Add Product

Search Results:

Reply
New Member
Posts: 4
Registered: ‎02-04-2021

Customer Service Complaint

[ Edited ]

I am very disappointed in the way Best Buy has handled a situation I have been having. 

 

I purchased an open-box Macbook from a Best Buy in March 2020 (this was also my first Best Buy purchase). Recently, I went back to school, and I noticed that the camera for the laptop was not working in December 2020. I first contacted Apple in December 2020, and they confirmed that there was a hardware issue with my laptop, which would not be covered under warranty because the warranty had expired (according to them, they have to base the warranty off of when the laptop was originally purchased). 

 

I then contacted Best Buy customer support online. I spoke to a representative whose name was Rickson {removed per forum guidelines}, and I asked him if I could be issued a new laptop since it had been less than a year since I had purchased my Macbook. After taking the Customer Service Pin from my receipt, he confirmed with me that I could get a replacement, and that I would have to visit the location I had purchased my laptop from. The next day I went to the store, and they told me that this was not true.

 

I spoke to another representative online, (her name was Agent Kelly S), and voiced my frustration, and she said that she put my notes in the chart, and that I would be able to go again and get a new laptop. She told me to make an appointment with Geek Squad, and they could issue me a new laptop. I contacted Geek Squad, made an in-person appointment, and they said that they do not issue new laptops. At this point, I had gone in-person twice to the stores. To make my in-store appointments, I had to take time out of my work and school schedules, without getting what I had been promised. 

 

I contacted Customer service again, and was transported to multiple departments,  and I was not able to get a new laptop. Not only that, but I was on the phone with customer service for 1 hour and 20 minutes. At one point, one of the representatives was extremely rude to me. 

 

I tried to contact Apple Support again to explain to them the situation and extend my warranty, (since it had been less than a year since I purchased it) but they were not able to do such.

 

I am very disappointed with the way Best Buy has handled my case. I feel as if no one knew what they were doing, and they were giving me false information and hope, without actually following through. I do not know what to do, but I am 100% certain that I will not be going to Best Buy for future purchases. I originally went to Best Buy to purchase my laptop because I had heard good things about the company, their customer service, and reputation, but after my personal experience there, I can see that this is not the case. 

 

I am writing here because I feel as if calling their customer service or doing an online chat would be a waste of my time, and my concerns will be ignored.

 

New Member
Posts: 4
Registered: ‎02-04-2021

Re: Customer Service Complaint

Another thing that was suspicious to me was that each time I had spoken to someone on Best Buy Online Customer support, both representatives had told me that I would receive email transcripts of my conversations. At the end of each conversation, I was asked my email, but I did not receive a transcript of my conversation.

I mentioned this with Agent Kelly S and she promised she would personally email it to me. I still did not receive email transcripts, and I even contacted customer support again to ask if the notes were entered, and if I could provide a different email. The representative confirmed that there were notes, and promised me to send them to a different email, but I still did not receive a transcript of both conversations.
Valued Contributor
Posts: 2,198
Registered: ‎02-07-2011

Re: Customer Service Complaint

The return period is 15 days... Even then you would only get store credit or a refund for what you paid on an open box laptop, not a new one.

Did you ask geek squad if they can repair the one you have? Most open box items have a 1 year warranty that geek squad would cover even if apple does not.
New Member
Posts: 4
Registered: ‎02-04-2021

Re: Customer Service Complaint

I did not menion a repair because Agent Kelly S told me to tell the people at Geek Squad to look under the notes, and they would know what to do. When I went in-person, they did not know what these notes referred to.
Posts: 4,654
Topics: 50
Kudos: 499
Solutions: 280
Registered: ‎11-29-2016

Re: Customer Service Complaint

[ Edited ]

Good afternoon, rajanatasha,

 

Thank you for joining our Support Forums and sharing your experience with us.  In a day and age where a camera for your laptop or computer is nearly essential, I can certainly understand your frustration with this particular feature of your MacBook no longer functioning as expected.

 

It sounds like there may be some confusion regarding the options available to you, now that the camera on your MacBook is no longer working, and I apologize for any inconvenience that may have resulted from your previous contacts with our chat support teams.  As nckhammond and your local Best Buy store has mentioned, our Return & Exchange Promise offers our customers the ability to return most products to us within 15 days, if they discover there is something wrong with them, or the item just doesn’t fit their needs.  Because your camera stopped working roughly nine months after your MacBook was purchased, we’ll be unable to offer you a new MacBook or replacement at this time.

 

With that said, if you’re still having trouble with the camera, I recommend scheduling a repair service with our Geek Squad at your local Best Buy store, which you can do online here, or by phone at 1-800-433-5778.   

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎02-04-2021

Re: Customer Service Complaint

At this point I'm not holding out any hope for Best Buy, any of their stores, customer service or their online support team. My sole intention of doing all this and posting online is to hopefully prevent someone else from being misled and wasting their time and money. Thank you