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New Member
Posts: 4
Registered: ‎03-03-2017

three hours on the phone, no resolution

 

 

I have been a great fan of best buy but all of that is changing because of a lack of customer service, the disconnect between bestbuy.com and the retail stores, and the diminishing quality of "geek-squad" certified products.

I have encountered all of these individually on multiple occasions but my most recent experience is a prime example of the trifecta at work.

I purchased an Asus Q302 laptop which was "geek certified excellent condition" on 1/10/16. Well, it was not excellent. The trackpad was defective. I exchanged the laptop for another at a local best buy. That laptop also had issues related to its installed operating system.

I shipped the second laptop in to the return center (where it was received on 2/16).

Now, three calls, three hours, and almost three weeks later, I have not been refunded and cannot reach anyone at the "special" elite plus number.

Any help would be appreciated,

 

 

 

 


Posts: 1,975
Topics: 10
Kudos: 171
Solutions: 130
Registered: ‎12-23-2016

Re: three hours on the phone, no resolution

Hi mnh51973,
 

Thanks for joining the Best Buy Community forums. I know how frustrating it can be when you buy a new piece of technology that doesn’t work right. Add to that your difficulties in getting a refund and I can understand how you feel.
 

Based on the information in your post and your forums registration I was able to look into your profile with us. I am pleased to see that Steven from our executive response team is looking into this for you. Based on what I’m seeing he has given you a phone call and left you a voice mail with his contact information. He will be your point of contact going forward in getting this resolved.
 

If for some reason that voicemail never got to you, I expect Steven to reach out to you again in the near future. If you haven’t heard from him by tomorrow, please send me a private message with your most up to date contact information so I can be sure he knows the best way to get in contact with you.

I’m confident Steven will take great care of you and help you find a solution.
 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-03-2017

Re: three hours on the phone, no resolution

Hi, Steve in MN was quick in responding and resolving my refund!

Thanks

Highlighted
Posts: 1,975
Topics: 10
Kudos: 171
Solutions: 130
Registered: ‎12-23-2016

Re: three hours on the phone, no resolution

Hello again mnh51973,

 

Thanks so much for coming back to let us know that you are all taken care of. I’m thrilled that Steve was able to get your refund processed for you.  If you ever have any other questions about Best Buy, please feel free to reach back out to us and we’ll be happy to help you out.

 

Sincerely,

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