Best Buy Threatens To Replace A $2200 Sony Laptop With An Asus EeePC
Is there a difference between a Sony TZ ultraportable laptop and an Asus Eee PC? Reader Ignacio bought Best Buy's accidental damage protection plan for his $2200 Sony TZ laptop, and when he did, indeed, drop it -- Best Buy threatened to replace it with a $600 Asus Eee PC, and finally decided to issue a $1200 gift card -- the price of a 15" Dell notebook. Fair?
Ignacio says:
I would like anyone who has considered buying this plan for a computer or has one to be aware that this warranty is useless and a waste of money. Don’t buy it.
I had purchased a Sony Vaio TZ laptop about a year ago with the accidental protection damage (ACH) for several reasons, but mainly because the sales man suggested it for such a small laptop and for how expensive it was ($2200). Buying this warranty was a peace of mind that the sales man a year ago assured me of.
Jumping forward in time, a year later, I accidentally dropped my laptop and took in for repairs at the Geek Squad. The gentleman who attended me was very helpful and assured me that I would be taken care of with what he called “a high end laptop”. As a side note he even admired the size and weight of the laptop, which was the main selling factor for these laptops from Sony and why they were so expensive.
I received a call yesterday (10/31/08) from Best Buy saying the repairs were too costly and that my laptop would be replaced under warranty. I drove there today (11/1/08) to pick up a replacement. The attendant showed me a what she referred to as a comparable model (Vaio Z) and said I could take that as a replacement or use that money($2000) towards another computer , in essence store credit. I picked out a computer that was more expensive and she said it was fine, but I had to pay the difference. When we got to the register and as she started to ring me up, she stated that she had not done this type of return before and she asked a colleague to help her. She was told it was being done incorrectly and we were sent to talk to the supervisor of the computer department. This is where the trouble began.
I was told because of the specs of my computer the most comparable model was $600, which was an Asus EEE pc, but they would do me a favor and give me $1200 for a 15” Dell. When I stated to them that neither of them were comparable, because the sized and features that the TZ, they replied that they do it spec for spec and that my laptop only had 1gig of ram, a 1ghz processor and 100gig hard drive, and that was the closest computer. When I tried to explain to them that this computer was expensive because of the size features and ultra-portability; they ignored me and threatened to make my in-store credit less than $400 for some other netbook. I said that was not fair, the supervisor printed a gift card for $1200 gave it to me walked away. I asked to speak with the store manager.
The store manager, Huff, came and I explained to him what had happened in the last hour. He tried to understand what had happened and brought the supervisor from the Geek Squad department to help him out because he admittedly said, “I am not good with computers.” The supervisor told me the same as the rest that spec for spec there is no comparable computer, and that was the best they could do and I should be happy with that and instead of $600. I asked him to check Sony’s website so he can see that even a year later the TZ models are in fact cheaper, but more than $1200, and just as comparable with the one I bought. He said that he would not check any “junk” websites and only base his decision on what they had in the store. He told me to call Best Buy, and then yelled at the manager behind me, “This conversation is over,” and left. I was left standing at the cash register in the Customer Service area.
I called Best Buy customer relations from within the store, but they were of no help. They said they would not replace base on purchase price but “comparable technology.” When I said they were being unfair about comparing my computer the attendant on the phone said that was policy and there was nothing she could do.
So basically, to summarize, I bought a premium ultra portable laptop from Sony and it was compared to an Asus EEE netbook, under replacement, or a 15” Dell brick of a laptop that is worthless and not comparable. Salesmen are misleading when they are trying to sell you something. Good thing I didn’t order my laptop with the solid state hard dive, or else a comparable model would only have 60gigs of hard dive space. That is how “knowledgeable” the Geek Squad employees are, especially when the supervisor compares a premium notebook to a netbook.
I will not buy anything from Best Buy again. I spend thousands of dollars personally and more through my business, and I often refer my friends there as well. Not anymore, customer service is bad, the prices are more expensive when compared to internet shopping, and they rip you off. I encourage anyone not to buy from Best Buy and if you have to buy something there don’t waste your money any “peace of mind” insurance plans.
-Ignacio
We think Ignacio should launch an EECB (Executive Email Carpet Bomb) and see what Best Buy has to say, but we thought we'd throw this one out to the crowd first.
