Best Buy Extended Warranties

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Ken of Prospect, CT November 19, 2008

they gave me a form with the web site to register the product for its warrantee information. upon typing in the site address...there is no site to register the sony blu-ray disc/player

Karen G. Brothers of Mclean, VA November 17, 2008

Purchased HP laptop for son for college. We purchased the extended warranty (297.00) as recommended by sales person for totla replacement if anything goes wrong. My son experienced some problems accessing his files so we took it in for service. Theysaid it sounded like a hard drive issue so it had to be sent to Kentucky for diagnostic tesing. They did in-house testing and told us it was not a software issue. To send it out for service would take 3-4 weeks. This was a serious problem for my son as it was exam time and all his work was onthe laptop.

I contacted Best Buy customer service and the service was expedited. When it came back Best Buy told us it was an operating system software issue and if we wanted it fixed it would cost us 125.00. Now my problem is that the computer came withthe operating system installed and no recovery disk so why do we have to pay for them to correct what is wrong, and why isn't this covered by the warranty? Icalled HP and was told that we are supposed to create a recovery disk when the computer is purchased. I have never heard of this before and there was nothing that stood out in the box telling us this was an important thing to do. If it was so vital it should have beenthe first sheet of paper inside the laptop.

So it cost me 22.00 to have a recovery disk shipped. I truly thought that I legally own the software that comes with the computer upon purchasing it. In additon to ordering a recovery disk I tried to create a recovery disk from the instruction inthe owner's manual. I bought expensive disks and tried twice and was unable to complete the process. Both times I got an error message. So this tells me there is a defect with the computer and not necessarily a software problem. I firmly believe that Best Buy should replace the computer because it is defective or HP should repair the operating system at no cost to me.

My sons has been unable to retrieve his school work and has been forced to use someone else's computer to get his assigments. He have been inconvenienced by the inability to use his school computer. I am out of pocket for the cost of the recommended DVD's I purchased to create recovery disks not to mention the time we bothhave spent going back and forth with Best Buy and HP on this issue.

Debra of Harrisburg, PA October 19, 2008

I purchased a Rival electric skillet on5/19/08, along with their extended warranty which cost another 8.99 plus tax. Two months later, the inside of the skillet began peeling off in very large pieces. I called the 800 # over the course of 3 months at least once a week for pick-up and each time was assured that it would occur within days. I finally became frustrated, and returned it directly to the store and received some monies back in the form of a store credit.

For three months, I was put off, kept the skillet in the original box in my living room, taking up space and eventually lost money returning it. I'm not sure who was worse, Best Buy, or the company Rival.

I use the electric skillet a lot, and it sat in my living room for three months. I lost the original 8.99 plus tax. And it was basically a complete waste of money. Not that it was a lot, but I am on a limited income, and can't afford to throw one penny away, let alone 10. or more.

Vickie of Arrington, VA October 17, 2008

My pc monitor was less than 6 months old when it suddenly died on me. I had purchased the 4 yr. extended warrenty plan also and at the time of purchase was led to believe that if ANYTHING happened to this monitor that they could not repair there at the store that I would be handed over a new one. WRONG! No it was repairable they told me but would have to be sent away and would be back in a week no more than two. It has now been 2 MONTHS and still I am without my monitor!

Every weekend I went to their store and stood in the customer service line and it was always the same, it's still at the service center, we will call you on Monday to let you know something. Never ONCE have they called me! It's always been me calling or going to their store! Several Mondays ago I was told they have now decided to REPLACE the monitor(I think they lost it because at one point they didn't even know where it was)but not on that day could they give me the replacement. No I must wait again, now for them to receive a authorization number from the Samsung factory to replace the item.

I've been waiting an additional 3 weeks for them to get this number! So I ask the last time I talked with them being I have waited so long if they could just give me my replacement and let me be on my way and they could get the number when they get it? She said she would ask her manager when he came in that afternoon if they could do that for me and she would call me back that day to let me know either way. That was close to a week ago and I'm still waiting on that call. Best Buy customer service is beyond bad.

I recently had to go purchase (elsewhere) another monitor just so I'd have use of my computer. And I'm still waiting on replacement of the one from Best Buy, I wonder sometimes if they will EVER get this number and will I ever get the monitor back or maybe a refund? Right now I feel so violated, I feel as if they are getting over on me and in the end will have taken me for several hundred dollars and nothing to show for it.

