Best Buy Repair Support

[NICKYU]

I purchased an open box MacBook Pro 13 on Nov 27, 2019 in a BB store. When I bought it, sales man there told me it has one-year warranty just as other laptops, which I believe everyone thinks it should be.

From 2 weeks ago, I can see some greyish ripple patterns on the screen and it is getting more and more visible. I believe it is a hardware issue so I made an appointment and brought it to a local BB Geek Squad, then the story begins.

One guy in GS agreed it is a problem, while another guy tried to persuade me it is “NORMAL” and to live with it. He also told me my laptop is already out of warranty. He explained that the open box laptop only has manufacture warranty which counts from the date of purchase by the first buyer. He then looked up in some kind of system and told me the manufacture warranty of my laptop expired on Sep 2, 2020. I told him what the sales man told me when I made the purchase, he said he could to nothing but to suggest me call (888) 237-8289. Well, a lady in the calling center gave me a totally different answer, she said the open box laptop only have 30 days warranty unless I bought additional care plan. I tried to explain everything, she said firmly it is best buy’s policy and let me go back to the store where I purchased the laptop to see if the store could do something.

Then I started a live chat on Best Buy app, the agent first told me open box laptop “should be covered with one year warranty”, after I told him my story, he said he needs to ask his supervisor. Then he said this “As I checked with our superior, I’m sorry to inform you that the open box purchase warranty will only be for 6 month”. And let me call (888) 237-8289 if I have questions or go back to the store to check with them.

I got different answers from different departments, and feeling like a ball being kicked around. So my question is, who’s statement is true? Sales man, Geek Squad, calling center or Live Chat Agent? If the open box item has a significantly different warranty policy, should the sales man remind me before I make the purchase? Or, shall Best Buy print this special policy in the receipt? BTW, after I finished my talk with Geek Squad, I saw an open box GoPro Hero in the store, I ask the sales man how long it could be covered, he answered without any hesitation, one year.

Pls let me know, if my laptop does have one year warranty or is it my fault having missed some important information?

Thanks!

[NICKYU]

Will someone give any feedback? I saw some other posts with similar issues and have got resolved, is apple different from other manufacturers?  

[SeanM-BBY Retired: Social Media Specialist · Accepted solution]

Good afternoon, NICKYU,

Welcome to our forums!  My apologies for the delay in our response to your post, as our Support Forums have seen a bit of an increase in traffic over the past few days, causing us to reply to our customers a bit later than we’d typically expect. 

In regards to the open-box MacBook Pro you’ve purchased with us, I’m sorry to hear there seems to be some confusion regarding the status of your warranty, and how you’ll be able to get it serviced, but I hope to clear up any confusion and get you the answers you’re looking for. 

As outlined in our Best Buy Outlet Guide, the warranty for each product can vary, depending on the product type.  So, your open-box MacBook Pro for example should be covered by a warranty for one year from the date of purchase.  In a situation where the manufacturer’s warranty has ended, your local Best Buy store should have a process in place to service open-box items that are no longer covered by the manufacturer warranty.    

If you haven’t done so yet, I recommend connecting with the leadership at your local Best Buy’s Geek Squad, so they might explore what options are available to you at this time. 

I hope this helps, but if you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.

All the best,

[NICKYU]

Hi, Sean,

Many thanks for the feedback, this Saturday I will go to the store where I made the purchase and show the message to them. I will let you know the result.

Thanks again for your help and care!

Nick.

[SeanM-BBY Retired: Social Media Specialist]

Happy to help, Nick!  Feel free to follow up with us here if needed, and we’ll be happy to offer any additional assistance we can.

Have a great weekend!

[NICKYU]

Hi Sean,

I went to the original store (Nashua, NH) yesterday, Geek Squad there is FANTASTIC, they verified the problem, took the laptop and will ship it back to my local Best Buy store when it is done. They are very friendly and helpful, worthy 2 hours driving!

Please do let them know we appreciate their help! And also, thump up for your great help!

Nick. 

[SeanM-BBY Retired: Social Media Specialist]

Hey, Nick,

That’s great to hear, and I appreciate you following up!  It sounds like it was a bit of a trek to get there, but I’m glad the Geek Squad at our Nashua, NH store was able to get you taken care of, and I hope they’ll be able to get your laptop back to you soon!

I’ll also reach out to the leadership at our Nashua, NH location, to let them know how helpful their Geek Squad was during your visit, so they can get the recognition it sounds like they definitely deserve. 

Thanks for posting, and if you ever have any other questions or concerns in the future, don’t be a stranger!

[MrJohn]

I thought I was in the same categoy as @NICKYU today and was going to have to make the same call to BestBuy.

I just bought an open box Lenovo laptop and when I registered on the Lenovo site, it said my warranty was expired ?!

I called Lenovo today, and a great support tech noted that it shows my warranty is "OK" on their systems.  They do not have an explanation why it the warranty shows expired when I look at it through the website,

As long as they are doing what is expected, I guess that is OK?