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Posts: 1
Registered: ‎07-23-2019

new computer defective

I bought an HP Pavillionx360m at Best Buy in Natick MA at the beginning of July.  I live overseas. WHen I got home I turned on the computer and found that the screen constantly flickers. I called HP support in Israel where I live. The software team couldnt find a problem and after a few tries atrepairs the certified repair team told me that the screen is defective.  If I had purchased the computer in Israel they would have replaced it but they claim that the international warranty does not allow them to do that.  They are trying to get a new screen but it is not clear that they can.  I would like to return the computer to Best But but I will not be n the US for at leasst 6 months and possibly longer. I also will not be in the area of the store I bought the computer in.  How long do I have to return the defective computer for a replacement and can I return it at any Best Buy?

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Registered: ‎09-29-2008

Re: new computer defective



Welcome to our community. There is nothing I can think of that's more distressing than having a new product develop a fault soon after purchase. I was unhappy to hear you've encountered obstacles to getting a repair completed and I regret the obvious inconvenience you've endured.


Products sold by Best Buy are intended for use in the U.S.


With that being said, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside those time frames Best Buy cannot offer a return or exchange.


I would encourage you to continue working with HP toward a resolution. I can't say for certain whether US HP Customer Support would be able to provide other options, but you may wish to contact them via the previous link.


Please know I am grateful you wrote to us with your concerns.

John|Social Media Specialist | Best Buy® Corporate
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