Sean writes:
I am “The Computer Guy” in my family and my mother needed a laptop for work. My wife and I went to Best Buy in Bel Air, MD with her to pick out one that would fit her budget and allowed her to work from home. I found a Compaq for a little more than $700 on sale without rebates. I signaled for an employee and told her the laptop we wanted. The employee got the laptop and went on about needing the service plan. I let her drone on because I wanted to see if it covered accidental breakage (it doesn’t). During the speech she talked about the battery, how it’s like a cell phone battery, and that they would replace it once a year for the length of the contract. She then mentioned that the battery would cost my Mother $500 if she had to buy it separately…
I asked her to repeat that statement and she did. I then asked if I could purchase the laptops without the battery at a $500 discount. She looked at me and said are you telling me that they don’t cost $500 and I told her that they didn’t. She replied that their managers tell them to say that to everyone buying a laptop and she didn’t know how much they cost. We still bought the laptop (without the warranty) but they wouldn’t give us a discount if we didn’t take the battery.
Apparently, the Best Buy battery are made of gold and encrusted with emeralds.
Many Best Buy managers used to work at Domino’s and McDonald’s so this type of behavior is understandable. We’ve said it before and we’ll say it again: Don’t shop at BestBuy. Go to NewEgg.com instead.
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depends on the availability of parts, I know those new Sony’s with the paper thin LCD screens have a replcement cost of about $600, that’s just to replace a damaged one. The cost to manufacture 1000+ notebooks with the same screen is about 1/5th of that.
it’s business people, cost of special ordering a notebook screen and installing it is not cheap. (However you’ll save some money if you order the part yourself and install it). The battery however, $110 or so, and Best Buy if you have a warranty should mail you the battery within 5 days. Considering the warranty is $129, well…
I know the screens on those new Sony notebooks with the really thin LCDs cost like $600 to replace a damaged one (which you can do by breathing on the notebook), of course to make 1000+ new notebooks with the same screen drops the price to about 1/5th of that, it’s a business thing, you get discounts when you buy in bulk.
Batteries however, $100 and best buy sends them to you usually within a week.
/shrug I bought one, used it once just for giggles, but I have friends that work at my best buy, easier to get service if you network.
@LiC: Your screen won’t fail, but you may lose a pixel or two during its life and it will get dimmer as the CCFL tube ages, usually 25-35% of brightness within the first 18-24 months, but you shouldn’t need to replace it unless it’s dropped/cracked/broken. Even ‘fluky’ displays can be a loose flex/cable connection within the laptop/hinge area, unless you lose a row/column driver in the display which require replacement
@lax2prg: I have bought about 3g’s worth of computer parts for myself in the last 2 years. Zero problems except one time I accidentally ordered the wrong CPU heatsink. Even then I sent it back and got a refund on the same day they recived it. They are quick efficent and cheap. Sure you can find stuff at other stores once in a while cheaper but on the whole they rock!
I love Newegg, Actually I just bought a new CPU, Heatsink cooler and video card last night. It’s already been shipped in less than 12 hours from when I placed the order.
@Buckus: Acts of God not covered, so spontaneous combustion is excluded.
When I worked at RadioShack, the main selling point we were told to emphasize about cellular phone warranties was “battery replacement”. For the life of the warranty, RadioShack would replace the battery every six months (which later became every year).
This is probably what the girl meant at Best Buy – if they replace the battery every year for the duration of a five-year warranty, that would probably add up somewhere in the neighborhood of $500.
Not that I’m advocating that the OP should have bought the warranty. I’m just sayin’ the sales girl got her pitch a little mixed up. Warranties are a scam, anyways.
Are they replacing batteries every year? or every month?
@xtc46: 2 years ago most laptop screens did cost 600-1000 dollars to replace. As a matter of fact, I had a customer pay $1213 to compaq to replace their busted screen on a 2 month old laptop that they paid 3000 dollars for (which means it was more cost effective to be robbed because it was physical abuse, than to buy another laptop).
Not clear on why you are buying a computer from the ironically named “Best Buy” (either generally or due to the 1,000,000 stories on this web site about Best Buy’s warranties).
I work at BB (Geek Squad) and don’t believe someone told you batteries cost $500. Service plans do cover replacement batteries and we do sell accidental damage plans. How naive is society to believe a $600 laptop has $500 replacement batteries?!? Don’t you know how to look things up on ebay and google? The internet has been going strong for the masses for over a decade now so it’s insulting to hear this sort of nonsense and everyone accepting it as truth. I wonder how many of these posters work for BB competitors…
lol na I fully believe it. About 10 years ago when Emachines first broke out into America, their only service center was locating in Seoul, South Korea (their home office). After about a year they moved to the U.S. It took about 5 years after that until we stopped knowingly lying to customers that they would need to ship it back to Korea for service without a service plan. I’m sorry Tony, but by working for Best Buy, you are selling your soul to the devil! Believe me, I know. I was one of the original concept guys behind the entire GeekSquad movement with my revenue on day after thanksgiving outselling all other stores in the region COMBINED! Get out of college ASAP bro so you can leave that place!