So, what do you think?
This is a test using rich text formatting and html links. It's the generic "company" ad that should appear on all posts with the Company category if they don't have an ad attached to a specific company.
Post a comment
Comments:
I think Ignacio should read the fine print of his extended warranty, and if it allows Best Buy to pull shenanigans like this, chalk it up to a life lesson. If it does not, small claims court.
Having worked for BBY for years (but not currently), this is clearly spelled out in the service plan brochure. Best Buy only takes into account the specs, so if you Sony was 13.3", 1 gb RAM, and a 1.0 GHz processor, they will get as close as possible to those specs. Brand, especially for computers, really doesn't matter according to the service plan. Sorry, but its pretty clear in the terms and conditions of the plan.
And come to think of it, would any legal-minded readers out there like to ruminate on the idea that a 'warranty' that does not replace the exact item covered (or better) is not, in fact, a warranty at all?
does it have a adjusted market clause?
I've started to find it physically uncomfortable to be in a Best Buy store (yes, I may have some psychological issues). I sure hope I don't end up getting another BB gift card again for christmas :(
Policy is now to find a comparable computer (item) on the floor and offer that for exchange or a gift card for the cost of that computer.
Now, what they were offering the OP was NOT comparable. the EEE PC might have been comparable in spec (speed, ram etc) but it is not a fully function computer (in my mind). He should have been given a comparable ultra portable computer.
New policy was to make people happier-obviously people are screwing it up already.
@NightSteel:
I agree that the best thing to do here is to read the warranty, word for word. I can't think of any reason why they couldn't write the warranty in any way they wanted. I can't think of any legal principals that would preclude this kind of thing. While I do feel for the OP, any complaint like this is somewhat baseless when it's not supported by anything. He needs to get the warranty and use the wording to argue with Best Buy. What he was doing in the store was arguing blind, while Best Buy, presumably knowing what the warranty says, was holding ALL of the cards. You can't argue what you "think" should happen in these situations, or argue about what you deserve. You have to have the text of the warranty, and say "This warranty, representing a contract between Best Buy and myself, says that I get X, Y and Z. You are offering me A, B and E. This is clearly a breach of the warranty, and it needs to be rectified immediately."
If the 15" Dell has the same specs then he is getting a fair deal. He handed over his money for style and then dropped the style on the floor. The warranty replaces the specs but they should be able to do better than what they are doing.
Wow, Thats Absolutely insane, but its great to know best buy is now the # 1 electronics retailer with no competition from Circuit city in most markets anymore.
an EE pc is NOT EVEN COMPARABLE to the Vaio TZ,
Call best buy executive relations and demand to speak with someone who KNOWS BOTH SYSTEMS BY NAME before they can project their own opinion on it!
I'm wondering, did Geek Squad provide an itemized list of repairs? Perhaps Ignacio should get his laptop back, with Geek Squads inspection report, then go elsewhere for another repair quote.
If it turns out that another computer place can repair the computer for $400.00 bucks, then the scenario changes quite a bit!
Could be that they are trying to make him pay the price for (multiple choice)
Their own incompetence in not knowing how to fix.
Their lack of staff to repair
Their desire to outsource for evenutal repair and sale as reconditioned
Their interest in making you 'go away' as quick as possible.
Perhaps the 'damaged' laptop ends up in some Geek's home, when it is written off as unrepairable?
Oh, I am just too cynical, huh?
I really wish people would stop shopping @ Best Buy. How can someone possibley reward the store with the WORST customer service with MORE business. You get what you deserve if you spend your money at this place.
"I'm not good with computers?" From the manager of a Best Buy? Are you kidding me?
Usually, these kind of things work out as "if we have the same model, you'll get that. But if not, we'll find one that's as close as possible to it."
While last year's $2200 laptop is probably worth more than this year's EEEPC, the $1000 Dell might be a pretty good estimate on the laptop's worth. Right?
This is why you shouldn't bother with the store warranties - but you should, for something like a computer, call your insurance company.
I have my laptop (and DSLR) added to my renter's insurance with a special rider. For my $2200 MacBook Pro and my $800 camera the policy costs about $5-10/mo and has no deductible.
