Best Buy & Geek Squad Policies

[Avalenzuela88]

My husband bought me a lenovo b-570 for Christmas. He purchased it in town and had to drive and hr and a half away to pick it up because it was the last one! well my laptop stopped working And starting freezing at the login screen. I took it into our local store on the 25th, 1 day after the return policy.I told the girl at the geek squad what was going on with my laptop,and she said that the easiest way to take care of it would be to try and return it but if the system didn't allow her to that the mgr couldn't override it, and they could try and use the manufacturers warranty because it looked like it was a software issue. She scanned my receipt and then scanned the box of my laptop and got a really confused look on her face then asked us if we purchased 2 computers and we told her no. Then she scanned the box again and asked us to please wait a minute. She came back and told us that there was a problem and it looked like the store that gave us the computer gave us the wrong one! So she couldn't much since we didn't have any paperwork on that specific computer.she said I know it's not our fault but the warranty that we purchased wasn't on this computer and it wouldn't cover. So we could get a refund minus a few dollars from the warranty since It had been a month, OR we could keep the computer and pay for tech support and not have any warranty on the computer OR they could exchange and get us another one. Well they didn't have anymore of those laptops, and we Didn't want to keep a computer that we weren't going to have warranty on... So we got a refund ON STORE CREDIT AS IF I'D WANT TO PURCHASE THERE AGAIN...I think this was really bad business because we got that computer on sale and now there is nothing that was the value of that computer for the same price!! I think they should have added more of a credit on top of what we purchased because that was in NO WAY A BENEFIT FOR US. And I had stuff on my computer that they wanted to charge me$99 to backup.. WOW AS IF THIS was my fault!! So they wanted me to pay for their mistake.. Now I'm out of a computer, and my pictures, AND stuck with a store credit, that I probably WON'T use because there in no computer they have at that value for the same price I have on my store credit card.... I HIGHLY DOUBT THAT I WILL EVER PURCHASE THERE AGAIN UNLESS SOMEONE MAKES THIS RIGHT! I feel like thy didn't even care that I got screwed over and stuck with NOTHING!!!!!

[Avalenzuela88]

My husband bought me a lenovo b-570 for Christmas. He purchased it in town and had to drive and hr and a half away to pick it up because it was the last one! well my laptop stopped working And starting freezing at the login screen. I took it into our local store on the 25th, 1 day after the return policy.I told the girl at the geek squad what was going on with my laptop,and she said that the easiest way to take care of it would be to try and return it but if the system didn't allow her to that the mgr couldn't override it, and they could try and use the manufacturers warranty because it looked like it was a software issue. She scanned my receipt and then scanned the box of my laptop and got a really confused look on her face then asked us if we purchased 2 computers and we told her no. Then she scanned the box again and asked us to please wait a minute. She came back and told us that there was a problem and it looked like the store that gave us the computer gave us the wrong one! So she couldn't much since we didn't have any paperwork on that specific computer.she said I know it's not our fault but the warranty that we purchased wasn't on this computer and it wouldn't cover. So we could get a refund minus a few dollars from the warranty since It had been a month, OR we could keep the computer and pay for tech support and not have any warranty on the computer OR they could exchange and get us another one. Well they didn't have anymore of those laptops, and we Didn't want to keep a computer that we weren't going to have warranty on... So we got a refund ON STORE CREDIT AS IF I'D WANT TO PURCHASE THERE AGAIN...I think this was really bad business because we got that computer on sale and now there is nothing that was the value of that computer for the same price!! I think they should have added more of a credit on top of what we purchased because that was in NO WAY A BENEFIT FOR US. And I had stuff on my computer that they wanted to charge me$99 to backup.. WOW AS IF THIS was my fault!! So they wanted me to pay for their mistake.. Now I'm out of a computer, and my pictures, AND stuck with a store credit, that I probably WON'T use because there in no computer they have at that value for the same price I have on my store credit card.... I HIGHLY DOUBT THAT I WILL EVER PURCHASE THERE AGAIN UNLESS SOMEONE MAKES THIS RIGHT! I feel like thy didn't even care that I got screwed over and stuck with NOTHING!!!!!

[CrimsonRain]

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Avalenzuela88 wrote:
So we got a refund ON STORE CREDIT AS IF I'D WANT TO PURCHASE THERE AGAIN...I think this was really bad business because we got that computer on sale and now there is nothing that was the value of that computer for the same price!!!

