Best Buy Repair Support

[mike4678]

I bought a laptop from the North Fayette store in pennsylvania. when i brought it home i noticed there were small spots in my screen that had no response and were white dots. on 12/11/2020 i took it back to the store working perfectly fine other then the white spots in the screen at which time an employee agreed that the spots were an issue and should fall under warrenty. he then took the laptop from me and said they were going to repair the white spots in the screen and that it would take up to a maximum of 12 buisness days.  i called back after the 12th buisness day only to get a response of "were working on it".   i waited patiently and after a full month i finally got word back 1/9/2021 when i recieved a call from an employee stating that when they opened the laptop it was not working at all and wouldnt even turn on.   he then informed me he is to send the laptop back to be repaired at which time i requested a refund or store credit because the product is no longer working but it was when i dropped it off.  he said that it has to be sent back for more repair. this is not acceptable i brought a working laptop to your store that i recieved damaged out of the box and now it is broke and has been tampered with a number of times.  i am a loyal customer and have had elite status for more then one year! please help!

[mike4678]

Who do I get a hold of to sort this out? The employee literally told me it has to be sent back for repairs to damage that happened in their care after I brought it back for having defective screen since day 1. If i do not receive a response as to why my laptop is broken in your care and then I'm not even given an option as to what course is to be taken and I'm told my only option is to allow you to fix a brand new laptop? I bought a new laptop not a used or refurbished one!

[AndrewB-BBY Social Media Specialist]

Hello, mike4678,

Thank you for taking the time to reach out to us here on our community forums. I know how critical it is to have a working computer so I can understand wanting to get this back as quickly as possible. I appreciate you taking the time to let us know about your experience and would be glad to see what options may be available to assist you moving forward.

I do have some questions based on your message. It sounds like your laptop was damaged in transit and wouldn't work when it had been returned to your local Best Buy, is that correct? As the Agent you spoke to mentioned, we would typically send this laptop back to our service center.

I would be glad to see if there may be any alternatives available. I will need some additional details to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Service order number

You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you so I can continue to review this.