I, too, dropped my laptop. I called USAA, told them what happened, told them about my computer and they said they'd figure out the price and call me back the next day. The next day they called me and then transferred $2200, the cost of a comparable brand-new laptop, into my checking account.
So simple, so wonderful, and such a great value (of course, this is with USAA... your mileage may vary if you aren't blessed with USAA membership)
@SkokieGuy:
You can't fix anything on most laptops for $400. They are ridiculously expensive to fix, at least with OEM parts. I think this is a common thing, where they replace rather than repair if it's anything more than a HD or DVD drive.
I always wondered about the "comparable specifications" clause. Honestly, I think they should take into account the quality of the workmanship. Next thing you know, they'll replace your 2.4Ghz Core 2 Extreme with a 3.0Ghz Pentium 4 because they are both 2.4Ghz Intel processors. Of course, that discounts the fact that a 3.0Ghz Core 2 Extreme is a thousand dollar processor and a 3Ghz P4 is about 40 bucks on eBay.
Maybe they should replace your GeForce GTX280 1GB card with a GeForce 8500GT 1GB because they're both 1GB GeForce cards... of course, one is 50 bucks and the other is 400...
Of course there's also the chance your Dell XPS will get replaced with a "similarly equipped" eMachine. One is a high powered, well-tuned gaming machine, the other is a trashy, bargain bin, economy machine that is just as likely to wet itself at the sight of a modern game as play it...
@sir_pantsalot: Only if you consider weight to be one of the specs. The high price was for more than just style.
I agree with NightSteel, he needs to read the fine print of the extended warranty, but still do the EECB either way, if only because of the rude experience. I hate that usually the people that work Geek Squad barely know anything about computers, no more than the average person does. If you can install antivirus software, they will hire you.
Have them give you a Macbook Air, and if you aren't a Maciac, turn around and sell that bad boy, and use the cash to buy yourself something at a competitor.
@SkokieGuy: Unrepairables get sent out per policy. Abandoned computers/electronics do too(yes it happens). There was a nice laptop sitting on the shelf for several months that I watched get boxed up and shipped out b/c the lady would never come in to get it.
Ouch. If sony still makes that model it should be pretty easy to prove that the value is not comparable. Looks like the most comparable laptop is $1649 MSRP.
Yet again, another reason not to shop at Worst Buy for major hardware purchases. Computers from retailers are nothing but sticker-ridden, bloatware-loaded, crap. Go straight to the manufacturer. You can often find MUCH better deals, fairer-priced warranties, and superior service, even from Asus... and that's saying a lot.
@opsomath:
Not uncommon at all. One of my previous managers at a high-end specialty electronics store on Michigan Ave in Chicago was a former Best Buy manager. He was completely and utterly incompetent. All things electronic were a complete mystery. But let me tell you, he could schedule employees and create nonsensical store and employee policies like nobody's business. People that get into management in these places are there because of their ability to do as they're told, to make schedules and budgets work and to push paper, not because of their superior electronics knowledge. The people with such knowledge rarely get promoted to management because they are the "Gems" that can't be readily replaced on the floor.
Wrong.
Best Buy is completely ignoring the fact that specs aren't just CPU speed/RAM/disk, but also physical form factor. Handing him a brick of a Dell laptop is *not* a comperable replacement.
It would be akin to suggesting that when your 32" LCD blows up, Best Buy could replace it with one of their 32" CRT screens they still happen to have in the way back of their store room. 32" is 32", right?
Sue in small claims court. Easy to do, no lawyers allowed and often companies don't even show up which typically results in an automatic win.
Weird... I had a laptop that I bought from BB a few (6) years ago. Had to take it into them for repairs a total of three times, but had the warranty program so I didn't pay for repairs. The third time, even though the three year warranty was about a month or two away from expiring, they took it back under some sort of lemon policy and gave me the purchase price as credit towards a new lappy. I even told them that I'd purchased the floor model of this laptop (for $699), and they told me it was last in their system for $999, so unless I could produce a receipt for $699, they'd refund me $999. I couldn't (honestly!) so they did (and I found the receipt a week or two later by coincidence).
