Hewlett Packard HP512N - On August 31, 2004 I brought my daughter's Hewlett Packard computer to Best Buy in Cambridge, MA to get new RAM installed because it was running slow. I was told that the problem probably wasn't the amount of RAM, but rather I nee

Hewlett Packard HP512N - On August 31, 2004 I brought my daughter's Hewlett Packard computer to Best Buy in Cambridge, MA to get new RAM installed because it was running slow. I was told that the problem probably wasn't the amount of RAM, but rather I needed Spyware protection, a new antivirus program, spyware removal, diagnosis, troubleshooting, system customization, and more.

Best Buy

My daughter’s computer, a Hewlett Packard HP512N, is dead after Best Buy did work on it to improve it! I’m told it’s the motherboard. Below is brief description of how Best Buy charged over $500 to destroy this computer.

On August 31, 2004 I brought my daughter's Hewlett Packard computer to Best Buy in Cambridge, MA to get new RAM installed because it was running slow. I was told that the problem probably wasn't the amount of RAM, but rather I needed Spyware protection, a new antivirus program, spyware removal, diagnosis, troubleshooting, system customization, and more.

This totaled $207.89. I discussed with the Best Buy representative whether this computer was worth spending this amount of money. He assured me that it was.

Finally after the above was done, the technician told me I should buy more RAM. They did not have the RAM that was advertised in the Best Buy weekly flyer so I agreed to purchase RAM at full price and pay for installation.

I was told that Best Buy would not offer a discount on the RAM that they had in stock even though the advertised sale RAM was not available. (The sale flyer had just come out the previous day.) This brought my total expense to over $500.

There was a lot of problem getting this work done when promised. I was told many times that it would be ready “tomorrow.” Then the next day I was told the same thing. Several of the Best Buy representatives were quite rude in the process. As an example of the rudeness of Best Buy’s representative, one time when I asked when I should check back I was told, “Why don’t you save yourself a phone call and wait for us to call you?”

Another time after I had been at the counter for a long time and had been shuffled around to various clerks I asked that they pay attention to my situation, I was told that Best Buy runs a “retail establishment” and can not focus on just my transaction. Only one manager tried to be helpful.

When my daughter turned on the computer, the screen shortly flickered wildly and then froze completely. After spending over $500, the computer no longer worked!

The Best Buy in Danvers, which is closer to where my daughter goes to school, refused to look at the computer stating that they would not back up work done at another Best Buy. My call was supposed to be transferred to the Danvers Service Manager, but instead was disconnected.

I took the computer back to Cambridge. While I waited, I was told it was “bad memory.” Then it was “gunk.” Then it was “we don’t know, you’ll have to leave it.” After many phone calls, usually with a new person each time, I was finally told the computer was ready. When I asked if it was fixed, I was told, "No, you need a new mother board and we don't do that!"

Best Buy denies that anything they did contributed to the destruction of my daughter’s computer. At the same time, I was never given a good explanation for why the motherboard died, only that, "It was this computer's time" as if we were talking about a sick person in the hospital! The Hewlett Packard Pavilion 512N is less than two years old. It is not believable the Best Buy’s repair service had nothing to do with the death of this computer.

I did manage to get Best Buy to refund the money I spent for the memory, but now I've still spent over $200 and have a useless computer. Additionally, the amount of time that this problem has cost me is great. Between phone calls, driving to Best Buy, and driving to my daughter in Salem, I’ve spent many hours trying to resolve this issue.

I am pursuing this complaint with the Better Business Bureau among others, and would like a complete refund plus compensation for destroying the computer.

The service order number was 00537-776738746.

Sincerely,

James O. L

James L

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