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Don't buy your Dell from Best Buy!

post #1 of 13
11/4/08 at 10:35am
Thread Starter 
Found this from another website --

Best Buy
3055 SW Cedar Hills Blvd
Beaverton, Oregon, 97005
U.S.A.

Submitted: 10/30/2008 8:45:37 PM
Modified: 10/30/2008 8:46:00 PM
Peter
Portland, Oregon


I was completely unhappy with Best Buy. I bought a Dell M1330 laptop. I had problems with the wireless. I found out after purchase that Dell products purchased at Best Buy are NOT supported by Dell but by Best Buy. Dell provides free support for hardware or configuration issues.

Best buy wanted $169 to talk to me since they only support hardware failures not any other type of wireless issues. I returned the laptop with a 15% restocking fee. In my opinion this was shameless and bordered on fraud since the box, the store and the salesman never say that Dell doesn't provide support. In fact the box talks about the Dell warranty.

I recommend that no one shop there. (((Redacted))) while not perfect, is a much better bet.

Peter
Portland, Oregon
U.S.A.

I'd only buy a Dell from Dell!
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post #2 of 13
11/4/08 at 10:42am
Thread Starter 
Edavis
Madison Heights, Michigan


We bought a Dell Inspiron computer from best buy ont 8/11/2008. I am having trouble with a driver and want to restore the computer back to factory condition. I called Dell and they told me I have to call the geek squad which I did. The geek squad told me they could help but I would have to pay 169 dollars to get the information on how to restore the computer back to factory state. No disks came with the computer. There is a restore partition but I have tried everything I could find on the web to restore it. It is a vista 64 system and the old way of hitting F8 or ctl f11 do not work. We are past the 14 days now and can't return it to best buy. I will have to go buy a system disk now and do it that way. Below is an online chat conversation I had with Dell. I was logged in as the wife from her computer. This will be the last Dell we ever buy and the last time we will go to best buy. Dell is the only company I have ever heard of that will not provide a way to restore the system without going through a third party and paying 169 dollars for the information. This is what will happen to you if you buy from best buy.


8:34:40 PM System Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help.
8:36:40 PM System Thanks so much for your patience. Chat agents are eager to help you with your troubleshooting needs, so stay on line and the next available representative will assist you.
8:58:57 PM System You are now being connected to an agent. Thank you for using Dell Chat
8:58:57 PM System Connected with Adil_112452
8:58:57 PM Adil_112452 Thank you for contacting Dell technical chat support. My name is Adil and my rep ID number is 112452. How may I assist you today?
9:00:12 PM Carolyn Davis Hi, I am having trouble with a monitor driver and want to restore my computer back to factcory system. I seem to have no disks with the computer.
9:00:32 PM Adil_112452 I will be glad to assist you.
9:00:35 PM Adil_112452 we are facing unusually high chat volumes today.
We apologize that you had to wait in the Queue
for this long and really appreciate your patience.
Please be assured that we are aware of the situation
and are taking steps to fix this, in the meantime
let me go ahead and help you with the issue without
any further delay
9:00:51 PM Carolyn Davis Thank you
9:02:27 PM Adil_112452 If you restore the system to factory settings that will delete all the data.
9:02:41 PM Carolyn Davis Yes, we are prepared for that
9:05:07 PM Adil_112452 Dell Systems purchased through Best Buy are sold with 'carry in' service.
While I may be able to assist you with simple issues such as setting up
your system or problems with your mouse or keyboard, Best Buy's Geek
Squad department, located inside each Best Buy Store, will gladly assist you with everything else.
You can contact Best by at 888-237-8289.
9:05:55 PM Carolyn Davis Sorry but geek squad wants 169 dollars to tell me how to do this, is this dell policy now?
9:07:18 PM Adil_112452 I am sorry but you will have to contact Best Buy for assistance.
9:09:16 PM Carolyn Davis Ok, it is unacceptable that dell will not provide system disks and refuses to tell their customers how to restore the system with out paying geeksquad 169 dollars
9:09:54 PM Carolyn Davis I will forward this converstation on so the general public is aware of the situataion.
9:15:53 PM Adil_112452 The Geek Squad from Best Buy has been authorized by Dell to provide technical support and warranty service for your Dell computer.
9:16:03 PM Adil_112452 You will have to contact them.
9:16:35 PM Carolyn Davis I will contact much more than geek squad, have a good day.

Edavis
Madison Heights, Michigan
U.S.A.
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post #3 of 13
11/4/08 at 2:53pm
Unfortunately forcing people to take their machine to the Geek Squad I bet was a concession Dell had to make to get their systems on the shelf at Best Buy.

Sucks that Dell won't even tell a Best Buy laptop owner how to restore their machine themselves from the factory image. On the newer Vista machines its a little harder to figure out. I don't handle any software problems at all, but I can go back through all my stuff (manuals) and be willing to help out anybody that needs it. Seeing as how I'm neither an employee of Best Buy or Dell, but merely an independent Dell certified field tech.

