Best Buy Thinks A New AC Adapter Is A Suitable Replacement For Laptop Battery

Back in 2008, Courtney bought an Asus laptop at Best Buy and decided that plunking down $329.99 for Geek Squad Black Tie Protection would be a good investment in case something went wrong with the computer. That extended warranty included one free battery replacement so with the clock ticking until it expired, Courtney decided to take advantage of this benefit to replace the current not-so-great laptop battery.

So Courtney went to Best Buy and filed a warranty claim for a replacement battery. The Geek Squad staffer was very helpful and provided a service order number and a number to call to check on the order status.

That’s where the fairy tale ends.

After receiving the e-mail that the request had been received, Courtney called the 888-BESTBUY number to get a status update:

Upon speaking to the Parts Specialist about my order, I was informed they would be sending me an AC adapter cord and not a battery, which is the only thing I need. The battery is what is not working so I have no need for another AC adapter cord.

As you can imagine, I was a bit taken back when the employee then told me they would not be providing me with a battery. I was not contacted at all to be informed they would be sending a power cord only and no battery. The employee on the phone told me the only way I would be able to get battery would be to find one myself then submit paperwork for a possible refund. Having paid $329.99 dollars for this service plan, I found this to be inconceivable that I would have to pay out of pocket to find the product myself, order it, then submit paperwork with no guarantee I would be repaid.

After this phone call, I decided to go into the store to speak with the Geek Squad employees at Best Buy about this issue. The employee I spoke with said once a request was sent out they have no way of tracking whether or not I will get the battery requested. The best advice they could give was to create another service order where they would try to order a standard battery instead of the extended capacity which is what my laptop originally came with. Once this service order was submitted I was once again given paperwork and told to call Best Buy to confirm I would be getting the battery.

When I called this afternoon I was told they were not sure if I would receive a battery and I was given the run-around giving several contradictory excuses of why they could not confirm I would receive a battery or not.

The bottom line is that the Black Tie Protection policy by Best Buy has failed numerous times and I am receiving no help from your service department. Every employee I have spoken to tells me something different and does not seem to care about my situation, but would rather pass me off to someone who might lend some knowledge or attention in their place. I purchased the Black Tie Protection Plan to protect me from this exact situation but am now being denied my rights under the agreement.

The details of this woeful warranty have been sent in an Executive E-mail Carpet Bomb to the biggies at Best Buy, which has been trying to bolster its image as a place with tech-savvy, knowledgeable employees that care about customer service. Courtney’s experience demonstrates that this is not always the case, and hopefully the company will do something to make things right.

Comments

Edit Your Comment

  1. Cat says:

    If you’re buying something from Best Buy, you will need a protection plan.

    I suggest a condom, ’cause you’re going to get fucked.

  2. Power Imbalance says:

    1st mistake: Best buy
    2nd mistake: plunking down $329.99 for Geek Squad Black Tie Protection

    • dicobalt says:

      This is what happens when you force sales quotas on technical support people. The company can say “Oh it was the employees fault, that’s not our policy”. When the reality is that management is silently forcing underhanded tactics because you loose your job if you don’t make sales figures. This type of strategy is used throughout large corporations that are mainly based on customer service and sales.

      The important thing to remember is that BestBuy techs are also salesmen with an unrealistic quota that they must reach.

    • BurtReynolds says:

      $329 warranty? I didn’t realize BB sold custom gaming laptops.

      Oh yeah, it is Best Buy. That warranty was probably for a Celeron powered Compaq.

      • some.nerd says:

        FWIW, I bought a Gateway laptop from BBUY in early 2005- a 2 ghz Athlon 64, 1 gig of RAM w/64 mb dedicated video memory, wi-fi and DVD-RW. It was one of the higher-up systems, and me being 21, I decided to opt for the 3-year warranty.
        Fast forward 2 and a half years later, ol’ Lappy486 randomly powers-off. After 2 separate trips to Geek Squad and being told they’ll fix my laptop (total time: 2 months), my now-wife verbally kicks their asses and gets them to basically refund my entire purchase (roughly $1800) for me to buy a replacement machine. My replacement ended up being an HP 1.5 ghz double-core with 2 gigs RAM (256mb dedicated nVidia) and ~2.5x the HDD space. WHAT WHAAAAAT

        TL;DR: Sometimes warranties do pay off, but it helps when you have a wife who knows how to bend evil corporations to her will. I typically don’t buy them anymore.