After a month of waiting had to purchase another monitor costing me over 300. Trip to and from their store to enquire about the item, I live at least 40 miles away, probably have spent 100 in gas. Long distance phone calls to their store enquiring about the item.

Glenda of Mission Viejo, CA October 3, 2008

Keeping this simple, I purchased a Laptop with extended warranty and I was able to prove Lemon Law. (This in and of itself was very difficult and recieved opposing information and non specific information. Upon the 4th return I could not get a straight answer on my Lemon Law & Warranty replacement spending amount. I kept notes on conversations and have emails to prove this. I had to provide all of my reciepts and even then I was shown the cheepest computers and was told if I wanted anything more expensive I would have to pay the difference... even though my original computer was close to 1500 several years ago.

I stuck to my guns again I have detailed notes and finally after a couple of months of back and forth discussions was allowed to choose a computer at the full purchase price. They tried very hard to put me in a computer barley a couple of hundred dollars more that the warranty. I did not find out I was going to get the full amount towards a replacement so I couldnt research the best computer for me.

Then, when finally found what wanted (one was on display), they didn't have any in stock. So, the manager tried to sway me toward another computer... I insisted on that one so he ordered it onlines. Which, I ended up paying taxes for a Lemon Replacement and I had to pay delivery charges.

I had recently started an online business. My old laptop kept shutting down. I hated to turn it in because I knew how long (usually over a month at a time) I would be without it. But, I did, and it took me over 2 months to get the new laptop. I really want to video tape the situation that occurs when I go to the store and request my money back for the taxes I should not have paid. Please let me know what you think I should do and any advice. The way I was treated as I told the corporate office...'I am beginning to feel like this is some sort of conspiracy, I am not stupid, and I want straight answers!' andled.

Perdeep of New Windsor, NY September 26, 2008

I was sold a premium service plan for my laptop that they never honored. I had dropped of my computer several times for overheating and they still have not resolved the problem. I just dropped off the laptop for the same reason on august 7. today is september 26, 2008. I still don't have my laptop (BTW..my plan indicates that I should have my laptop within 7 days).

what does that say about best buys's customer service. I would never buy anything from best buy ever again.
HAVE NOT had the laptop

Dean of Westbury, NY September 24, 2008

I purchased an e machine computer about a year ago. about 7 weeks ago, it failed to power on, and I returned it to best buy for repair. They sent it to kentucky- the repair center and after 4 weeks, it came back, supposedly fixed. I plugged it in at home, and it still did not work- it wouldn't go on at all. I returned it to best buy- where it has been ANOTHER 3 weeks- and still, I do not have any idea or notice from best buy as to when it will be repaired. I do have an EXTENDED WARRANTY- which I paid extra for when I purchased the computer. I am getting no response from best buy, other than, it's being repaired- but nothing has happened. This is very very bad.

The lack of a computer has caused my family a good deal of distress and time consuming annoyance. We have had to go to the library and to other locations to use a computer- my son is in high school also, and he badly needs to use the computer. There is no reason that I can think of that BEST BUY is failing to live up to its warranty. In my opinion, BEST BUY is NOT a good place to buy anything!

Katia of Bayonne, NJ September 18, 2008

I bought a TV in October of 2005 and purchased the warranty they claim in wonderful...Thats nonsense! The TV began to have a problem with it on July 17th, 2008 and I called Best Buy which in turn told me a service repair company would call me and scedule an appt. After waiting for a call over a week I callled Best Buy again and they gave me the service repair phone number. I scheduled an appt. for a Saturday and they claim no one was home and I was waiting for them. They reschedule an appointment for the following Wednesday, the tech picks up the TV and brings it to the shop. After numerous problems, ordering the part, not receiving the proper information, not scheduling an appt., giving me the wrong date of service, etc. they finally deliver the TV on Aug. 23rd not working! The tech tells me I have to schedule a recall service appt. with Best Buy again, and still to this date they have not picked up the TV.

They scheduled me three times and they have a million & 1 excuses, they each blame each other and they sound like robots when they explain to you their protocol! I will never purchase another item from them again and in turn I'm going to go on a local TV station and complain about my incedent. hoping to get the word out about how incompotent both Best Buy & Frontier Enterprises is regarding following warranty issues!

