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@bestbuy – Hubert Joly – Good afternoon Ms. Barry, I purchased a new HP computer from Best Buy in July

Peggy Thompson sent a message to Hubert Joly that said:

Good afternoon Ms. Barry, I purchased a new HP computer from Best Buy in July of 2020. All was well for awhile, until October. My computer screen would go black at any given time, and I would not be able to return to my work page. I would have to manually turn off the computer and turn it on again. This has happened many times. On Monday, November 9th I was expecting an in-home visit from a member of the Geek Squad. He called before arriving and asked questions about the issue with my computer. I explained how my screen would black out at any given, he suggested I take my computer into the store because it was a hardware problem. I took my computer in on Friday, November 13th for repairs and was called on Saturday, Nov. 14th that my computer was repaired and ready for pickup. I brought it home, plug it in and started working. The exact problem occurred again. I decided it was just a glitch. On Monday, November 16th, the problem continued. My screen went black on two occasions that day and again on Thursday, November 19th. I was fed up and frustrated that I had to make another call and appointment to bring back my computer for additional repairs that they miscalculated on the previous appointment. I took my computer back in on Saturday, November 21st. I hope you can see my frustration. I was under the impression that I would be given a new computer since I had purchased a Total Tech Support, and was having too many problems with my computer of four months. The first repair appointment suggested there was a problem with the Operating System, and it was supposedly repaired, but obviously not. I was told they would have to re-examine my computer and keep it for at least 4-5 days to check on the problem, and if they could not repair it, in-house, they would have to send it off site for additional repairs for at least 4-6 weeks. I find this to be a tremendous inconvenience. If possible, can you see fit to intervene on my behalf in this situation? This is my Service Order No.#00313-322713353.

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