It all began back in early August when my much-loved MacBook Air started developing a crack on one end of the hinge. Knowing how to turn on a computer and proficiently use a few programs makes me far from any kind of technical genius. I know nothing about the hardware, so I figured the crack was nothing serious and I’d eventually have to take it in. But within a few days it started making a popping noise at the hinge every time I opened and closed it. Never did I think this little crack would soon result in a completely non-functioning computer. Again, I just use the computer; I leave the hardware knowledge to others, and as it turns out, I’m not sure those supposed experts are as knowledgeable as I used to give them credit for.
But, I’m not worried. I’m thinking, ‘Hey, I have a two-year warranty on this machine and it’s not my fault the hinge is defective.’ Okay, it apparently wasn’t my most brilliant thought because little did I know that Best Buy and the infamous Geek Squad will do anything before they are forced, silently kicking and screaming to cover a customer’s warranty.
I’ll admit I made a crucial error early on. I signed their paperwork that authorized them to evaluate my computer, but I didn’t read their 8 pt. notes in the upper portion of it that said, “computer looks like it has been dropped.” First of all, I asked Mr. Geek Squad what I was signing and he said, “Oh, it just allows us to evaluate your computer and determine what’s wrong.” Fair enough. NO, NOT FAIR ENOUGH. I’d had a lengthy conversation with the guy where I made it clear that I hadn’t dropped the computer. I explained how it started as a small crack in the hinge area, blah, blah. And, turns out he really was hearing me say “blah, blah..” as he typed in “…appears that customer dropped computer.” He may as well have written, “this woman is crazy if she thinks that her warranty is good for anything in this store…”
I could draw this thing out as long as it took me to resolve it so instead I’ll attempt to hit the highlights. First, they made me pay $150 for an external hard drive to pull off my data because they couldn’t guarantee they could salvage it. Again, I was sure the problem didn’t have anything to do with the hard drive but I really, really didn’t want to lose all my data. Yes, I’ll admit it, I had no backup. So, I paid the money and waited, and waited and waited.
After a couple of early calls made by me, I was told it was still under evaluation. Then came the phone messages that they could repair my computer for $1,099 and to please call and authorize the repair. Right, when pigs fly. I promptly called back and said no, nada, never gonna happen. I asked to speak to the supervisor who conveniently only works hours that the rest of us work, so making a call into him and being put on hold for who knows how long is super duper convenient and so customer-service oriented.
Two days later when I spoke with Supervisor Joe, I explained to him that Nadine (name changed to protect her stupidity) said that because the paperwork said I had dropped it they couldn’t retract that and therefore couldn’t consider fixing something under warranty if it had been dropped. I must have told Nadine way too many times that it had not been dropped but she then brought to my attention that in the 8 pt. type it did say “it appears to have been dropped.” And, the only way to retract that would be to send the computer and paperwork back to the store and have them change it there. I must have laughed a little too loudly when I reminded her that they were dealing with technology in the 21st century and why on god’s green earth would they have to physically ship something back when it could all be handled electronically. She said she would make a note to hold the computer and that I would be contacting Joe.
Joe the supervisor who seemed very normal and actually did all the right things found in customer service 101 – empathetic, admitted they could have handled it differently, etc, but then proceeded to tell me that the computer had already been shipped back but assured me more than once that I didn’t have to do anything. He also admitted that there had been a service recall from Apple on its defective hinges found on Macbook Airs. Imagine that. And, that they would fix it under warranty. He was very reassuring but finally admitted that he would be leaving for a three week vacation, but swore his copious notes would be passed on to Jay Jay in his absence. He was so reassuring I fell for it.
Two weeks later I checked in – again. I ended up with Nadine (remember her?) who said the computer was still sitting in Seattle and she couldn’t find anything from Joe, but did remember the issue. I came unglued and told Nadine that enough was enough. Get the computer back and get it fixed. She said she would contact the local store and have them overnight it back.
A week later the computer was somewhere between Seattle and Dubai or Iowa. I have no idea where their repairs are done. Finally, I’m told it’s been checked in but there’s no repair schedule as of yet. With another call I learned that a new screen had been ordered.
A few days later I check online and it says something about the customer has been contacted. I had not been contacted so I called the local store and learned that they would be replacing my computer.
So, after two months and 10 days, 20 calls, a letter from the store at one point indicating my computer had been sitting there for 30 days and I needed to pick it up, and more frustration than any one human being should have to endure for a damn computer, I left the local Best Buy yesterday with a brand new MacBook Air.
Here it is. Perseverance does pay off! Best Buy be damned!
Having a new, shiny toy should make me feel better about Best Buy, but it doesn’t. I’m disgusted beyond words at the lengths they went to so they wouldn’t have to honor this warranty. In my estimation, it was a BAD BUY from BEST BAD BUY, and I will do everything in my power to never spend money in that store again. And, I will continue to hold out hope that the economy will recover and with it will come big box stores that can provide much needed competition for BEST BAD BUY.
