I bought a gaming computer this past summer. In a few months it stopped working properly and the Geek Squad sent it in to get fixed. They didn't fix it or return it, and I received an email telling me I was to get an exchange. Instead of exchanging it for the computer I wanted (the same kind I had sent in, but probably because it was of out-of-stock), I was told I had to accept a gift card. I was not offered a refund for a computer with a bad GPU that lasted about 6 months. The gift card does not resolve the problem, since the item is out-of-stock and I can't compete with the bots and scalpers that sell out the item before I even get a notification. I have a suggestion to make the process more customer friendly.
Instead of the "Best Buy App", which places the onus on the customer to find the product, why can't Best Buy simply move customers (especially those who have already made a purchase and have accounts for the Geek Squad program) to the front of the line? When an item comes in stock, instead of making the aggrieved customer try to fight against bots and scalpers for the exchange they are entitled to, why not reserve the intial new-stocks for customers who have already turned in the product and deserve their replacement? I have read several articles online, and it looks like regular people like me who can't use bots are not getting the computers they are trying to get and this is expected to last until at least the fourth quarter of 2021. I just want the computer I paid for, or at least the ability to purchase it from another business. Now I'm stuck with a gift card that can't replace my item, and I am stuck being offered items that aren't even gaming computers because Best Buy is unable to offer me anything close to the rig I purchased with my hard earned money. I would feel much better if Best Buy was the entity trying to resolve the problem instead of putting it back on me. A company like Best Buy should be able to put a hold on any comparable computer delivered to a store that can transfer it to me.
We appreciate the suggestion At this time we are not looking to change how this process works when a product is replaced under a service plan or Manufacturer's warranty.