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Posts: 2
Registered: ‎04-06-2021

HORRIBLE Policy on Laptop Replacement

I purchased an open-box laptop on December 31 2020 for around $1k.   After 2 months of random crashes, I finally took it back to BestBuy on March 7, 2021  to get it fixed.  No replacement laptop provided while i wait for a fix.


On April 5, 2021, after almost a month, I finally got a text that says my device qualifies for a replacement because they cannot fix it.  When I went to the store today, they did not replace the laptop, but instead just gave me the money back in store credit.


This is a HORRIBLE, HORRIBLE way of doing business.   Here are my reasons:

1)  Why can't Best Buy give me exactly the same device as what I purchased?   Giving me store credit does not constitue device replacement.    

2)  I waited a month just to get store credit back?  Laptop is used for business and lots of wasted time waiting for the device that never came.

3)   I didn't even get my money back in my credit card.   I was given store credit.   HORRIBLE.   Why is my money tied now to Best Buy?

4)   Why sell a product that is defective?   If a product is defective, it should be replaced with a new product that is working.   Just giving me store credit is very unfair.


This sours me very much on Best Buy.   I hope someone from Best Buy will read this and will do something about this, in the spirit of fairness and good business practice.    I own a business, and I always try my best to get my customer's satisfaction.   




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Registered: ‎08-21-2017

Re: HORRIBLE Policy on Laptop Replacement

Hi there, Rey,


Thank you for taking the time to stop by our community forums and letting us know about your experience with this laptop. As someone who relies on a computer, I know how big of an impact it can be to lose access to yours even for a single day. I appreciate you providing your feedback about this experience and would be glad to provide some more details on how this process works.


We offer a 15-day Return & Exchange Promise for most of the products we sell. Because this laptop was purchased in December of last year, we would be unable to provide a refund as you mentioned.


Did you purchase a Geek Squad Protection plan for this computer? In the event that we are unable to repair a device we may replace it or if we issue you a store credit or gift card for its current market value not to exceed the original purchase price of your Covered Product including taxes. If this process was fulfilled via the manufacturers warranty there may have been additional requirements on how this laptop could be replaced.


I hope I was able to answer your questions. I hope we can welcome you back in the future and provide a smooth purchase or service experience. If you need any assistance at that time, please don't hesitate to let us know!

AndrewB|Social Media Specialist | Best Buy® Corporate
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