Complaint Review: Best Buy - Evansville Indiana

I purchased a Toshiba Laptop on 1/22/01 from Best Buy in Evansville IN. The computer failed to turn on (or do anything at all) in 12/01. Logically, I called Toshiba. They informed me that the factory warranty had expired in 12/01 and that it was not longer under warranty. I had purchased an open item - no problem, I had bought an extended 2 year service agreement from Best Buy. However, the SERIAL # on the box did not match the SERIAL # on the laptop - BIG PROBLEM.

I took the laptop into the store on January 10, 2002 for repair, they noted the incorrect ISP #. On January 28th, I called the store to inquire about the status of said repair. The "tech" told me I needed a new motherboard and advised they had ordered the parts but were at "toshiba's mercy" as to when they would actually receive them. He encouraged me to call back and check in a week or so. I attempted to call in a week but the phone was busy every day during business hours. Eventually I gave up and called 1-888-BESTBUY and chose option 5. Option 5 told me I needed option 2 and option 2 told me I needed option 5. Option 2 eventually told me that I needed to go to the store to inquire if I could not get through on their local line. Wouldn't I have done that already if I had the time?!!!!

After another four days of busy signals I get someone on the phone that tells me the parts had in fact been in since January 17th, and they didn't know what the problem was or why it had not been fixed, or why the "tech" had lied to me a week earlier. They took a message for the service manager and assured me somone would call me back - no one did. I called again on 02/08/02 prior to going on vacation for a few days, and they told me they would do whatever they could to ensure I would have it when I returned. I returned on 02/05/02 and it still was not fixed. Alas, the service manager called on 02/19/02 to advise he had an e.t.a. of 02/23/02 but it could actually arrive sooner than that. He called again on 02/20/02 to advise it was ready to be picked up. I work full-time and go to college full-time and just happened to have class on 02/20/02 from 6-9, and would not get out until after they had closed. I called someone to pick it up for me - and told them I would call the store in advance to let them know someone other than me was going to pick it up. Guess what? Yes, you got it - the line was busy. My boyfriend got there and they denied him the computer. After getting me on the phone, I coerced the service manager into giving my boyfriend the computer as he was there representing me. In lieu of the problems I encountered - he eventually, however reluctantly, gave him my computer. Only the computer - not the box, or the cords or the papers that were in the box that I had returned the computer in for repair.

I called corporate headquarters today - their solution? They were going to have "diaologue" with the management at that store and someone from that store would call me back. Yeah, right. I'll hold my breath.

Mandy

Newburgh INDIANA

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