Karen sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
October 12 2016
My New Acer laptop was purchased from the local Best Buy November 27 2015. It came with a one year warranty etc.
At the end of September one morning it wouldnt start up or turn on, it had not fallen, been dropped had anything spilled on it or near it. I saved over 2 years to get this one as I live on a CPP Disability pension of 806$ a month and I live very frugally.
I needed this to study online as I am disabled at 57 and in a walker. I take courses to work parttime for H R Block seasonally. I am a honest truthful bonded individual who does not damage items or lie.
I immediately took in my laptop to the local repair depot at my Best Buy store September 21 2016.--they sent it away for 10 days. When I dropped it off they found no visible water damage or cracks or electronic issues.
I called them back after the 10 day and they said it was back at the repair depot , it looked fine and due to my disability, would arrange for UPS to deliver it to my home .
I was overjoyed--this was on Friday September 30th 2016.
Sunday afternoon ( October 2nd 2016)I get a phone call at home from a different spokesman ,
telling me according to the documents their repair department refused to repair the laptop under warranty, who tells me that both the motherboard and keyboard are "fried" with water damage!!
I am aghast as that was not what I was told Friday night, and also NO WATER ever touched that system!!!
So I expressed to him my horror , consternation and refused to accept this whitewash of a answer.
I asked to speak to the store manager---the spokesperson "Copeland" assured me hes talk to the manager, speak to the person who spoke to ma on Friday evening and call me back.
As of October 12 ---no call, no return of my "fried laptop and no assistance.
After doing some research, I discovered it is extremely common for warrantors to use the excuse “water damage" to deny warrantibility issues in repair situations..... in other words its a lie.
I want my laptop replaced with a similar model or repair to full working order as is allowed under Best Buys warranty.
My work order number was 010AKB5AG dated September 21rst 2016 at the Victoria BC Uptown location.
As per the Best Buy service agreement I ask for a working repair to full usage again or a replacement with a similar refurbished model.
I do not wish to have to pursue this through a civil suit or the media.
Karen
