I bought a Toshiba Laptop for my son to use for school, as it is a private school, and all of the students are required to have their own laptops for use. Because I was concerned about accidental breakage, I purchased the 3 year accidental coverage for $250 additional. The purchase was made on July 23, 2011.
Three days ago, he noticed a crack in the screen after it fell off of a table, so I took it to the store today, November 17, 2011. I took it to the store I purchased it from because when I had purchased the accidental coverage, I was told that I could take it to the store we purchased it from, and they would either fix it, replace it with a current model, or refund the purchase price entirely. This was the ONLY reason we bought it from Compusa over BestBuy (which had similar coverage, but only a 2 year accidental plan).
The service rep at the customer service counter informed me that I should call the number on the brochure (I still had ALL of the paperwork/packaging/etc.). I thought this was merely a formality to the store fixing the laptop as they had promised. I went out to my car and called the number on my cell phone. The first attempt to call, a rep named Brian answered the call, asked me what had happened, didn't take any of my information, and asked me to hold while he did something else. I held for 5 minutes, and he did not pick back up, so I hung up.
I called again, and Brian answered the phone again and I informed him that I was on hold for 5 minutes, and he didn't offer any apology or reason, he again asked me some questions, and then took my information. He then informed me that he would send me a box, that should arrive in about a week. I needed to put my laptop into that box and send it back to them. He then said if they were able to repair the laptop, it would take 1-2 weeks, and then they would ship it back to me, which would take another week.
I informed him that my son needed it for school, and that when I had bought it I was told that the repair would take place, onsite, in the store. He informed me that sending me the box and my waiting was the ONLY way that they would honor their warranty. I asked him when he thought I may expect it back, given they were able to fix it, and he said most likely with the holidays, probably after the first of the year.
I hung up with him, and went back into the store and asked to speak with the manager. A man named Mike introduced himself and asked me how he could help me. I informed him what was going on, and how I was told when we had purchased the laptop we were told any repairs would be quick and instore, and I informed him that due to my son needing to use a laptop for his studies, that I would need to either get a loaner or purchase another laptop, as I was not told about needing to ship it out.
He informed me that they no longer had a relationship with the service company that they used when I had bought the laptop, therefore all of the service through that company needed to go directly through them, and since they no longer used them, they no longer did any of the work in house. He also informed me that because they no longer used that company, the only service that I would receive was through them directly, I.E., no replacement or refund.
I informed him that nowhere on my receipt did it state any relationship other than one between myself and the store, and any issues that they may have had with a prior service provider was not my issue, and that CompUsa should cover the repair as we were told it would be covered when we purchased the laptop. He took my name and phone number, and walked away, saying he would see what he could do.
As I walked out to my car, I thought to ask him another question and started to go back into the store, only to see him leaving the store, getting into a car, and driving away. I decided to call the CompUsa 800 number, which is mainly a voicemail automated system, and the selection for retail purchase actually says to go back to the store of the purchase, and does not offer any phone support.
I selected to talk to a commercial agent, and told her my story. She seemed really apologetic, but said that she didn't deal with retail sales, but she would create a complaint ticket and someone would be in contact with me in 48 hours.
So here it is Thursday night, my son hasnt been able to participate in his classwork for 3 days and it doesn't look like he will be able to have a laptop by Monday. If he misses much more work, he will fall behind. The school is simpathetic, however; they have asked if we had a backup laptop for him to use, which we don't.
I am very confused, since we purchased this $250 plan, and was told it was the "Cadillac" plan, would cover just about anything, and if they couldn't fix it, they would replace or refund it. Now it seems that I believe they were lying to me the whole time, as a niave new employee (said it was his first week) was standing there listening to me speak with mike, and said that what I told him was what he was trained to tell all customers with regard to the accidental coverage, and he himself didn't even understand why they wouldn't fix it. The other employees that were around while I talked with Mike just sort of walked away when he said he would see what he could do, almost as if they had been there/done that.
My issue is I have paid a LOT of money for a laptop that I have had for just over 3 months, and it looks like it will take a month to a month and a half to get back fixed. I don't understand how they cannot honor a warranty that I paid a LOT for, just mere months after the purchase. It is looking like I will have to go out an buy a second laptop, or else my son will suffer in school.
If anyone has any experience with this matter, or similar, what did you do to correct the issue, and what do you suggest I do, as I am out of options. I will give them until Sunday to call me, but if I can't get some resolve by then, I will have to purchase another laptop. If I do that, I will have no choice but to go to the clerk of courts office and pay to file a small claim against them for the amount I originally spent as well as my time and cost for the new laptop.