Best Buy, Humble, TX - purchased Sony laptop in Aug., 2002 - Best buy nor Sony will repair defective laptop

# 2 for June 19, 2003

Complaints.com received the following on June 18, 2003:

From: Email User

RE: Best Buy, Humble, TX - purchased Sony laptop in Aug., 2002 - Best buy nor Sony will repair defective laptop

I came to this site to see if there was something I could do about my problem with Best Buy. After doing a search on Best Buy I was amazed at how many complaints are against them and that the results are so negative. It seems as if an investigation into their practices needs to be made.

I am seriously considering talking to a news reporter about the complaint and also the complaints on this website. I will be researching to find out who in government or law that will take these complaints seriously. I am going to post my complaint but have a feeling it will go unanswered and unresolved. I too have found Best

Buy to be rude and uniterested in doing the right thing.

They are good at playing the shell game and saying it isn't there problem. We were told it would cost $900 to repair our computer and also that the warranty would be void and the computer isn't even a year old. Best Buy stated that it was Sony's problem and Sony said it was Best Buy's problems and in the end they said it was our

problem. The purchase was close to $2500. A few here and a few there really adds up when Best Buy doesn't have to be responsible for their products.

Here goes nothing:

PRODUCT TYPE: GRX560/16UXGA/PIV SONY LAPTOP

MODEL: PCG-GRX560

BEST BUY HUMBLE

20408 HIGHWAY 59 NORTH

HUMBLE, TX 77338

PHONE: 281-540-3135

MANAGER: DAVON BLEDSOE

PURCHASE DATE: 08/20/02

VAL # 1091-2101-3316-7751 BEST BUY SERVICE ORDER NO.: 00255-727622604 ON 04/09/2003 BEST BUY SERVICE ORDER NO.: 00255-730900652 ON 05/21/2003 BEST BUY CASE NO.: C1711239

SONY WORK ORDER: 1ST REPAIR W52J6204

2ND REPAIR W52L3767

SONY EVENT NO.: E2098-0617 Took laptop back to Best Buy in Humble on 04/09/03 because of screen flickering and blacking. Best Buy sent it to their Dallas repair center which forwards it on to Sony. Approximately three weeks later received a call from Sony stating that there was a corrupt driver and they were unable to repair it and that they had to reinstall Windows to factory defaults to fix it. I had them return it so I could back up some of my work. I received the computer back and Sony paperwork indicated that they had replaced the CDR/RW drive.

I backed up my work and then returned it to Best Buy in Humble for them to send back to Sony. The Rep at Best Buy said that all Sony would do is remove and reinstall Windows and told me that I would be able to do that myself. I asked if it would void the warranty and he stated that it wouldn't. I did this and still had the same problem with my screen so returned it to Best Buy on 05/21/03. I was unable to use it during that time. They checked the laptop upon receipt and saw that it had the same problem. I received a call from Best Buy in Humble stating that Sony had sent my laptop back to their Dallas center stating that something was spilled on the keyboard and caused damage to the motherboard and several other components and that it would cost over $900 to repair and would also void the warranty on the laptop. Since we always got a busy signal at Best Buy Dallas (972/-691-6302) We spoke with Sony 06/10/03 - Event no. E2098-0617. They said we needed to get the Sony Work Order numbers from Best Buy. Sony transferred my to Best Buy Dallas said they could not do anything about it that I would have to speak to Sony.

They did give me the work order numbers. First repair: W52J6204 Second repair: W52L3767. I called back to Sony and spoke with an Agent. I gave him the work order numbers and explained that when Sony worked on it the first time that there was no mention of liquid damage and he agreed after looking at their paperwork and since they replaced a driver it would have been noticed and I explained that I had never spilled anything on the laptop and that when I got it back from the first repair I backed up my work, cleared the drive and reloaded Windows and still had the same problem so I took it back to Best Buy and got the call today that Sony indicated liquid damage. It didn't make sense to send it back for the same thing and now it shows liquid damage when it wasn't shown on the original repair. He said that it was Best Buys responsibility. I called the manager, Davon Bledsoe, at the Best Buy store in Humble and he was very understanding and told me to call their Consumer Relations department at 888-237-8289 and spoke with Nina and explained all of the above and she said what do you want us to do about it? I told her to replace the computer. She denied responsibility on Best Buy's behalf. I explained how many hands it passes through before it gets to Sony. She told me that they were not accepting responsibility for it. I asked to speak to her manager. She gave me to

Josh James. I explained the situation again and he also said that they were not accepting responsibility. He was extremely rude and I asked for his bosses name and his employer ID number and he asked what did that have to do with anything and hung up on me. I again spoke with Davon and got the District Manager's name and phone number and called her, LaMonica and after discussing with Best Buy she called back on June 18, 2003. She basically told me the same thing about the liquid damage and said that Best Buy was not responsible for this damage. I use this computer for my photography work and like all of my equipment I take great care of it. I have never spilled anything on it. Everyone who looks at the chain of events agrees that it doesn't make sense what Best Buy is saying. I have purchased several things from Best Buy for my business, printers, etc. Being a professional photographer I hold to my word and honor my work. People are tired of being abused by big companies that don't hold to their responsibilities. I am requesting Best Buy to do the right thing. I would appreciate an immediate response.

Sincerely,

Dave DiLauro