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Posts: 1
Registered: ‎10-30-2019

Best Buy is Failing to Keep Contract - Case Id # {removed per forum guidelines}

[ Edited ]

I originally took my laptop into the Geek Squad in July 2017.  After destroying my laptop and losing my hard drive, my laptop was reluctantly replaced.  In addition to the hardware, Best Buy agreed to replace Microsoft Office, with Access, as I had on the original laptop.  However, when I picked up the laptop, I was informed that Best Buy could only provide a copy of Office 365 that had Access because you didn’t have a permanent license version of Office with Access (Office Professional).  I was told that I could come in each year and would be given a new copy of Office 365 with Access.  I asked the manager to put that in writing and he did so on August 17, 2017.  In fact, he stated that I would receive said software for “as long as customer has the laptop.”  He placed the name of the GM and the Geek Squad manager below his signature. 


Last year, I was reluctantly provided a copy of Office 365 with Access.  Again, I was assured that I wouldn’t have any future problems obtaining a yearly copy.  However, this year the same manager and GM informed me that they would no longer provide a copy of Office.  I was told that the position of Geek Squad Senior Manager was eliminated and that my only choice was to go through customer relations.  After several phone calls and being given the run around, I was finally allowed to file a claim ({removed per forum guidelines}) on October 15, 2019.  Although I was told that a district manager would respond to the claim within 96 hours, I still have not received a response.  In the meantime, I’ve gone out of town on business four times and have been unable to use my replacement laptop because of the lack of Office with Access.  This must come to an end.  As I have from the beginning of this fiasco, I am requesting a permanent license copy of Office Professional.  

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Registered: ‎08-21-2017

Re: Best Buy is Failing to Keep Contract - Case Id # {removed per forum guidelines}

Good afternoon, kdford,


Thank you for taking the time to visit our community forum and taking the time to write to us. As someone who relies on a computer for work I know how important it is to have the required software. While district managers are not customer facing positions I would be glad to further research this to see how we may be able to best assist you. I'd like to get some more information so I can continue to investigate this. Which store location did you originally visit? Can you please clarify who the manager that wrote this letter is?


I'd also like to review this case. Can you please send me a private message with your:


Full name

Email address

Phone number


You can send me a private message by clicking the blue button at the bottom of my post across from my name. I will keep my eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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