Best Buy
Complaint 8130 Details

I went to Best Buy in Greensboro NC to use my advanced warranty on a laptop that I purchased February 2009 because my screen had gotten cracked. Now my complaint is that upon purchasing 2 laptops that evening, the sales associate give us option on the plans and reassured us that we were getting a plan that would cover in the event of any accidents, such as liquid or even being dropped. That is an accident, right? Well our visit they informed us that the warranty plan had did not cover the problem with my laptop. Of course we're very upset and ask the associate was he sure because out of all this time we was sure that we had the plan that would cover my laptop in the case of an accident? He done his job and showed us on the receipt as well as in the computer on the warranty that we have and he explained all of this. Now I work in retail and I thought that the customer is always right and we try to make sure that when resolving any problem or concern there is a win-win situation where everyone gets something out of the deal, but the associates didn't seem very concerned about helping resolved this problem. The associate let me speak the manager on call and of course he stood on the same thing that the associate was telling us. Neither one of them tried to help solve this problem, only that if they fix this problem it would cost around $350 out of our pocket. We told the manager that when purchasing the laptops that the associate assured us of the plan that we were buying, but he of course stood on what the receipt says and policy and seemed as if that it was our hard luck. I would like to know what has happened to satisfying the customer? I hope that their could be some resolution in this situation. You know I would even accept if they would go back and make sure we have the right plan and then just pay the difference so it won't cost us $350 instead of just $100. Just a thought and an option.