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New Member
Posts: 2
Registered: ‎01-02-2018

Refurbished Computer Return Policy Complaint

 

I am writing to express my dissatisfaction with the customer service I have received from Best Buy. I recently purchased a refurbished Acer laptop from Best Buy in August 2017. After using it for only two weeks it became apparent that there was a serious pre-existing issue with the computer crashing and freezing. Over the last few months I have sent the faulty computer to the Acer Recertified repair center two times and sought out diagnostic advice from Best Buy’s Geek Squad, yet I have not received service that has identified the underlying cause of the issue nor resolved the issue I am experiencing.

 

When I attempted to return the faulty computer, I was informed that I would be unable to do so in accordance with Best Buy’s return policy, contrary to the warranty I received from Acer. At no time was it communicated to me that I would be penalized for my persistent efforts to resolve the issue I was experiencing.

 

I am reaching out and asking for your help in resolving this customer service problem. A faulty device was delivered to me from the point of purchase and I find it unacceptable that I should be denied returning the computer. I feel I have been treated unfairly and I believe Best Buy should issue a credit for the return of the malfunctioning computer in order to purchase a new one.

 

I can send additional documentation and correspondence with Acer recertified and Geek Squad for your reference as needed.

 

I anxiously await your reply.

 

Rene

Posts: 2,275
Topics: 17
Kudos: 194
Solutions: 116
Registered: ‎11-29-2016

Re: Refurbished Computer Return Policy Complaint

Hi Rene,

 

Welcome to our forums.  I’m sorry we weren’t able to reply to your post sooner, as our Support Forums saw an increase in traffic during the past holiday season.  While we work to reply to all our customers as soon as we can, I truly appreciate your patience.

 

As it sounds like you may be aware, our Return & Exchange Promise allows our customers a 15-day return/exchange period for most products, with 30 and 45 days offered to our My Best Buy Elite and Elite Plus customers, respectively.  Because your purchase was made 5 months ago, we’re unable to accept your laptop for a return or exchange.

 

I realize this may not have been the answer you were hoping for, and I apologize for any disappointment this news may bring.  With that said, I recommend continuing to work with Acer to repair your laptop through their manufacturer warranty, and I’m optimistic they’ll be able to resolve the issues affecting your computer.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-02-2018

Re: Refurbished Computer Return Policy Complaint

Hi Sean,

 

I appreciate your response. I understand the intent of Best Buy's return policy to weed out fraudulent returns, however I find it unaccomodating to extenuating circumstances. The product I paid for had a pre-existing issue and I have already spent months of my personal time coordinating with Acer Recertified and Geek Squad in the hopes that these experts would be able to resolve the issue. I feel that I have made my due diligence in troubleshooting the issue so I find it frustrating that there is no flexibility with this company policy. 

 

Would it be posible for me to correspond with a supervisor to escalate this claim?

 

Rene

Highlighted
Posts: 2,275
Topics: 17
Kudos: 194
Solutions: 116
Registered: ‎11-29-2016

Re: Refurbished Computer Return Policy Complaint

Hi Rene,

 

As I’ve mentioned, our Return & Exchange Promise gives our customers a 15-day return/exchange period for most products.  With that said, I understand the time and energy you’ve put towards repairing this laptop, and I’d like to gather some additional information from you regarding these repairs to see if there’s any other resolutions that may be available.  I’ll be sending you a private message with the information I’ll need from you, and to read my message you’ll want to click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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