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Posts: 1
Registered: ‎04-29-2019

Purchased product online, was not the expected product, customer service refusing to resolve issue.

[ Edited ]

Purchased an asus prime z390-a motherboard on advertised as brand new on 02/16/19. Finally opened the product on 04/28/19 to build my PC after all parts came in. Opened the motherboard to discover that it contained a used & damaged motherboard by a different manufacturer and old generation. I contacted online support via phone, explained the situation, and had 3 reps and 2 supervisors tell me there was nothing they could do because the return/exchange period had expired. This is despite me doing my due diligence in contacting Asus directly to ask about the S/N (serial number) and to ask if this was a possible mix up by them. They informed me that it is impossible that the other manufacturer's old motherboard ended up in their box, and the ASUS supervisor provided an email to me that displayed that this particular motherboard with the S/N provided was indeed originally sold by Best Buy on 09/04/2018, at which point the the warranty was made active for 3 years - I have an email correspondence of this exchange supporting this. ASUS rep suspects the motherboard was purchased, swapped out, and returned in the orignal packaging. Again, this was advertised as BRAND NEW and clearly wasn't, and was willing to provide documentation to support me in this dispute. Also took it to the east brunswick NJ store on rt. 18 and showed all the documentation and proof; the customer service rep John agreed that I have recourse and should be allowed to exchange > then the manager claimed that she could not do it given that the return period experied (even though phone rep told me to go to store because the manager can over ride this issue). I have all documentation to prove that a advertised new motherboard purchased by me on 02/16/19 was in fact not new, a returned item no less which was then resold as new (false advertising), and a corespondence from ASUS supporting my claim which shows that it was sold originally by best buy on 09/04/18. Is someone willing to help, or do I just dispute with my CC company and file BBB, FTC, and online consumer complaint?


Please help,


-Matt {removed per forum guidelines}

Posts: 2,595
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Registered: ‎10-19-2017

Re: Purchased product online, was not the expected product, customer service refusing to resolve ...

Hello, mn22790,


Welcome to the Best Buy Forums!


I appreciate you joining the forums and writing us about your purchase. I am saddened to learn there was a different item in the brand new sealed box for the ASUS Prime Z390A motherboard you purchased.


Unfortunately, in your situation, they are correct. We are not able to accept your return or exchange this product outside of our Return & Exchange Promise. If this was an unopened, brand new box, we always recommend you contact the manufacturer and research your options with them, as you have already. I am happy to get this documented for you at a corporate level for internal review. However, this will not generate any contact to you, as it gets handled internally.


If you’d like for me to do so, be sure to send me a private message by clicking on the blue button next to my signature, with the order number, your full name, phone number, and e-mail address. I look forward to hearing from you.



Deysha|Social Media Specialist | Best Buy® Corporate
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