Granted, this was about 3-4 years ago. But I guess the point of it is you'd think that they'd put up the purchase price... but maybe between now and then they figured out it could be a scammer's paradise, hense the delta between someone trying to do the right thing (initially) and a manager-type trying to override that. After all, you could just be on a great lease policy in that you buy a laptop with warranty and have it replaced 1-2 years later with a newer model, only being out the cost of the warranty, getting a brand-new one at a similar price. So it's easy to see both sides, unfortunately.
I'd be curious to know how much the repairs would cost, too. If they'd cost BB $1,400 and they're trying to total it out, only offering $1,200, that's just wrong.
What about contacting Sony and explain to them the situation and ask Sony to provide a list of comparable laptops.
Sony will likely be able to not only provide comparables, but comparables that Best Buy carries.
That makes it difficult for BB to continue to dispute with the OP.
@HiEllie: People lie about their computer knowledge in the interview. Its to BS answers. My manager told me he was pleasantly surprised by my knowledge after I was hired.
If you don't get any more money out of it, take a look at the macbooks. They're fairly light, compact, exceed your specs, and can bootcamp into XP or vista if you'd rather run that.
oh plus they'll only a grand.
First, don't accept anything less than the desired response. Don't let any employee place anything in your hand or on your person. Have them lay it on a counter or table so you can see what it is, then ignore it if it's not acceptable.
If store management won't listen to you, then EECB is the best bet. Ignore CSRs and customer relations; they're scripted. Let them know that you will decide what is an acceptable replacement, not them. You purchased your laptop for x features, so you want a replacement that has exactly x features or more. Don't expect to get a replacement based on purchase price though; warranties just don't work that way.
However, before doing anything, even going back to the store to activate a warranty (which Ignacio has already done), read up on your agreements. Understand what the manufacturers warranty covers, what the store-bought warranty covers, and what your credit card warranty covers if bought with a credit card. I mean read up on what you can receive.
Finally, get everything in writing. Don't agree to offers made over the phone. Tell them to mail or fax the offer.
Ok...so someone buys a Mac at BB (they sell those, don't they) with the accidental protection plan. They drop it. So now BB says they will replace it with a Dell Inspiron something or other with a 2.0ghz processor, 2gb ram, and 160gb hard drive because it's "comparable" in specs?
they might as well just sell him a desktop with a larger hard drive and faster processor and tell him they are giving him an upgrade!
I havne't shopped at BB for the past 3 years...90% of electronics I purchased have been through Amazon.com and they have never given me any problem. They even gave me a 10% discount on my aluminum Macbook 'cuz there was 2 pieces of dust behind the glass (I could get a replacement and return the "defective" one or get the discount...$130 for 2 specks of dust ftw!)
Sounds like Worst Buy at it's best. I will NEVER purchase from them again! The Extended Warrantees are crap. The service is crap. The products are last year's (out of date) models, they force software purchases on you, they force all sorts of extras, they refuse to honor any warrantee (manufacturers, 30-day, extended, etc.) This company needs to go the way of the dinasoar (gone, like forever!) Can't tell you the number of troubles I've had just trying to give them a chance. The reason the products are cheaper than anyone else, is they are all old models no longer made by manufacturer. Go somewhere else people! Got that!
@plamoni: You sir, have won the comment of the day in my mind. But alas, since I'm not a consumerist staffer i've got no say in the matter.
Huff? The manager's name was huff? Seems fitting.
@ChrisC1234: For what I know from Circuit City Rules for accidental.
Should you damage your device beyond repair, they will either replace with a refurbished product, or they will send you a gift card of what you paid for the device.
I used this on my iPod when I "dropped" it, they replaced with a refurbished iPod. I know we do the same for TV's. Some employees at my store would tell them to get the same thing, even though they have up to what they paid for, and the difference on a Gift Card.
CC Employee Jan 2005-October 2008
"because the sized and features that the TZ, they replied that they do it spec for spec and that my laptop only had 1gig of ram, a 1ghz processor and 100gig hard drive"
Wait a sec? This guy paid $2200 for a 1ghz CPU and 1GB of RAM and 100GB hard drive? I don't care if the laptop was paper thin, the guy got robbed from the get go. Technology changes every few months, what may cost $100 today will probably cost $60 is less then 6 months, because companies figure out how to build it cheaper. Take your $1200 and smile, cuz thats all your Sony Laptop is worth today.