  3. Mac says:

    Extended warranties aren’t a good choice. The margins on TVs and computers is paper thin. Best Buy pushes all these services and warranties to bump up their bottom line.

    Black Tie Protection ?, a more apt name would be “We got your money – Now go Away.”

    • consumed says:

      When I worked at Geek Squad a year ago they had just outsourced their parts provider, and occasionally, our customers would receive a battery instead of an AC adapter, or vice versa. There was a 1-800 number of the parts company to call on the packing list inside the box that the part came in, and the majority of the customers were too stupid or lazy to call that number to get the correct part. At the store level, Geek Squad agents had NO visibilty or tracking ability into the parts ordering process. It truly was horrendous and the employees hated it just as much as the customers. We basically just had to shrug our shoulders and apologize to the customer that our systems and parts provider was a piece of ****. Best Buy was too profit hungry to invest money into the service order or parts ordering systems, so they let it all go to hell.

      • OSAM says:

        Customers shouldn’t have to call a number – stupid, lazy, or otherwise – to get WHAT THEY ORDERED. Especially if it was through a $330 service that promises to get them what they need.

      • Fubish says: I don't know anything about it, but it seems to me... says:

        I think I see the problem: Best Buy Employee Thinks Customers Are Stupid Or Lazy.

    • consumed says:

      On the other hand after working there I would debate your argument that the extended warranties aren’t worth it.

      I helped hundreds of customers with busted laptop LCD screens, bad hard drives, shattered iPhone screens, HTC EVO’s that looked like they were run over, broken car stereos, and for the majority of them the extended warranty more than paid for itself over the life of the products.

      Of course, if you’re one of the people who bought an extended warranty once and was lucky enough to never had to use it, you’re going to say bad things about them.

      • Dallas_shopper says:

        I’ve never bought an extended warranty on anything and have never needed one. The capacitors on my gigantic Samsung TV have gone out twice in the four years I’ve owned it, but I got Samsung to fix it for free both times. *shrug* My household major appliances are covered by my home warranty.

  4. AustinTXProgrammer says:

    So is the catch they don’t have the battery for the older laptop and have no mechanism to source one?

    • DerangedKitsune says:

      Pretty much, that’s what it looks like.

    • joako says:

      That’s what you get for buying consumer crap. My HP Elitebook is 3 years old. The original battery still lasts 8+ hours. If for some odd reason it didn’t I certainly can get a replacement from HP or one of their authorized resellers. Consumer crap is here today, gone tomorrow. Just bought an replacement battery for a 5 year old Lenovo ThinkPad T60 in November, the computer itself is still in perfect condition. You get what you pay for.

  5. Conformist138 says:

    OP should have bought a computer from “insert choice computer company”
    I can’t believe people still shop at Best Buy
    I bet something stupid like this is in the contact and the OP should have read it carefully

    Hey, BINGO!

  6. rlmiller007 says:

    Small claims court..oh, and don’t shop at Best Buy.

  7. dangermike says:

    I realize this is more of a Best Buy warning tale, but I’ve said it before and I’ll say it again:

    Do not buy Asus laptops if you value competent warranty service.

    I have been on a crusade against them ever since they refused to honor an accidental damage warranty a few years ago. Several weeks of run-around along with a BBB complaint after which they promised action but failed to act have completely soured me on the brand, and I advise everyone else to approach them with high caution. Their prices are good. Their craftsmanship, in my experience, is a cut above the competition. However, their unwillingness to honor a service contract THEY OFFERED and I PAID FOR is simply unacceptable.

    • Power Imbalance says:

      Thanks for the heads up, I was just looking at buying one for grad school so based on your experience I’ll look at something other than ASUS.

    • WyomingGunAndHuntingEnthusiast says:

      Not sure why you’re having so many problems with ASUS. I only use ASUS components in the systems i build and will only buy ASUS laptops. I have had very few problems with their components and machine, and when i did have to have a warranty replacement or service done i never had a problem, always got resolved on one phone call. Thousands of other people have also had great experience with ASUS, don’t throw ASUS out the window because you read one negative experience.

