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Posts: 1
Registered: ‎08-10-2018

Wrong item in box

After saving for many months, on July 14, 2018 I did purchase a MacBook Air 13-inch 256GB from Best Buy store in Miami, FL. I was preparing to start medical school in August and I needed a newer MacBook Air with sufficient memory. I paid for an "open box", Geek certified excellent MacBook Air that was sealed "inspected by" with clear tape. I had no reason to doubt that I was getting what I was paying for. When I opened the box, everything appeared to work as expected, I had no reason to doubt that I received the MacBook I paid for. I moved to Texas and  started medical school on August 6th. On that same day, I was trying to download things I needed for my classes but the storage was insufficient to store my e-books/lectures/notes and software programs. When I checked the storage, it said 121GB. I was very confused and I contacted best buy. They said that I did pay for a 256GB MacBook Air and that this must be a misunderstanding. They said to check the serial number against the serial number on receipt and box. Low and behold, the serial numbers did not match. I almost fell out of my chair!! I was certain that Best Buy would rectify this situation because I have been shopping there for years. My dad went to the actual store in Miami, they quickly distanced themselves from the error and refused to accept any responsibility for this problem. They said that we could speak with GM or call corporate. I called corporate same day and they referred me back to the local store. My dad spoke with GM several days later and he also refused to take any responsibility for this error. I go to classes and study 12 to 14 hrs a day and I depend very heavily on my iPad and MacBook Air. I paid for a newer model MacBook Air and I got a 2+ year old model with 1/2 the memory that I paid for and need.


Unfortunately, all the back and forth and run around has now put me outside of the 14 day return/exchange time frame and that is why I am escalating it at this time.


Please Help!!

Posts: 3,998
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Registered: ‎12-23-2016

Re: Wrong item in box

Hi 2Bannounced,


Welcome to the Best Buy Community forums, and thank you for reaching out to us about this. I apologize that it has taken me so long to reply to you.  Due to a busy spell it is taking a bit longer to get back to everyone than we’d like.


First off, congratulations on getting into medical school. I know how difficult it is just to get in, and how overwhelming the work load must be. Finding out that the computer you bought isn’t what you though it was must be very stressful.


I’d be happy to look into this for you to see if we have anything we can do to assist. As you mentioned, the 15 day return period available under our Return & Exchange Promise has expired by now, so I cannot make any promises as to a result, but I can at least look into it for you.


Please go ahead and send me a private message by using the link in my signature below this post. I’d just need your name, email address, and phone number. If you have the customer service PIN from your purchase receipt, that would help as well.


Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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