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New Member
Posts: 8
Registered: ‎12-04-2018

Best Buy sold me a defective laptop, twice - resulted in credit card dispute

 

Purchased a laptop from Bestbuy.com on 9/22 and picked up in store on 9/24. Got home and opened it, noticed the keyboard was defective within 20 minutes and returned it promptly for an exchange that same week. After spending over an hour and a half to be helped (and ended up having to report the sales guy to corporate and to the store). Also there was no manager present AT ALL and I was made to speak with a "supervisor" whom I believe was just another employee. Fast forward they tell me go pick up a replacement from the other location. The replacement has the same defect in the keyboard and upon using the laptop for a few days I notice that the specs DO NOT match the manufacturer's spec sheet. Now I'm not some idiot who can't read a spec sheet, I've worked in various IT positions over the past few years but I felt like I was treated as such when I brought up the issue again.

 

I work + study 18-20 hours a day so I cannot afford to spend 400 hours at Best Buy trying to resolve this problem, however, I made at least a dozen attempts to fix this issue.


I visited the physical store 2 more times that week (I tried calling ahead of time but nobody picked up for 20 minutes). No manager was on site at either time and random employees kept soliciting me and when I told them I needed a manager they asked "whats wrong" and when I told them they'd ramble on about their life's story and then say after 20 minutes "oh I can't help you I'm just a trainee" or 3-4 diff employees would give me different answers. Sales would say "oh this can be fixed in 5 minutes at geeksquad", geeksquad would say "oh we can't fix this", cashier would say "uhh Idk if you can exchange this again something called TRE gonna bann you" then a diff cashier says "oh we'll work to help you just keep coming back till there's a manager around"

 

It's not much to ask to be treated like a decent human being, I'm not some animal to be ordered around and lied to like that.

 

so you can see my frustration. I reached out to the manufacturer who verified that the specs do not match the specific laptop model (spoke with half a dozen representatives) and said I have to take it up with Best Buy. I called Best Buy corporate and they basically said and I paraphrase "we'll look into it but can't really do much" 

 

So eventually after spending tens of hours that I don't have I was forced to file a dispute with my bank. It has been approx 2.5 months and my bank replied asking me to try to reach out to Best Buy one final time and then submit my evidence. 

 

If best buy wants to take back the defective merchandise they've sold me then be my guest, otherwise I can go ahead and send all of my evidence to my Bank who will likely tell me to dispose of said defective merchandise and refund me. Now that would take at least another 1-2 months and since I know how to treat other people with respect (a skill Best Buy employees could learn) I am willing to work directly with BB on making a smooth return.

New Member
Posts: 8
Registered: ‎12-04-2018

Re: Recurrent problem with this store

Is there a reason why I have yet to receive a reply to my post made 3 hours ago (and an on going dispute with BB for 3 months now), so once BB has my money the customer doesn't matter anymore?

Best Buy Employee
Posts: 534
Registered: ‎01-09-2015

Re: Recurrent problem with this store

The moderators work on a first come first serve basis and are working through posts in the queue.  It will most likely take a few days to get to your post as it is relatively new.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 1,252
Topics: 22
Kudos: 187
Blog Posts: 15
Solutions: 52
Registered: ‎08-08-2017

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Hello User868929,

 

Welcome to our community.  Having a working computer is so important as a student, and as someone who worked all through college, I can understand the stress a situation like this would create.  I was unhappy to hear that you've had to exchange multiple products due to apparent manufacturer defects.  One thing I take seriously as a consumer is my ability to return or exchange any products that don't meet my needs, so I can understand why this may have come as a shock to you when you couldn't return your device to our store.

 

Because we respect your privacy, I'll be sending you a private message in a few minutes to gather some additional information about your case.  To read my message, just log into the forum and select the orange envelope at the top of the page.

 

Thanks for posting,

Sam|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 8
Registered: ‎12-04-2018

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Hi, you have stopped responding to my messages and you did not address my issue. You seemed to completely ignore my questions and were making assumptions out of thin air. No offense but I would like to speak with someone else unless you are willing to help me.
Regular Member
Posts: 30
Registered: ‎12-04-2015

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Theres no one else
New Member
Posts: 8
Registered: ‎12-04-2018

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute


@Goylor wrote:
Theres no one else

We were speaking via DM and he was dodging my concerns and questions. So will be taking it up with my Bank  

Highlighted
Contributor
Posts: 356
Registered: ‎02-07-2011

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Best buy wI'll most likely put send it to their collection partner if you get your bank to do a charge back. Have you talked to the laptop manufacturer, I'm guessing it's under warranty
Posts: 1,252
Topics: 22
Kudos: 187
Blog Posts: 15
Solutions: 52
Registered: ‎08-08-2017

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Hello User868929,

 

Thank you for your message.  I apologize for the apparent delay in my reply, as I was out of the office on Wednesday and Thursday.  I'm looking over the private message you sent me earlier this week, and I'll be responding to it shortly.  You can view my reply by selecting the orange envelope at the top of the page.

 

Thanks,

Sam|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 8
Registered: ‎12-04-2018

Re: Best Buy sold me a defective laptop, twice - resulted in credit card dispute

Went into my local BB store today and I was able to return it and was told I will see the refund on my credit card in 5-7 business days. Will update on the outcome by Dec 18