10-19-2017 06:50 PM
I recently purchased a refurbished laptop from bestbuy.com. At first I was hesitant to buy a device with a potentially questionable history. However, after finding that the laptop would still be covered under a 1-year parts and labor warranty I chose to move forward with the purchase. I had confidence that Best Buy would stand by the quality of the product. This confidence turned out to be misplaced.
I received the laptop in the mail today. At first it was great, no visible scratches on the device and the performance was excellent. After coming back to it after about an hour I found that it was powered down and would not respond. I took it into my local Best Buy store to be examined by the Geek Squad, thinking that as a product under warranty it would be handled efficiently. This was not the case.
I was informed by the Geek Squad team member that they do not take responsibility for, or work on, refurbished items. I was told that these items are frequently of inferior quality and often have many problems. The only options I was given were to mail the laptop out to be serviced or return it. I chose the latter.
I am disappointed to say the least. If there is a product that, as a matter of policy, your team considers to be of such inferior quality that they will not stand behind then you should not be selling it!
I have always considered the technical support at Best Buy to be a strong reason to shop there. Not so much anymore.
10-20-2017 01:05 PM
Welcome to our Community. As I know too well from my own experience, having a new, cool, and much desired product like a new computer develop a fault soon after purchase is very aggravating indeed. I was quite discouraged to read that you've had this occur and that your endeavor to seek service ultimately ended in a return and shaken confidence in refurbished products in general. I apologize for your having been disappointed.
While it is true that most hardware-related computer issues must be sent to our service center to have repairs completed, I am wholly at a loss to explain our Geek Squad Agent's statement regarding the quality of refurbished products. To my knowledge, this vague generality is far from expressive of the true quality of these items.
I will ensure your remarks are made available to our corporate teams for review. It is my hope that there will be an opportunity in the near future for us to restore your faith in Best Buy and Geek Squad.
Thank you for writing to us.
10-20-2017 01:46 PM
Thank you for your reply.
I certainly understand that hardware issues of a certain level will often need to be sent to a service center rather than being handled directly by the Geek Squad at the store. However, could you please clarify for me whether the service procedure is at all different for refurbished items than for new or open-box 'Geek Squad Certified' items?
This is very clearly the policy at the store I visited and I consider it to be unacceptable, especially since this was not apparent from the information available when I made my original purchase.
10-20-2017 02:01 PM
Thank you for your message.
To my understanding, our Geek Squad Agents should be addressing any repair concerns our customers present, whether for new, open-box, or refurbished products. Should you encounter similar resistance in future, I would recommend requesting the assistance of a manager to address your concerns in the moment.
I hope this helps.