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Posts: 3
Registered: ‎03-04-2019

Costly purchase and unresolved circumstances w/store purchase

My sons birthday was Feb 28, 2019. He had been asking for a gaming pc for well over a year and we decided to purhcase one for his birthday. We have 4 children and we do not typically purchase such large ticket items for our children unless they are WELL deserved....i.e. deserving behavior, good grades, manners, community volunteer work, overal honorable efforts, etc. etc. Our son knew he would be rewarded for his good deeds, kindness and good behavior with a pc for his birthday. My child couldn't even sleep the night before due to the excitement and aniticipation of reeping the benefits from the fruits of his labor. I had called Best Buy 2 days prior in regards to a particular pc they had on sale to ask if I needed to make my purchase online to insure that I would be able to pick the pc up within 2 days.  I was told that processing the purchase would not be necessary b/c they had plenty in stock.  Also, for safe measure, I called the day prior to make certain that the information I was provided the previous day was accurate regarding the availability of the pc. Plus, the nearest Best Buy to us takes 1.5 hrs of driving time one-way...3 hours total there and back.  Again, I was assured that the pc would be there once I arrived and that there was no need to secure the pc by making the purhcase online besides I had other items I needed to pickup while I was there and could pay for all of them with one purhcase. Once I arrived they informed me that they had an error on their inventory count and that they did not have any in stock except the display and they absolutely, for no reason whatsoever could sell the display,.  Keep in mind, it is my sons official birthday and he is extremely excited about coming home to his new pc.  With this being the case, I felt I had to have something for him to come home to even though it wasn't the pc he was promised. The only pc that came close to the pc I originally intended on purhcasing had 1 less TB and half the Solid State plus it was the same in cost.  After much time wasted at Best Buy, I left with the HP Pavilion.  Once I got home I setup the pc to begin setting everything up for my son.  As if it couldn't get any worse, the pc would not allow me to get past the initial welcome/setup.  It kept freezing right after the hp icon appeared.  I called the store and as always was on hold for nearly 30 minutes, transferred twice and then told to call another number.  After calling this number and pretty much going through the same...transferred from dept to dept only to end up right back where I started and last to be told that I would have to return the pc b/c there was nothing they could do.  Again, it is a total of 3 hours drive time and it is my sons birthday.  Needless to say, I could not very well return the lemon that day. I ended up paying a girl in our office to drive there yesterday, Monday, March 4th to return the item.  I assumed that considering the costly circumstances and misinformation on Best Buys behalf, that Best Buy would give me some form of discount or help me out for ALL my troubles and added cost associated with doing business with Best Buy...WRONG.  They would only honor the sell price that was on the pc I originally went there to purhcase in the first place which happened to just go off sale within the last 12 hrs. Oh yeah, now the pc I originally went to purchase will not be here till Thursday. I am amazed at how horrible customer service has become and the lack of care there is for others. I cannot even put a price on the disappointment and affect this had on my son but I can provide the BASIC cost associated with this event cost ME to resolve Best Buys lack of standing behind the products they sell and keeping their word of what they have promised a customer:

-approximately 5 hours of my time on the phone w/ Best Buy support only to be told there was nothing they could do to fix the lemon pc 

-paying an employee a rate of $21/hr =3 hrs drivetime plus 45 minutes at store to return lemon= $78.75 in wages

-mileage of .67 cents/mile = 147 miles @ .67=$98.49 mileage 

Your thoughts?

Posts: 269
Topics: 18
Kudos: 66
Solutions: 15
Registered: ‎10-19-2017

Re: Costly purchase and unresolved circumstances w/store purchase

Hello jess3088,

 

Welcome to our Best Buy Forum! While I wish you were reaching out under better circumstances, I'm glad you shared this with us so we can try to turn this interaction around.

 

Although I don't have any children of my own, I know how exciting it is figure out the perfect gift for a loved one.  We appreciate that you came to us for such an important purchase, however it's discouraging to hear we dropped the ball when it came to the gaming PC he had his heart set on. 

 

Best Buy doesn't compensate for time or gas, but I would be more than happy to dig deeper in to this to see what other possible options we can find to make this right.

 

Using the "Private Message" button in my signature, please provide your full name, phone number, and email address for me to best assist.

 

Sincerely,

 

 

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-04-2019

Re: Costly purchase and unresolved circumstances w/store purchase

Hello. You are not going to believe this bc it is unreal. I received the replacement PC yesterday (Cyberpowerpc) via ups. I just got off the phone with tech support after spending another 2-3 hours messing with yet another lemon. Cyberpowerpc said that it appears the cpu was shifted during transit. I called them bc I can never get thru to beat buy. They sayed the PC would have to be returned and I will not pay another employee time and travel to get this one back. Please advise.
Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: Costly purchase and unresolved circumstances w/store purchase

Hey again, Jess3088!

 

Having this one not work as anticipated is definitely a bummer. We'd love to take a look at our options and would just need the private message Jessica requested. Be sure to include your order number, phone number, full name, and email in that message. 

 

 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-04-2019

Re: Costly purchase and unresolved circumstances w/store purchase

Is this private message? I am not seeing a private message button below any signature
Highlighted
Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: Costly purchase and unresolved circumstances w/store purchase

This isn't. 

 

It's actually next to our signatures. So where you see my name below this message,  then over to the right. It will be a dark blue box that says Private Message. 

 

 

Faith|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!