Best Buy & Geek Squad Policies

[Milk]

Today has been one of the most frustrating days of my life. I bought my Asus notebook February 26 and ironically problems came up around 16 days later. My laptop has become extremely slow at start up from one day to another and it takes 10 seconds to load my drives when I click Computer. I am not paranoid because it wasn't like this before and I have compared it to my 1 1/2 year old laptop. I took my notebook to Geek Squad and they told me I had a horrendous 19 viruses but no hardware issues. Not being a total novice, I used the rescue disks to return it to factory state.

With all that being done, I turn on my laptop to find the loading times to be the exact same and deciding it was a defective unit . The next day I call 1-888-237-8289, Best Buy Customer Service, and to my surprise the lady talks to "THE" store. So I don't know the lady's because when she first started talking, she sounded extremely far away. Anyways, after she talked to 'the' store she tells me if I want to exchange it, it must be today. Surprised, I forget to ask for her name and I also realize I don't know what store she is talking about. 

I was happy that I was going to be able to exchange my laptop after the 14 day return/exchange policy, so I go to Best Buy. This isn't an easy feat because the closest one is 20 mins away and gas isn't cheap. When I get there with my online receipt and laptop, the girl in charge of customer service tells me I can't exchange it. That blew me back and I asked if they weren't notified by the mysterious Customer Service lady. She calls a superior and we discuss the issue and they persist I cannot exchange it. So there I was defeated and with a laptop that doesn't "work" and an empty gas tank, figuratively speaking. 

The superior tells me she can call and ask about the conversation. Happily I agree this is the best. After getting the information and man on the phone says that the worker only ADVISED me to go to the store and that the lady was misinformed. At this I did become upset and the superior notices. She talks to a manager who says no.

My problem here is that I was directed to thinking I could return/exchange my defective laptop. Why would Best Buy be so mean as to not let you EXCHANGE not return it. I do understand technology advances extremely fast but exchanging a defective unit for the same one doesn't apply to that. 

WHY CAN'T I JUST EXCHANGE IT?!?

[ncoclub]

Because you would be violating.......drum roll..........dramatic music........THE POLICY!!!!!!

and we can not have that can we?

[Milk]

Yea, I understand but it isn't many days over. The Geek Squad also fails to find my problem. The problem accessing my computer files even after using the restore is not a software problem. If my problem isn't being fixed and they won't allow an exchange for the same laptop, what am I to do? 

[kst8no1]

Take it up with asus. if its a defective unit like you deemed it to be they'll fix it

[Milk]

I called asus and they told me to take it Geek Squad. From my point of view I am going in a circle because Geek Squad told me to contact Asus.

[Mariel-BBY Retired: Community Connector]

Hello Milk-

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

[AndyH]

Huh, that's weird, the geek squad should be able to service it through Asus' warranty for you.

[Justin-BBY Community Connector]

Good afternoon Milk, 

I'm also an Asus laptop owner and love it, so I can imagine your expressed irritation about having a newly purchased laptop that is having startup issues. I sincerely apologize for any miscommunication that may have taken place during this experience. 

Knowing that you understand our 14-day return policy, our stores do not have to accept your Asus laptop back, regardless of how many days beyond the policy you are. If they decide not to take your unit back, then you would need to seek additional services or directly through Asus. With that said, you've already done this and I've shared your purchase situation with the store's management to be reviewed. Although I cannot guarantee any outcome, I'll let you know any feedback I receive as soon as possible. 

Again, I'm terribly sorry for any inconvenience and feel free to share any additional comments here if you'd like or send me a private message. 

Thanks for posting, 

[SlimJim77]

Agree with Andy, that the unit should have been sent to service. I guess there is a question here as to if the unit is actually defective. GS was unable to find errors.

I agree that taking 10 seconds to access the drives in My Computer is a bit long, but I don't think that really qualifies as a defect.

[Milk]

SlimJim, 10 seconds when there is nothing launching at startup and it has been on for a good 10 minutes shows that there might be a defect with the hard drive. I'm not a specialist but I can see when there is a software issue. Thank you for your input though.