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New Member
Posts: 3
Registered: ‎07-22-2020

***POOR CUSTOMER SERVICE AT YOUR MANSFIELD MA STORE***

[ Edited ]

Hello,

 
I am so disappointed at Best Buy. I am an elite member who spends thousands of dollars every year at your stores. All of our family electronics are purchased at your store. A week ago I purchased a $2000 MacBook at your Mansfield Ma store, the computer is overheating and the screen has a bunch of lines and it shuts itself down. Took it to Best Buy at Mansfield Ma for an exchange and they declined it claiming accidental damage they could not even show to us cause it is not visible nor is apparent. We explained several times there is no accidental damage. They would not work with us neither honor the 45 day exchange return policy for Elite members. They said too bad so sad you have to go through Apple wait two to three weeks for repair when I need this computer for work. Sounds to me is cheaper to have your customer go through Apple warranty than to honor your return policy. I am never recommending anyone to buy from you as you do not appreciate nor you honor your return exchange policy. Moreover, I will never buy from Best Buy again.
 
Iris {removed per forum guidelines}
{removed per forum guidelines}
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Recognized Member
Posts: 114
Registered: ‎07-16-2014

Re: ***POOR CUSTOMER SERVICE AT YOUR MANSFIELD MA STORE***

@Imortizg 

 

This is weird. So there is no visible physical damage, the screen is not cracked or anything? How did they determine there is physical damage then? Maybe liquid damage?

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New Member
Posts: 3
Registered: ‎07-22-2020

Re: ***POOR CUSTOMER SERVICE AT YOUR MANSFIELD MA STORE***

No water damage or anything happened to it.
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Posts: 12,425
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Registered: ‎01-03-2013

Re: ***POOR CUSTOMER SERVICE AT YOUR MANSFIELD MA STORE***

Hello, Iris, 

 

Welcome to the forum, and thank you for reaching out regarding your trouble exchanging a MacBook. I purchased a MacBook Pro last fall, and would hate to have had it malfunction so soon after purchase. These are typically fantastic devices, so it is peculiar you've encountered such troubles. 

 

Under our Return & Exchange Promise, Elite members should have 30 days to return or exchange most items. It is odd that the Mansfield, MA store would have come to the conclusion your overheating issues were due to damage if no signs of damage were visible. This is far from the experience we want for our customers, so I would like to dig into this with you. Please keep an eye on your inbox in the top right corner of the page for my private message. 

 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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