Give the geek squadders a break. It takes a long time to find and copy all of her porn. If she had put it in a central place, they would have found it easier.

Lorraine, if you have ever been or are now a porn star this may PERHAPS explain your laptops delay.

I disagree about calling HP. Lorraine didn't send her laptop to HP, she sent it to Best Buy. Who they sent it to is irrelevant. She needs to raise bloody hell until they fix this.

that sucks alot... is funny on a side note... i work with some clients and i use geek squad as an ex for their prices and why my services are better since i come to the house and all that. funny thing is that people still think they idiots are better then me that i work everyday with this and even try to work with them to show them the problem... some people are just ignorant and need this tings to happen to them to realize a few things... technically you paid geek squad alot to do something that you could of done yourself or call some geek friend and tell u the same thing for 20 bucks...

with all the crap going on about geek squad, and their horrible reputation for such a long time, why would you continue to bring anything to them?

Especially if they told you they were going to ship it to HP? Seems to me, if the laptop was under warranty or even needed repair, I wouldn't give it to any in-house repair facility....or if I found out they were just going to ship it to the manufacturer, I'd take the laptop back to me and mail it directly myself. Eliminate the middleman, eliminate possible problems.

If she wants to make those responsilbe take care of what they are supposed to...then raise bloody hell at Best Buy. If she wants to know where the hell her laptop is, she should call HP.

Presumably you pay Best Buy to eliminate the hassle of having to ship it directly back to the manufacturer. You "hope" they can fix most problems in house and return your computer promptly. You also "hope" (or believe) that if Best Buy sends your computer to the manufacturer to fix, that they can get your computer back faster than if you do it yourself.

I have zero proof, but I bet Best Buy/Geek Squad does fix the majority of problems fairly quickly and returns your computer. I think the problem is when they have a problem they can't easily solve, their service sucks (I know I used to work for them). Your computer can be gone for ages with no care in the world when it gets back (or even if the problem is fixed when it gets back). It is hit or miss with Best Buy- you "hope" you are like most people and "hit", and get back your computer quickly.

We're sorry, your laptop has been appropriated because of a lack of pornography for our employees to steal. Sincerely, B. Umfuk. Geeksquad Datatheft Division.

I find it sad that if she had went directly to HP they would have had the system back faster. My own experience with HP tech support via email or phone has been great. Had an issue that was covered under a recall (product was a year out of warranty) they sent a box and had it back within 5 days! This included shipping time to and from...

Dude, should have gotten a Dell!

It amazes me how a company with so many complaints about incompetent data stealing people can still stay in business.

I am not a lawyer, but damn, you need to take them to small claims court.

To do so, you must serve them with notice. If you serve them in the store that has hosed you, it'll be considered adequate service, but may not get sent to the right person, so there's a good chance that they won't show up, which will mean a default judgment in your favor.

There was a story on this fine blog some months ago about somebody doing that to Dell, by serving them at a mall kiosk.

In the damages that you're claiming, make sure you include a reasonable amount for the time you've spent on trying to get your laptop back, plus actual expenses.

Please let us know what happens.

Oooh! I remember this. She won't ever see her laptop again, it's been classified as "SCRAP". Someone's dropped the ball in letting her know this, and she'll have to go through hell and high water just to get a replacement, with calls not being returned, rude associates... the works! Yay for Geek Squad!

It starts with "well, we're waiting for this part." Then "we're waiting for that part". Each time you call, they say it'll be an extra week, promise to call you when it comes in, and you only hear from them two weeks later when you call, wondering WTH is going on.

Eventually they'll send you a computer. If you're lucky, it'll have your hard drive and some other things of your old computer on it. If you're doubly lucky, you'll be missing half of your ram, and the case will look like there's a poo-stain on it and it will only be your computer in LCD, HDD, and form factor, and the form factor isn't even all that close. About six months after you first gave them your computer, you'll finally receive the things promised to you by your warranty and the higher-ups, only to find that they think your address doesn't exist, even though UPS ships there all the time.

Oh, wait, that's *my* story with a missing laptop. Good luck, it's probably going to be awful getting anything done about it. The Great Evil seems to be full of awful people. :/

She bought a 3 year warranty from them and this is the best they can do? They have access to all that technology and they can't even send you note on your Laptop's status. Why is this place still in business?

