Ryan1319 wrote:
Alright, my parents purchased a desktop computer($1500) from Best Buy only 2 months ago, thats right, only 2 MONTHS AGO and the computer was a piece of trash from the start!!! It would always freeze and shutdown in the middle of being used for no reason right out of the box. So once my dad eventually found time from work to take it back to Best Buy to be fixed this past Sunday, the run around began. The GEEK SQUAD said they would call in 28 hours and be finished with what they were going to do with it after charging my dad $40.00 for the back-up disks which the unexperienced sales associate decided to not offer when the computer was purchased. Anyway, we call after 36 hours, because Best Buy did not call like they promised, and are told "the computer is looking fine and should be ready in 48 hours." So, after being told they will call the next day we have to call AGAIN! And when I go in to pick the computer up there is a page long list of stuff wrong with it. BS!!!! So my parents begin asking for an exchange because we have a 2 year warranty on it. But NO, Best Buy only accepts returns for the first 30 days. First of all, its only been 2 months since the purchase and we have a 2-YEAR warranty. What good is a warranty if they won't exchange the computer?? Does Best Buy think they are going to get away with making easy money off people for warranty prices? So now they are trying to say they are going to clean out the entire computer and start over. Who the heck do they think they are messing with?? This is all a sales and business scam and they are not going to pull it off with me. So now it has been almost a week since we were originally told 28 hours. WHY THE HECK CAN"T WE GET AN EVEN EXCHANGE WHEN WE HAVE A 2 YEAR WARRANTY ON A COMPUTER WE HAVE HAD FOR ONLY 2 MONTHS???? Best Buy has just lost long term customers here and I hope they lose more. If we do not get an even exchange the NEWS will get involved and there will be issues arising. Best Buy needs to be changed to WORST BUY...
P.S. We even had to exchange the printer we bought from them because it was broken right out of the box and the new printer we got was even missing the USB Cord. What does this tell you???
This better be resolved and I expect to be contacted very soon by someone on here who works for Best Buy!!
Ryan, I understand being upset but I think part or all of this problem could have been avoided.
You mentioned that the computer was "a piece of trash" from the begining, and that is why BBY offers a return policy, I know we are all busy people and have things to do, but if the computer was as bad as you said it was I cannot imagine not taking it back once you experianced these problems. After the return policy expires, BBY follows the same procedure for every customer, they cannot pick and choose customers to extend the return policy for or make exceptions for some and not others.
Even with a BBY service plan, items will at least attempt to be repaired before an exchange is offered. This would have been documented in your protection plan pamphlet, explaining the benefits and also the procedure for returns.
I don't think saying "who do they think they are messing with" will help your cause, trust me anyone who comes in and screams and yells is much less likely to get what they want as opposed to the customer who comes in speaks sternly but respectfully. Obviously, you are upset but threatening BBY with the news and acting as if you are more important than other customers won't get you anywhere.
BBY laid out all the return policies, and the policy regarding your service plan, you accepted those policies by making the purchase, your can't scream foul now, when you knew the rules going in.
Hopefully a MOD can assist you
I don't know the key to success, but the key to failure is trying to please everybody.
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