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fr_defenestrato: Our BestBuy laptop has developed a sound-card problem. Conveniently, the extended warranty is good for another two months. The machine has already been there at least three times for warranty service; how did you convince them to give you a new unit?



Jan. 19th, 2007 07:55 pm (UTC)
What timehole said. If by "extended warranty" you mean "extended warranty" you're screwed. If you really mean Performance Service Plan (there's really no difference in the meaning of these two terms, you understand), you may qualify for replacement under the "no lemon" policy. May.

I'm not sure I convinced anybody. They really seem pretty convincing-proof. However, when my laptop got back from its third Best Buy repair with a newly nonfunctional Ethernet port, I took it to the same store I had been dealing with and ranted at the (very nice) geek on duty. He assured me that a telegram from the President or the pope wouldn't cause them to bend their policy, which insisted that he send it to the repair shop a fourth time with a request that they evaluate my laptop for possible replacement under the "no lemon" policy. Here's the text of that policy from the Performance Service Plan agreement:

"No Lemon Policy: After three service repairs have been complete on an individual product and that individual product requires a fourth repair, as determined by us, we will replace it with a product of comparable performance, not to exceed the original purchase price. Replacement products may be new or rebuilt to meet the manufacturer's specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product. For clearance, open-box, and other products originally purchased at a discount, we reserve the right to issue a voucher for the original purchase price. The original product and purchase receipts must be returned to Best Buy along with authorized service repair receipts from at least three separate completed service repairs to qualify. One service request number, requiring functional part(s) repair/replacement is the equivalent of one repair. Keep your service receipts! Copies of service receipts cannot be provided by us. Preventative maintenance checks, cleanings, product diagnosis, customer education, accessory repairs/replacements, computer keyboards, speakers, non-consumable laptop battery or mouse repairs/replacements, computer software-related problems and repairs done outside the U.S.A. are not considered repairs for the purposes of the No Lemon Policy. This benefit does not apply to Renewal PSPs." (Emphasis added.)

So the trouble here is that they hedge their policy with squeaky language. What might Best Buy "determine" to be a legitimate repair? Since it is clear from widespread Web reports that Best Buy systematically defrauds its customers, my guess is that they will attempt to pull some kinda shit like "These three repairs are on unrelated components of the product and do not represent the laptop's performance as a whole." Whatever the case, I recomment you file a preemptive complaint with Better Business Bureau or any local consumer protection body you may have at your disposal.
Jan. 19th, 2007 08:51 pm (UTC)
Fun. I wonder if I can come up with the receipts. Of course, you and I both know these numbers are easily accessible from the store systems. Fuckers.
Jan. 20th, 2007 05:51 pm (UTC)
old fashioned customer service
not really related, but i was talking with some of the guys in the optics lab about repairs and servicing of our camera products. i mentioned that some of our cameras cost as much as sports cars, so we started discussing those instead. years ago i'd read about lamborghini or masseratti flying a mechanic to you anywhere in the world. one of the engineers quickly confirmed this. he used to work in a high end car repair shop, and a local big wheel brought in a rolls royce silver cloud. they shop called rolls royce for some advice on the problem. two rolls royce mechanics were immediately dispatched, flown over on the concorde, arriving with full tool kits, diagnosed and replaced all the questionable components, completely free of charge, because it was still under warranty.
Jan. 20th, 2007 11:44 pm (UTC)
Re: old fashioned customer service
That's customer service.


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