"I'm a copywriter who works on a laptop 8-10 hours daily. My utter dependence on my laptop prompted me to buy a three-year warranty when I purchased the laptop from Best Buy last year."

From what I've heard, at least in Canada, typical warranty repairs for Best Buy and Futureshop take 4-6 weeks to complete. Although I disagree with the fact that they never called you, I'm surprised that you don't have a backup plan if you depend on the machine so much.

I wish they would tell customers how long a warranty repair takes when they sell the warranty, but I bet it would cause most everyone to not buy it.

Also, I know HP (at least in Canada) has been having a hard time and have been putting delays on more warranty repairs. Now whether it's volume, or just backorders on parts, I don't know, but it does suck.

I bought my wife an HP Laptop and it broke within the first 2 weeks. After talking to Hurd's "office", I eventually had to threaten either small claims or chargeback to get a case manager to do anything. We were out a laptop for a couple months. HP has been terrible.

While I understand the problem and sympathize with Lorraine's problem, I have a bit of an issue with her statement about losing wages. If she really is a professional copywriter, then she should understand that the laptop is one of her most important tools and she should have some sort of contingency plan just in case it becomes unavailable.

Whether this is buying a new laptop, borrowing one from a friend, using a desktop, or even switching back to a typewriter, she should have some plan in place just in case she loses access to the laptop.

If one were to look at this from the perspective of an individual in another line of work, a carpenter would have a way to acquire a new saw, a taxi driver a new car, or a computing professional a new computer. And she should too. Not planning for this is unprofessional.

@c0nsumer:
Couldn't agree more. If your business is that laptop then you need to get one from Dell or someone like that with 24 hour on-site support. Dell offers that. You don't buy business class machines from Best Buy. That's consumer class.

The exception of course is the Mac's.

What they are doing is just not right. They said it was not repairable and will replace it, but they are waiting for HP to send it back to them? I call BS on that. The customer can not be held responsible for the business dealings Best Buy has with HP. You are not dealing with HP, you are dealing with Best Buy. They can't hold you in limbo waiting for HP to send back a laptop that does not matter anyways since they will be replacing it.

There are problems with contacting HP, they might refuse to deal with you as you are not who they are doing business with. Another problem is if you don't have the serial number on hand, they won't have a way to track it down, so you would have to demand Geek Squad give it to you, I am sure they will give you a hard time.

Another problem is Best Buy's reputation which doesn't help much. They might have told HP to just toss it and tell you that you have to wait for it return before they will give you a new one, and since they know it won't be coming back, they can just blame HP all day. Since the laptop is most likely out of warranty, Best Buy would have to foot the cost of repairs, doing it this way they might be able to get the person to just give up and go away, saving them money.

Under small claims court, you can actually file a lawsuit and win on breach of contract which is what your extended warranty with Best Buy is, and which they are failing to uphold. Since they breached their contract you should also be able to not just get the cost of the laptop, but the extended warranty and any other "inconveniences" that this may have caused.

Why are people still surprised by anything Best Buy or Geek Squad do (or in this case, don't do)? Perhaps Consumerist should shine a light on Best Buy for awhile and put some pressure on their muckity mucks (although I personally think they're probably too long gone for any glorious customer service resurrection). Lesson: don't shop there ever and don't buy their ridiculous warranties.

Woot, it's Blame the Victim day on Consumerist! Lorraine, I hope you get your laptop back. Welcome to the Never Trust Geek Squad contingent.

Combining the incompetence of Best Buy customer servicer with the incompetence of HP customer service? Sounds like a horrible, horrible situation!

this is getting to be like the ipod coverage on gizmodo...

Let's call Special Agent Forman out of retirement and get her on the case!

A few things:

1. I'm not sure, but it sounds like Lorraine may have purchased a support plan from Best Buy. Never buy a warranty through the retailer, make sure the warranty is actually with the manufacturer. The company that actually makes the product has far better knowledge and resources to make repairs than a big box store. Instead of sending your laptop to Best Buy, you could have gone directly through HP (although this can be a crummy experience as well! See bellow...)

2. I've seen how slow HP can be. I work for a university tech support desk, and I've heard of many people sending out their laptop for repairs to HP, and not getting it back for weeks, sometimes even getting it back broken! Note that HP, like most manufacturers, has different levels of support. There are short, low-end warranties and then premium, "business grade" warranties which cover accidental damage and guarantee that hardware will be replaced/repaired in a certain amount of time. Be aware of how your product is covered.

