08-13-2010 05:01 AM
I recently purchased a Toshiba Qosmio laptop via BestBuy.com and I have decided I would like to exchange it for the next level up (approx $200 more).
I am aware of the restocking fee policy, but I am also aware that store managers have the ability to waive these fees and others have experienced such results, especially when trading up on an item.
Who should I be lobbying for such a waiver, bestbuy.com, or an in-store manager?
If it makes any difference, these laptop models are not sold in stores. They have to be ordered online and shipped (but they can be shipped to stores).
I'd really like to get this done asap, so any help is appreciated.
08-13-2010 05:20 AM
I guess what I really want to know is if the bestbuy.com CS has the authority to waive the restocking fee for an upgrade, or would I have better luck with a physical store manager.
I know I can return the laptop to a store, but would they be able to order the upgraded laptop through bestbuy.com or would they be able to give me full credit back to my Best Buy card to apply towards the upgrade?
What is my best option on how to proceed?
08-13-2010 06:56 AM
Your best option is to contact your local store management team and ask them if they would waive the fee. Keep in mind that since you made a purchase on-line, the store can only process returns to on-line purchases and not exchanges.
08-13-2010 11:21 AM
In terms of a store-level manager, it is at their sole discretion to waive the restocking fee. They are not required to do so and your best chance would be to polite discuss it with them and explain the situation. Nevertheless, they are not required to waive it, and are well within policy to keep it on the return.
As for bestbuy.com customer service, I am not too sure how they operate and who has what authorization. A Community Connector will address your concern within the next several business days, and should be able to clarify your question further.
I hope this is of some assistance to you, and best of luck.