11-08-2020 06:27 PM
I placed an order for a CPU online last week and received it a few days ago. When trying to put it into a computer, I noticed it didn't work. I had ordered the same exact thing from Best Buy months ago for a new computer and it worked just fine, so I know I'm installing it correctly.
I contacted Intel support and sent them photos, and they told me that there were multiple issues: namely the batch number in my picture didn't match what was on the box, and the partial serial number was missing. They told me I could send them the part to look at and fix, but their advice was to try to return it to the retailer and get a refund because it looked like I had received a counterfeit or altered product.
The box I received the CPU in appears to be in a new condition, and the "factory seal" labels were intact, but the CPU itself does appear like it might have been used before and has irregularities that seem obvious now. Also, the product just doesn't work!
I contacted support once about this, but even though I bought it online, they're telling me I can only go to a store to return it. I don't own a car, so I don't know how I would be able to do this. I don't understand why I can't just return it the same way I ordered it??
I have bought numerous items from Best Buy this year and everything has worked out wonderfully up until now. This CPU was very expensive and I just cannot believe that not only did I get scammed from such a reputable retailer, but I'm having such a difficult time getting support for this issue.
Solved! Go to Solution.
11-10-2020 07:01 PM
I just wanted to add that Intel said they strongly recommend I return this to Best Buy since I'm within the return period. They said I could send it to them to try to fix, but they warned me that if they find it's a counterfeit/been tampered with, they'll confiscate it. They also warned that they believed it to be counterfeit based off the information I gave above (missing partial serial on chip, batch number on box not matching batch number on integrated heat spreader), so I very much don't want to send it to them.
It's been over 48 hours since I posted on here and I've gotten no response. Chat and phone calls have gotten me nowhere. Can someone please reach out to me?
11-10-2020 07:04 PM
"It's been over 48 hours since I posted on here and I've gotten no response."
From the Announcement on the front of the forums:
"Welcome to our Best Buy Community Forums. Due to high incoming post volume, our current response time is 7-8 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S pre-orders will be available."
It will likely be 5-6 more days before the moderators reach your post, they appreciate your patience as they help the customers who are ahead of you.
11-11-2020 11:49 AM
Thanks jdogg836. I called a couple more times and eventually got someone who said it would be fine to just return it via UPS with a prepaid label, so I'll try that.