I don't believe that any one party is to blame here. The Geek Squad Lorraine went to definitely took way too long, and could have possibly flubbed up tremendously (ie lost the laptop, sent it to the wrong place, etc). If it is indeed at HP, then HP is also at fault now for taking an extraordinarily long amount of time to ship out a new laptop. If that's the case, Geek Squad should be making more of an effort to get in touch with HP, and HP has got to work out the obvious issues with their repair services.

Lastly, I don't want to sound mean, but Lorraine, you should have done more research when purchasing your laptop, which you make out to be a critically important tool for your job. You should have dealt directly with HP in the first place, and should have known that a massive retailer like Best Buy would not have top-notch support. For a device your job depends on, when something goes wrong with it, you want that high level of support. For your next computer, look at Dell's small business line (and opt for their "gold" support), or a Lenovo ThinkPad (known for their build quality, and support provided by IBM).

They kept my old laptop in service until I called and said I needed an update then it was something like oh, the wireless is bad (Centrino) so the whole thing needs to be replaced. I was pretty miffed that they never called me despite knowing for a week. The manager was nice and got me a better laptop, plus a few accessories and matched cash value of my laptop instead of features like the service plan states. They're still a buch of jerks though.

@FijianTribe: Ask Microsoft. They admitted they'd be configuring Vista to "phone-home"...

Why you didn't take it to HP in the first place I'll never know. Live and learn. One thing HP has is excellent customer service. They have many different ways to put in a trouble ticket. Why you let the monkeys at Best Buy have your laptop, I can only speculate. You probably thought you were getting a good "deal". And have already annoyed your family PC techs.

Ok, so here's how this probably went down (insider's perspective, I guess):

1.) Client drops laptop off, tells GS it needs to be fixed under warranty, etc. GS says ok, it will need to be shipped out to get fixed. She probably wasn't happy with that (most people aren't), but grudgingly accepted it. She gives them a number to reach her at... probably her home number. GS Agent INFORMS HER that it will likely be 2-3 weeks, as it's a standard turn-time when a product is sent to a manufacturer.

2.) Client walks away remembering only the 2 week part. That's it. Two weeks later, she goes out of town for two weeks. Most likely, GS tried to call her to get approval on something during that time, but only had her home number, because most of the time no one thinks ahead of time enough to give a cell because they're leaving town. She gets back (now 4 weeks in) and the laptop isn't done. She's pissed. Most likely, it's just been sitting there, awaiting approval on some part that isn't covered under her warranty, or awaiting a decision on data that has to be wiped, etc. Now that she's back, she can approve (with heavy resistance I'm sure) whatever the lappy was waiting on. It will be another one or two weeks before she sees it again, in all likelihood. Doesn't matter to her, though. She was told two weeks, in her mind. So, she'll go to the store, raise hell with management who will do one of two things:

1.) Cave to the angry client and give her a new laptop (happened in my store all the time).
2.) Tell her to RTFWarranty/Service Order she just signed and STFU (just not that bluntly).

Sounds like the store went with option #2, which is their right. She's pissed off about being wrong and looking like a fool, so she goes to the BBB, media, etc... and here we are.

Just my two Abes...

No laptop repair should ever take that long unless there is some back ordered part. Would be interested in knowing what was the reason the laptop was brought in. In general most laptop repairs should take no more then 7-10 days. If it's a sofware problem, memory,or HD issue even less time. It's very important to keep the customer in the loop. Sometimes delays can't be avoided but as long as the customer is aware and regularly communicated with as to the status of theire laptop then you don't run into issues like this. Does sound like the laptop was lost. Maybe geek squad should have a loaner problem? I do agree with others that the best warranties are with manufacture. I thought GeekSquad/BestBuy was an authorized repair center for HP? I would have though it would have gone to Geek City for a few days and back to customer

Best Built laptop in my opinion is Lenovo T60/61 series of laptops. If being on a laptop is your livelyhood then you can't go wrong with these Lenovo's higher end laptops

Todd Feit, Founder/CEO
www.LaptopGuy.com
Got Laptop Problems?

If you look at the service plan agreement you'll notice that BestBuy (in Canada) has a maximum of 60 days a product can be away for servicing before it's replaced. If your within the 60 days, too bad - the agreement you signed a-okayed the waiting time.

