Best Buy Store Purchase

[HakanVu]

Hi Everyone,

On 02/13/2023, I bought a PS5 Digital / GOW Bundle from Best Buy with store pick up option. On 02/16/2023 I collected my order from East Hanover store.

Due to my busy work schedule, I could play approx.. 4-5 hrs in 2 days without any problems. On 02/26/2023 when I wanted to play a game, the console did not turn on neither from the controller nor the power button on the console. As a note, I did not leave the device connected to the plug each time I ended up playing and turned the console off properly. I applied all possible troubleshootings such as trying with a working cable, trying to plug into the wall socket but none of them worked.

My problem was that on 02/27/2023 we had a family trip and due to lack of time I could not return the device to the store until the return deadline.

In order to take my chance, I wrote to Best Buy online support and chatted with an operator and explained her the situation. The operator understood the situation and informed me that she would make one time exception and extend the return deadline to 03/09/2023. She told me to that she opened a case and gave me a case ID no.

My problem is that yesterday I went to East Hanover store for exchanging the console. I met with the store employees and gave them the case ID No but they informed me that they were not able to make any exchanges or refunds.

First of all, it is highly annoying a 1 week old brand new console breaking down so easily. Secondly, why on earth Best Buy told me that they would make one time exception but not keeping their word?

Today I will visit the same store and meet the store manager. 

[Connor-BBY Social Media Specialist · Accepted solution]

Hey there, HakanVu.

Thanks for reaching out to us here on the Best Buy Forums. When I am told something, I expect it to be honored, so I understand your frustration. Could you please send me a private message with your full name, phone number, and email address, so I can look into this for you?

Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our Facebook, Twitter, and Instagram accounts. In the future, you can also visit us at BestBuy.com/support for assistance. We look forward to assisting you through these platforms!

Thanks,

[RD221]

Sony has a great warranty included with all PS5s for situations like this. Simply contact them and they will take care of you.

[HakanVu]

Hi there,

Issue has been solved. They accepted the return and I will have my new PS5 on Sunday hopefully.

But anyway, thank you for your advice.

BR

[JEzra-BBY]

Hello, HankanVu, 

Thanks for your posting. Glad to see that you were able to find assistance here. Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our Facebook, Twitter, and Instagram accounts. In the future, you can also visit us at BestBuy.com/support for assistance. We look forward to assisting you through these platforms! 

Thanks,