Complaint Rating:

Company information:
Best Buy Inc
Southlake, Texas
United States
bestbuy.com

I purchased an HP Laptop in 2007, and the Best Buy rep lied to me about the Total Protection with accident insurance that would replace the laptop if anything happened to it, even if I ran over it with a car, he said.

He forgot to mentioned that when something would happen to the laptop I would be subject to the manager's discretion, which they have none. He also forgot to mention that the repair would take several weeks from the time I took the laptop to the store. In addition, the pamphlet that they give you at the store does not state any of this things.

My laptop broke around the 25 of June 2009, they sent the laptop to the repair center, and it came back on the 2nd of July 2009. I went to pick it up and they said that it was ready. Suposedly, they repalced the motherboard.

They provably knew that the laptop was only barely working because that is why they are the experts. The laptop started, I spend a day and half copying back my files, but at the end of the day the laptop started to lock up. I did a mem to see how much memory the computer recognized and it was only 2gb. I know I bought 4gb of memory.

I am also sending a letter to their CEO to let him know of their inability to provide good service to his customers and to honor the very expensive protection plans.

Went back to the store and the technitian did a diagnostic and agreed that the laptop did indeed have 4gb and that it only recognized 2gb. He said that he would have to run more test that would take about one or two days, then if the motherboard was bad, he would have to send it to the repair center again. The motherboard is what they replaced the first time the tried to repaired it.

Which means that they are lying to me and did not replace anything, and since they know my protection is ending in September, maybe they thought the computer would at least run after that day and then they would not have to cover it.

Little did they know that my computer decided to break much sooner then that.

The policy covers replacement if they can not fix it, but what they said is that it has to be repaired 4 times before they will allow a replacement, which they failed to tell me when I bought the plan. One thing is repairing the laptop 4 times properly then making a mistake and not fixing it the first time properly, but they denied the replacement.

I filed a complaint thru the Texas Atorney General's Office since Best Buy is obviously ripping people off by not honoring they outrageouly expensive Total protection plans. I paid $229.99 for the plan.