If you must have a laptop at all times, do not purchase the extended warranties because the turnaround time WILL be 4-8 weeks.

FYI something sounds fishy. If the laptop was irrepairable, it would not be sent back to the store.

I don't know about Best Buy but we have a repair guarantee with HP that they have to get the unit back to us with in 10 days. If not they have to buy that laptop back and replace it. The replacement is done at the store level once the RMA authorization is received.

What you might want to do is go above the local store management and start talking to the district/regional managers. Store managers hate it when you go above them because now not only do they have to deal with you but they also have to deal with there boss asking them why is the customer calling me when you should have done something about it.

Find out which HP site they sent it to. If they sent it to Memphis, last time i checked in they had over a month backlog. Things might have changed though.

Buy two laptops? Three? You can probably get a few decent ones that will run the programs you need for $600 or so each. Sync them to a backup hard disk (or two), multiple redundancies to ensure 100% uptime.

Or buy one $1800 laptop that is top of the line, that you won't use 30% of its capabilities, and a $400 useless service plan...

I have three mowers. One breaks down, I can still mow my yard, two break, I can still mow my yard, but time to fix them.

Speaking for my fellow computer techs, I agree with what was stated by MCDONNR. People do tend to have selective hearing when their unit is shipped away. You tell the customer 2-4 weeks they only hear 2.
Im also guessing the service order that she signed has no meaning. Look at #2. For the people who do not know what #2 is I will fill you in.
Basically Best Buy will attempt to make the turn time stated on the service order BUT its just an estimate and it fixed and returned could be sooner or later then the date printed.
Good luck arguing over that contract you signed in court. Were not gonna babysit a customer that doesn't have the brains not to read over a document. smh

From an insider's view, I would just like to say that the delay is not Geek Squad's fault... it's HP's. I don't see how taking your local Best Buy to small claims court is going to help you. Geek Squad can't be held liable for how fast HP repairs your laptop.

However, Lorraine, I will say that this Precinct sure could be putting a lot more effort into getting ahold of your laptop. The information that vendors provide is not often very clear, so they are probably not calling you because they have nothing to tell you, not because they don't care or are incompetent.

I'm not sure why they won't give you the new laptop without waiting for the other one to come back. At our Precinct we will do stuff like that to take care of a customer.

Your best shot of getting the laptop back is to return to the store in person. Ask to talk to the Geek Squad Supervisor or a different store manager, someone other than the person you have been dealing with. Someone in command who has not heard the story. The regular COA or CIA agents at the counter will not be able to help you. They desperately want to help you but lack any kind of executive power. Explain the situation, again. You need to find out why they cannot replace your laptop. When serviced units have been marked as replaceable, there is a Junkout Authorization that takes place. Once the Junkout Authorization is in place, Best Buy can replace the unit even if it is not in the store. It sounds like this step has not taken place yet. Managers and/or your Precinct cannot authorize a Junkout, but they may be able to call people who can.

Also, the electronic request that you speak of is called an "escalation." They can fill out multiple escalations. Request that this be done, not to find out what's going on, but to halt everything on it and return it to the store as soon as possible. That may be faster than requesting a Junkout Authorization from the Service Center. Since they have told you they are replacing the laptop, they will keep their word when it returns.

If they have not satisfied you after that, call Best Buy Corporate @ (888) 237-8289. You have, after all, been promised a new laptop. Corporate has wonderful powers that can make managers do amazing things. Don't threaten your local managers by telling them you are going to call Corporate; just go home after you talk to them and do it.

Bear in mind that if the delay is indeed HP's fault, you would have experienced this same delay no matter if you had sent this in yourself or if you had sent it in through a different authorized retailer. Right now, Geek Squad wants nothing more than for you to have your computer, believe me.

I will agree that the GS you have dealt with could have done a better job of staying in contact with you, but they are limited as to what they can do. Obviously Best Buy/Geek Squad did not build your computer, they are just the vendor. As a service to clients they offer to ship the laptop for the customer via UPS. We cant help how long HP takes to repair the computer. Most repairs we are able to do in store and get back to customers in a few days. Geek Squad sincerely does care about you as a customer and wants you to be satisfied with the service you are provided.

