasn't involved with this case) the customer spoke with Best Buy (BBY) Part search Dept on the phone and attempted to order a replacement Power cord under MFG.. they refused and directed the customer to the local store... The reason for this is because Best Buy part search can only process a replacement part (like a battery or power cord) if the customer has a Best Buy extended warranty (PSP) Plan .. or pays for the item himself - THAT'S IT..
there is no way to override this

In regards to the local store & MFG Warranty

first ...it's VERY important to understand that MFG covers HARDWARE only - not software - the problem with this situation .. the service center would require both the Laptop & AC adapter be sent in for repair (to ensure it's not the DC jack that's loose or broken -vs- ac adapter) this would mean being without the laptop for around 14days, if the customer had any important data on the PC it would need to be backed up (either done himself or an additional $159 fee) or risk the PC being returned with OS reinstalled, like new condition..

there is no method of just shipping a defective ac adapter to the service center & getting a new one shipped back under Best Buy process..

what to do in this situation

the customer needs to contact Toshiba tech support directly, explain that Geek Squad confirmed the AC Adapter was bad, they will send out a new one to him (I assume with free shipping) they *MAY* require the old defective AC Adapter be returned (at his shipping expense) and require a credit card as a security until it's returned (or Toshiba may not want the old part back)

the basic problem here is that the instore Geek Agent didn't realize that Best Buy parts dept can't process.. MFW (non PSP) replacement orders.

none of that sounds legit, i call BS, if the laptop was within the 1 year warranty from Toshiba and you have proof of purchase then Geeksquad will take care of shipping it out to them to get it fixed, there no such thing as a "parts department" to get the laptop shipped, if you did not have proof of purchase(and it sounds like you dont have a protection plan on the laptop either) then you have to go through Toshiba.