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Posts: 1
Registered: ‎07-07-2019

Awful customer service experience

I am extremely disappointed with the level of customer service I received both at the store level and on the phone this evening.  We purchased an open box laptop yesterday evening, brought it home and realized it didn’t hold a charge. The store offered to send it off for repair.  They said it could take 2-4 weeks and made no promise that it could be repaired. The geek squad tech even mentioned that they don’t typically check to make sure it holds a charge.  How can you sell an open box item that is advertised as having being checked and then admit that you didn’t even make sure it holds a charge?  So now I am out over 700.00, have no computer to use and was offered nothing by either the store or the customer service rep @ Best Buy for the inconvenience.  At the very least they could have offered to expedite the shipping for the repair.  I have had amazing customer service experiences with other major retailers but after this I don’t know that I will return to Best Buy again. 

Posts: 7,189
Topics: 116
Kudos: 388
Solutions: 394
Registered: ‎12-23-2016

Re: Awful customer service experience

Hello, Vinnie123,

Thanks for joining us at the Best Buy Community forums. I’m sorry about the poor service that you received around this laptop. We should absolutely be checking to make sure open box computers hold charges before selling them.

If we’ve already sent the computer out, I don’t believe that we have a way to expedite it at this point. That said, I’d like to review this for you. Please reach out to me through a private message by using the link in my signature below this post. 

I’ll need your name, email address, phone number, and any service order numbers you have.


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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