Actually brand should be a big part of the replacement. People do have brand loyalities or reasons they don't buy another brand, and thus any replacement should really be from the same brand unless customers suggests otherwise (IE, it was Sony's fault the computer failed and now they want another brand).
But as a suggestion to the op, check out Toshiba, as they have ultraportables that are 12in, light etc in attempts to compete with Sony and are slightly cheaper. But you really can't compare an eeePC with these lower speced Sony Vaios because that also have battery life well over 5 hours (mine did anyways) and have built in DVD Drives, and 3G WWAN in addition to the fact that 11-12in is larger than 10 or 8.9in.
@NightSteel: FYI All warranties changed less than 6 months ago for accidental CC and BBY. They need to read the warranty for when you purchased your Laptop.
I have Accidental for my laptop it stated when I purchased that I could get a new Battery every Year. As of 4 months ago, it changed to 1 battery the lifetime of the Accidental Warranty.
Newly Former CC Employee.
@plamoni: Hey, I used to play World of Warcraft on a eMachine! Of course, I did have to add a case fan and graphics card to do it....
Nevermind.
@strife1012: Side note, Original Warranty applies for him, they cannot amend your warranty without Prior Knowledge.
Coming from a past Geek Squad/Best Buy Employee, the technology comparable argument is crap. Compare the two computers, you did not list what model of ASUS EeePC they were going to replace it with.. but most Sony TZs came with a CD-Rom. The EeePC does not. Also go really tech specs.. If you would like me to go through all of the spec difference between the two computers I can.. I can also assure you that it would result in the Sony computer still being better.
"because the sized and features that the TZ, they replied that they do it spec for spec and that my laptop only had 1gig of ram, a 1ghz processor and 100gig hard drive"
Wait a sec? This guy paid $2200 for a 1ghz CPU and 1GB of RAM and 100GB hard drive? I don't care if the laptop was paper thin, the guy got robbed from the get go. Technology changes every few months, what may cost $100 today will probably cost $60 is less then 6 months, because companies figure out how to build it cheaper. Take your $1200 and smile, cuz thats all your Sony Laptop is worth today.
Laptop specs don't end with RAM, CPU speed and HD size. Comparable specs INCLUDES the weight and size of the laptop. If there was a comparable replacement policy on your Excursion and Ford said, "Here's your Ranger. What? It's a truck with 4 wheels!"
As working for an extended warranty company (no not for Best Buy) here is what usually happens. As you are aware of technological advances and price drops you would be covered up to your purchase price so in this case $2200.
This issue here is that they cannot match for same functionality as its an ultra-light laptop. Granted sometimes they newer similar model might weigh a tad more that is something not controllable.
We wouldn't replace your laptop say its 4 pounds with one of 8 pounds unless you agree to the replacement, but overall we would try to match the size and specs of the unit and offer that as a replacement but PRICE is not what its based on.
Offering a netbook to replace a Vaio is like offering to give a house brand plasma in place of a high-end Sony or Pioneer. Ridiculous
My point is this, his computer is worth what he got TODAY...not what he paid for it. Hell my PC I just bought 3 weeks is probably already worth less. I understand the specs of a PC/laptop. Trust me. But the guy has to understand that his dollar spent "about a year ago" is not worth that same $ today. Simple as that.
For awhile Best Buy's policy was to give you store credit equal to the amount you paid for the original laptop. This policy effectively caused the warranty/insurance company that covers these protection plans to have kittens and they are now pushing the "comparable technology" clause in the fine print. In my humble and non-legal expert opinion Ignacio should draft a letter with a spec for spec comparison of not only processor speed and memory but weight and size as well. When Best Buy can not produce a "comparable" model the should be forced to pony up the full purchase price. Failing that complain to the BBB and if needed try small claims.
As an IT professional, I try to steer anyone away from purchasing a laptop at any retail box store. I normally suggest going to the manufacturer's website, and clicking on their "Small/Home Business" section and purchasing a laptop from that area. Business notebooks seem to be built a little better, and usually have better warranties. I also suggest upgrading the warranty to at least 3 years of on-site or mail-in service.
He's getting screwed. However, he is still coming out better had he not bought the damage warranty at all (so he's got to decide whether it is worth it to open his mouth and possibly lose his $1200 gift card).