Best Buy & Geek Squad Policies

[philote]

I purchased the Asus G73SW last Thursday (March 24, 2011). I was having issues with the Windows updates, they did something that caused random BSoDs. While researching to figure out how to fix the Windows issue I ran across this post on the Notebook Review forums http://forum.notebookreview.com/asus-gaming-notebook-forum/563658-gtx-460m-vram-1gb-vs-1-5gb.html. Basically that post goes into how the GTX460m found in the BestBuy laptops is far inferior to those in G73SW's sold everywhere else. When I bought this laptop I thought I was getting a top of the line Gaming laptop only to find out I got neutered laptop that seems to barely best midrange gaming laptops.

If this information had been made available anywhere other than a forum, I would not have bought the laptop.

Now, the manager at the Best Buy that I bought the laptop form tells me that my options are to keep the laptop, exchange it for the same laptop or loose $195.00 (roughly 15% for restocking). I feel that Best Buy has misrepresented the laptop and that I should get all of my money back to buy a laptop that actually preforms to the stated specs. I have a feeling that I will just be made to eat the restocking fee cost, but I wanted to let Best Buy and other consumers know that this is not acceptable behavior.

If Best Buy carried a laptop that I could replace this one with (even paying the difference) I would have no issue going that route, but as far as I can tell they do not.

- Joe

[deusexmachina Valued Contributor]

Unless the laptop was a special order, there is no restocking fee on it. If you're within the 14 day return period, you can return the laptop for any reason as long it is not damaged.

[philote]

Can I get that in writing from a Best Buy employee. They refuse to give me a full refund.

[philote]

I was told I can only get a full refund if there is something wrong with the laptop.

[deusexmachina Valued Contributor · Accepted solution]

http://www.bestbuy.com/site/Help-Topics/In-Store-Return-Policy/pcmcat204400050028.c?id=pcmcat2044000...

There is ONLY a restocking fee on special orders from Bestbuy.com

"Restocking Fee

There is a 25% restocking fee for special order products."

You don't really need a reason to return it. Even if you don't like it, but there is nothing wrong with it, they will return it for you. I mean they technically CAN refuse the return, I just don't see why they would. The store is incorrect in this case... unless I'm missing something.

[philote]

There are a few more items on the back of my reciept than show up on the page you posted.

Under "Restocking Fees"

- 15% for opened notebook computers

- restocking fees apply unless: you are a Reward Zone Premier Silver Memeber, item is defective, or the fee is prohibited by law.

[philote]

Just found this:

http://www.bby.com/2010/12/17/statement/

Does this mean my Best Buy is violating company policy?

[deusexmachina Valued Contributor]

You probably have an old piece of receipt paper. They didn't throw away all of the receipt paper after the policy changed.

[philote]

I talked to a manager today. He told be that he would charge me a restocking fee unless his tech's found something wrong with the laptop.

[philote]

I need a Best Buy moderator to come on here and tell me if I should or should not be charged the fee. If I should not, I would like to print this out and show the manager if/when I am told that I have to pay the %15 fee.