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Ok about 2 years ago I bought a Sony Vaio notebook from Best Buy and I paid for a 3 year complete coverage warranty. About a month ago, at work I managed to spill water on the keyboard and it was obviously fried. So I take it into Geek Squad and they send it off to be repaired. Oh but first they tried to back up my data for only $99, and I declined.
Couple weeks later we get a message from Geek Squad, but I can barely understand it so I call the store for an update. I give them my info, then ask what hardware needed to be replaced. Geek Squad chick says motherboard, keyboard, hard drive and D/C jack. She then asks if I'd like to buy an ADR plan (advanced diagnostics and repairs) for $200. I ask her what it is and she says they'll install an anti-virus and anti-spyware program. I tell her no thanks.
She then asks if I'd like my Operating System and programs that came standard on my computer for $135. I tell her to hold up, Sony puts all that stuff on a separate partition so you don't have to keep track of CDs. She informs me that Sony doesn't do that and I'm expected to pay $135 for the Operating System and standard programs, that came on the computer when I bought it new from their store.
Then she tries to placate me by saying actually your warranty will cover $35 of this so it's really only $95. I pull out all my warranty info, and all the info that I had to sign when I dropped the computer off for repairs, and it says nothing about any of this. I inform Geek Squad chick, who has no answer to that but offers to let me speak to a Manager.
I relay the whole story to the Manger, who looks up my file and says the hard drive was never replaced and he has no idea how Geek Squad managed to come up with that story.
I went in the next day to pick up my laptop and sure enough they tried to sell me the damn ADR plan again, and again I told them no.
So fast forward about a month and I managed to dump an entire bottle of pop on my keyboard (yeah I'm a klutz, that's why I have the warranty) and Sony offered to replace the laptop with one of similar value so I got a new free laptop, paid for another 3 year warranty and best of all the sales guy told me there's a note in my file saying I'm not receptive to upselling attempts.
Couple weeks later we get a message from Geek Squad, but I can barely understand it so I call the store for an update. I give them my info, then ask what hardware needed to be replaced. Geek Squad chick says motherboard, keyboard, hard drive and D/C jack. She then asks if I'd like to buy an ADR plan (advanced diagnostics and repairs) for $200. I ask her what it is and she says they'll install an anti-virus and anti-spyware program. I tell her no thanks.
She then asks if I'd like my Operating System and programs that came standard on my computer for $135. I tell her to hold up, Sony puts all that stuff on a separate partition so you don't have to keep track of CDs. She informs me that Sony doesn't do that and I'm expected to pay $135 for the Operating System and standard programs, that came on the computer when I bought it new from their store.
Then she tries to placate me by saying actually your warranty will cover $35 of this so it's really only $95. I pull out all my warranty info, and all the info that I had to sign when I dropped the computer off for repairs, and it says nothing about any of this. I inform Geek Squad chick, who has no answer to that but offers to let me speak to a Manager.
I relay the whole story to the Manger, who looks up my file and says the hard drive was never replaced and he has no idea how Geek Squad managed to come up with that story.
I went in the next day to pick up my laptop and sure enough they tried to sell me the damn ADR plan again, and again I told them no.
So fast forward about a month and I managed to dump an entire bottle of pop on my keyboard (yeah I'm a klutz, that's why I have the warranty) and Sony offered to replace the laptop with one of similar value so I got a new free laptop, paid for another 3 year warranty and best of all the sales guy told me there's a note in my file saying I'm not receptive to upselling attempts.
Seriously though, nice on getting a new laptop as a replacement, and you're lucky they put a note in your account. The trick now will be making sure they read it 
In the 2 years I had it, here's what's managed to happen.
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