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Posts: 1
Registered: ‎01-15-2021

Defective Laptop

Very disappointed with Best Buy at the moment, purchased an open box excellent certified laptop on 12/13/20 for my son for Christmas and there is a BIOS password on it, that can’t be changed and we were told the unit was factory reset and ready to go when we bought it originally and the Bel Air Maryland store was going to exchange it but then they charged me $250 ($50 less then the $300 as their “goodwill gesture”) on 12/26 for a replacement unit because they claim they couldn’t change the price in the system, this is completely unacceptable when we had nothing to do with the issue and the geek squad tech spent an hour working on it, while we waited!
All I want now is $250 to be credited back to my credit card from Best Buy, 
I've reched out to your Bel Air MD store manager twice with no response and i've reached out to your Twitter support and all i;ve recived for the first week and a half is "we are looking into it" and no response for the last week and a half.
This is truly, truly bad customer service as we are now over a month since the item was purchased and three weeks since this latest issue.
Posts: 5,177
Topics: 55
Kudos: 440
Solutions: 322
Registered: ‎11-29-2016

Re: Defective Laptop

Good afternoon, adanish,


Welcome to our forums, albeit under such unfortunate circumstances.  My apologies for the delay in our response to your post, as our Support Forums have become a bit backlogged over the past few days.


If you've still not received a response from your local Best Buy store, and are still in need of assistance, I'll be happy to take a closer look and offer any additional help I can provide.  For me to do so, I'll just need you to send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number or "Customer Service PIN" from the bottom of your receipt


As you can imagine, we'll want to keep this sensitive information out of the public view of our Support Forums, so be sure to use the blue "Private Message" button in my signature to send me this information.  If you're accessing our site on a mobile device, you many need to switch to "Full" or "Desktop" view before this button is visible to you.


Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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