Add Product

Search Results:

Reply
New Member
Posts: 2
Registered: ‎04-23-2021

Poor customer service and failure to accept return of computer

[ Edited ]

I have been trying to resolve a problem with the Washington, Utah, store and with phone/online communications with Best Buy's customer service and geek squad.  Best Buy sold me a computer that was defective, then replaced it with another computer that also turned out to be defective.   They refused to take back the second computer claiming that it was outside their return policy timeline.  When I bought the first computer, I was told I had 90 days to return it (I found out later that was a special policy enacted over the holidays).  When I exchanged the first computer, I assumed that I also had 90 days to evaluate the second computer.  Nobody indicated otherwise when I made the exchange. So when I later took back the second computer I was beyond 15 days but within 90 days.  The second computer (Microsoft Surface Book 3) had the same problems as the first one: periodically connecting and disconnecting from the internet for no reason.  In addition, the second computer's screen blacks out periodically and I have to re-start it.  The Geek Squad rep at the Washington store told me a lot of those computers were returned for similar problems. If I had known that the when I returned the first computer, I would not have exchanged it for the same computer again.

These problems have gotten progressively worse.  Since the store refused to take the computer back, I tried customer service: online and via phone.  I have made multiple calls.  Three different times, a Best Buy agent told me that they would escalate my complaint and re-contact me.  One person said the contact would be within 48 hours, another said 72 hours, and the third did not mention a specific time.  Unfortunately nobody ever called back or tried to contact me.  In addition, the first customer service agent I spoke to on the phone gave me a case number: {removed per forum guidelines}.  Yet when I called customer service later, I was told that was a number for appliances not computers.  And another agent on a later call told me there was no such number.  

I have been a Best Buy customer since Richard Schultz's Sound of Music store days.  I bought three TVs from Best Buy in the last 6 months: 1 for my family and two for my mother-in-law.  In addition, I was planning to buy a Samsung 85" 8K TV when our new house is completed in Eden Prairie, MN.  Plus I was planning on getting a new Samsung phone to replace the one I previously bought at Best Buy as well as a replacement for my Garmin Fenix watch.  Obviously I am not going to buy those items from Best Buy, if this current situation is not resolved.  If fact, when I do move back to Minnesota in early June, if this is not resolved, I am going to drop the computer off at Best Buy's corporate HQ on 494 and France, along with a three page letter (addressed to Corie Barry or rep) outlining the dates and types of contact I had with Best Buy personnel regarding this matter. Then Best Buy can decide to allow me to return the computer for credit, or they can keep the computer and my money; because I am not taking the computer back.  Hopefully that will not be necessary.  Previously I always thought highly of Best Buy and am dumbfounded by their response to this issue.  Again, Best Buy sold me a defective computer, replaced with a computer with the same and worse issues, and are now trying to avoid responsibility by hiding behind their return policy guideline.  I thought Best Buy was a better company than that.

Posts: 11,443
Topics: 371
Kudos: 252
Blog Posts: 46
Solutions: 362
Registered: ‎09-29-2008

Re: Poor customer service and failure to accept return of computer

Hey AndyPG,

 

Purchasing a new computer should be a great experience, and given both these computers have not met your needs, I can understand you wanting to get something that does. It is correct that we had an extended return or exchange period during the holidays, and that our normal return or exchange period is 15 days from the date a customer took possession of that item. Once a customer's exchange period has passed any defects with their product would need to be addressed by the manufacturer's warranty. Have you contacted Microsoft to ask them to resolve any problems with this computer? Have you brought the unit into a Geek Squad Precinct at your local Best Buy store to have them look at this Surface Book?

