Best Buy & Geek Squad Policies

[brandonh]

Just want to let everyone know not to shop at Best Buy. I purchased a computer from them. They lied to me and told me it was Windows 7 upgradeable free of charge. I took it home and found out that it was a lie. So I went to return the laptop and then they charged me a $50 restocking fee. AND I had paid in cash and they told me that I had to wait 10-14 business days to recieve my refund because they couldnt issue a refund over $250 in the store. I asked to speak to the manager and he told me there was nothing he could do for me. I told the manager I would be contacting corporate and his exact words to me "that wont do any good, they wont care". So anyone that is going to buy a computer or anything for that matter AVOID Best Buy. They are a horrible company. I feel like I was TAKEN!

[Nokia]

What was the reason it wasn't eligible for a W7 upgrade? Who told you it was not eligible?

[brandonh]

Because its a netbook and has XP. A sales clerk told me it was Win 7 upgradeable. 

[Nokia]

Yep, you're right. Only computers with Vista are eligible for the upgrade. However, W7 on a netbook really isn't that impressive.

Did you speak to the store about exchanging it for a computer that was eligible?

[brandonh]

Yes I did actually.  And they told me well we would be happy to do that for ya.  But the $50 restocking fee still applies! 

[Nokia]

Even if the other computer was more expensive?

[brandonh]

Yes they didnt seem to care. I called corporate and they said sorry nothing we can do.  I have now filed a complaint with the Better Business Bureau.

[Nokia]

Well, it is fully within the store's rights to follow policy by the letter. The BBB will not be able to do anything, because the store is following policy exactly. They cannot force a company to break their policy, and they cannot override a company's policy.

[brandonh]

I do realize that.  They need to train their employees better and tell them not to give out false information. 

[Dorothy-BBY Community Supervisor]

Good morning brandonh -

Welcome to the Forums!  I can imagine how disappointed you must have been to want to upgrade to Windows 7 on your new netbook only to realize this was not a free possibility.  If our sales team led you to this conclusion, I do surely apologize for any miscommunication that might have occurred. 

I do see that you have been in contact with Terry from our Consumer Relations department, and it appears he is handling this matter at this time.  Thank you for sharing your experience with us!