This is 100% true. They really do claim that a new battery costs $500.
Almost two years ago I went to a Best Buy in Dayton, OH for their “Black Friday” sale. I managed to wait all night being one of the first in line, so I was quickly able to get what I wanted and stand in the short “computer purchase only” line with about five other people ahead of me.
During this time, one of their Customer Service Representatives was prowling the line, and came up and asked me if I wanted to purchase a warranty. I stated that I didn’t, as I didn’t want to pay additional cash for a $300 laptop, as I figured that it would probably only last me a year or two before crapping out (which it did).
The rep then said that I would be missing out on their free battery replacements, and that the normal battery replacements would cost $500. I had them repeat that figure and then asked how they could sell the laptops at a loss of at least $200, since the batteries alone cost “$500″. He couldn’t give me an answer, and then I asked him to further go get one of these replacement batteries so I could see the actual retail price.
When he was left there stammering, a manager came up to see why the rep had stopped moving down the line and see why some customers were “being noisy”. I asked him why his rep was lying to sell warranties in order to push up the numbers for the store. He looked shocked for a moment and then asked what I meant. I explained that laptop batteries certainly did not sell for $500, and yet his employee was trying to sell warranties on that very basis.
The manager then “corrected” his employee and stated that the laptop batteries did not cost $500, but that did cost a significant amount, and that the warranty would be worth it. I asked him why I should pay an extra $100-200 in order to extend a warranty for a computer that only cost $300. He didn’t answer but instead had the employee continue down the line.
Needless to say, when the employee restarted his pitch with the next people in line, he didn’t state that laptop batteries cost $500 to replace.
It’s disappointing that this practice is continuing, but not surprising. I imagine it is a speech that employees are supposed to recite to customers in order to “up-sell” warranties.
Got tech smarts and want to save money on laptop batteries? Check out this DIY on how to replace the laptop battery for much cheaper. Some minor soldering skills required. [www.metacafe.com]
As for newegg.com, it rocks, countless things bought from it, usually great prices, fast shipping.
I’m not saying nothing stupid is ever said at BB, the most common complaint is that someone is promised a new device under the service plan (not replacement plan) if it breaks. Most of the time all you have to do if you don’t want the PSP is call the manufacturer and order the battery for about 100 bux. I honestly wouldn’t advise soldering parts as you probably will mess something up, if not only void the MFG warranty. I usually tell customers that IMHO if you get something cheap, you may not want the PSP, but I usually get it for more expensive items, as I don’t want to buy a new one after a year if/when it breaks. BB is not non-profit so they definitely profit well by selling services and PSP’s. You have to remember that most of our customers aren’t very sweet with repairs and so PSP’s and antivirus/antispyware is worth it to them. With the “Black Friday” laptops and some sale laptops, BB either breaks even or loses money so they aggressively try to “attach” profitable parts, services and PSP’s. Anyone who has a sense of business knows you have to remain profitable. I can’t count how many times I’ve been shafted with car repairs. It’s all a big racket but I know that I’m honest with everyone that comes by and so sleep well at night. I don’t know about every store but I tell customers to ask me about anything they’re not sure about and I’ll be happy to be straight up with them. I can’t tell you how many times I told customers that Acer and Emachines are garbage. I’ve never in two years sold either one. Best Buy really isn’t a bad place to shop if you know the rules and check up on the prices (price match). GM’s usually are complete pushovers if you have a bad experience, FYI.
This just happened to me and is still ongoing. And I don’t work for any tech related company, just an average consumer with a bit above average tech knowledge.
Less than two years ago the spouse purchased a laptop (Toshiba Satellite, NOT CHEAP and not discounted!) at BB as a gift for me. Was talked into the three year PSP (extended warranty). The pitch about a new batter every year was given but the contract says ONC during the life of the plan. You take it in to be tested, if they agree it’s defective, you’re given an 800 number to call to order and YOU do the actual replacement.
Two weeks ago the computer would not boot up. It was taken in and five days later a GEEK “agent” called to say the hard drive had to be replaced and in order to finish the repairs they would need the Toshiba Restore CD. The CD was taken in to the store and the “agent” said they would give us a call. We pleaded for faster service as it is a lengthy drive (about 75 miles each way) for us. No dice. We had to leave it there to return another day.
