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Posts: 1
Registered: ‎08-17-2021


[ Edited ]


I purchase the Lenovo Yoga 730 15IKB s/n: MP1HP4ME back on Feb. 21, 2019.  In 2020 I noticed that when I am typing on the device the cursor would jump backward, and as I type I am now typing in the middle of a sentence that I already typed.


The next problem, the letters "T" and "Y" and the "Backspace" keys start to stick.


I called Best Buy and they requested that I take the device into the store to get it looked at. On June 8, 2021, I went to the appointment that was scheduled at the Gateway Mall, Brooklyn, NY.  I explained my issue and gave my device to the GEEK SQUAD tech. He opened it and cracked the screen on the lower left-hand side. He then told me that he cannot fix the computer and I will have to buy a new one. I was so livid; I used my laptop to prepare my lesson plans and to teach remotely. Also, as a new student, starting classes in a week for my master's program, I need to get my device working. I was extremely tired and overwhelmed, I complained and then left the store, because I was so tired from working all day and now wondering what I am going to do. 


I went back on June 11th, 2021, my birthday to buy a new device because I could get no one to fix my device or assist me. They were so expensive and the ones on sale were all sold out, I wanted to buy the display of one device, but was told NO I could not.  I had to pay over $1,200 for a new laptop and the only reason why I went back to BestBuy is that I had a credit card that I could use to purchase the device.  I believe that this is so unfair that I have to now buy a new device after 2 years and Bestbuy refuses to fix my device after they broke the screen.  The device I purchased in 2019, I was expecting to last me for at least 10 years. Now, I am out thousands of dollars. No one cared and no one was held accountable.  If there was a defect with the device, it should have been addressed.  The BestBuy Tech, who cracked the screen should have been held accountable.  I am very angry and disappointed. There is no ethics. Best Buy doesn't care about their customer, just collecting customers' money and that's it.


I would like for Best Buy to fix my laptop.  The sticky keys and the screen that the "unapologetic" tech broke.  It is unfair and unethical how some companies treat their customer. 


Another thing, please train your techs. I had an issue on June 18th, 2021, where the camera on the NEW device was not showing my image. After I call support, they took over my screen uninstall drivers and reinstall drivers.  In the end, still "NO Camera". The tech advised me to take the device back to Best Buy and have it serviced. I was so upset, I totally missed seeing my student's faces on zoom. I had to do the whole graduation ceremony on my phone. This is a new device; this should not be happening.


I called back to file a complaint with Bestbuy. I spoke to a lady in Florida, she walked me thru the process to slide the little shutter on the top, to open the lens. "THAT WAS IT".  She knows what to do. She should be training these "SO-CALLED"  geek-squad techs, who do not know what they are doing.


I am so thankful for her, she saved me from a lot of stress on June 18th, 2021.  This new device (Lenovo Yoga 7-15ITL5 Laptop (IdeaPad Type 82BJ  S/N: {removed per forum guidelines}) that I just purchased is acting up also. When I type the cursor jumps backward, now I am typing in the middle of the sentence I typed before. This is the same issue that I had with the Yoga-730 - 15IKB. Is there a fix for this problem?  As a student and a teacher, I need my device to be working properly so I can prepare my lessons and my papers.


I would like for best buy to reimburse me for my laptop that the geek squad tech broke and fix the sticky keys (Backspace, T, and Y keys that are not working.)


I am now paying over $1200 dollars for a NEW device that is now acting up. I AM SO DISAPPOINTED. I NEED BESTBUY TO FIX THIS ISSUE PLEASE.



I hope to hear from you soon about some assistance with this issue.

Thank you.


Respectfully.  Ms. P Ford


Posts: 174
Topics: 3
Kudos: 31
Solutions: 22
Registered: ‎10-19-2020


Good evening!


Thank you for taking time to bring this to our attention and welcome to our online community! I'm deeply saddened to hear about all of this. A visit to your local Best Buy should be a pleasant experience. It's always frustrating to feel neglected and like your time was wasted. I know how that feels when I've needed proper help and I don't wish that on anyone.


This certainly isn't the kind of experience we aim to give you - especially when reaching out for support. I would love to learn more about the issues with the keyboard along with the situation with the Geek Squad agent at the counter. 


To get started, could you please reach out to me directly through a Private Message and verify your full name, phone number and email address? I look forward to hearing back from you.



Caleb H|Social Media Specialist | Best Buy® Corporate
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