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Well of course not, if the computer was purchased during a sale, then there might not be the same sale on comparable computers at this time. If you wanted to keep your computer, then you could either 1) have it repaired under the manufacturer's warranty if it was a hardware problem, or 2) pay the Geek Squad or some other repair business to repair your operating system if it was a software problem. Your other option would be to chip in a small amount of money with the store credit and purchase a different computer. Looking over Best Buy's weekly ads, I see some computers going for $329.99, $349.99, and $379.99. If you wait, I'm sure some will drop to $299.99 due to this being the slow season and Best Buy attempting to drive sales. If I remember correctly, their mobility campaign or something is coming up for February.

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Avalenzuela88 wrote:
I think they should have added more of a credit on top of what we purchased because that was in NO WAY A BENEFIT FOR US.

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Not going to happen. Not even the people who are approved for warranty exchanges will get more than the amount they paid for the original product back. That Best Buy store already went above and beyond for you by approving an out-of-policy exchange for you. And please spare me the, "It was only out by 1 day." spiel. Holiday return policy ends on January 24th means January 24th. Due date on the 20th means the 20th, not the 21st at 12:01AM.

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Avalenzuela88 wrote:
And I had stuff on my computer that they wanted to charge me$99 to backup.. WOW AS IF THIS was my fault!! So they wanted me to pay for their mistake.. Now I'm out of a computer, and my pictures, AND stuck with a store credit, that I probably WON'T use because there in no computer they have at that value for the same price I have on my store credit card....

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Backing up your data is YOUR responsibility. The computer not working (assuming it is a hardware problem because if it was software, then yes, it was your doing) is not Best Buy's fault either. They offered you a service to back up your data. You are free to accept or refuse. The Geek Squad would offer you the same service if you brought your computer in for any type of repair. Be smart. Back up your data regularly.

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Avalenzuela88 wrote:
I feel like thy didn't even care that I got screwed over and stuck with NOTHING!!!!!

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The only person that screwed you over was your husband for buying a $300 laptop and expecting it to work like the best computer ever. And maybe even yourself for not backing up your data. Your sense of entitlement is just amazing.

[AaronE]

Unfortunately stuff breaks it's just a fact of life. It's nice the store worked with you to do an out of policy return to store credit. If you had really wanted to keep that computer and just get it repaired I'm sure you could have called the manufacturer directly and set up a repair. The sad part is that the store broke policy to accommodate you and now you're complaining on here. So store management will undoubtedly get some correspondence on your feelings and will now be less likely to accommodate others. This sort of happening sort of reinforces the 'no good deed goes unpunished' mentality.

[Jimmienomam]

It also contributes to the strict implementation of policies as now corporate will get involved and see they broke policies. While alright once in a while it's kinda like a tax audit. One small mishap (in this case TRYING to help you) can cause a lot of chaos.

You had a month to bring it in, but yet you brought it in the day after? Let alone you KNEW that they were breaking their own policy to try and help you yet you are reaming them for only giving you store credit?

Wow...

[Jimmienomam]

I am not saying the situation was bad, as it clearly has caused you some stress, but they were trying to help you.

[Avalenzuela88]

None of this was my fault!! Did I ask for them to give me the wrong computer and for it to go bad ... NO I DON'T THINK SO!

[Avalenzuela88]

Oh and another thing was that it Stopped working 1 MONTH AND 1DAY AFTER! AGAIN NOT MY FAULT... I'm not sure that any of you a understanding the situation.. I COULDNT DO ANYTHING WITH THIS COMPUTER... OBVIOUSLY BECAUSE I DIDN'T HAVE PAPERWORK ON IT!!! think about it........I DIDN'T ASK TO BE IN THIS SITUATION! don't post if your going to be rude!!!

[Jimmienomam]

The computer is still under warranty from the manufacturer and as such can still be serviced by the manufacturer.

While you seem to realize that it might have not been your fault, it is also NOT Best Buys fault either. So why try to pin it to them? It's not like they planned exactly when this computer was going to break down.

My post wasn't rude it was just contrary to what you wanted to see. They tried to help and you are now on here reaming them for breaking their policies to try and help you.

[Ryan-BBY Senior Social Media Specialist]

Hello Avalenzuela88 -

Aaron from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!