Lorranie,

I also work at Geek Squad and have one more suggestion. Ask your in store Agent for the HP work order number. This is usually 3 letters followed by 3-4 numbers. With this you can call HP directly and find out where the laptop is and possibly even get a UPS tracking number with which to track your machine's progress back to the store.

I also agree that calling Corporate would be a good idea.

And one thing to remember: The Agents at your local store have little control over what happens to your machine while it is at HP. The manufacturer rarely updates the activity of the order.

@RandomAgent: Blah blah blah blah.

@RandomAgent: No. It IS GS's fault because they were given responsibilty for it.

Someone please tell me how this isn't theft?

They are still going through all your porn files for the ones they like. You should have deleted those first Lorraine.

When best buy sends a unit to HP we have no control over it, nor does HP send us any information. Its HP's mfg warrenty, not best buy's, best buy did you a favor by sending the unit on your behalf, something a company does not have to do (once it is outside of there stated return exchange policy they are libable for nothing).

This complaint is ludicrous.

The complainer obviously does not realize that Geek Squad can only do what HP allows, since HP is the manufacturer, and this is a pure Warrenty issue, it reverts to HP.

To clarify, she did not buy a broken computer that needed to be returned for replacement in store. She pourchased a working computer and enjoyed its usage, then it broke. That's Wareenty Law 101 folks.

If she waas a serious professional businesswoman she would have he data backed up PLUS have a backup computer to work on, as anyone with a brain who works with a computer as their livelihood does.

Heck, I only use a computer for about 20% of my business, but I have 2 laptops and 2 pc with backups synchronized daily.

This is a simple case of Warrenty replacement. HP has to test the unit, determine if its repairable, and if not, start the RMA process. Yes there is red tape and slow returns, which is to be expected with a huge company that sells millions of computers. They also probably have a small elite unit to handle returns and replacements, so its taking longer.

Since the complainer isnt getting instantanious gratification, she whines and cries foul.

I see no issue here.

Lorraine, i feel your pain, but don't you thinks its about time for a backup computer since your income so obviously is dependent upon a computer, unless of course you are now destitute from the lack of income the loss of your laptop provided ?

I don't understand what this has to do with GeekSquad? Your laptop is clearly under warranty from HP or GS never would have sent it to them. GS is not the company you need to complain to, it's HP. BBY and GS can't give you a new laptop until HP gives them a credit for your old one.

This is a common problem with all products that people buy at a place like BBY. I don't understand why people can't grasp the concept that BBY DOESN'T MAKE the products! Does it have a BBY logo on it? No, is says HP. The product was made by and is supported by HP for a year from purchase. It doesn't matter that you purchased it at BBY, they are just the middle man. They sold it to you on behalf of HP.

Get the HP repair tracking # info from GS and call HP yourself and find out what is going on yourself. Once your 14 day return window is over it's not their problem and as a previous poster said they are merely facilitating the repair as an HP service center.

You complaining and bitching to BBY and GS does nothing but waste time. Both yours and theirs. You could be dealing with the only people that can help you, HP. And GS and BBY can do nothing to help you other than wait for HP to do something, they have no direct contact with them, they just fill your data in a website and put your laptop in a box. So really at this point when you complain to them and try to get them to do something all you are doing is wasting time they should be using to fix other peoples computers. But nobody ever seems to think about anyone but themselves...

Oh and one last thing, four weeks at HP is not really that long. The minimum turnaround time is 2 weeks and that goes up if HP doesn't have the parts needed to fix your computer on hand Sometimes they are waiting for parts from their sources. Your warranty from HP says they will fix the computer in the first year, but tis doesn't say they will do it in 1, 2, 3, or even 12 weeks. Just that it will be fixed. You have to wait. Period. I can tell you that if your repair from HP goes over 2 months you can usually get them to credit the store you sent it from for a new laptop.

It also doesn't matter that you use it for work. All that means is that your SHOULD have recent backups and be able to use another computer in the mean time. You do have current backups don't you? Hell, you could always buy a laptop from BBY and return it within 14 days. Rinse, and repeat until yours comes back...

Again, the main point is. FORGET BBY!! Complaining to them will get you nowhere! They are NOT lying when they say there is NOTHING they can do. CONTACT HP!!! They have your computer, they made your computer and they are the ONLY ones that can fix or replace it!

This is what I would do if the laptop is not repairable.

