Best Buy
I have been grinding my teeth and contemplating the expletives I would use in this scathing review of Best Buy and Geek Squad. Yet the Supervising agent at their Consumer Relations department (1-888-best buy) has managed to redeem an otherwise negative experience. Following is a factual account of the events of this service experience. I encourage others to read this and judge for themselves the value of the Best Buy Performance Service Plan (PSP).8/21/2004
I purchased an e-Machine Laptop Model M6811 ($1699.99) and a service policy for $299.99. I was aware of the low quality rating of eMachines in general, but I consoled myself with the assurance the service plan offered.2/14/2005
First problem: The AC adapter power supply failed and the screen hinges cracked and caused the screen to wobble. Best Buy sent the computer to the Manufacturer for repairs which took 3 weeks. If I had not purchased the extended service policy the manufacturers warrantee would still have covered this repair.6/17/2006
Second Problem: Screen flickered annoyingly and hinges again loose. Best Buy sent the computer to the Geek Squad service center. Again repairs took approximately 3 weeks. Screen was replaced. If I had had to pay for this service it would have cost $538.40 plus an undisclosed amount for labor.11/11/2006
Third Problem: AC adapter went out again. Although a minor problem and the Best Buy store carried comparable AC adapters, Best Buy ordered the part. It took 2 weeks to arrive in which time the computer became a $1700 paperweight. I am not sure of the cost of the replacement power supply if I had had to purchase it myself.As a side note, I encourage laptop owners to purchase a second AC power supply since they seem to blow often and at very inconvenient times, at least my eMachine's did.
3/3/2007
Fourth Problem: The screen flicker problem returned and the DVD drive went out. These problems occurred month’s prior and worsened gradually yet I delayed service because the computer was essential to me and I knew service would take 3 weeks or more. Best Buy sent the computer to the Geek Squad service center which replaced the display inverter and DVD drive. If I had had to pay for this service it would have cost $111.99 plus labor.The Performance Service Plan provides a "No Lemon Policy" which states that, "After three service repairs have been completed on an individual product and that individual product requires a fourth repair, as determined by us, We will replace it with a product of comparable performance." This being the fourth repair I had requested consideration for the No Lemon policy. The Geek Squad rep explained that the AC power supply replacement service performed on 11/11/06 was not a "qualifying" repair because it was not a problem with the actual unit. This seemed fair, if a bit disappointing.
7/27/2007
Fifth Problem: The DVD drive had never worked correctly since the last repair. I am convinced that Geek Squad replaced my DVD burner with a DVD ROM/CD burner. Again the computer was too valuable to me to send back earlier. Now, with the warrantee nearly expired I decided it was now or never. Additionally the screen flicker problem returned once again and I couldn't get the wireless network to operate. Best Buy sent to Geek Squad City and instructed again to consider for No Lemon policy.After 2 weeks I contacted the Geek Squad center at the Local Best Buy for a progress report. They told me that the computer had been repaired and would be returned shortly. They had not considered it for the No lemon policy. The replacement of the DVD drive would have cost $101.75 plus labor. The flicker problem was not found and the wireless network issue was merely a mis-setting.
I contacted Best Buy Consumer Relations department at 1-888-best buy. I don't recall the name of the agent I initially talked to, but it hardly matters since he was likely fired shortly thereafter. He checked the status of the computer. Yep, it had been repaired. He checked the qualification for the No Lemon policy. Yep, it should have applied. He talked to his superiors. Would they honor the policy? No.
Here is a snippet of the almost humorous debate, "You should honor your policy"
"Yes, we should but we won't. Your computer appears to apply for the No Lemon policy however I can't do anything since the repairs have already been done"
"But I didn't request repairs. I requested consideration for the No Lemon policy"
"Yes, but there's nothing I can do since the repairs have already been completed. We can't take back a computer that doesn't have any problem. Here is what I recommend. Take the computer back and wait until it has another problem"
"But the warrantee is nearly expired. I don’t have time to wait for the next problem."
