10-08-2018 04:38 PM - last edited on 10-09-2018 08:06 AM by Bill-BBY
To whom it may concern,
I am writing today to try and get any kind of resolution with a situation that has unfolded. I am providing an email I sent to the Best Buy in West Hollywood, California. To be concise, I received a desktop computer that I ordered online from your website, only for it to arrive with a defective graphics card. I sent the graphics card in for repair / replacement with the manufacturer, and emailed the local Best Buy as directed by someone on your Customer Service corporate phone number to achieve some sort of resolution. The graphics card is still not back to me (I know this is beyond Best Buy's control, but I am still without a working product), and my email sent eight days ago to the W. Hollywood location was never replied to. I just followed up today a second time with the text below. As I mention in the email, at this point, I am disheartened and disappointed with how this whole situation has unfolded. It has now almost been two weeks since the computer arrived initially, and I am still yet to receive much of any response from Best Buy's end. Thank you for your time.
Hello Best Buy W. Hollywood,
10-11-2018 02:08 PM
When this computer broke you should have been able to return or exchange the unit if you were still within your 15 day return or exchange period. It sounds like you instead chose to have the unit repaired, and the manufacturer has ordered the part needed to repair the unit.
Opening the unit shouldn't void the manufacturer's warranty, and this is especially true if the manufacturer is the one advising you to open the desktop. As long as replacing the ordered part is a customer serviceable procedure doing so should not void the computer's warranty.
Let me know when you receive this part. What do you specifically need me to get done for you?
|Allan|Senior Social Media Specialist | Best Buy® Corporate|
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