Published by Jason on 14 Feb 2008 at 05:56 am
Woman Sues Best Buy For $54M
The reason she is doing this is that good people from Best Buy lost her laptop she’d given in for repair. If she gets even the tiny bit of that money, it will be the most expensive laptop repair ever.
Raelyn Campbell had a problem with the on/off switch on her laptop that she wanted repaired as soon as possible. She travels very often and the laptop is an important part of her business. She had a three year guarantee so she gave it a shot. After a call to the Best Buy service, she found out that the laptop would be repaired in 2 to 6 weeks.
That should have been a first warning sign to her, because it’s just ridiculous that they should need so much time for such a simple part replacement. But she had a guarantee and had to do it. She only hoped it would be fixed soon.
After she came back from her business trip, she found out that the laptop was still on repair. And that was more then a month after she gave her laptop in. Then she called the service center again and could not get a straight answer from the agent working in Best Buy. They said it would be over in a few days, and the next time they said that her laptop never came to technicians and so on.
After that point, she figured out they were lying to her and wanted to contact the manager, which was almost impossible. After a few weeks more, she was offered a $900 gift card which outright insulted her. She payed $1100 for the laptop and $300 for the warranty. She rejected that offer and demanded $2100 in cash. That was four months after she gave her laptop for repair to the Best Buy.
At that point Raelyn Campbell received the email from the store general manager in which he stated: “For every customer that has had an unpleasant experience I can show you hundreds who have had a great experience. I have been in retail for a long time and the one conclusion I have come to is that not every customer can be satisfied. Does my store have opportunities? Absolutely! What I can say is that we strive to deliver the experience that every customer deserves to receive.”
She was shocked by that and contacted Washington, D.C., the attorney general’s office who couldn’t do anything for her. Then she decided to sue Best Buy for $55million for losing her property and opening her to identity theft. Best Buy offered her a settlement but she refused because she wants that people know how her computer could be stolen from a secure area.
Her target is atrocious customer service, where she’s been lied to, offered compensation bellow any level and simply neglected in all areas. She states: “I can’t help but wonder how many other people have had their computer stolen lost by Best Buy and then been bullied into accepting low ball compensation offers for replacement expenses and no compensation for identity theft protection expenses.”
Eli on 14 Feb 2008 at 1:27 pm #
Attempting to resolve the customer’s satisfaction does not imply extended warranty beyond the original agreement. They offered her ample funds to replace the hardware and more for the cost it would to by same like or value at the time it was lost. They don’t owe her anything.
NEVER GIVE YOUR HARDDRIVE TO THE SUPPORT. THEY DON’T NEED IT TO REPAIR HARDWARE.
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