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New Member
Posts: 2
Registered: ‎02-07-2021

Formal complain to return a failed laptop

I bought a Dell laptop as a gift for my niece on December 23, 2020 and picked it up next day Dec. 24th. It worked perfectly until January 14th, when it couldn't start anymore. I called Best Buy on 01-15-2021 to inform the issue and we were instructed to take it to the store on the 18th for a diagnose. I asked if the appointment could be earlier but I was told the 18th was the earliest available appoitnment Best Buy had.

It is important to mention that I confirmed in my account that the return period date was Jan 16, 2021 and I contacted Best Buy on the 15th.

The rest of the story is unbelievable. In the store they told us to contact Dell because the warranty is covered by the manufacturer. When we called Dell, they tried different ways and concluded it was a software issue (most probably Windows 10) not covered by Dell since it was not a hardware issue, and that we need to go back to the store. I called Best Buy again and the earliest appointment was for today 02-07-2021.

At the store, the Geek Squad technician said the software could be reinstalled buy I had to pay $150.-

This is not fair and certainly  it is not acceptable!  It is a new computer that didn't fail after 1 year, not 6 months, not even a month!

It failed after 3 weeks and 2 days!!! A brand new equipment, and now they don't want to refund me or even re-install the software if I dont pay $150.-

At this point, I am asking Best Buy to contact me to work to solve this problem. I firmly believe I have the rights to request a refund because the tech support don't want to re-install a failed software, even considering I informed the issue before the refund date.

If I don't receive a fair treatement, I will present a complaint to the BBB or the Customer Protection Bureu.

Valued Contributor
Posts: 2,083
Registered: ‎02-07-2011

Re: Formal complain to return a failed laptop

Software issues are not covered by the manufacturer. If you didn't buy a service plan you have to pay for the service. If you get Thier total tech support it would cover you for a year.
Posts: 4,542
Topics: 48
Kudos: 469
Solutions: 269
Registered: ‎11-29-2016

Re: Formal complain to return a failed laptop

Good afternoon, ser-1357,

 

Thank you for joining our Community and sharing your experience with us.  As someone who recently upgraded my personal laptop myself, I can only imagine how frustrated I would be if it no longer functioned as expected after a little over a month in use.  It’s disappointing to hear this seems to be the case with the laptop you purchased from us this past December.

 

As it sounds like you’re aware, our extended Holiday Return & Exchange Promise did end on January 16, so while we’re outside of that date, I would like to look into this order further, to make sure we’re exploring all options available. 

 

For me to review your order, I’ll ask that you use the blue “Private Message” button in my signature to send me the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number

 

As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-07-2021

Re: Formal complain to return a failed laptop

That is not correct, because Best Buy has a warranty period. After that period, the manufacturer covers hardware poroblems.

If an equipment fails before the Best Buy warranty period ends, it is its responsibility to fix the problem, correct?

Valued Contributor
Posts: 2,083
Registered: ‎02-07-2011

Re: Formal complain to return a failed laptop

They don't have a warranty period of any kind unless you baught a service plan. They have a return period which it is no longer in.
The manufacturer has a warranty period that covers hardware repairs.
Software problems are not covered.