      • Power Imbalance says:

        Yeah you’re right I’ll keep them in the running but I’m sure as shit going to dot my I and cross my Ts reading the warranty info if I do get one.

      • dangermike says:

        I didn’t have a lot of problems. Just one. In fact, before the laptop incident, I preferred to use their components when I built computers. My experience was that they we generally well-engineered and well-manufactured. However, in denying my warranty claim, they violated the terms of their own contract. I would go so far as to say they defrauded me for approximately $800.

    • gatewaytoheaven says:

      I vehemently disagree. I was in computer sales for 5 years selling all major brands (and Apple for the past three years). ASUS was the only brand that I consistently saw a limited number of returns or warranty claims. I still had the to push the store warranty, but our tech department agrees that ASUS was 1. hardly ever in the shop 2. had a phenomenal manufacturer warranty 3. easy to work with. If I did not own an Alienware system that I got on a steep discount, I would be using an ASUS laptop right now.

      • shepd says:

        And I have to disagree with your disagreement.

        I ran a computer store for 4 years and while Asus was great the first year, the moment they came out with their low cost X-Series, their reliability went in the toilet, nearly rivaling that of ECS/PCChips. We had more problems with their boards than any other big name manufacturer and I pushed MSI because I didn’t have the time to deal with returns.

        I can’t comment on if Asus is competent at warranty repair, because the failures were early on enough I swear they never bothered to burn in the boards, so they went right back to the distributor.

    • BurtReynolds says:

      I actually found ASUS’ parts availability to be excellent, even 3 years after purchasing my laptop. I cracked the plastic case on the LCD and was able to buy all of the parts from ASUS to replace it. I also easily found the ASUS service manual for my model.

      I never had a warranty claim with them, but the fact my laptop had a 2 year warranty (plus an extra year from Amex) was a cut above the rest.

      • dangermike says:

        Warranties don’t mean much when they’re not honored.

        The specifics in my case were that I purchased a UL30 (it was a core2 ULV machine), paid about $50 more for it than similarly equipped competitors’ models specifically because they offered a 2 year rather than the more common 1 year warranty, and because the warranty included a 1 year accidental damage clause. Also, I had used their products preferentially in system building projects since the mid-to-late 90′s. They hardware did seem to be well designed and well manufactured which was what I would have expected. Despite being typically very cautious with my computer equipment, the laptop managed to take a dive from a work table in my garage and cracked the screen. Reading the warranty, this seemed to be the exact kind of damage it was meant to protect against. Despite having registered the warranty soon after receiving the computer and filing my claim less than 6 months into the warranty period, I was told that I had not registered the laptop. As it turns out, they had a second registration website that was not referenced only on a small notecard tucked in the user manual and not linked to from anywhere on their support site which is where I registered. As far as I’m concerned, it was a classic bait-and-switch scam, and my options after they denied the warranty would have been to have a new screen installed at almost half the price of a new laptop or go ahead and upgrade to a competitor’s Core i system for a little more. So the $800 bucks I spent on the Asus laptop rented me a machine for about 5-6 months. Bravo. Never again.

    • elangomatt says:

      I probably won’t be buying Asus again because the 64bit laptop that I have from them only supports 4GB of RAM. Other motherboards from other companies with the same exact chipset and processor support more, but ASUS just doesn’t want to write new software to support more RAM on an older laptop. Oh, and Best Buy is guilty in this too I think because I am pretty sure the in store literature said “upgradable to 8GB of RAM”. And before you ask, the only reason I went to Best Buy for a laptop was because I had $250 worth of gift cards and reward points to spend.

  8. AustinTXProgrammer says:

    That letter is too wordy for an EECB. Simply put Best Buy needs to honor the warranty or refund the cost of the warranty (which is more than enough to buy the battery).

    The $329 warranty doesn’t sound too bad if it truly covers batteries. I paid $99 for a 3 year battery plan for one replacement when I bought my Dell 20 months ago. I’m wearing out my first battery as thoroughly as I can before I order the new one (I’m probably giving it another 2 months). The battery is normally $160, and the aftermarket ones I have used in the past suck. I looked at it as a discount for pre purchasing the first battery replacement. Honestly I’m surprised my battery is still working as well as it is now, they usually are very sad after the first year.

