06-29-2021 10:26 AM
I hope you are having a good day & are able to help.
Of course I can provide more details by private message, here's the short version.
On 24th May I visited the Union Square shop and bought a premium gaming laptop for around $1600. I had a long chat with the sales rep about taking the the Best Buy insurance for another $300 or so, which he assured me was a global policy, as he knew I live in London, UK. He also saidthe manufacturer Asus' 12 month warranty is global, so I decided not totake the Best Buy warranty.
3 days later I had left the USA and the machine developed quite a major fault - it would not pick up the wireless card. I troubleshooted for a while (I'm tech savvy), then called the Geek Squad (on 27th May) and explained the issue. They said the bad news is I didn't take the Best Buy warranty but the good news is the manufacturer's warranty is global, so whenI return to London in a month I can contact them andget it fixed.
I got back to London a few days ago, called the manufacturer who checked the serial number and told me it's a US only warranty . They cannot help.
So I had been missold to twice by Best Buy employees (and have since learnedthat Best Buy's warranty is also NOT global, so I'm glad I didn't spend the extra $300 on that!).
If I had been told it's a US only warranty I would never have bought it. If 3 days later the Geek Squad member had told me it's a US only warranty, I would have got it back to the store comfortably within the 14 day return period.
I called Best Buy yesterday (Mon 28th June) and explained this all to a lady in the Primary Service Department (after 45 mins of holding & explaining to other depts). She listened to the situation, understood I hadn'tjust changedmy mind & had reported the issue within 3 days and been twice missold to, and said don't worry we'll get it sorted. Gave me the warehouse address in Kentucky and said she's generating a returns label and will send it by email. After it's received, the refund willgo back to my original payment.
No email came through, so I called again today. Today I have been told that it is not possible to generate a returns label because it's past 14 days and if UI send it to the warehouse they'll just reject it. After spending 45 more mins on the phone asking - very politely and calmly always, I'm respectful - to escalate this to someone who can help I got nowhere. I'm so frustrated and $1600 poorer with no working machine.
I hope you can see this is a genuinely special case. It is not acceptable for me send it to a friend in the US, they send it to the manufacturer, manufacturer sends it back to friend, friend ships it to me etc. Not for a premium machine that failed in 3 days and I would have returned well wthin the 14 day period ifI hadn't been misinformed, in fact if the store employee had told me it's a US only warranty - which is completely understandable - I just wouldn't have bought it.
At this stageI just really wanta refund as I was told would be sorted out yesterday. I am happy to cover costs of getting the machine back to the USA. It's in pristine, unused, fully boxed condition andI have the receipt.
PLEASE can someone help me?
Solved! Go to Solution.
06-29-2021 01:47 PM
Welcome to our forums, and thank you for reaching out to us. We hope our customers will have a positive experience when shopping with us, however they choose to do so, so it’s disappointing to hear your previous contacts with not only one of our stores, but our other support teams has led to such a frustrating experience for you.
In regards to the laptop you’ve purchased, or any item purchased with us for that matter, please know that all products purchased with Best Buy are intended for use within the U.S., and it is assumed they’ll be used here. This is outlined in our International Orders Help Center article, which you’ll find here, and I regret this information was not relayed to you during your initial visit to our Union Square location.
While I can’t guarantee a particular outcome at this time, I would like to take a closer look into this purchase, and explore what options might be available going forward. For me to do so, I’ll ask that you send me a private message with the following information:
As you can imagine, we’ll want to keep this information out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to get this sent my way. If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.
Looking forward to hearing from you,
06-29-2021 02:00 PM
06-29-2021 02:07 PM
Hi - i tried to send it once and it corrected the message for HTML, then the second time it says "You have reached the limit for number of private messages that you can send for now. Please try again later". How long should I wait? Thanks
06-29-2021 02:31 PM
Generally speaking when we see customers run into that message, it's usually resolved by logging out of your forum account, and logging back in. If that still doesn't resolve the issue, you may need to log out, clear your browser history, and then log back in and attempt to send me a message.
If that still doesn't work, feel free to let me know.
06-29-2021 02:46 PM
Thank you, ns40, I’ll be replying to your message in just a bit. To read my message, you’ll just need to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.
See you up there,