12-25-2018 09:39 AM
I purchased an Open Box ASUS laptop on July 5 of this year. From the start, it crashed constantly. We tried updating it but that didn't work. I tried contacting Geek Squad and they weren't helpful. Stupidly, I figured we could somehow fix the issue and didn't return it due to living almost 3 hours away from the nearest Best Buy and being in the process of moving across California. Once I moved, I tried tech support again; my laptop was remotely accessed and "fixed". It still crashed. I finally took the laptop into the nearest Best Buy (which is 1.5 hours away from my current location). They were very rude and unhelpful. They said I have to purchase Total Tech Support, which is more than the computer is worth. They said it is a software issue-which would be Best Buy's fault since this laptop has never worked.
When I purchased the laptop, I was told there was still an active manufacturer's warranty for 3 years. I have been in contact with ASUS; they instructed me to perform a total factory reset, which I did. It crashed right away after Windows installed. They said I could send it to them for a $60 diagnotistic fee and $380 to fix the problem. Apparently the warranty ended on July 1 of this year. So, I was sold a used computer and was told there was an active warranty, when, in fact, the warranty had expired before I purchased it. That is a blatant lie from Best Buy.
This is Best Buy's problem and I should be able to return it for the full amount. I have never been able to use it, but, due to life, I was unable to return it soon enough. I will certainly not be returning to Best Buy, nor will my family. I honestly belieive Best Buy offeres Total Tech Support because they know their merchandise will need it.
12-26-2018 02:52 PM
01-10-2019 05:51 PM
I tried calling but to no avail. Again, I was told to purchase Total Tech Support. Of course, I figured there was no way I could get the solution I SHOULD get, which is to return the device for a full refund. Best Buy's return policy is terrible. I read that a woman purchased a camcorder for her granddaughter, who sadly passed away. The woman could not return the unused camcorder after 15 days and the reply from the blog moderator was sickening. So, I definitely knew I would not have a chance, even after being told the computer had a valid warranty, when in fact it did not.
I guess I will try to sell the computer to some tech person who feels confident with fixing junk.