    • elangomatt says:

      The warranty only covers one battery replacement according to the article. Not so good of a deal unless some major repairs have to be done (and are done) under the warranty.

  9. EllenRose says:

    I just bought replacement batteries for two computers (a Dell laptop and an HP Pocket PC) from Amazon. Cost $29.99 total, including free shipping. That is three hundred dollars cheaper than $329.99, and it did not involve Best Buy. Overall win! For computer stuff, always check Amazon and NewEgg first.

    • gman863 says:

      Amazon is a great source for notebook batteries and AC adapters. The only caveat is to check the user reviews on a specific product before buying. There are several crappy brands of adapters and batteries that have 1 or 2 star average ratings.

      The 4 or 5 star rated product may be $5 or $10 higher but it’ll still be 50-80% less than Best Buy.

      PS: I own a PC repair shop and buy an average of 20+ batteries and chargers off Amazon every month. Even my wholesalers can’t beat their prices.

    • Jawaka says:

      So how much could you get the replacement motherboard or LCD screen for in case they went bad? They’re also not as easy to install as a laptop battery is.

      • gman863 says:

        Please see my other post below. At my PC shop, a screen replacement is about $170-$200; a motherboard will cost upwards of $200 (if available, depending on the age).

      • andre nickatina says:

        If Best Buy couldn’t get a battery, do you honestly think they’d get a motherboard?

        • Jawaka says:

          It really has nothing to do with Best Buy and I’m sure everyone here knows that. Their warranties are likely handled by Service.net or Assurant just like other retailers. Now I know that ultimately Best Buy should be responsible and find a way to step up and take care of the OP but honestly the local tech has like zero control over the situation. He can only follow the system that was built around him. The OP needs to get local and/or district managers involved.

      • BurtReynolds says:

        SquareTrade? Pay a fraction of the “Black Tie” warranty. The service can’t be any worse.

  10. chizu says:

    Great Best Buy story (relating to an AC adapter) that my friend shared with me. A while ago, she took her laptop to Best Buy to get checked out — she had some viruses or whatnot on her system. She didn’t have her original AC adapter for her laptop, but had another one that would work, so she brought that with her to the store.

    The GS guy tried to flirt with her and impress her with his vast computer knowledge. He looked over the system and noticed the different AC adapter, and he said to her. “Oh, I see what the problem is. You have the wrong AC adapter for your laptop — that’s how viruses got into your system.”

    Let’s just say that didn’t impress my friend at all, at least not enough for her to leave her laptop and phone number behind (he asked for it). But we were all like, does anyone actually believe in something like that? (She did eventually get her laptop repaired — but through a friend and not Geek Square.)

    • Axon2 says:

      Good God…..that’s too stupid.

      She should have asked him if the machine had LRF support and see what his answer was.

      LRF=LittleRubberFeet

    • sprybuzzard says:

      There is a .gif floating around of Fry narrowing his eyes as it pans in closer. That would be the face I’m making at that employee.

  11. BETH says:

    I bought a new battery for my Dell laptop on Ebay for $20. It’s hard to believe that Best Buy wouldn’t stand behind their warranty for such a cheap part. Well, we now know what their Black Tie Protection Plan is worth.

  12. Maltboy wanders aimlessly through the Uncanny Valley says:

    A better title would be:

    Consumer Thinks Best Buy is Suitable Replacement for Electronics Retailer

  13. VermilionSparrow says:

    I’m not surprised, because as a corporate tech support provider, I can’t tell you how many times I had people call in for problems with their laptop’s “battery” when it turned out to be the AC adapter that was malfunctioning. Successful, educated professionals would, when I told them that the proper name for that electrical cord with the plastic brick in the middle was “AC adapter” would say “No, it’s the battery.”

  14. Axon2 says:

    Since the demise of Circuit City, and some others I can’t even remember now, Best Buy seems to be the last of big box stores devoted to electronics. Guess they’ve decided they don’t have to give a damn anymore. Get your money and then forget about customer service. Why bother? there’s always a new sucker walking in the door.

