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New Member
Posts: 5
Registered: ‎09-06-2017

Terrible Customer Service

[ Edited ]

I bought a lap top from you guys. Called Lenovo directly.... already dreading dealing with BB...they said I needed to take it back to BB.... I walked out today 45 minutes later with a migraine from your idiot store manager Brian {removed per forum guidelines} in Plano, TX and no resolution to getting my screen fixed... where do I go to make a more detailed report about this and how do I make a liability claim on a used and defective product you guys sold me?

Posts: 8,851
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Registered: ‎01-03-2013

Re: Terrible Customer Service

Hello Abarna - 

Welcome to the forum and thank you for reaching out to us! It's incredibly discouraging to hear you may be dealing with a broken screen that you need to have fixed on your Lenovo laptop. Repairs are never fun to deal with, so we do our best to ensure a smooth experience. 

 

I'm glad to hear that you already contacted the manufacturer, though I'm disappointed you may have been left dissatisfied with your experience at our Plano, TX store when working with Brian. Generally speaking, unless a broken screen may be covered by a Geek Squad Protection plan purchased at the time the laptop was purchased, such repairs would be at your cost. 

With that said, if you wish to share further details with me, I would be delighted to look further into this experience. If you prefer to share these details privately, you may send me a private message via the link in my signature below. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-06-2017

Re: Terrible Customer Service

[ Edited ]

your private link is faulty... doesn't that figure....

 

 

I bought a Lenovo Yoga 900 from you guys 01/23/17. I got a used one because one of your managers (Robert at the Sherman, TX store) promised me there was nothing wrong with it. He talked me into buying one that was re-packaged by best buy instead of a brand new one that had never been touched by any other consumer. When I got it home and took it out of the box, there were 2 keys popped off of it and 1 key really crooked on it. I took it back for a refund 2 days later 01/25/17 and the people in geek squad put the keys back on the computer and insisted they could not give me a refund because it was a used model I purchased and they didn’t know if I caused that damage in the first place…

 

 

It is now September… and this whole experience has been a nightmare! The night of 09/07/2017, I was on my computer and noticed that the screen seemed really hot and that the right bottom corner looked warped. On further inspection, it appears that the screen is peeling away from the backing that it is on. As I closed my screen, that part of it made a popping sound and cracked. On a side note, I have done tons of research so far and this appears to be a pretty common issue for the glue to come undone.

 

 

I called Lenovo the next morning to see what I should do and if there were any recalls. They said no and offered to look at the computer. They told me to take it back to best buy so they could help send the laptop back to them free of charge. So, the following day, I went to the Plano, Texas location after work. When I walked in, there were 3 guys in the front that didn’t even stop their conversation to help me or greet me as I stood there, staring at them. Finally, they told me to go to customer service where there was a girl standing in the back texting on her phone. When I told her what had happened and that I called Lenovo, she was like I have no idea what you want me to do. I’m going to call a manger.

 

 

So, after about 5 minutes, Brian {removed per forum guidelines} walks up from behind me and asks how he can help. I told him the same story, I already contacted Lenovo and they said you guys would send my laptop off for free. He went into a tangent and berated me for at least 25 minutes about how this is physical damage and that no one is going to do anything about it. He told me that he wasn’t going to send my laptop off… then as he was telling me all the way I could have caused the damage myself… he kept poking at the crack with his own fingers and caused the crack to splinter further to the left of my screen. He refused to send my laptop anywhere or give me any advice on how to get it repaired… telling me that it’s going to cost as much as a new one to get it fixed.  When I told him to stop touching my computer and what he had done… he told me no one would believe me and that no one was going to help me and then went back into how I broke my own laptop and caused the physical damage myself…. I told him to stop and that I was leaving. I told him that I would call Lenovo and go to the Sherman store where I originally bought the laptop and maybe they would be more equipped to help me or at least give me some options on how to get this thing repaired and treat me with some form or respect... He said sarcastically, “okay, you do that.” Then he waited until I was almost out the door and sarcastically yelled after me while he was still standing at the customer service desk, “you have a good day.” – to this, I did not respond and just kept walking.

 

 

I reached out to Lenovo a second time and they said the same thing… to take it back to best buy, because that’s where I bought it and they can send it back. Saturday 09/09/17, this manager (Steven I believe) was nicer than Brian… but again he chalked this computer up to being my problem… and told me that he is not going to eat $800 to replace my computer and apologized for his manager talking me into this one instead of a new computer. He again did not give me a resolution to getting me screen fixed and left me crying and stressed out even more. I cannot stress enough that I only bought this used computer because your managers are supposed to me experts and know what they are talking about. I cannot believe that you would sell faulty products to unsuspecting customers and not even a year later; have an obvious manufacture defect and refuse to help them resolve the issue. I believe at this point and with all the stress that you guys have put me through. I am flabbergasted that you guys are still in business, if you treat other customers with as much disrespect as I have been treated with. Giving me a credit of what I paid for this laptop is the least you can do or at least a hefty discount, so I can buy a NEW laptop… This has been a total nightmare of dead ends left and right and I am not in a position to where I can buy a $1000 computer every 8 months due to manufacture defects… or possibly in part of your own company selling a product that was clearly defective and previously returned.

New Member
Posts: 5
Registered: ‎09-06-2017

Re: Complaint

It's a nightmare working with these people. I've never seen anything like it. This is my first time buying something from best buy in 8 years... because this happened to me previously too! Good luck. I hope they do the right thing.

Posts: 8,851
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Kudos: 331
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Registered: ‎01-03-2013

Re: Terrible Customer Service

Hello Abarna - 

Thank you for following up with me with these details. I'm sorry you may have had trouble with my private message link, as I haven't had trouble with it myself, nor have any other customers reported trouble with it. 

Under our Return & Exchange Promise, you should have had 15 days to return this device if you were unsatisfied with it, especially if it wasn't in a condition as described. As keys are meant to pop off for cleaning purposes, it seems odd they would have considered this damage. 

With that said, it is also strange the Lenovo would suggest you have us send your device out to them. Generally speaking, manufacturers will have customers ship their products directly to them. We generally use our own authorized service centers and would not typically ship a device directly to manufacturer. 


Currently, please know we would be unable to provide you with a refund as you are far outside our Return & Exchange Promise. However, I would like to look further into your experience. Using the details you registered with the forum, I was able to locate your purchase receipt. Please know that I am reaching out to our Plano, TX store for further information on your visit. Once I have more details for you, I will be sure to reach out to you right away. 

 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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Registered: ‎01-21-2014

Re: Terrible Customer Service

Good morning, Abarna,

 

I hope you are doing well today. While we do not have an update for you just yet, I wanted to proactively reach out to let you know Tasha is currently out of the office. I assure you, though, we are currently reviewing your case with our Plano, TX leadership team, and I’ll personally contact you the moment more information becomes available. It may yet take a couple of business days, but in the meantime, please feel free to reach out to me directly should you have any further questions.

 

Thanks for your continued patience,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Posts: 4,567
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Registered: ‎01-21-2014

Re: Terrible Customer Service

Hello Abarna,

 

Thanks again for allowing us some time to review your case with local leadership. Please know I’ll be follow up with you shortly via private message to provide you with some additional information. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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