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New Member
Posts: 3
Registered: ‎02-25-2018

Looking for a fair resolution

[ Edited ]

Let me start by saying that I have been a long time customer and fan of Best Buy.  I am in the retail industry myself and understand and appreciate the challenges Best Buy has had.  However, through it all, I was always impressed with Best Buy's willinginess to put the customer first.  Unfortunately, this is no longer the case.  

 

My wife and I recently started a small business.  As this is a start up, every dollar we invest is very important to us.  When it came time to purchase a computer for our employee, we chose to start at Best Buy.  We went to your Michigan Avenue Chicago store.  We needed to be frugal, so after a lot of discussion with your associates in store, we ended up purchasing an Inspiron 15 3000 Series Touch "previously opened item".  We were assured that even those this was a previously opened item, it has gone through full diagnostics and would have the same Best Buy support as any other item.

 

We purchased this laptop on 11/21/2017 for $354.98 after discounts and including tax.  Initially, the laptop seemed to be in good working condition and I spent several hours setting this up for the use of my employee.  It became very apparent early on that even though this laptop was "working" there is obviously something wrong as it was extremely slow with every single function - from as simple as loading a login page, starting up, or downloading a printer driver.  This was not a case of overloading the laptop with programs, running large programs, or insufficient memory or processor speeds.  We attempted to use this laptop with our employee, and literally it would take up to ten minutes to complete a function that completed almost instantly on other laptops.  We are a mobile ultrasound company that perfroms services in doctors offices and in patients homes, and time if of essence to our services.

 

When we realized this was the laptop and nothing else, we retrieved the item from our employee (after minimal use).  I then spent several more hours of my time ensuring I had wiped the computer clean of all of our company information, passwords, etc and reset the computer to the initial set-up as I had received.

 

My wife and I both travel, so it was a couple of weeks before we were able to return to the store for resolution.  We fully expected a credit back to our account given the circumstance that this item never performed as advertised.  While it had been less than 90 days since our purchase, understanding Best Buys return policy, at the very least we would have expected a store credit.  We were told by your store manager Jason {removed per forum guidelines} that there was nothing he could do for us.  The excuse he gave to me was laughable.  He said the item which Best Buy sold to me less than 90 days earlier was now discontinued to he could not return the item.  I have been in retail for 30 years and I would expect Best Buy to not "hide behind" an item being discontinued as opposed to standing behind the reputation of customer service from Best Buy.  My wife and I were so annoyed by the lack of service that we simply left the laptop on the counter and walked out.  

 

I am reaching out in an effort to give Best Buy the opportunity to offer a fair resolution prior to taking next steps on our end to pursue resolution.

 

Sincerely,

{removed per forum guidelines}

 

 

         

Posts: 3,776
Topics: 21
Kudos: 223
Solutions: 216
Registered: ‎12-23-2016

Re: Looking for a fair resolution

Hi michaelfbowen,

 

Welcome to the Best Buy Community forums. I’m sorry to hear that your laptop isn’t working out quite as you had hoped.

 

We want all of the open box items we sell to function the same as a new product would. That said, under our Return & Exchange Promise most laptops we sell come with a 15 day return period, which is extended to 30 days for our Elite My Best Buy members and 45 for our Elite Plus members. A computer that was purchased in November would no longer be returnable, even if it were defective.

 

Your computer should still be covered by the manufacturer’s warranty it came with, however, and our Geek Squad should be able to help you out under that warranty. In some cases the store can perform the repair in-house, and in other circumstances it may need to go out to a service center, but at the very least they should be able to perform a diagnostic on the computer to help determine the cause of the issue. I apologize that Jason didn’t give you that option when you visited the store.

 

I would suggest you reach back out to that store to make sure that they still have the computer you left there and request that they check it in for a diagnostic at the Geek Squad. If you’d like you can send me a private message with your phone number and the customer service PIN from the bottom of your purchase receipt if you have it and I’ll reach out to the store along with you.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-25-2018

Re: Looking for a fair resolution

[ Edited ]

This resolution will not work for me.  We purcchased this item for our small business.  When it did not work as promised, we purchased a replacement prior to returning.  In addition, as mentioned, your company now has possession of my returned item.

 

I am not interested in going through a 3rd party warranty program.  I am interested in Best Buy standing behind the products they sell and the promises made at the time of purchase.

 

Fair resolution in my opinion would either be a credit to our account since we no longer have this product and your company is in possession, or I would also except a store credit in the amount of purchase to use at another time.

 

If you are unable to provide either of these resolutions, will you please provide me with a contact number from your corporate office as well as the date and time of your next shareholders meeting.

 

Thank you,

Michael {removed per forum guidelines}

 

  

Posts: 732
Topics: 11
Kudos: 80
Solutions: 54
Registered: ‎10-03-2017

Re: Looking for a fair resolution

Hello Michael,

 

Please note that I have received your private message and will be following with you through there. As a refresher, our Return & Exchange Promise does cover our customers who purchase both new and open-box products should they need to return their items for any reason. 

 

Nonetheless, please note the pending notification of my PM on the top right of the forums page.

 

Best,

David|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-25-2018

Re: Looking for a fair resolution

[ Edited ]

David,

First  of all, we described the exact specifications for which we would be using this laptop and purchased it based on the strong recommendation of your associate in store.

Secondly, there was absolutely nothing in terms of "extreme workload" thrown at this laptop.  Even things as simple as logging on would take 5-10 times the amount of time as any other laptop we own period - including refurbished laptops.  This was prior to ANY other program being loaded or any other process being run.  The fact of the matter was this particular laptop was a Lemon, Defective or whatever other terminology you want to use which I imagine was why it was returned in the first place.  The fact that your company would turn around and re-sell such a poor performing item one month away from being discontinued is dishonest at best and borders on fraudulence.

Thirdly, I asked very specifically if you could not meet either resolution that I suggested, for you to provide me with the contact information for your corporate customer relations manager as well as the date of the next shareholders meeting.  I would appreciate you responding with the requested information.

Thank you for your time.

Michael {removed per forum guidelines}

Posts: 732
Topics: 11
Kudos: 80
Solutions: 54
Registered: ‎10-03-2017

Re: Looking for a fair resolution

Hello Michael,

 

Please note I have reached out to you through private message. 

 

Best,

David|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!