Beth
Bear,#2Consumer Comment
Fri, January 23, 2004
I don't know if this will help. But I had a computer DOA on me from Best Buy in 1998 ( A Compaq Presario). I had the in home repair warranty. they replaced everything - one thing at a time from hard drive ( twice) memory and then mother board. it still would not boot up and stay up for more than 5 minutes without crashing. They tried to stall me with the whole - someone will be out, and as soon as the new parts come in... I packed the machine up, carted it in to the store - and stood there. I'm a short red head. a short red head occasionally crying over a dead computer that Best Buy could not fix - that they had tried to fix 4 times. I got credit for the original price I had paid - and bought something other than a Compaq. An Acer system that worked well for 4 years. But Best Buy has gotten more hard headed in the past few years. Bringing the computer to the store that you bought it - with all your paperwork probably won't work anymore.
Terry
Cincinnati,#3Consumer Comment
Fri, January 23, 2004
Thank you for your reply. The computer was an HP 9800 custom designed. I cannot for the life of me understand why they have sent their subcontractor out on three (3) occasions to replace a writer when it hasn't worked the first two times. I did find names on their web site for the Public Relations people and emailed my complaint to them. I also filed it with the Better Business Bureau and the Ohio Attorney General's Office. Repackaging the product sounds just totally ridiculous! I am appalled at their treatment of customers and their policies...a total lack of concern after the sale. I had not been in the store since I purchased the computer...and did not want to go back when I took the monitor but had no choice. The Tech Manager suggested that I bring my PC in to him but after reading all of the complaints that I had read there was no way I was going to do that. Anything could happen and I would just be stuck. I'm definitely not letting them look at it. Perhaps an independent analysis would be beneficial if I could find the right person... Thanks for your suggestion I truly appreciate it.
Terry
Cincinnati,#4Consumer Comment
Fri, January 23, 2004
Thank you for your reply. The computer was an HP 9800 custom designed. I cannot for the life of me understand why they have sent their subcontractor out on three (3) occasions to replace a writer when it hasn't worked the first two times. I did find names on their web site for the Public Relations people and emailed my complaint to them. I also filed it with the Better Business Bureau and the Ohio Attorney General's Office. Repackaging the product sounds just totally ridiculous! I am appalled at their treatment of customers and their policies...a total lack of concern after the sale. I had not been in the store since I purchased the computer...and did not want to go back when I took the monitor but had no choice. The Tech Manager suggested that I bring my PC in to him but after reading all of the complaints that I had read there was no way I was going to do that. Anything could happen and I would just be stuck. I'm definitely not letting them look at it. Perhaps an independent analysis would be beneficial if I could find the right person... Thanks for your suggestion I truly appreciate it.
D
Albany,#5Consumer Suggestion
Wed, January 21, 2004
When I read about your frustration with Best Buy, I was not surprised. You have a lemon computer that was probably returned by someone else who had similar problems and then sold to you. Every retail store will tell you that they don't sell defective returned merchadise in their store. But if a manager deems it NOT defective, it will be repackaged and sold again. How do I know? I am a former manager of a Best Buy! I ran the music department, and let me assure you, we were told the cds returned were probably not defective, so go in the back and have someone repack them. Best Buy along with every other retail store in the world, is looking at profit margin. And manufacturers will not give credit for many different items returned to them. manufacturers decide whether to give the company credit, and often don't, so places like Best Buy are encouraged to sell the returned items. Hey, if they are returned again, maybe then we will leave them off the shelf, right? Best Buy also owns Suncoast, Sam Goody, Musicland and some independent small chains. Their policies are the same there. But it doesn't mean that each store doesn't have a independent staff that will deal with problems with returns differently. People often make the mistake of associating one store's misdeeds with the entire company. But occasionally you must go to corporate and play hardball. Warranties are the biggest money makers for companies like Best Buy. The biggest profit margins available. Do you realize that only roughly 13% of those warranties purchased are actually used? That is why you are harrassed to purchase them when you go in and buy a computer, stereo, phone whatever. Best Buy runs their Cd, DVD, VHS sections at a virtual loss. It's like wal-mart. You cannot make a profit on a CD without selling it at $19.99. So they drastically lower the price, loose profit and make it up when you buy a computer. And because they have other aspects of the computer selling the items they undercut at a normal higher price, they still make a tidy profit. Make copies of the rip off reports, including this one, and get fax numbers. Fax them everywhere. Tell them you will organize a boycott of their most profitable item to date: The Virgin Mobile Phone. I do not belief that the corporate lady you spoke to was very important because she kept sending you back to the store manager. You need to ask for a phone number or web site for DISTRIBUTION OF ELECTRONICS. Start the harrassment with them. What kind of computer was it? make sure you have everything documented and start faxing. You will get what you want. DO NOT GO INTO THE STORE AND PITCH A FIT. It is not necessary and you will be thrown out. I would also advice that you take the computer to another professional, make sure that professional takes pictures and documents what he finds. DO NOT TELL HIM TO FIX IT. Your warranty forbids it. They will probably tell you you voided your warranty by just letting someone else touch it. But by this time you need proof what is exactly wrong with it, and you tell them in three years no one at Best Buy could. Also, when you speak to corporate, ask for the spellings of the proper names that you will be putting in your lawsuit against them and for your local investigative reporters report. Be nice, and tell them you only want to get everything accurate. If you don't get what you want by then, there is something seriously wrong. Good luck and proceed with Caution