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Posts: 2
Registered: ‎02-11-2021

Repair of Laptop

Message sent yesterday, but from parent account and the repair is in my name.

 

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. 

 

How can we get this resolved at the accurate cost and, most importantly, get the laptop working and returned? This is an expensive laptop just over 1 year old.

Posts: 4,542
Topics: 48
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Registered: ‎11-29-2016

Re: Repair of Laptop

Good afternoon, ZenKai5,

 

Welcome to our forums, and thank you for sharing your experience with us.  From what you’ve described, I can’t say I blame you for your frustration with this laptop repair up to this point, and I’m sorry to hear this service is taking a bit longer than we’d typically expect.

 

I’d like to take a closer look into this repair and offer any additional assistance I can, however, I’ll need a few pieces of additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:

 

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

 

As mentioned, you’ll want to use the blue “Private Message” button in my signature to get this information sent my way, 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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