Best Buy & Geek Squad Policies

[serenecelene]

Hi everyone,

I am very disappointed in Best Buy right now. I purchased my first Mac from Best Buy in Soquel less than three weeks ago, so my mom and I would not have to go to San Jose because she has a fear of the highway used to get there. My friends told me to buy from Apple, and now I regret not taking their advice. Yesterday I found out that a new, cheaper, cooler version of the Mac I bought was released! 

This is a nightmare for me, since I know that people have been able to return Macs when there are updates within 30 days, depending on the manager.  

I called the Soquel store immediately, and spoke with someone named Ashley who told me since I was a few days over the 14 day policy, "too bad." Despite always being respectful, I have always been walked-all-over by customer service my entire life (except one time when a store tried taking back a coupon I used to buy some sunblock, but decided not to since I did nothing wrong). Many times I have been lied to and deceived, so I am writing here in hopes that this was just another one of those times. I am so tired of being lied to, hurt, and treated like a doormat when I've been nothing but nice my entire life. 

I feel so upset, this is just my luck. Just over 14 days, and a new mac is released. I love mine, but the new one is cheaper with a lot of features I would love to have. I am working my way through college, so I feel really hurt that I received no support from Best Buy. My last computer (an HP) cost over $2,000, so I expected it to last 4-5 years. Never took the computer out of my room, only used it for essays/email/youtube, and a couple months after the warranty, it literally started steaming and literally blew up.  

Night blindness runs in my family, but I bought the Macbook Air because I often experience stomachaches and wanted a light laptop I could use when I have to lay down -- the new Macbook Air is just as light, but with a backlit keyboard. I guess I feel really disappointed since if I had only waited 3 days I would be smiling right now. 

I'm that person who sneezes but never hears "bless you," but since I am new to both Best Buy and Apple, I decided it was worth a try to ask, Is there any kind of resolution in my case?   

Thank you!

[CrystalWoW Valued Expert]

I don't understand how you were lied to deceived stepped on or hurt. Best Buy has a clear laptop return policy. You are outside of that. Then it becomes at the stores discretion. Store said no. Unfortunately technology is a rapidly advancing market.

[NoNoBadDog]

How is Best Buy responsible in any way for your situation?  Even a cursory searh of Google about Apple would have told you that a refresh was imminent.  No one is obligated to tell you when any OEM is going to do a product refresh.

You have been treated fairly and well within the published guidelines.  Best Buy did nothing shady, immoral, crooked, etc. 

Next time when making a major purchase do *YOUR OWN* independent research in the area you are looking to buy, so that you may make an informed buying decision.

Enjoy your new Mac. 

BTW, "cooler" doesn.t make the new models run faster, "cooler" doesn't make your model obsolete, etc.

[bluephoenix]

Sorry lady, I agree with everyone else here. Its a policy that has to be adhered to, and its up to the consumer to do their own research when it comes to any new purchase. I found find it strange if you just walked into a car lot and just bought any car.. The same thing goes to computers. Its a big investment, and you really have to do yoru reaserch. Anyone that reads any kind of tech news would tell you that there have been rumors about a new MacBook Air refresh for months.. its littered all over CNET.

Moral of the story: If you don't do you're homework, you're going to fail.

[Entropy]

This is pretty typical Apple behavior - they're very tight-lipped about updates/refreshes in many cases, causing a lot of people to get screwed.

[kst8no1]

So using the OP logic I should just be able to trade old stuff in for the new model whenever I feel like it. Sorry but that's the way technology rolls. And also the new MacBook air has been rumored to come out in July since may.

[cr_client]

If the return policy was 30 days, instead of 14, people who bought their computers 32 days before the new one came out would have a similar complaint. What if the return policy was 60 days? People who bought 62 days ago would be complaining. So does a store then adjust it to 90 days? Then the 92-day people would complain.

It has to end somewhere, and Best Buy and a number of others have chosen 14 days to be the appropriate return period for a consumer electronics item that experiences as many updates and gets as much use as computers, camcorders, and cameras receive.

Of course, if one purchased a $2k laptop a year ago, and a few other items, that person would qualify for the RewardZone Premier Silver club, which allows for a 45 day return policy on all purchases...

[AaronE]

By buying a item (computer) you're agreeing that the product is worth the price paid (acceptable value).

Apple releasing a new model doesn't mean your computer is anything other than what you felt was worth it at the time of purchase.

If you bought something that fits your needs it still fits your needs.

If you're a Reward Zone Premier Silver member you do have a longer return policy you'd be within still.

[SoMeAm]

Hello,

Your posting caught my attention because you indicated your HP computer "... literally started steaming and literally blew up. "   I truly regret that this happened and hope you were not injured.    I will send you a private email for more details.

Priscilla

[Mbrguy Trusted Contributor]

Ah, so that's where I left the kettle and leftover July 4th fireworks.