01-23-2023 11:39 PM
I have been a faithful Best Buy customer for 30+ years and hate that this is the first time I've posted a complaint, but I had a very troubling situation with a Lenovo Yoga Y13 2 in 1 laptop I recently purchased for my wife from my local Best Buy Outlet. BLUF: I just tossed $420 in the trash purchasing a laptop that stopped working five days after the return period only to learn that it was out of factory warranty. Even worse, I bought it for my wife: you know "happy wife, happy life"...well, not so much right now.
Here's the rest of the story. On November 7, 2022, I purchased this laptop, listed on Best Buy's site as "open box-satisfactory" from the Manassas, VA outlet store. When I picked it up, I noted that it was cosmetically sound and was told it was marked as "satisfactory" because the charger was missing. As a result, I purchased a Lenovo 65w charger for it. Because I purchased the laptop during the Holiday shopping season, I was able to take advantage of the extended return policy through January 14. So far so good, so imagine my shock when my wife told me the night of January 19 that "my laptop won't turn on." Assuming she had disconnected it from the charger and ran it out of battery power, I securely plugged it into the adapter and charged it overnight to no effect.
The next afternoon, I visted the Manassas outlet, where the clerk politely told me I was five days past the return period, and suggested that I call Lenovo and visit a store with a Geek Squad. I called Lenovo and gave them the serial number only to learn that the computer's warranty had expired in March 2022 - eight months before I bought it, which was not disclosed to me. When I got to the nearby regular Best Buy, the "Geeks" were very helpful, connected it to multiple chargers (none worked), and suggested that I take it to Asurion (formerly UBreakIFix) to have them check it out. Ultimately, the Asurion tech called me yesterday (Sunday January 22) to tell me that after they opened the computer and ran multiple different tests, they were unable to deliver power to the motherboard. In other words, the computer was stone cold dead - just 65 days after I bought it.
While the laptop was at Asurion, I called Best Buy customer service to ask whether a special consideration was available considering that I wasn't just trying to return the computer five days after the return period because I didn't like it. I received the stock answer that the return period expired on the 14th, which is what I expected from a regular customer service rep. That said, I believe my situation (i.e., Best Buy sold me a laptop that was clearly not operationally checked and stopped working after just 65 days) points to the need to allow me to return this computer for a refund.
Again, suffice it to say that after 30 years in which I've purchased tens of thousands of dollars worth of items from Best Buy, the "sucks to be you" response I received from the outlet and customer service in no way live up to the quality service I've cp,e expect from your company. Because my wife needs her computer, that night I purchased another laptop from Best Buy, but absent a more satisfactory response, my 30 years as a customer (along with those of my techno geek sons) is likely to come to an end. I hope that a Best Buy associate with authority to come up with a satisfactory resolution will contact me expeditiously.
Solved! Go to Solution.
01-24-2023 07:59 AM
Welcome to the Community Forums! We are happy to have you join us SLE2!
Thank you for reaching out to us on the Forums. As someone who uses a computer everyday, I can certainly understand your frustration when it stops working. I would be happy to take a closer look.
To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.
01-24-2023 02:33 PM
Thank you for the information. I would need to reach out to the store for more information. Please know it can take 24-48 hours to receive a response. Once I do, I will update you. I would need to mention, if they agree to do the refund out of policy. Store credit may be your only option. I will be in touch, once I hear back.
Social Media Specialist
Best Buy Corporate
01-25-2023 07:08 PM
Best Buy social media specialist Kristy read my original text the afternoon I sent it. Although she told me it can take 24-48 hours to receive a response, Kristy wrote me back two hours later to tell me she had contacted the store that sold me the defective Lenovo Yoga.
As you can see below, although Kristy indicated they might only give me a store credit, the manager agreed to give me a full refund. I was so pleased with this resolution (and the Manassas store had a great selection of like new Yogas under warranty) that I went ahead and bought one of them for a great price.
In addition to Kristy, Manassas Outlet Store manager Silvia Calix and sales associate Darlene were delightful to deal with. I am very pleased with the courtesy and professionalism with which they solved what I thought would be a huge problem. As a result, Best Buy will continue to be my first choice when I'm shopping for technology, and the three of you are all credits to the company.
Thanks to all of you for your outstanding customer service, courtesy, and professionalism!
01-26-2023 08:05 AM
Thank you for the kind words. I was happy to help get this resolved. Thank you again for reaching out to us. Please feel free to reach out anytime in the future. Have a wonderful day!