Best Buy & Geek Squad Policies

[kabadir]

I recently bought a dm4 laptop because I thought it was a good price for the processor and hard drive. After asking about it in the store near me, they said it wasn't available for shipping nor will they be getting it because apparently it had been discontinued. The salesperson told me that they had 13 of them left at another best buy that was about 15 miles away, but he said I can pay for it here and just go and pick it up. After paying for it and driving a while to go pick it up the next day, the salesperson in the other store hands me an open box. When I asked her why it was open, she said that they had set it up for me and since it was the last one, I had no choice but to take it. I tried to tell them I did not want an open product but they said this was my only option and since I drove a long distance to get to the store, I could not leave empty handed. After opening it, it didn't only seem like it was setup, but all the stickers on it were gone like it had been used before and returned. That really didn't bother me much until after using it for an hour, it started freezing every couple of minutes for 3 or 4 second intervals. The screen would also go blank, come back fully zoomed in to the home screen, go blank again and return back to normal. It had done that a couple of times. When I tried to call up customer service to explain the situation, the lady told me that the only choice I had was to return it and look for a different product. After trying to explain to her that I only wanted this product because it was a good deal and if they can ship me the same product but a new one and getting nowhere, I asked to speak to her supervisor. She put me on hold for an hour then hung up on me. After all that hassle I end up with a damaged product. Very unsatisfied. This is very unacceptable!

[Allan-BBY Community Connector]

Hi kabadir,

You should not have received an open-box item for your purchase of a new laptop, and if this happened I am truly sorry. It actually sounds like all the store had was pre-optimized units that are setup by the Geek Squad® prior to be placed out for sale.

I do see this purchase, and I will admit that if this if the only model you’re interested in there is little we will be able to do to rectify this. I show we will no longer be carrying this model, and no store in your entire district has any in stock.

You do have 14 days from 7/4/2011 to return or exchange the computer, and if you want to do this just go to your local store with your receipt. If you have any specific requests for me just send me a private message by clicking on the link in my signature.

Thanks for posting,