We are incovinienced by not having our television. I have 5 kids and they all like to watch different programs thats why I purchased several televisions. Its aggravating and I thought thats why we purchase the warranty to make our life a little easier not to be inconvinienced.

Elyse of Leavenworth, KS September 17, 2008

My front load Maytag washer stopped working. I called to report the problem to the extended warranty department and that started the run around. Initially I was told that special approval would be needed for the mileage to my residence, although I am located in a city limits. One week passed and I had to call back to get the repair date scheduled After that, the tech showed up and did not bring any parts, although I had furnished the repair codes flashing on my machine. I waited another week, and when I called to inquire about the repair date, was informed their records indicated the repair had been completed.

This entire process has taken over one month and still don't have a washing machine. When speaking with a supervisor, I asked to speak with their supervisor, and was told there is no one higher to speak with, although I really don't think I was speaking with the CEO. I will never purchase another extended warranty from this company, and will neve shop with Best Buy ever!

My clothes were in the washing machine for over 2 1/2 weeks, and since the door would not unlock, they were ruined because of the mild dew on the wet clothes. I also lost income, because of the days I had to take off work for the first service call, that did not fix the problem with the machine, and the second service call to fix the machine.

Ian of Huntington Station, NY September 16, 2008

I bought a computer 2 years ago and purchased an extended waranty with it which I was told if teh computer was damaged in any way by any means it would be fixed or replaced for 3 years. I dropped my computer several weeks ago and brought in it to best buy a week before college started up again for me. I had over 6 months left on my waranty, I explained to teh geek squag consultant that I was starting classes in the next week and 2 of those were dependent on me having my computer back in order to pass the class. I asked if I would have it back in time and was assured I would, On the form I recieved from geek squad on the service order it had a completion date of september 5th 2008,.

on the 7th i went in having still recieved no word and was told that the recent huricane slowed shipping and that I would have it monday or most likely but I would definetly have it wednesday the absolute latest, the 10th of september. The thursday after I went in again and was told they recieved all the parts and were working on it, two days later I was told all the parts were on order, later that day I was told all parts had been recieved, the next day I was told all parts were ordered and they were waiting for them. I was then told that emails and escalation forms had been sent to the service center but that there was no way to contact them. I explined that I was going to have to drop the 2 classes I signed up for because I was assured I would have my computer then was reassured I would have it so I did not drop them. Now I have the option of failing or dropping them but having to pay several thousand dollars for late drop.

I was told only corporate or the service center could authorise the exchange but that the service center can not be contacted by anyone at best buy, So i called corporate and was told they could do nothing that only the manufacturer or the service center could and to return to the store. I went to the store again on the 14th and was told that all parts were on order and nothing could be done. I explained my financial loss if I did not have a computer by the 15th and was told oh well buy a new one or call corporate, I called corporate again and was told they were sorry. I was continuosly lied to but there was nothing they could do that I could buy a new laptop but that as far as me loosing out on school work and money because of the lies I was told by their employess nothing could be done aside from a 75 gift certificate to best buy an escaation form to the service center and a report on which employees lied to me.

I explained I did not want anyone to get in trouble or fired over this that I did not want any handout or appology that I simply wanted the waranty that I paid for and the service I was promised by the time I was assured and promised by multiple employees, This was not one best buy employee but rather 3 in geek squad their supervisor two on the sales floor one in computers a cashier and teh geek squad manager. I was told that if after 45 days I did not recieve my computer then something coule be done, 45 days, after I was promissed it would be no more then a week and a half.

As a result of what I was advised to do from geek squad and best buy I stayed in my classes and did not drop because I was assured I woul dhave my computer back in time. I was told this even after I explained the potential loss in money ,school , grades, and work,. I absolutely feel that on multiple trips to the store multiple employees told me what they thought I wanted to hear in order to shut me up and get me out of the store. Along with the financial loss from school late fees and work with canceled appointments, irate clients, and missed deadlines I also now appear to be incompetent and a liar because I followed the advice and assurances of multiple best buy employees. I have recieved nothing but misinformation, automated responses and lies from best buy and its employees.

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