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New Member
Posts: 2
Registered: ‎05-02-2019

Complaint regarding Best Buy's policies and

Hello,

 

I am very frustrated and disappointed with the Acer Aspire 5 I purchased from Best Buy less than 6 months ago. As a college student, I am diligent with reviews and do not have money to spend on junk items. Mentioning that, the computer purchased to last me through the last few semesters of college is already broken. During finals week! This caused me more stress and headache on top of finals and my employment. Luckily my old computer, which has a short and does not stay connected to the internet, along with numerous other reasons why I purchased a new computer. 

 

That said, I do not have an extra $600 to spend every six months for a new laptop. Contacting Best Buy was a joke - the agent was kind and understanding, but even Amazon has an electronics policy for the customer. Acer is less than helpful - I may incur fees if they determine it's OS issues, they do not guarantee anything; plus! I am expected to ship it overseas. Which I am not going to do as this is a device which holds my personal data. 

 

I am very disappointed in Best Buy and Acer. Neither one will back the items they sell and manufacture, and I am stuck with a worthless piece of metal that sits and loops. Geeksquad wants to charge me over 200$ for data recovery, along with more charges for fixing the actual issue. I would take it to Staples, however, they are less than helpful, having bent the frame in my old computer, which now has severe issues. 

 

I hope something can be done. 

Posts: 2,957
Topics: 38
Kudos: 209
Solutions: 160
Registered: ‎08-21-2017

Re: Complaint regarding Best Buy's policies and

Good afternoon, rileymorgan94,

 

Welcome to our community forum and thank you for writing to us about your computer. As a student myself I know how important it is to have a working computer, especially during finals. Because of the amount of time that has passed we may not have too many options available to assist you but I would be glad to help you look in to this.

 

We offer a 15 day Return & Exchange Promise for most of the products we sell. It sounds like you did not purchase a Geek Squad Protection plan for this computer, is that correct? We are typically able to assist with repairs if your computer has an active plan. As you mentioned we also offer repairs without a plan. 

 

If you would prefer not to go through the Geek Squad I would recommend continuing to work with the manufacturer. I understand that this isn't the desired outcome to this situation and I apologize that we don't have more options available. Please let me know if there are more questions that I can assist you with. I'm happy to help as much as I can.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎05-02-2019

Re: Complaint regarding Best Buy's policies and

While I appreciate the sentiment, unfortunately that isn't a solution to the issue. The issue is now that the manufacturer is saying that it's not their issue as it is a windows bootloop - therefore it has to do with the operating system. As Acer isn't the manufacturer of Microsoft, there is nothing that they can do. They referred me back to Best Buy, since it's still under warranty and they should be able to give me a refund for a defective product. 

 

Some of my fellow seniors have heard about this issue and are in dire need of laptops as well. However, knowing that even if the manufacturer won't help and its still under 1 year old that Best Buy won't assist, they will not be purchasing their electronics from this company either. Walmart and Amazon both work with customers - I know from experience with another family member - if the manufacturer cannot and will not assist. 

 

As I have already expressed, this is a highly disappointing transaction with best buy and I will not do any further business with this company if they are selling such items that won't last even one full year. I will find a new source to purchase, a NEW computer with the funds that I do not have at my disposal, so I can continue my college education. 

 

 

Posts: 2,957
Topics: 38
Kudos: 209
Solutions: 160
Registered: ‎08-21-2017

Re: Complaint regarding Best Buy's policies and

Hello, rileymorgan94,

 

Thank you for your response. As I mentioned, we are unable to process a return or exchange because of the amount of time that has passed since your purchase. With that said, our Geek Squad would be happy to take a look at this and see what options we have to best assist you with your computer. You can schedule an in-store reservation here.

 

I'm sorry to hear that this may impact future purchases with us. Please don't hesitate to let us know if we can ever assist you with anything else. We'll be happy to help as much as possible.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Frequent Contributor
Posts: 537
Registered: ‎02-07-2011

Re: Complaint regarding Best Buy's policies and

Have you tried calling Microsoft support?