Other Customer Service Support

[JMARUSA]

Hello,
I purchased a Mac Mini at your Wilmington, DE store on 9/7/19 ORDER #BBY01-805641698582.

It took me a week to open and start to use my Mac Mini. Everything was perfectly fine until 2 days ago the Power has randomly shut off. I have attempted to reboot many times and this issue persists. I have owned many Apple products for decades and have never had this experience.

I went into my local Downingtown, PA store with an attempt to remedy the situation. I was told I was outside the window for a return or an exchange and my only option was to talk to the Geek Squad. I did this and there I learned that the Mini would be sent out for service.

I was shocked that something this expensive would not be quickly exchanged and replaced. I asked to speak tp the store manager, Tim, who simply reiterated store policy. I found tis absurd as I was not demanding a cash return rather a replacement. There is no way I would accept a repair for something less than one month new over$1,000. I was very calm and level headed during my conversation but also asked to escalate the issue and was given a 1-888 customer service number.

I went to my car and called and was given the same answer. I was stunned that Best Buy would not see how illogical this was and was not willing to work with me, the customer who was just days (2 weeks at best) outside of the return window.

I am hopeful that by writing to someone in corporate the issue can be reviewed and acknowledged. I respect the policy however all policies have guidelines to apply common sense. I would hope that is the case with Best Buy as well.

I would appreciate someone at a higher level to review thus situation and reply with something other than company policy. I regret that this has occupied half of my Saturday and has left a very bad experience in my mind.

Thank you for your consideration. I am still a bit stunned byt this...

[nckhammond]

This is 100% up to the store managers, I've seen them go a day or 2 past the 15 days, but not really 2 weeks past. If you have an apple store close by they may be able to help.you sooner, or they may send it out also.

[JMARUSA]

I went to the Apple store and they were shocked by all of this. They shared that they do not recommend buying Apple products from a second hand seller including Best Buy. Buyer beware stands here. I for sure will no longer buy anything from Best Buy and will continue to share my experience. It is a testament to why so many stores fail and go out of business when they are not

[JMARUSA]

When they do not put customer service first and foremost. It is a shame as this could have completely gone in a different direction sadly this is not the case and the experience was completely uncalled for. Policies are always flexible and reason should apply in all cases.

[jdogg836]

That’s strange, Best Buy isn’t some run of the mill reseller of Apple products. We are a major partner and even provide Apple Authorized repairs as a member of their AASP program, everything bought from Best Buy has the full warranty and has the ability to add on the AppleCare protection offered by Apple themselves. It genuinely seems strange for anyone at Apple to talk that way about exceptions to their return period as the exact same process exists at Apple. Buying from Apple Retail and returning outside of the return period requires the store management’s approval and just like Best Buy these are handled on a case by case basis and the merits of the individual return. In my personal experience with Apple Retail (MacBook Pro), they would offer to have it repaired under the warranty outside of the return period. In fact that’s what the warranty is for, getting you back up and running when you can no longer return/exchange an item.

[JMARUSA]

The Apple employee was shocked that Best Buy did not exchange the product for a new one. He explained that they would do that if I had purchased it there. This is less than one month after purchase date and the product had a fatal flaw and would not maintain power. Fixing it is not an option. Thankfully Apple is looking to help. Best Buy’s solution to fix it by sending it out for repair is unacceptable. As a customer I would expect that something that fails within one month is replaced no questions asked. Many other retailers operate with the customer in mind. Best Buy apparently lives on policy without exception. Sadly I will no longer shop or buy product from Best Buy and will be sure to warn others

[jdogg836]

It’s great that Apple is offering you an exception outside of the standard repair procedure under their manufacturer’s warranty, as I said this is not the norm as mine was sent in for repair.