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New Member
Posts: 2
Registered: ‎02-10-2021

Laptop in Repair for 2 months and Repair still not started

[ Edited ]

We turned our laptop in to Best Buy over 2 months ago for repair. To date, we have received 5 separate calls to confirm approval of the estimate. Each time until this last one, we have approved it. Each call has come with a different cost estimate. After the first 2 approvals, the laptop was sent back to Best Buy claiming we could not be reached. Since it was sent back to repair, we have been called 3 more times to approve the repair. We spoke with a person identifying himself as a manager who ensured us we would receive a discount and he reduced the cost. The subsequent callers have said they have no notes indicating the lesser fees.  We have repeatedly requested to talk with someone in authority through calls and chat. We have been told to call customer service. Each call has been disconnected after 30-45 minute holds. We were told by this Manager that our total cost was reduced to $464. Today, we recieved yet another call to approve and were quoted over $800. This is unacceptable as we were last told the parts were in and the repair would proceed based on the last quote. This computer is used for college courses and what was supposed to be around 3 weeks is now at 9 weeks with no end in sight. 

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How can we get this resolved at the accurate cost and, most importantly, get the laptop working and returned?

Posts: 516
Topics: 23
Kudos: 99
Solutions: 20
Registered: ‎02-08-2019

Re: Laptop in Repair for 2 months and Repair still not started

Greetings, KRoyS,

First and foremost, I'd like to give you a warm welcome to our community! I'm disheartened to hear about the issues that arose with your service request, as it sounds like you've been given different details during your conversations. I can understand how this would cause confusion and concern, and I'd like to do all that I can to assist with this. 

To review this further, I will need to collect additional details. To get started, can you please send me a private message that includes your full name, phone number, email address, and your Service Order number (if you have it)? You can send a secure message by using the Private Message button below in my signature. I look forward to your response!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-10-2021

Re: Laptop in Repair for 2 months and Repair still not started

Sent private message. We have been told many times over the last two months that someone would reach out to us to resolve this matter. We wait several days for a call or email and receive neither. Yesterday, the 5th call to approve the estimate included a fee that exceeded any previous calls with no acknowledgement of the reduced fees we had been promised during the call with a Manager.

Posts: 516
Topics: 23
Kudos: 99
Solutions: 20
Registered: ‎02-08-2019

Re: Laptop in Repair for 2 months and Repair still not started

I appreciate that update regarding this, KRoyS. I can certainly understand how that would cause some confusion, and I'll be following up with you through private message in just a moment to assist however possible with this. 

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!