Son's notebook computer from Best Buy broke!

What's actually wrong with the computer?

I just don't understand why are you bitter towards every employee you
dealt with that works there?You have referred to just about every
department as "idiots".Some of the posters are right, you seem more
spiteful with the staff then angry that the laptop is broken. You
don't even mention how it broke.It seemed like you knew the warranty
policy when you bought it, and assumed that they can take it back
without a warranty. You still opted not to purchase it, which voids
any service on your computer after 2 weeks. Purchasing a warranty is
common sense when you buy any computer. You will need the warranty if
anything goes wrong and have to bring it back no matter what.If you
opt not to choose it, then the burden is on you get it fixed. I think
those so called "idiots",as you mentioned, made a smart and courteous
decision to even do anything with the laptop for free after the 2 week
deadline. Those employees are only doing their jobs by sticking to
company policy..it's 2010, not 1920, where employees used to be
empowered. Some will never understand.

I'm sure you're frustrated Linda. No one purchases a computer
thinking it will be back into the shop within a month. The problem is
one of the entire industry and even industries outside of computers.
Products are now sold with as little as a 90 day warranty from the
manufacturer. The retailer, in the most positive way they can,
explain this to the customer and offer these extended service plans.
I don't know that these extra charges are always worth it either, but
it is something a consumer needs to be aware of when making the
purchase.

Now lets review your actual letter to Best Buy. To me, I would think
you are trying to accomplish three things within your letter: The
first is that you simply wanted an outlet to fume. You didn't have a
voice at Best Buy, so you've written a letter here, showing your
frustration. Secondly, it seems as if you're trying to tell others to
not do business with Best Buy. Finally, you're trying to promote
action with Best Buy, getting them to do what you may want.

You may have felt considerably better after writing the letter, that's
only something you would know. As far as gaining support for your
cause or action to get what you want accomplished, I would think
you've failed miserably. There's an old saying that most of us have
heard of: "You attract more bees with honey than with vinegar." By
eluding that there sales staff has been far less than professional or
that the computer is a "lousy piece of junk they foisted off on him"
makes you sound spiteful. It also seems less likely that Best Buy or
any other retailer would want to do anything more for you than they
were absolutely required. For the same reasons, I wouldn't have
listed all of your "lessons learned." Again, it just seems you're
acting more unreasonable and doing nothing more than fuming.

I really do wish both you and your son the best. I hope you get the
computer back soon and don't continue to have problems with it.

in what way did it break?

Is it possible that the issue revolves around how/why the computer
broke?

Your son's computer is covered by the store's return policy for 14
days. After that they are not responsible for returns. For one year
from the date of purchase (most likely) the product is covered by the
manufacturer. You could re-frame this and look at it this way: Best
Buy is going beyond their responsibility to your son by assisting him
with a manufacturer's claim. Most likely they aren't in possession of
the computer and have sent it off for your son to the mfg.

My suggestion would definitely be to go somewhere else for your laptop
purchase next time. Or at the very least, consult someone with
knowledge in the computer area and if possible bring them with you for
the purchase.

I've told this story on here previously, so I'll try and make it
short. Hubby and I went in to BB to purchase a laptop we had looked
at previously. Hubby knew exactly what he wanted as he's in IT and
knows all about computers. Long story short, the salesman tried
selling us a bunch of junk we didn't need for the computer and down
right insulted us to try and up the sale. As we stormed out of BB we
were stopped by the manager and he ended up giving us a descent
discount on the laptop.

I was absolutely appalled by the way we were treated. And, I was
horrified to think that thousands of people are duped into purchasing
laptops/computers and add ons they don't need every day.

As others have suggested, the fact that the laptop broke as quickly as
it did was not BB's fault. However, having seen their sales pitch and
having heard plenty of horror stories from others about their service
center, I would never use BB for service. Assuming that you do get
the laptop back in working order, I would suggest that you work
directly with the manufacturer or with a Mom and Pop computer repair
place next time. (I worked with the manufacturer approximately 1 year
after purchasing my laptop. They had me send it to them for
inspection and within two weeks I had a brand new laptop sent to me.
Now that's service.)

You don't mention what brand your son bought but all he needed to do
was a little research online prior to purchase. That would have
provided him with a list of which brands were more reliable than
others.

Most major retail stores have a 2 week (14 day) return policy on
electronics. Best Buy is no different.

They cannot test every single computer they carry before selling it to
the customer. That is not feasible.

The repair delay could be caused by the manufacturer. I used to work
at Staples and we would often have to wait a minimum of 2 weeks for
parts from manufacturers. Often it would be longer. Staples also does
not give out loaner computers nor does any other computer repair shop
I've ever seen.

I bought a laptop from Best Buy several years ago and still own it. I
researched the laptop prior to purchase and bought a reputable brand.
I never ask a salesperson for a recommendation. Every major purchase I
make I research it ahead of time. Long gone are the days where stores
had knowledgeable employees.