I guess if one got desperate enough, you could sue Best Buy in small claims court for $169 or sue for the information to restore your system yourself. In some courts the fees are as little as $24.
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post #4 of 13
11/4/08 at 3:02pm
Thread Starter 
Didn't Dell try to sell at Walmart? Are they still there? What about Walmart Dell service?

Dell shouldn't have gotten rid of their Mall kiosks!
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post #5 of 13
11/4/08 at 3:09pm
You can get a few models from Wal-Mart and all support and service is handled via Dell. I've serviced a couple machines purchased at Wal Mart.
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post #6 of 13
11/4/08 at 11:03pm
Thread Starter 
Sometimes I think my next laptop should be an HP but I've heard bad stuff about HP and their service too. And it seems only Dell has a 1900 x 1200 screen.
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post #7 of 13
11/4/08 at 11:57pm
Quote:
Originally Posted by MrEvil View Post
Unfortunately forcing people to take their machine to the Geek Squad I bet was a concession Dell had to make to get their systems on the shelf at Best Buy.
It's the same with all brands sold there. Manufacturer warranty is replaced with Best Buy warranty.
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post #8 of 13
11/5/08 at 12:00am
Quote:
Originally Posted by InspiredE1705 View Post
Sometimes I think my next laptop should be an HP but I've heard bad stuff about HP and their service too. And it seems only Dell has a 1900 x 1200 screen.
There are tons of computer companies that sell notebooks with 1920x1200 resolutions. You're not looking very hard if you think Dell is the only one.
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post #9 of 13
11/5/08 at 12:23am
Thread Starter 
Quote:
Originally Posted by Djembe View Post
There are tons of computer companies that sell notebooks with 1920x1200 resolutions. You're not looking very hard if you think Dell is the only one.
I was just at FRy's looking at a 19" HP laptop and it couldn't do 1900 x 1200!

I've heard horror stories about Best Buy Warranties and their Credit Card billing ripoffs! I'd avoid buying a computer there!
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post #10 of 13
11/5/08 at 1:36am
I wouldn't buy jack from Best Buy if I were you...they rip you off on restocking fees on everything, not just computers. And if you still have your restore info on the D drive but are unable to access it with the F8 key or F11 for PCRestore, you can still get access to the factory image by doing a goggle search for instructions on how to go about it. I can't do it with my F8 key any longer due to a corrupted SC type file or some crazy thing, but I can restore by booting from any bootable media with a few command tools and get to the D drive to format and restore the factory image. It won't do it automatically like it was set up at the factory because you have to format the drive and use dos commands to execute the files needed to restore the factory image. It can be done if you still have all the info still intact on the D drive, (restore partician). Check it out on Goggle, it has many tips to help you accomplish it. By the way, if you have Vista, it is called PCRestore and is different than the one used if you are running XP. Good luck, LB PS: check out this link on Dell web site...

http://support.dell.com/support/topi...s&l=en&s=gen#2
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post #11 of 13
11/5/08 at 2:15am
Quote:
Originally Posted by InspiredE1705 View Post
I was just at FRy's looking at a 19" HP laptop and it couldn't do 1900 x 1200!

I've heard horror stories about Best Buy Warranties and their Credit Card billing ripoffs! I'd avoid buying a computer there!
And may I point out that's one computer at one store. Broaden your horizons and you'll see there's more out there.
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post #12 of 13
11/5/08 at 7:15am
There must be some misinformation floating about within both of those stores mentioned above, or somewhere between the store and the client.

1. Best Buy isn't going to charge for diagnostic support for a computer that's under warranty.

2. There is no such charge as $169 for "information." If the client wants Geek Squad to do the restore for them, there would be a $130 charge.

3. All boxed Dell computers come with restore discs, just like when you buy them from Dell. The only time the Dell might not come with restore discs is if the unit was an open-box item (which means it was used as a display model). The buyer is fully aware when they purchase an open-box item, and can see the accessories it comes with. Since I don't trust the people working in the computer department at ANY Best Buy, it's up to the buyer to check that all accessories are there.

That being said, I agree that the terms between Dell and Best Buy for support can be dysfunctional at times. It seems that sometimes neither party knows how to help clients who bought a Dell product from Best Buy. Just yesterday I had an issue with a client who had purchased a Dell monitor that stopped working. This particular monitor was programmed in the system as a manufacturer-only support item, meaning according to the support agreement, Dell was supposed to repair or replace it, but Dell refused to help our client because he had purchased it from Best Buy.

For anyone considering a Dell from Best Buy, my suggestion is to either purchase the extended warranty from Best Buy, or get your computer directly from Dell. Anyone having issues getting support for their Best Buy-purchased Dell product should contact Best Buy's corporate office. If you are insistent, you will get help.
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post #13 of 13
11/5/08 at 11:45am
Thread Starter 
Well, I guess NYAKO implied she works at Best Buy! - Probably know their policies.

I got my bad reviews from these sites - http://www.ripoffreport.com/
http://www.measuredup.com/

Yeah, I think Best Buy ripped us off on a few bills on my 0% interest 2 year payment for a refridgerator through a BB credit card.
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