Best Buy & Geek Squad Policies

[Doc_B]

Last Sunday, I came in to Best Buy in Willow Grove, PA, looking to purchase a laptop. I would need more time than the usual 2 weeks, as it had to prove usable for the task at hand through the early part of December. I was assured by the sales rep that I had until January 31st to return this holiday-time purchase.

Except: Not true, says the Best Buy web site section about extended returns and exchanges (after I've made my purchase, in good faith, by the way). Then I called to get some answers (to complain, let's be honest), and was told by the customer service person, after a long delay and "checking with my supervisor", that I was misled, and this was only for Best Buy Rewards Premium Silver members.

But wait. The moderator of the forum under Premium Rewards membership  says that's definitely not true either. And, nobody gets to return computers any later than 2 weeks for exchange or refund. Ever. Jeez.

So, I get to return this seemingly useful Dell laptop, pay a restocking fee, and buy another laptop in 3 weeks. You can bet that will be somewhere else. Like, say, where they know their purchase and return policies, for example.

(To be fair, the sales person was very smart, and really did help me choose the right machine, and tried to help me understand the return policy. Problem was, HE didn't understand the return policy!)

[JeremyB]

I am sorry to hear about your problems returning the laptop. The policy is that laptops only have 14 days to be returned no matter what. We are currently offering extended returns on products but computer is not one of them. I apologize that you were led astray by the person helping you out. One of the community connectors will be along shortly to help you out more.

[Mishki]

The moderator was either wrong or you misunderstood him.  Silver members have 45 days to return any item, including desktops and laptops.  I think the iPhone might be excluded but I'm not sure.

[Miranda]

Exchange and Return Guidelines Exchange and Return Period Exchange or return your item anytime from the original purchase date within the timeframe below: 14 days for computers, monitors, projectors, camcorders, digital cameras, and radar detectors 30 days for all other products 45 days for all products for Reward Zone Program Premier Silver members

[Nokia]

Cell phones are not excluded. However, the carrier still has a 30 day cancellation policy regardless of your RZ status.

[Mishki]

This is the cause of my confusion - http://www.bestbuy.com/site/null/iPhone+3G+FAQs/pcmcat161300050015.c?id=pcmcat161300050015

- What is the iPhone 3G return and exchange policy?
There's a 30-day return period, even for Reward Zone® program Premier Silver customers. And there will be a 10% restocking fee.

[Miranda]

Admittedly, the holiday season makes the return policy a little (lot) confusing. To my knowledge, items purchased as gifts are eligible to be returned up to the end of January. The exceptions to this (as I was told by a consumer relations agent) was items that typically have a 14 day return time frame and cell phones (as those are tied to the 30 days, per the carriers). Items purchased as non-gift items would fall under their normal return time frame(14 days for laptops, digital cameras, etc).

[Mishki]

To my knowledge the only items excluded are computers.  I returned a camera today purchased on November 4th as if it was within the normal 14 days with no problems.  Why the receipt says "Some exclusions apply please see and associate for details" instead of "Desktops, laptops, and netbooks are excluded" is beyond me and would drastically cut down on the number of these situations where an associate might not have the correct information.

[Nokia]

Miranda, the exchange policy for cell phones is extended. Technically the return policy is as well, though you still have only 30 days to cancel the contract.

[Miranda]

Nokia - really? when'd they do that?