"Well there's nothing I can do, I mean, you don’t expect us to junk a perfectly good computer?"
"You expect me to pay the price for Best Buy's blunder."
This went back and forth with no giving on either side until I asked to speak to a supervisor. I got Eric B. Eric was the complete opposite of the former agent. He was professional and reasonable. He put me on hold while he checked the facts then returned. In a short time he explained that he agreed that the computer appeared to apply for the No Lemon policy and that when the computer arrives at the local store I should request an escalation form and return it to the Geek Squad service center.
8/10/2007
The computer arrived at the local store August 10th and I went to Best Buy the following day to explain this turn of events to the Geek Squad agents. They told me that they needed a confirmation number from Eric before they could return the computer. So on Monday I called the Best Buy Consumer Relations department and Eric emailed instructions to the store. Finally, things are gonna get done! Not quite.
8/23/2007
I attempted to contact the local store. Geek Squad no longer answered their phones. Perhaps my number had been black listed. I called the Consumer Relations department. The agents I spoke to were very helpful and explained to me that a part was on order to repair my computer. WHAT! Yep, you read right. They were again attempting to slip by another repair, though the agent couldn't tell me what repair was being performed. The agent contacted Geek Squad City and instructed them to change the service to No Lemon consideration. The agent assured me she would contact me when there was news.
8/27/2007
I was unconvinced and anxious to hear some positive word about my computer so I again contacted Eric at the Consumer Relations department. He was surprised by the continuing problems and told me he would have to investigate more and would contact me in the next couple days.
8/28/2007
Eric called me with good news finally. My computer did apply for the No Lemon policy. He was apologetic for the difficulties I had experienced. While awaiting these repairs my PSP had expired. It could no longer be replaced under the warrantee. Instead, he offered to send me a Best Buy gift card in the amount of $800 to cover the replacement cost for comparable equipment. This was more than fair. The laptop was 3 years old and the technology was worth probably less than this. Further, he told me I could still receive my old laptop back when the Best Buy store received it. This was far more than I had hoped for and I was grateful.
ADVICE
I was not attempting to receive a free computer. I was merely holding Best Buy to their own agreement. I was resolved to accept the bad news if Eric had told me that some of the repairs did not qualify for the No Lemon policy. My computer had had quite a few problems and I will never again purchase another eMachines laptop. That said, it was not entirely junk either. For the amount of use I got from it I was satisfied.
I cannot calculate the cost of labor for the services I received. However, the parts cost that was covered by the PSP came to $752.14 and that does not include the last repair or the AC power supply. If I had had to pay for these repairs myself it could have cost much more than $1000. Monetarily the PSP makes sense.
My advice to anyone shopping at Best Buy is this. Buy a good quality computer, not an eMachine. If you can't repair it yourself buy the Performance Service Plan. Keep your receipts. Write down the Service Order Numbers. Best Buy is very good about repairs during the service period. However, Geek Squad will try to weasel out of the No Lemon policy. When you have to deal with the Best Buy Consumer Relations department be reasonable but firm. When the agent is no longer helpful ask to speak to a supervisor. Again, be polite and reasonable. Eventually, the system will come around, and the more Geek Squad yanks you around, the more apologetic Best Buy will be.
One more piece of advice. It probably doesn't hurt that when they ask for your email address you say webmaster@yoursite.com. This will make the agents gulp. They are sensitive to the threat of negative publicity from website administrators and bloggers. Google Best Buy service plan and you will find many rants from people who have been yanked around until Best Buy realized the bad publicity they were causing.
So is there somewhere better? Not really. Even Dell's famous service has a few bad reports. The point is this; Best Buy makes money from the sale of the Performance Service Plan, not the computer. They hope to keep as much of that money as possible, and they don't make money by giving away free computers.
As the consumer, my goal was to receive the fullest service possible, to get the most value from my warrantee. And I did. Without fraud or even a raised voice I received nearly $2000 worth of service from a $299.99 service plan. Yes, I will do business with Best Buy again.
