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New Member
Posts: 3
Registered: ‎03-16-2019

Asus notebook

January 31st, I ordered an Asus Q525 notebook for a friend who needs it for school. It has run slowly since day 1 with the hard drive showing 97% usage. When we took it to the Kohler store to get help or try to return or exchange it on March 13th, we were told we could not as more than X number of days had passed. The Geek squad manager looked at it and said we should disable Super Fetch, delete drop box, etc., etc. It still ran slowly and for an $850 purchase, I wanted to return and exchange it. That was not allowed. I was given a number for Asus tech support, so called them when I returned home. They advised a reset, which I began at 12:30. Throughout the next 8 hours, I called both Asus and the Geek Squad and was told it was "normal" for this to take a long time. At 8:00PM the tech support person at Asus told me that because it had only progressed to 12% at that time, to return it to our store under warranty work.

 

When I went the next morning, our local store was closed due to a fire and no one seems to know when it will open. 

  • I now have an $850 paperweight
  • Corporate Geek Squad said they could have me send it in for $90 - maybe
  • My friend, who desperately needs the computer for school work as he is a refugee and needs it to continue his study of our language so we can take a college entrance exam has no computer
  • I am angry and disappointed at the treatment I received (an Elite Member!)

I honestly don't know what to do. Do I file a complaint with Consumer Protection?

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Valued Contributor
Posts: 1,872
Registered: ‎02-07-2011

Re: Asus notebook

an Elite member has 30 days to return or exchange. After that you would ether need to use your geek Squad protection if you purchsed it wit the laptop or continue working with Asus. 

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Posts: 570
Topics: 23
Kudos: 121
Solutions: 34
Registered: ‎07-23-2018

Re: Asus notebook

Hey, Norskigirl,

 

Thanks for taking the time to join our forums. I'm sorry to hear about the issues you are having with a recent computer purchase. A computer can be so important for school, and we would never want anyone missing out on that valuable of a tool. 

 

nckhammond was pretty much on the money. As you are a My Best Buy Elite Member with us, you should have 30 days to complete most returns and exchanges. Outside of this time period, we would not be able to accommodate a return or exchange. We would encourage you to take advantage of any Geek Squad Protection you may have purchased, or the manufacturer warranty. If you have additional questions on this, especially those specific to your account or purchase please utilize the button in my signature to send us a Private Message. 

Austin|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-16-2019

Re: Asus notebook

I get all that, and read the return policy, but that doesn't mean I'm happy about it, or agree that your company should not stand behind what they sell. In the past few months, I purchased several thousand dollars with of electronics. Now, with our store closed "indefinately" and nothing but an answering machine, I'm still stuck with a non-functioning machine and no one to call or no place to take it for repair.

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Posts: 570
Topics: 23
Kudos: 121
Solutions: 34
Registered: ‎07-23-2018

Re: Asus notebook

Norskigirl,

 

If you need to visit one of our stores, you can find the next closest one by using this link. If you would like to take advantage of the Asus warranty that your computer may have, I would take a look at this link. 

Austin|Social Media Specialist | Best Buy® Corporate
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Valued Contributor
Posts: 1,872
Registered: ‎02-07-2011

Re: Asus notebook

Talk with Asus again, they will have you mail it to them for service.
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New Member
Posts: 3
Registered: ‎03-16-2019

Re: Asus notebook

I'll give that a try, but still so disappointed in Best Buy. You'd think the store that burned would have a message instructing people where to call or what to do. If I had ordered a truck load of appliances to be delivered, I'd be a be upset.

 

Only wish there was a viable alternative to purchase electronics locally.