Best Buy & Geek Squad Policies

[tbroom]

Me and husband just bought a new Toshiba all in one touch screen computer. We ordered it online, and picked it up at store #452. We live in WA but picked it up in OR because we had to go down and see family. Plus there is no tax. We had it home for a few days when my husband saw that the sticker on the front said i5 instead of i7. We starting comparing numbers and realized that the computer in the box was one that $150.00 cheaper than the one we paid for. We called customer service who says there is nothing they can do. We can either drive 300 miles round trip to take it back to to the store we bought it at to get the correct one (if they would still have one in stock when we had a free day to make it down), or return this one to a local store, who doesn't have the one we want in stock, and re-order and wait until a new one is shipped. They won't expedite shipping. If I want it faster then I have to pay. They also refuse to reimburse me for the Microsoft Office I paid for and installed on the wrong computer. I'm supposed to call Microsoft and hope they give me a new code for free. They refuse to take any responsibilty for the geek squad member who removed it from the box to add things that weren't asked for, and put the wrong computer back in the box. Yet they tell me it is my responsibility to drive 300 miles, using more gas, to get the correct one, or pay an extra ninety dollars in tax to re-order it. Their customer service is horrible. They do not care about their customers at all. We have spent $2000 there in the past month and a half and this is the thanks we get. We had planned on going to Best Buy in the next couple of months to buy an ipad and tvs for the kids. I don't think that I will be giving them any more business.

Toshiba All-In-One Computer

Model: DX735-D3302 | SKU: 4672992

Stay connected with this Toshiba DX735-D3302 all-in-one computer's wireless LAN, which allows a simple connection to the Internet. Get brilliant performance from the Intel® Core™ i7 processor with four multithreaded cores.Windows 7 Home Premium preloaded Which Windows 7 edition is best for you? Compare.Learn more about Intel® processors. Information provided by Intel.

 5 Read reviews (1)

Sale: $1049.99

Toshiba All-In-One Computer / Intel® Core™ i5 Processor / 23" Display

Model: DX735-D3201 | SKU: 3424635

This all-in-one computer features a 23" high-definition widescreen touch-screen display to ensure crisp images and simple navigation through menus. Built-in wireless networking allows connection to the Internet without wires.Windows 7 Home Premium preloaded Which Windows 7 edition is best for you? Compare.Learn more about Intel® processors. Information provided by Intel.

 4.3 Read reviews (15)

Sale: $899.99

[Ryan-BBY Senior Social Media Specialist]

Hello tbroom -

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

[Brendan-BBY Community Connector]

Hello tbroom,

Welcome to the forum.

I'm truly sorry about the trouble we have put you through with this purchase; It really sounds like we failed you here. The Geek Squad agents should have known which computer you were supposed to be getting back. I'm surprised that the store would not take responsibility for this error as it was obviously our mistake- I wish they could have been more helpful to you.

I looked into this in our systems here at the corporate office and see that this situation has already been documented. According to the notes, it appears that a resolution has been reached. If you still need assistance, please send me a private message and I would be happy to reach out to you.

Regards,