  15. Outrun1986 says:

    $329 for a warranty, that is insane, you could probably buy a new laptop for that price or maybe a little more. I wouldn’t plunk down this type of cash for a warranty unless I really knew what I was getting and the company was 100% proven reliable, which is not the case with BB. Unless they were going to replace the laptop on a whim if something went wrong, that does not seem worth it. If you had a better laptop and you are really worried buy a warranty from the manufacturer, at least you know they will likely take care of you. Heck you would even be better off with squaretrade for this. It would just be cheaper to order a battery online probably if you needed one, this stuff certainly doesn’t cost $329 that’s for sure.

    • Axon2 says:

      Yeah, that’s steep for a service agreement. It should include some servile groveling from from the tech department “What? it’s BROKEN? We’re SO sorrry!!!!”

    • hansolo247 says:

      Apple only asks $249, and has a history of actually honoring them.

      • CurrentGeekSquadEmployee says:

        The history on this site is poor, but that has no basis in the reality that is every day at thousands of stores across the country.

        In fact, our history of not honoring warranties is evident today in the 2 laptops that I no-lemoned and contacted the client to get a new one, the 6 that are back from service for various issues, 3 with damage from drops, 1 from a liquid spill, 2 others with various hardware malfunctions. All fixed under GSBTP with no charges and the 2 others after having spent time and money to repair it originally now being replaced.

      • BurtReynolds says:

        A Macbook Pro is also typically much more expensive than a typical Best Buy PC.

  16. gman863 says:

    +10

  17. oldwiz65 says:

    I am shocked by the cost of the Black Tie Protection. Why anyone deals with Geek Squad is beyond me.

  18. Vox Republica says:

    The computer and plan were purchased in 2008. Two thousand and eight. I didn’t know Best Buy was as awful as it is until I started reading this site about a year ago–and I’m sure there are far more of me out there than the seemingly ever-present Learn√©d Elders of the Retail Internet that populate the comments section. Bullet point: Monday morning quarterbacks are obnoxious in all walks of life.

  19. foodfeed says:

    Is it a pizza?

  20. PsychoRaven says:

    Oh gee Best Buy. Who would have thought they scammed another customer out of their money on their “Protection” plans. Hopefully someday people will learn and tell Best Buy where they can shove those “Protection” plans.

  21. and_another_thing says:

    My mother is very good at getting retail service providers to provide service, right there on the spot. She called Best Buy to heel for one of these and got the battery replacement.

  22. gman863 says:

    As a PC repair tech, there is some value in getting an extended warranty on a notebook PC, so long as it comes with accidental damage coverage.

    If you decide to add an accidental damage/extended warranty, don’t buy it at the retailer or through the manufacturer. I get my personal ones at SquareTrade (www.squaretrade.com): Their claims reputation is much better than Best Buy and the warranties cost about 50% less.

    Based on my experience, the three most common out-of-warranty notebook issues are:

    * Failed hard drive (about $150 including the cost of getting a restore DVD from the PC mfr.).

    * A shattered screen due to dropping on sitting on the PC – about $170-$200.

    * Cooling fan failure. Replacing the cooling fan on most models requires complete disassembly of the PC ($125-$175 depending on the cost of the fan). If the cooling fan issue was ignored and the CPU or board does a Chernobyl, the repair cost will equal or exceed the cost of a new PC.

    Keep in mind these are rates reputable PC repair shops charge. For Geek squad’s price, multiply by at least two.

    • BrownLeopard says:

      +1 to fellow repair nerds :)

    • CurrentGeekSquadEmployee says:

      Except for the fact that your prices are wrong, you are mostly correct. HDD replacement we are around $200, LCD/LED screen replacements we are around $220.

      • gman863 says:

        My shop is about two miles from a Best Buy. My price research is based on what customers have told me Best Buy quoted them on the same repairs.

        Granted, Best Buy’s price may have been “packed” to include anti-virus software and other add-ons. I include either MSE or AVG on a drive restore at no additional charge.

  23. Bionic Data Drop says:

    How Best Buy does not consistently win the Golden Poo is beyond me. They don’t even try to hide how sleezy they are.

  24. PlumeNoir - Thank you? No problem! says:

    You forgot the up-sell, too. What, you think you’ll get free lube? It has a monster of a mark-up…

    • PlumeNoir - Thank you? No problem! says:

      Damn…that was a reply to Cat’s first comment.

