Best Buy & Geek Squad Policies

[rocks_ann]

Hi, I purchased a laptop yesterday in store that was a display model, and left it with Geek Squad to perform the back up/restore and to install Microsoft Office Suite (also purchased yesterday at the store).  Well, after thinking about it some more, I decided that I'm not comfortable with buying a display model, and want to exchange it for a different (brand new) laptop.  I understand that I am likely out the fee for the back up/restore service, but will Geek Squad charge me again to install Office on the computer I am exchanging for? 

Also, unfortunately the laptop I want is not available at the store I made my purchase from yesterday.  Do I need to pick up the laptop where I left it with Geek Squad yesterday and take it to the other store that has the laptop I want in stock, make the exchange there, and have the new store's Geek Squad perform the services on the new laptop?  Or should I buy the laptop I now want, take it to the store from yesterday, have them do a return on the laptop I bought yesterday, and leave the new laptop with the Geek Squad that was already working on the install?

LOL, sorry this is so convoluted, but I'd really appreciate any guidance on how to proceed! 

[Lduss86]

Just going to another store may not change your situation I thought that would make a difference when I had a problem and it did not make the situation better some purchases you have the oppurtunity to cancel them withing 3 days or a 30 day return policy check those things out.  I hope you get better service thhan I did.

[LiquidTension87]

....Lduss- I don't understand your reply. The original posters issue has nothing to do with poor service at one location over another. To the original poster- exchanges can be made at any store. I would recommend calling the store you purchased the dispay from and letting them know to not install office on the computer. That way, if the service was not performed, then you can get your money back for it. From there, ask the original store if there would be any way to discount the backup/ restore on the new computer since you are exchanging and forfeiting the original service: it never hurts to ask. While they aren't required to, they may make an exception (However, if you go to the new store, they will most likely NOT offer you anything of the sort). Good luck

[Ryan-BBY Senior Social Media Specialist]

Hello rocks_ann -

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

[Aaron-BBY Community Connector]

Hi rocks_ann,

It looks like LiquidTension87 has all the basics covered.  There are, however, a few additional things you’ll want to remember:

• You can exchange the computer at any Best Buy store within 30 days of the purchase date.  This period is extended to 45 days for Reward Zone Premier Silver members.

• Software is not returnable once opened.  It can only be exchanged for the same title if the original copy is defective.

• Many software titles can only be installed and activated on a single computer.  If your local store has already installed your copy of Microsoft Office on your current laptop, you may need to contact a Microsoft product activation center upon installing the suite onto a second computer.

Let me know if you have any other questions.  You can send me a private message by signing into the forum and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.