Anyway, to skip a few grim details of mis-communication, when it was finally ready to be picked up (eight days after leaving it there), we were told $129.00 for “data recovery.” The agent was told that was not correct as no one had authorized data recovery and besides the Geek had said data recovery was not possible. The “agent” said that the “data” was recovered from the Toshiba Recovery disc (which is just the operating system and other software). Now this is a so-called GEEK who doesn’t know the difference between data and software. Anyway, after several lengthy and heated discussions and being put on “terminal hold” to wait for a manager who never materialized, a compromise was offered. IF another hard drive was in the store they would install it, without the software, and there would be no charge but it would take another day and another 75 mile round trip drive. A later call revealed that they were in the process of “removing the software from the drive.” DUHHHHHH A Geek who doesn’t know about formatting a hard drive to remove contents???
Never again will BB or the Geek squad get one thin dime out of any member of our family. This is a thinly veiled attempt on the part of the GEEK Squad to recover the cost of the necessary repairs that should have been fully covered under the PSP.
And this WILL be reported to our State’s Attorney General and discussed with a private attorney. They’ve ruffled the wrong feathers this time.
I _won’t_ be buying another laptop at NewEgg anytime soon. I purchased a lower-end Acer notebook from them in Jan 07, and found it was rendered buggy by the Acer power-management software. It was also slower than I expected (I was also using a new HP notebook with the same processor & amount of memory).
I sent it back and NewEgg sent another one, with the same software bug (since remedied with 3rd party app). I asked if I could return it, and pay the difference to trade up to a faster notebook. No dice.
Long story short, NewEgg ain’t Best Buy. If it’s broken, you can get a new one. But if its just slow as a dog, or you decide you HATE the ergonomics, or the track pad sucks (the Acer’s does), you’re stuck with it.
Read NewEgg’s return policies carefully. If it’s on their non-returnable list, try it in a local store, and make sure you’ll be happy with it.
@iankasley: Ohh, that’ll be fun. Ask to get an extended warranty against getting riped offed, scammed, or in any way harmed by Best Buy.
Now, that’s insurance. It might cost a lot though…..I mean, they make plenty of money by doing the above. Infact, the warranty, to get protection from scams/rip-offs/etc. from BB may even be a scam, because they may get their lawyers to write in the contract that the {insert all but one item in the store here; requirements of that one item, must be filled with ceramic tiles.} isn’t covered, so in theory, you could get scammed. So much for insurance, at this rate one wouldn’t be surprised at insurance for your insurance (at least at Best Buy, because when you’re talking about under 1K$ of money, people don’t want to waste their time that excessively/their lives may be too busy), so you don’t pay 300$ for your computer to be mis-diagnosed and then you have to prove it to them, and then after 2 months you get your computer back with a piece of horrible RAM installed.
@jswilson64: Sorry to double post, but Acer’s design flaws are Acer’s problems, not NewEgg’s. If anything you should consider never buying an Acer item. BestBuy doesn’t even come with 1/2 of the amenities of NewEgg.
I am so disappointed with Best Buy and they have lost me as a loyal customer forever. They are scammer (manager and the kids (salespersons they hire)). I purchased a laptop and the salesperson also threw out the sales pitch (per the salesperson said to me “purchase the service plan for $400 because the battery along cost $400.” Me being a naive purchaser of computer laptops, I purchased the service plan and low and behold I needed a battery a year later. However, I learned much later after the battery was replaced that it was not the same type of battery that was originally located in my computer when I purchased the computer laptop at Best Buy. Now of course I did not check the new battery once it was placed in my computer because I thought Best Buy was an upstanding store with loyal employees. After having the battery for a short while, I noticed that the battery would NOT charge to full capacity and therefore I reported this to the geek squad. Of course they did not want to help nor accommodate me, and said that they could replace the old battery with any type of brand battery and that it is in the fine print of the warranty. They also mentioned that those replacement batteries could be refurbished batteries. Mind you again, I was told by the salesperson by purchasing the service plan is the cost of a brand new battery ($400) the same as the original battery located in my laptop the day of purchase.
And by reading some of your comments this is part of their selling pitch to get you to purcase the service plan.
I am furious and I want to put Best Buy on blast because they are being bogus and this is fraud. Something needs to be done about this. If we only write about this and not put it into action Best Buy will continue to rip customers off.
I will never purchase anything from them again. They have lost me as a customer. I will shop elsewhere but NOT Best Buy. I have also shared my story with friends and families.
Hopefully, this can be of help to you. Their name should be called Buy Less NOT Best Buy; cause you are not definitely getting the best buy at Best Buy.
@homerjay: