Best Buy & Geek Squad Policies

[unune001]

I just had my beloved G1S-X1 ASUS laptop declared unrepairable by Geeksquad and thus, up for "junk out." I have been without a usable laptop for almost 3 weeks. I used it primarily for rendering with photoshop and other computer graphic programs for work and school projects but don’t have a suitable replacement. I was disappointed when I was told they wouldn’t be able to return my laptop to working order but somewhat optimistic I would get something better. Unfortunately, I have been offered only models that don't meet the specifications I need, which is everything that came with it. I bought my laptop as an investment with all the features carefully chosen and paid a lot for it, $1799, 3 years ago. Most of the specifications are obvious going to be better today like the RAM and Harddrive but they have failed to match the Resolution and GMU (Graphics Card). I suggested an ASUS G73JH for $1299, that meets my main concerns but they turned it down, even though it’s worth less than my original purchase price. The Terms & Conditions of my PSP state: “… replaced with a new or rebuilt comparable product that meets the manufacturer’s specifications of the original product, or you will receive a reimbursement in an amount equal to the original product’s purchase price.” Still, they refuse to replace my laptop with a match like the one I suggested or provide credit for one of my choice. What am I supposed to do?

[JM]

While I cannot answer your direct question in regards to the store's position on replacement or reimbursement, I can let you know that one of our Community Connectors will be with you within the next several business days, and they will better be able to address your issue.

Your patience during this time is much appreciated.

[Dorothy-BBY Community Supervisor]

Good afternoon unune001 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to reach out to you. 

[unune001]

Alright Dorothy, I will be anxiously awaiting this communication. Asking the store and calling has either been met with rude responses that don't answer my questions or get disconnected.

[CrystalWoW Community Veteran]

Sony VAIO Laptop / Intel® Core™ i3 Processor / 17.3" Display / 4GB Memory - Gunmetal Black

Model: VPCEC25FX/BI | SKU: 1021434

Watch high-definition movies on the go with this laptop that features a 17.3" LED-backlit display with 1600 x 900 resolution, and a Blu-ray-enabled double-layer DVD±RW/CD-RW drive for watching your favorite movies.Windows 7 Home Premium preloaded Which Windows 7 edition is best for you? Compare. Learn more about Intel® processors. Information provided by Intel.

 4 Read reviews (3)

Sale: $799.99

I would say that this one seems to be one of the closest ones I could find. It has a higher resolution, the bluetooth, better graphics, much better processor, and bluray. It also is a little larger at a 17 inch screen. It has a lot of big upgrades from  yours, but still has all the things that yours did. Unfortunately. the G73 is such an enormous upgrade that it isn't really comparable. This Sony is a huge upgrade as well, but one of the only ones that has the few little things that a lot of them lack that yours had. Might  be one to suggest for replacement... 

[unune001]

Thank you for actually suggesting a reasonable replacement, unlike the sales people at BestBuy! They offered me a laptop with only a bigger harddrive and literally don't me, BestBuy does'nt care about your other specifications we only match the harddrive. It obvious any modern laptop will most likely have a larger harddrive. Unfortunatly, the Sony Vaio you just showed me is not in any nearby stores, so they will turn it down.

[JM]

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unune001 wrote:

Thank you for actually suggesting a reasonable replacement, unlike the sales people at BestBuy! They offered me a laptop with only a bigger harddrive and literally don't me, BestBuy does'nt care about your other specifications we only match the harddrive. It obvious any modern laptop will most likely have a larger harddrive. Unfortunatly, the Sony Vaio you just showed me is not in any nearby stores, so they will turn it down.

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They should be able to order it via OMS, if it's not in any nearby Best Buy locations. Even though they're performing a Junk Out Exchange, it's still completed on the POS and they should be easily able to switch into Sale mode and place an order for that unit. I haven't been in Geek Squad in almost two years, but from what I know it should still be the same system. I would ask them if it would be possible to complete the exchange that way.

Hope this helps.

[Allan-BBY Community Connector]

Hi unune001,

I’m sure having your laptop break was upsetting, and given how much you obviously  enjoyed this laptop I can understand you being disappointed by finding out that your service plan would be replacing this laptop with a  different model.

The store that is processing this replacement should be determining what model is most comparable to the laptop that is being replaced, and replace your laptop with that model. There are many specifications that should be compared in determining what model is most comparable to the laptop being replaced. Although we try to match every specification as closely as possible it is impossible with a laptop to match everything exactly. I can say that our stores should not only be comparing hard drive size in making this determination.

With that being said it does seem like you should be offered a laptop that has a graphics card at least as good as the laptop being replaced had, and I would like to work with you to see if there is a resolution I can provide you. I am sending you a private message to start that conversation, and to check your messages you should log into the forum; then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,