      Hell, I think it stands on its own…

      • Jaynor says:

        it’s monster brand lube ™ – so it’s gold-plated and hermetically chaos-sealed for a smoother raping experience. Also it’s like 60 times the price of similar lube on monoprice.

  25. BrownLeopard says:

    Wasn’t there just an article a while back where the CEO said they’re trying to get better? Well, at least they gave it the ole’ college try!

    Best Buy hates when I park between Target and them. I have big magnetic signs on the doors of our vehicles that say “Don’t let wannabe nerds break your stuff! Call us!”…and then I go into Target (which is next door). It’s gotten me quite a few angry-at-Best-Buy customers!

    • Round-Eye §ñ‰∫∫„ÅØ„Ç≥„É≥„Çπ„Éû„É™„ÉÉ„Çπ„Éà„ÅåÂ•Ω„Åç„Åß„Åô„ÄÇ says:

      That’s awesome. You need bigger signs, too; perhaps one of those billboard trucks.

    • pamelad says:

      So clever, BrownLeopard!

      Reminds me … I used to work in the advertising business and went to a few major conventions. Most of the keynote speakers’ addresses were about major ad campaigns. But my favorite story from a keynote speaker was about a longtime small-town barber who was unfairly undercut by a new, ruthless and nearby competitor. The friendly barber rented billboard space practically on the competitor’s roof.

      WE FIX BAD HAIRCUTS! $6.

      Successful little mini-campaign with a happy ending.

  26. Alan says:

    after the ac adapter comes in, take it back, they send out a new ac, take it back again, they send out a new ac adapter, invoke the lemon policy and get a new brand new laptop. Sadly the warranty/lemon policy cirucs I’ve been doing at best by for about 8 years finally ended :(

  27. kevinroyalty says:

    read my lips “Small Claims Court”. have the nearest BB served.

  28. Mike says:

    I would suggest an official complaint to your state’s insurance commissioner. Suggest that if Best Buy employees are going to sell insurance they should be required to get licenses as insurance salesmen. Send a copy to Best Buy.

  29. IntheKnow says:

    NEW “Customer Service” Companies administers the Worst Buy Bleak Squad Columbian NeckTie protection plans. If a battery loses at least 50% of the original charge, the plan is intended to replace itone time. Proving this is another story. You might as well have a lawyer write a letter.

    +1 to the poster who said to take it to small claims court. Carpet bomb emails will eventually work, but will not solve the problem.

    Rachet up the bad publicity by taking this to you local Action News/Consumer Reporter and get some outside muscle on your side.

    The $329 price is intended to lure the unsuspecting to “Geek Squad access,” i.e. customized service. Any rational thought as to the price of the plan to the price of the laptop is shunned upon by BBY.

    FYI – the odds of failure have very little to do with the price of the unit – the prices are pegged at a percentage of the retail price – ONLY, to pad their profit margin.

    Consumerist – you need to reach more media outlets with stuff like this to have a greater impact on BBY shenanigans.

  30. scottd34 says:

    The first mistake was buying from best buy in the first place… everything else is business as usual.

  31. Vandon says:

    The story suggests their battery just didn’t hold as much charge as a new one. I’ve not seen ANY extended plans that cover replacing a working part.

    When it was checked out, they probably charged it up, unplugged it and let it run a while on battery and said “problem solved, she’s got a bad adapter”

  32. DrPizza says:

    You made a reasonable effort. Document it, get names. Go to small claims court. Argue not for your battery, but rather argue that the warranty service was worthless because they failed to meet the terms of the warranty. Get *THAT* money back, then buy a couple of batteries.

  33. areaman says:

    Geek Squad Black Tie Protection LOL

    Worst Buy making entries early and often for WCIA.

  34. TimelessFinanceCom says:

    Step 1 – Only buy products from companies whose warranties MEAN something.
    Step 2- Buy it on a credit card that doubles the manufacturer’s warranty.
    Step 3 – Keep the receipt and warranty booklet in a little box or envelope with all your other warranty booklets/receipts.

