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Rene Der Gregorian of El Paso, TX January 6, 2007
Best Buy has neglected to honor the No Lemon Policy on the Platinum Extended Service Plan (500) I had purchased for my Sony Vaio notebook computer. Best Buy claims the warranty is void due to liquid damage. I have contacted the store and the corporate office and explained that I have not caused any liquid damage to this unit.
They wanted to charge me 1,012.00 for them to fix it, which I did not authorize for them to do. When I went to pick up my computer at the store, I was told I was being charged 152.57 for some shipping/labor they did on my computer. I informed the salesperson that I did not authorize them to do ANYTHING on the computer after I found out that they had voided my warranty, he informed me that he would look into it and get back to me about these charges. He never called.
I ended up having to go and pay the 152 w/o any clear itemization of why I was paying this amount in order to have best buy release my computer and more importantly the data inside back to me. After retrieving my computer I asked to speak to the store manager while being recorded but was told that the manager would not talk to me on tape. I then asked for the name of the district manager and they refused to give me his name. After opening the notebook I noticed that there was water stains on the screen that where not there before. I have financial damage of about 2450.00 and a great deal of emotional distress. Dennis of Thornton, CO December 12, 2006
I recently returned a problem xbox 360 through Best Buy Product Replacement Plan. My son waited daily for the mail to get a replacement voucher which came within 2 weeks. Immediately his mother took him across town to Best Buy but after hassling with the cashier and her surpervisor for about an hour, found out that the gift card (voucher) had never been activated.
The store spent much time on the phone with the Replacement Plan people who assured them that a replacement card would be sent to us within another 10 to 14 days. I also phoned that evening and the Plan people assured me the replacement card would be coming. After a week, I again phoned to check the status only to find that nothing had been done to process a replacement card and that in fact, now they would soon be activating the first card. That was Sunday, so I called back Monday to speak to a Supervisor. She told me that action had only been initiated by my call Sunday, so now it would be 10 to 14 days from now that I should expect the original card to be activated.
You can imagine my confidence in this process after going through this.
Gina of Hull, TX August 19, 2006
I bought a sony 50 in 2002. We bought the extended warrenty. It started having horizontal lines running through it. It was a nightmare trying to get someone out to fix it though Best Buy. They sent someone from over 2 hours away who kept it for weeks. About a year later it started doing the same thing- again we finally got it fixed. The 3rd time this happened we asked about the lemon law and were told they could only find where they had sent someone one out once. The 4 year warrenty has just run out and guess what- We once again have horizontal lines and no warrenty. I will never buy a sony again nor from best buy. Their service is terrible.
Darren of Roselle Park, NJ August 19, 2006
I purchased a 26-inch Philips flat panel t.v. in feb. 06. I purchased a extended warranty in mar.06. I reported a problem with the television june 28, 06. I was told that someone would be in contact with me within 72 hrs. I heard nothing for a little over a week. I called back an spoke with a representative gave her the work order number and she told she had me the computer, I offered to bring the t.v. to nearest repair shop. I was told televisions 25 inches or larger has be repaired in home.
I asked to speak with a supervisor and I was told one would contact me within 2 hrs. I heard nothing, I was advised to ask for my money back for the warranty. I went to the store I purchased the t.v. from in Springfield, N.J. The sales rep. had me fill-out the cancellation form. He said he faxed it and that I would have my refund in 5 to 10 business days. That was July 17, 06.
After getting nowhere with the warranty, I had to have the t.v. repaired myself, which cost me 379.67 plus the cost of the warranty which was 275.59. Harry of Butler, PA June 24, 2006
I purchased a Cingular v551 cell phone last year and a 2 yr extended warrantee. The ear piece speaker was slowly loosing it’s volume so I called the warrantee dept for a replacement. They asked me questions, like was it dropped or was it in water, I replied no. I work construction so the phone had some scratches, but other than that was in good shape.
The warrantee dept said I should give them a credit card number and they would send me a refurbished phone. Then when I got the refurbish I should send in my original phone and there will be no charge if the phone wasn't damaged. How much is the refurbished phone, I ask? They replied we don't have prices here. I told them this wasn’t my first rodeo and I had been had by better people than them.
After prodding the warranty dept they finally said it would probably be LIST price - I know that is usually around 350. I ended up going to Sam’s club, got the exact same phone NEW for 20.
Boris of Bronx, NY April 20, 2006
I purchased an ipod. best buy insisted on me buying a 3year warranty without explaining there was one year with Apple. from the very first day, my ipod malfunctioned. It would simply turn off by itself. Until a couple of weeks later, it died. I took it back with my warranty and my original receipt. They took it, a guy by the name of Dolapo looked at it for sometime and put as condition scratched. (those things scratch so easily.) Two weeks later they called me and told me that I needed to pay 300 dollars for repairing it! They said there was a "dent" which, obviously, there wasn't as the salesman Dolapo indicated by writing "scratched" to describe it. I saw the ipod and now it has a visible dent. I didn't cause. Now they're playing semantics.
