Best Buy & Geek Squad Policies

[Kathymich517]

My 2 week old laptop quit working.  On returning it the following weekend we were told it needed diagnostic testing done that would take a week.  This would put us over the returnable date in your policy.  We mentioned it to the salesman who got approval from his supervisor to extend out refund date until after the testing was completed.  He put it in writing so there would be no problems.  Today, we were told the laptop will require additional money to fix. A new computer used 2 weeks and cost over $800

should NOT needs repairing and definitely should not cost us a dime!  We said to forget it and refund the money.  At that point we were told we were past the refund date.  We produced the receipt with the written statement from the supervisor waving the expiration date of the refund pending the test results.  The manager said, "Sorry.  Means nothing to me."  she offered us store credit.  Do you honestly think we want anything to do with Best Buy or any product that comes from this store after this experience?!?  We want the full refund in cash that was promised in writing!  This happened at the Toledo, Ohio store.  Is there a a person in a higher position I can talk to?  Can you please direct me? Thank you

[AaronE]

Did you talk to the stores general manager?

When you first took the laptop in was it already 2 weeks since you purchased it?

[Kathymich517]

Yes, it died and was returned within the 2 weeks. 
YES...the manager, Sarah, was rude, nasty and walked away from me while I was still talking.  Is there someone above her you can direct me too?

[AaronE]

You can either call 888-Best Buy to speak to someone or you can hang out here for a Community Connector. A Community Connector will usually hop in within 3-5 business days of getting assigned to your post. If you want more expedient help I'd suggest the number above. 

[Kathymich517]

Thank you

[Ryan-BBY Senior Social Media Specialist]

Hello Kathymich517 -

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

[Justin-BBY Community Connector]

Hi Kathymich517, 

So you were promised in writing that you would receive a full refund on your laptop purchase and the store still did not follow through? I'm sure that's infuriating to encounter and I'd like to get personally involved on your described situation. I'll begin by sending you a private message to gather purchase details and then go from there. PMs can be seen by ensuring you're logged into our forums and clicking the letter icon in the top corner. 

I'll talk to you soon!