    Alternately (or, if the warranty doesn’t cover the battery, concurrently):
    1) save the $329 you would have foolishly blown on a worthless “protection plan”
    2) use your money to purchase a replacement batteries on eBay for $10 a pop

  35. HalOfBorg says:

    The wife and I never buy extended warranties on anything, so we figure we are SO far ahead of the game (almost never an electronics problem except on old stuff) that even if the big screen dies right now we’d break even buying a new one.

  36. CurrentGeekSquadEmployee says:

    It’s amazing how many of these comments are from people who have no idea how the system works, yet they are experts on it.

    I guarantee that the employee picked the wrong item from the pull down menu when selecting what part to ship. All the OP has to do is take AC adapter to Best Buy and have them order the correct part.

    It’s a simple mistake that can be easily corrected, and because it’s on this site it gets way more attention than it deserves.

    In fact, the OP is welcome to send me a message with their STAR service order tag # and I will verify what happened. That won’t happen of course, because no one cares about the facts.

    • Doubting thomas says:

      Way more attention than it deserves? She shelled out over $300.00 for a protection plan, the employees make an error and 3 levels of employees tell her she is just screwed. That deserves attention. That also deserves torches and pitchforks. The only fault I can lay on the OP is that she was gullible enough to buy a fake warranty from a pretend IT department. She shouldn’t have to bring anything in at all. For a $300.00 “Black-tie” program she should be able to send an email saying she needs a new battery and one should show up at her doorstep in about a week at the outside. If she does have to go in it should be a 3 minute transaction and she should walk away with a new battery in her hands.

      • CurrentGeekSquadEmployee says:

        It’s way more attention than it deserves because of what I mentioned. I do 2 or 3 of these each time I work, they are 5 minute deals where the biggest part of it is finding their policy number because the customers don’t keep records. The only time we don’t replace a battery without checking is usually in the first year. A year, 2 years, into the contract we know the battery is not holding an adequate charge.

        This was a screw up that got overblown.

  37. sjb says:
  38. dirtyblueshirt says:

    This. Is. Why. You. Never. Buy. A. Third. Party. Extended. Warranty.

    Some shoppers will never learn.

  39. duke40 says:

    God all the whining and crying over a battery. If you are thinking of buying an extended plan consider if it will get you better faster service and coverage if you are stupid and drop it or break the LCD screen then it might ..MIGHT be worth it.

    IF you are thinking about it as a source of a replacement battery you are wasting your money. For anyone buying a laptop ..batteries fail, they do ..they are a consumable product. Add the cost of a battery every year to the price when deciding to buy one. If you need it you have put aside the money for it. Don’t people buy a spare anyway for when you need to be away from an outlet for extended period?

  40. Awesome McAwesomeness says:

    Small claims.

    • bread angel says:

      I had one bad experience with Best Buy and will never have another one–I simply will never shop there again.

      BTW, Apple has been great with their extended warranty.

  41. Levk says:

    Wait… you brought something at Best Buy and you are surprised you got no help?? That… That like going to jail and bending over and getting surprised there is a dick in your ass… Just saying

  42. CornwallBlank says:

    You might find this article (at Forbes) enlightening: http://www.forbes.com/sites/larrydownes/2012/01/02/why-best-buy-is-going-out-of-business-gradually/print/

    The author neatly covers your experience (and many like it). Best Buy can’t possibly go out of business soon enough.

  43. sahovaman says:

    I work in a computer shop, and at least once or twice a day I hear “I had a geek squad warrenty… … …” They don’t seem to cover anything. Obviously they won’t cover software, but hardware issues that shouldn’t have been an issue under any warrenty policy were denied, and I got their business. Geek Squad is a plague on the repair community, and almost a god send for me since I have so many people move from the squad to my shop and allows people see how great of a shop I run. My prices are much more reasonable than the geek squad, and all my work isn’t sent out to a repair facility.

    • Outrun1986 says:

      It seems that a good way to start up a computer repair business is to locate yourself relatively close to a geek squad or BB location. Then you will reap the benefits of everything that Best Buy breaks when they come running to you. If you can fix it on site within a reasonable amount of time and charge less than Geek Squad you have yourself a customer for life.

  44. DrLumen says:

    Wow, $329 for some type of GS extended warranty.

