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Posts: 1
Registered: ‎07-02-2019

false advertisement of the product and poor customer service

I got an email address of supposedly the distric manager for the Aventura Florida store.  I sent an email, but haven't heard back yet.

Please someone respond with the contact information (phone number and name) of the District Manager for zip code 33180.

 

We would like to bring to your attention the recent experience we had with poor customer service and a false advertisement of the product at an Aventura store.  It left us very disappointed and quite upset.

We purchased a brand new Lenovo Yoga 720 back in September 2018 for our 3 kids, who need it for school work.  About 2 months later it was accidentally dropped and immediately destroyed.  We did not purchase any additional warranty, so we needed to buy a new one.  We wanted the same model as we really liked the product.  The Aventura store happened to have an “Open Box”, which was significantly cheaper.  The sales people assured us that the “Open Box” means that someone bought it and returned it within the allowed time, according to return policy.  They also assured us that it’s under a manufactory warranty.  Relying on the good reputation of Best Buy we purchased the Open Box Lenovo 720 in December 2018.  When we brought it home, we immediately noticed that the computer had some crackling sound in the keyboard area, scratches on the mouse pad and just felt different.  Again, we put our worries to rest, knowing that Best Buy will not sell us a product if something is wrong with it.  A little while after that we started having problems with the cursor, it would work sporadically.  Sometimes we turn computer on and it would work, sometimes it won’t.  At this point it was too late to return it, so we just used the touch screen functionality whenever the mouse didn’t work.

Earlier in the month of June 2019, there was an update from Microsoft which caused the touchscreen to stop working completely.  We researched the issue and found that a lot of Lenovo Yoga owners had the same problem.  They were able to resolve it by reinstalling one of the drivers.  However, it did not work for us.  At that point, we contacted Lenovo.  They tried helping us troubleshoot it but were unsuccessful.  They asked for Serial Number, which we located on the label underneath the computer.  When they checked that Serial Number they told us that it expired in May 2019.  We contacted Best Buy at Aventura location and enquired about how this could’ve happened.  They again assured us that Lenovo must be mistaken, because the Open Box is a return of the original purchase and they also told us that they do not keep it in stock for a long time and it must still be under manufactory warranty.

At this point, we found the Serial Number stored in the computer itself, which was a totally different number from the one on the sticker label underneath the laptop.  This was very suspicious to us.  Lenovo checked the Serial Number and turns out that that serial number has expired in December 2018, when the computer was sold to us at Best Buy.  We called the store again, but got no assistance.  They once again, send us to Lenovo.  We called the customer service of the Best Buy (1-800) and entered a claim.  Couple of days later, there was still no response. 

Once again, we called the store and asked for Regional/District Manager’s information, so we can notify of the poor quality product and service being offered at this store.  They made an attempt to help us and actually asked us to bring the computer in.  While checking to see if the issue is software related, they discovered that the computer was actually REFURBISHED, the mother board along with other hardware was NOT original.  That explains the expired Serial Number, however, it left us very puzzled why Best Buy would sell to us under a false pretend of an “Open Box”.  They gave us a store credit for the amount of the “Open Box” that we paid.  However, today the new models of Lenovo Yoga are much more expensive than the new ones at the end of last year.  So now, we need to buy a third computer but pay a lot more for it. 

As stated above, we are terribly disappointed in the way we’ve been pushed around for weeks.  We’re disappointed in the bad customer service, time and money wasted, the trust lost and puzzled with falsely advertised product being sold by Best Buy.  As it is now, we have to buy it again at Best Buy, because it’s a store credit, but I do feel that the right thing to do for Best Buy is, at the very least, give us a substantial discount on the new model of a product we choose.

 

Thank you in advance

 

Posts: 3,201
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Registered: ‎11-29-2016

Re: false advertisement of the product and poor customer service

Good afternoon, Ella_05,

 

Welcome to our forums, albeit under such unfortunate circumstances.  Regardless of the item purchased, we hope our customers will have a positive experience with their purchases from us, and from what you’ve described, this Lenovo Yoga 720 purchase has been quite frustrating.

 

While we’ll be unable to offer you the phone number of the district manager in your area, please know Best Buy’s Support Forums are moderated out of our Corporate Headquarters here in Richfield, MN, so you’ve definitely come to the right place for help.  I’d like to make sure we’re properly documenting your feedback, in an effort to avoid a similar experience from happening to our customers in the future, as well as making sure your feedback is visible to the appropriate leadership.  For me to properly document your feedback, I’ll need to gather a few pieces of additional information from you.  Most of the information I’ll need is sensitive information we’ll want to keep out of the public view of our Support Forums, so I’ll be sending you a private message in a bit.  To read my message, you’ll want to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

SeanM|Social Media Specialist | Best Buy® Corporate
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