Who do I blame in case like this...

I bought GateWay 7510GX at BestBuy store around a year ago.

Last month, I had problem with my keyboard and minor flickering problem with monitor, so I brought it to BestBuy GeekSquad to use my performance warranty there. This was 5/12/06, and estimate completion date was 5/26/06. I was supposed to pick up in-store, so they were to call me if they get my laptop from GateWay service center.

I waited three weeks, and I called Bestbuy to find out what happened, and they said my laptop has been shipped, and they also gave my the tracking number.

With this tracking number, I found out that Gateway service center made a stupid mistake indicating wrong address for BestBuy, and my laptop has been sitting in Fed-Ex office for seven days, and was returned to GateWay service center all the way back to the Texas. And during these seven days, Fed-Ex did not attempt to reach the sender, the GateWay, for more information. This was 6/02/06.

I found this information on 6/08, so I called them and complained about this. They wasn't really sure what was going on. They filled something called escalation form, and told me to wait few days until they get some idea what's going on with my laptop.

From there, a week has passed, and BestBuy never called me. So I walked in again, they they filled second escalation form, telling me that GateWay haven't contacted them yet. And this was today, 6/15. They also told me their specialty again; wait few more days.

I waited few more days few days ago. I waited few days few weeks ago.
I'm getting sick and tired, and losing patience. During all these process, only one person was apologizing me for this delay. Everyone else never said a single sorry to me, and gave me very poor service.

Who do I have to blame in case like this one?
BestBuy? Fed-Ex? or GateWay?

Two more days and I'll be entering the sixth week of this **** long waiting.




I'm telling you, if you bought GateWay laptop from Tysons Corner BestBuy VA,
*DO NOT* bring your laptop to bestbuy geeksquad to get it fixed, they'll give you really really poor service, and they'll definitely give you **** long wait without single apologies

 

Who's to blame? YOU! Shopping at Best Buy is a nono

I used to work in the Geek Squad and yes, it's overpriced and the service is bad.

Really all the GS can do is check in STAR (kind of like Oracle) and see what's happening with shipping and the repair. It'll tell when Gateway got the laptop, when they're ordering parts, and when they're sending it back. 1-888-BESTBUY is the number you need to call to get "decent" service.

Minor flickering sounds like an easy fix and the parts should've been on hand. Screen or inverter problem most likely.

Gateway will not contact the store. Call the above number to get an explanation of what's going on. Sounds like the shipping problem took the most time.

 

And if BestBuy is giving you bad service, you are well within reason to contact Gateway directly. They built the laptop afterall, bestbuy just sold it to you.
And if the tracking/fedex indicates that it was returned to Gateway's office in Texas, this may actually be the quickest way to get your laptop back.

 

Blame fed-ex. I recently bought some ram online for my laptop, and they mailed it fed-ex. I waited a week, then finally called the company to find out where my package was. They told me i had already recieved it. I called fed-ex and they said they delievered and I signed for it. The signature was clearly not mine, and when I called about it everyday for three weeks they finally put me through to a manager who old me I was a lier. I hate Fed-Ex so much. Worst company ever.

 

wow major suck!
Just to let you know....Gateway will never fix your flicker. Follow the guide given by some of the people on these forums.

 

Ugh...Star...worst implementation of Magic ever, when they rolled that out back in like '98 or so. Whomever BB hired to create the front end for that ticketing program was an idiot.

And yes...this isn't really in BB's hands.

As far as apologies...well...odds are they were some teenage kids making $10/hr. Would you feel like apologizing for other peoples' mistakes all the time, for such a low paying job? You have to learn what's reasonable to expect. It'd be nice...but I know that's not enough for me to "care" all that much in a job like that, especially when most of the issues wouldn't be my fault.

 

Well, I just sent my laptop out for the 3rd repair and knowing they won't fix it I should have a new laptop within 3 weeks. Granted I will have to wait for approval on the no lemon

 

Hey, Sorry about the problem. I am currently an employee of Best Buy in the Comp section and I have to say while we choose them makes it our fault, FED-EX SUX!!. They have lost so many packages. I really do back their service and the geek squad is great (for people that don't know how to do things themselves). However about your problem, I did have to deal with a problem like this and I your best bet is to have the store call the service center. They can also put in a claim from Fed-ex for lost package but that will take a lot longer. I will ask our geek squad here in FL about what they do in situations like this and I will get back to you.

 

Best Buy is who you are going to want to deal with because who you talk to at FedEx and Gateway will not have the power to get you what you need. You need to demand either a new computer or something for all your trouble, sounds like you have spent quite a bit of time dealing with this and you need repairations and I mean if you use this computer for work thats money lost without it, probably lost data too because if FedEX looses something generally your screwed. I have dealt with Best Buy before and you really have to fight them but they absolutley need to take care of you which they clearly are not. If you dont mind lying a bit tell them you are a lawyer and that what they are putting you through is unexceptable lol. Thats the best way to get service at hospitals too...you will get help faster I promise.

 

Posted this before...but be careful doing that. The second you mention lawyers, employees are supposed to shut up and direct you to management, who will shut up and tell you corporate will contact you. It's a directive from their legal department. Once any type of lawsuit is threatened or indicated, they now have to operate under the assumption of it happening...and the peons at the store level aren't allowed to communicate anymore.

So your negotiations will come to a screeching halt and you'll be dealing with Best Buy's legal team then. Hope you're willing to follow through.

 

No no no you will should never get there; you do not want threaten a lawsuit...Best Buy gets in lots of lawsuits and they loose a lot because of a number of different reasons...seems mostly like false advertising...anyway, you have to try and work with both management of the store and corporate. . I bought a TV from them because they had advertised a much lower price than what it suppose to be...I spent a fewer hours fighting with the management and finally I got the price they advertised it for. Then after that I called corporate and told them about what happened and how much time I spent in the dumb store before they gave me the price they advertised and corporate sent me a $100 Best Buy gift card for my trouble.