First thing I do is to call the customer and give her the update before sending the Laptop away. I will also recommend for Backup data if she want the laptop send away for repair because data are important and if the laptop is dmg they (manufacture) might replace the whole laptop even with new HDD.

Sadly what Geek Squad did is unprofessional by not giving an update. If Lorraine is not unavailable I would put on a hold shelf until she call BEFORE sending it away.

Hp have up and down service. Had a customer want LCD replace from Hp, it did took 8 weeks to recieve it. The other customer with keyboard replacement took less then a week.

A long time ago, I worked as the "Technical Services Administrator" for a CompUSA store. Essentially, my job was handle a lot of the back end items such as part orders, billing, and helping keep our shop certified for warranty service. This last one is tough in a field with such low pay and high turnover. I also learned from this that almost no manufacture will allow places like this to perform warranty service on a laptop. Toshiba and IBM were exceptions at various times, but I'm not sure there are any manufacturers that allow this anymore.
So no matter what, that laptop is going back to the manufacturer while it is covered by their warranty.

The problem is that people assume the service plan means fast service. Under the namufacturer's warranty, service speed is often times dictated by UPS ground more than anything else, but out of warranty and on the service plan is another matter. You are now at the mercy of someone far away in the corporate office crunching numbers.

It is like a game of ping-pong.
First, the plan needs to be checked, and the tech needs to be authorized to even look at the machine. Then, assuming the damage is not something specifically excluded by the terms of the plan, the tech needs to request parts. So he fills out a request for the corporate person to review, approve, and find a source for the part(s). then things move at the speed of UPS ground again as he waits for parts. Finally, the parts can be replaced, final testing be done, and the final bill reviewed by corporate again. If everything looks good, then the machine is authorized for release.
If the people doing the work are quality people, then you will get good work and the service plan is worth it. It's just not done fast. But the reality is that there is little to attract skill to these positions to the work can be shoddy.

Laptops have a higher rate of failure than PCs, and therefore if you plan to use your laptop as your primary business computer, it would be a good idea to also have a home or office PC to fall back on if in case the laptop needs to be repaired.

Two common repairs that take a long time for ANYONE to accomplish are screen and motherboard replacements. These parts are typically not available locally - they must be special-ordered. Very few computer repair centers offer to do this type of work, and it tends to be very expensive. Because of this, any company that sells a laptop with a warranty will ship it to the manufacturer for these sort of repairs, and there is typically a 2-6 week turn around.

That being said, based on my own experiences with Best Buy when attempting to simply BUY a laptop computer, I am not in the least surprised by your story. Here's a few quick hints when it comes time to purchase your next computer system.

Hint 1: Most corporations want your money, once they have it they don't really care about you - and this is true of almost all retail chains and major distributors (ie: Dell) - this is not 100% the rule, but unless you are buying your laptop through the company you work for and your company has a long-term contract with a computer dealer/vendor, you probably aren't going to get any special deals or treatment.

Hint 2: Buying a computer online could also be a potentially painful process if you are sent something that is dead on arrival or not what you ordered - you will have to obtain permission to return product before you can ship it back, and you may have to pay additional shipping charges or restocking fees.

Hint 3: There are probably locally owned computer repair shops in your area that are honest and have a good idea as to which brands are good and which brands are unreliable. They are less likely to ignore your phone calls, or put you through any automated systems. If you aren't sure about a particular shop check the BBB - the BBB ought to have a record of complaints filed against any local shops with a history of taking advantage of their customers.

Good luck with Best Buy.

Stupid is as stupid does (or so Forest Gump says).

Next time do your homework and find out that Geek Squad sucks major ass, and that HP has one of the worst rep's in the biz for consumer service.

Perhaps you've heard of "Caveat Emptor"? Truer now then it ever was.

One more thing that only comes from an insiders view. If you have already told Bestbuy that you are taking them to small claims court, there is no one instore that can talk to you including managers. According to Bestbuy policy, as soon as you even threaten legal action, the only thing they can do is send you to our legal department.

Just something to remember, if you are upset at Bestbuy. If you threaten legal action, they can't really help you after that, according to Bestbuy's SOP.

When working for Future Shop, a Canadian branch of Best Buy, we would normally see notebooks sent to HP, or any other OEM for that matter, take 7-8 weeks to return. More often than not, notebooks would come back to us after 52-57 days. (your laptop gets replaced if it is gone for over 60 days)