Art of Louisville, KY April 19, 2006
Purchased an Ipod 8/05 and an extended warranty. Have had the unit back 6 times for repair since Jan 1,2006 - We have had the unit for use less then 30 days since the start of the year. Best Buy wont honor the lemon law part of the warranty with a replacement. They just smile and say - too bad!
Leasa of Murray, UT April 6, 2006
I purchased a laptop computer for my brother who is on active military duty in Iraq, and purchased the extended warranty based upon the sales person's representation that the extended warranty covered anything that went wrong with the computer, including reduced battery life, and especially damage due to wear and tear, heat and sand, etc. The rep stressed that they sold a lot of laptops to military personnel in Iraq and Afghanistan and that the warranty was really essential due to the possible damage and the potential for the manufacturer's warranty to be voided by taking the computer out of the country. So I bought the warranty.
My brother came home for a 2 week leave and brought his laptop with him. The on/off button had stopped working and he couldn't get the computer to turn on. When we took the laptop back to Best Buy, we were told that they could send it back but it would take 3 weeks and even then they most likely wouldn't fix it because it was due to misuse and not a product defect or damage from normal wear and tear!
How can you possibly build a laptop that is supposed to have the on/off button pushed repeatedly and then call it misuse when the button stops working because you've been pushing it? When we said the warranty wasn't worth the paper it was printed on and we wanted our money back, they said "oh well, that's your choice". They did offer to charge us 60 to take another 48 hours to run an in-store diagnostic check but said it would probably cost another 40 to fix the problem, IF it was the problem he thought it was.
The sales reps at Best Buy are absolutely lying when they tell you what the warranty covers and the stores know it and they don't care. No matter what the problem is, they will blame it on misuse and tell you it isn't covered under the warranty. Not to mention, they don't even try to find a way to make the customer happy. I am even more angry because I've sent other people to Best Buy for large purchases (which I will NEVER do again) and now I'm quite confident that when something goes wrong on their product, they will be left holding the bill just like my brother... having paid 100 to 300 for a useless extended warranty.
My brother is taking a broken laptop back to Iraq with him. The broken on/off button will allow sand to get into the computer and will, in all likelihood, end up ruining the laptop. Richard K Bracy of Loudon, NH March 17, 2006
We purchased a Canon EOS digital rebel camera from them for 1000 At the same time, we purchased a 4 year extended warranty. In about a month, it stopped working due to a 'bent pin'. Since it was still under Canon's warranty, to was repaired...no problem. Now, 2 years later, the same problem but it now has to be covered by their extended warranty, and they are refusing to fix it.
Their tech (Shawn) says he believes it should be fixed, it was NOT caused by abuse or neglect. Their customer service person said the repair is 'just too expensive'. Why should they have the right to refuse their obligation to fix/replace or whatever? They never told me it would be refused if it was too expensive to fix. So now they have left me with NO options but to just throw the camera/warranty away. I will never purchase ANYTHING from Best Buy again. For a large company, their treatment of a customer seems pretty shoddy.
Rose of Ship Bottom, NJ March 10, 2006
I bought my son an IPod at this store for his 17th birthday in May, 2005. The sales clerk told us be sure to buy the extended warranty (50) because you will need it, and it covers almost anything that can go wrong. In November, the hard drive "crashed" and had to be replaced. This took 3 weeks, but was fixed. In February, it stopped working again. No display, no power. Back for repair. We told BB to ship it to our house, but it was sent back to the store 3 weeks later.
The courtesy of explaining it was not fixed when they called to say it was ready would have been great as we were expecting the IPod to work. When I got there, I was told by the Geek Squad that there was "liquid damage" and it could not be fixed. My son, who is a cross country runner, was using the IPod while running with the team when a brief rain shower occurred. He covered the IPod with his shirt, but it still got wet. The Best Buy manager said that neither Apple's warranty or our extended warranty with Best Buy covers the damage. The IPod can't be fixed and we would "Just have to buy a new one."
He could not offer me any options or solutions, and I felt that his attitude was telling me "you've been screwed over so accept it." I told him that they do not stand behind their products or warranties and would never buy anything from Best Buy again. His response was "that's your choice." I feel that they completely botched every customer service opportunity they had with this problem & just made everything worse. Best Buy wouldn't even offer me a discount on another IPod, although I wouldn't buy another IPod again, or anything from Best Buy. They also would not refund my 50 for the 3 year extended warranty.
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