    I bought an extended warranty for my Lenovo laptop and the additional 2 years was only $79. It covered accidental damage and all that stuff too. It did not cover the battery but apparently the GS extended whatever doesn’t either.

    Point I’m trying to make is… if you want to get an extended warranty go with the OEM. No need to buy it from some insurance company that is going to make you jump through rings-of-fire to get any type of service. Plus, with an OEM warranty, you can take it to any approved repair center to get it worked on and not have to take it to BB or GS.

  45. mdoneil says:

    Just sue them. Why talk to clerks?

  46. Jeepman says:

    Blames the OP For SURE
    Shopped at Best Buy AND bought “Black Tie”

    Deserves what she gets. Sorry.

  47. FrankReality says:

    Damn, I’m surprised some scum-sucker lawyer hasn’t gone after Best Buy with a class-action suit since their extended warranties aren’t worth the paper they’re written on.

  48. A says:

    When I got my first laptop, I got the protection plan from best buy because I didn’t want to spend all that money and have it go to waste. I must say – I am glad I did, because I had a few keyboards replaced and also had a power cord go out. However, I have found that they do not go out of their way to give you what you paid for. I waited, and waited…..and then just forgot about getting my new battery. Then, last year, I made an off-handed comment about it to a friend and she said “duh, you have to call them!” I was like “wait, but I paid for it!” To me, that is bad business. I am not so excited to get this stuff now, because I know I can get plans from other places.

  49. Hotzpacho says:

    1. I worked at Best Buy, so let me offer some insight.
    2. Geek Squad are glorified IT wannabes. They’re just regular employees, none of them have IT degrees or certifications. They get paid between $8-12 bucks an hour. IT graduates from a 4 year university get on average $55,000-65,000 a year to start.
    3. I’ve seen employees go from cashiers or car audio to geek squad.
    4. Best Buy trains the employees by requiring them to take quizzes or tests on their store computers. Ironically these quizzes can have their answers recorded and then passed on to the next employee.
    5. Employees don’t know what their selling, meaning the products themselves. Employees are required to give a sales pitch, sell an item that has a high mark up and earns best buy more money in the process. Forget what the consumer wants or needs.
    6. The computers people buy in the store, namely desktops are filled with lowest bid parts and the consumers think they’re getting quality.
    7. You’d be amazed if you worked in the warehouse. They man handle the merchandise. I once saw a guy dropping Xbox’s from about 12 feet onto the concrete floor because he was too lazy to walk them down the ladder. Ironically the warehouse manager or at that time, the product process manager stood by and watched.
    8. The company doesn’t hire or require their managers or even district managers to have college degrees. That’s because Best Buy is all about making themselves look like a million bucks, with a bunch of employees who couldn’t or can’t make it in college. How often have you seen Best Buy promote universities? They pay their employees slightly over minimum wage to make the appearance of being great yet i knew an employee who worked for the company for 11 years, managed millions of dollars worth of merch for about 6/11 years and made $44,000 a year before taxes. Someone who had a college degree in business would start out making $44,000/yr. Best Buy doesn’t want to pay their employees great, doesn’t require degrees for their management because they don’t want to have to pay big bucks, train their employees with cheat-able 5 minute quizzes, yet advertise like their super intelligent.
    9. I called Geek Squad to ask about their warranties and services and the geek didn’t know what was what. The difference between a IT graduate and a glorified nerd, right?
    10. I called Best Buy the other night to ask a “customer service specialist”, there’s nothing special about them, trust me i used to be one, what components were inside a computer a friend had recently purchased. After about 15 minutes of answering 0/10 questions I had he explained he didn’t know the answers, duh, and that i should contact Dell. BTW Dell should be on this list!!!
    11. I remember i tried to apply for tuition reimbursement. They delayed the process for so long that when they finally got back to me, they said I was passed the qualifying date. It took them 3 months to give me a reply!!!! They deliberately delayed it so i fell outside of the cut off date.
    12. they hound their customers and don’t care what they want.
    13. I could go on for hours about this company and I’ve seen it from both the employee and the customer side.

  50. Hotzpacho says:

    Had Best Buy not faced off against EA in the 2nd round they could have easily made the quarterfinals. BETTER SEEDING NEXT YEAR!!! lol