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Posts: 1
Registered: ‎03-09-2018

Lemon Computer

I ordered a computer Best Buy on approximately 10/2. I have now had 2 technical issues with it, most recently the motherboard needing replaced. I obviously have a "lemon" computer. I talked to 3 different people at Dell ultimately saying that if I am looking for a refund/store credit/etc. I need to talk to Best Buy. I talked to 2 different people on the phone at Best Buy. Basically both said there is nothing they can do for me as I am out of the 30 day return period. Honestly, I am so frustrated as I run a home based business and can't do my work unless I borrow someone else's computer for 2-3 weeks at a time.

 

My question is .... who is responsible and protects the consumer if neither Dell nor Best Buy will help me with this? Is it just buyer beware and send back indefinitely for repairs everytime another issue comes up?

Posts: 1,089
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Registered: ‎11-04-2014

Re: Lemon Computer

Hello Appraisergirl1

Having multiple computers myself along with buying several of my nieces laptops I know full well having a lemon of a product or even a defective product so soon on after purchasing can be frustrating. Question because it is important do you have a protection plan on your laptop ADH/GSP or Geeksquad protect and support plus or any hardware coverage on your laptop with Best Buy? With a coverage plan Best Buy actually has a no lemon policy after a set amount of repairs Generally 3 repeat repairs for the same hardware part. (keep in mind this no lemon policy does have other restrictions and factors that need to be met before another product or store credit is given) Otherwise I know there are laws on Lemon products and each manufacturer have key factors before they replace a product for being a lemon.

I would recommend heading into your local Geeksquad Either way if you have a protection plan or not and see about sending out your laptop out for repairs. I would also advise to talk to the Geeksquad Manager to see if their might be any options to help you out with the repair process.

If you have other questions please feel free to ask or wait for a moderator to give you more information on the matter.

The views that I post are my own and not that of Best Buy. ***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 2,573
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Registered: ‎08-21-2017

Re: Lemon Computer

Hi there Appraisergirl1-

 

Welcome to our community. Thank you for taking the time to register to our Forum and write to us about your computer purchase. It's never a good day when you sit down at your computer only to see that it's having problems. I'm sorry to hear that you haven't been able to get much assistance in getting this resolved yet. I'd be happy to help you look in to what options are available to get help with your computer. 

 

Most of the products we sell fall under our Return & Exchange Promise which allows most items to be returned within 15 days. Since you've had this computer since October of last year, we wouldn't be able to process a return or exchange for this. Did you purchase a Geek Squad Protection Plan for this computer? If so, I would recommend scheduling an appointment with them so they can take a look and see how to best assist you. They can help you even if you don't have a protection plan but repairs may be subject to fees.

 

If you didn't purchase a protection plan, I would also recommend continuing to work with Dell Support  to get help with this computer. I hope I was able to give you some more information about your available options. Please let me know if you have any more questions or concerns that I can help you with. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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