 

What date did you purchase this second computer? What date did you request we return this second computer? Can you send me a private message with your name, your phone number, your email address, your order number, and the Customer Service Pin number off the front of the receipt for this second computer? To send me a private message click on the message button in my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Recognized Member
Posts: 214
Registered: ‎07-16-2014

Re: Poor customer service and failure to accept return of computer

@AndyPG 

 

They're not trying to avoid anything. They're a retailer. You should be contacting the manufacturer as the device should be covered by the warranty. They're the ones who made it, and they're the ones who will fix or replace it. 

 

Also, it sounds like those issues might be related to software and drivers, but either way, Microsoft is the company responsible for your experience with their product.

Recognized Member
Posts: 214
Registered: ‎07-16-2014

Re: Poor customer service and failure to accept return of computer

P.S. About the return policy. They did a nice thing for their customers by extending the return policy during the holidays, it's not reasonable to demand they match it since they did before. Plus the return period is printed on the receipt and stated in your online account. Plus, you say you have bought a lot of things from them in the past, how is their return policy a surprise to you? I almost never head any retailer verbally making anyone aware of their return policy, definitely not BestBuy. IMO, it might kind of give an impression to a customer that a retailer is not confident in quality of products that they sell, so they usually don't do it unless asked about by a customer.

New Member
Posts: 2
Registered: ‎04-23-2021

Re: Poor customer service and failure to accept return of computer

I appreciate the time you took to respond to the issue I raised, but I disagree with your analysis.  So I would like to address some of the points you raised.

 

Why should I be expected to automatically know Best Buy's standard return policy, simply because I have been a long term customer.  To the best of my knowledge, I have never returned a Best Buy product previously and, in my 69 years, I can probably count on one hand the number of times I have returned any product for any reason. I tend to live with minor defects, recognizing that most manufacturing companies have not nearly achieved Six Sigma quality levels.  

 

Despite what you mentioned, in this particular situation I was specifically told (voluntarily) by the Best Buy sales rep that I had 90 days to return the product, and he did NOT mention that it was a special holiday return policy.  I am in the process of building a house in Eden Prairie, MN and moving from Utah.  So I was simply browsing in the Eden Prairie store, planning to buy a computer in the next couple months at the Washington, Utah store. That is why the sales rep mentioned that I could buy the computer that day in Eden Prairie, pick it up later at the Washington store, and have 90 days to return it.  Which is what I did.

 

When I returned the first computer to the Washington store, the Geek Squad rep did not mention that I would now only have 15 instead of 90 days to to evaluate the second computer.  So is Best Buy allowed to change the rules in the middle of the game without informing me?

 

Also, Best Buy replaced a defective product with a defective product.  In my business career, if something like that occurred with one of my clients, I would have been extremely embarrassed and done whatever I could to make things right with the customer.  I would not push him off on someone else (ie. Microsoft).  As far as I am concerned, there was an implicit contract or understanding between Best Buy and me that they would sell me a product that would meet its design specifications. 

 

After the Washington store refused to take back the computer, I tried to address the issue with Best Buy's customer service via phone.  The first customer service rep gave me a case number and told me somebody would contact me to discuss my issue.  After 7-10 days, nothing had happened.  So I  called again and talked to another customer service rep. This one informed me that the case number I was given was for a different category of product (ie. appliances or TVs rather than computers), but promised that someone would contact me within 72 hours to discuss the issue.  Again, after seven to ten days, there was no feedback.  So I called customer service again.  This time I was told the case number did not even exist, but someone would contact me to discuss it with 48 hours.  Guess what?  Again, 7-10 days passed without any word from Best Buy. That is when I decided to try this forum.  A Best Buy social media specialist is now constructively working with me in an attempt to resolve this issue, although the resolution has not yet been achieved.

 

So there are three issues: 1) unclear/ambiguous communication of the return policy, 2) the fact that Best Buy would replace a defective product with a defective product having the same issues, and 3) the lack of responsivenesss from the phone contacts with customer service.  In my mind, any one of these three issues by themselves would lead me to bend over backwards for a customer.  Taking the three issues in combination, the obvious solution should simply be to offer store credit for returning the computer.