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Member
Posts: 14
Registered: ‎09-21-2017
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"Certified" Open Box Item Defective - DOA

I was shopping for a new HP Envy X360 when it was on sale yesterday for $499.

 

A great offer came long to purchase an "excellent condition - certified" open box item within my area for about $80.

 

Given that it was a geek squad "certified" item, I thought that Best Buy would stand behind this certification and not just put labels on open box items.  I bought it, but had to pick it up today.

 

Today I get an email that my order is ready for pickup.  Great, I put the address in my navigation and it turns out this location is 45 minutes away (about 1.5 hour round trip.)  Hey, I'm saving $80 for a like-new item that's already on sale - why complain, right?  When I get to the store, I also purchase the geek squad 2 year protection coverage.

 

I get home, and within 3 minutes I get a blue screen of death.  I read a lot about this laptop before purchase and I know that it suffers from overheating issues until the drivers are updated, so I tell myself maybe geek squad did not re-install windows fully.  I re-install windows and still have the same issue. 

 

I take it to my local best buy store, and they tell me that the laptop has issues and it should have never been sold as certified.  Not only will they not work with me as far as a replacement, they are saying that I have to drive 1.5 hours back to the store where I bought it from to return it.

 

Keep in mind, for $80 more I could have had the same laptop brand new yesterday if it wasn't for Best Buy advertising this one during my checkout.  Today the same laptop costs $350 more than yesterday.

 

So for an hour I'm sitting in the best buy parking lot trying to get a hold of someone who speaks proper english well enough to communicate with an Elite Plus member who spent over $15k at Best Buy last year.  I had to repeat the same story about 6 times, as I was either transferred, or the call dropped. 

 

Finally, an hour later (just as the store closed), a geek squad member on the phone tells me that Best Buy had no right to refuse the return as a customer has the right to return any item within 15 days to any best buy location.  Now, I have to go back to the store to return this piece of junk.  Not only did I not get the laptop that best buy advertised, but I probably spent $40 worth of fuel and 3+ hours to not have a laptop that I initially waned to buy new when it was on sale.  Really pathetic customer service with a severe lack of empathy for customers who spent thousands of dollars at their stores.

Member
Posts: 14
Registered: ‎09-21-2017

Re: "Certified" Open Box Item Defective - DOA

One more thing to add - I typically build my own computers so I know a thing or two about them.  A computer may have a software if something was not installed correctly, but after a fresh install if an issue persisists it is typically related to a hardware issue - such as a bad sector on the hard drive.

 

The geek squad member had the audacity to tell me that this was a software issue and would require a "$199" package. 

 

Maybe this upsell tactic works with someone who does not know anything about computers, but most people are knowledgable enough to know the difference between a software problem and something that is an issue even after a fresh install. 

 

There are two things wrong with this:

 

1.  Best Buy employees trying to upsell something that is not needed

2.  A laptop that does not work on the same day on which it was bought should not need any additional coverage!  You either fix it, replace it or refund the customer money.  Do you really expect a customer to accept a borken laptop that is DOA, and shell out even more money on a same day purchase?  Pathetic.

Posts: 296
Topics: 13
Kudos: 76
Solutions: 15
Registered: ‎11-23-2018

Re: "Certified" Open Box Item Defective - DOA

Hello, dadodude!

 

Thank you for reaching out to us again on the forums for support. I'm sorry that you are experiencing issues with your open-box laptop, both with it being defective and with your attempts to correct the situation. I understand your time is valuable, and I can imagine having to drive an hour and a half to pick up this item would definitely add to the frustration here.

 

This overall experience is not what we want for our customers, and I'm happy to look into this further and explore what options might be available moving forward. To start, can you please send me a private message including your full name, email, phone number, and order number? You can find the blue option to message me to the right of my name, below.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎09-21-2017

Re: "Certified" Open Box Item Defective - DOA

I wanted to give everyone an update on the outcome of the above issue.  I have already contacted Citi to cancel my Best Buy credit card and "Elite Plus" membership - as there's nothing "elite" about Best Buy.

 

I went to the store, and as expected - Best Buy did the minimum they could to rectify the situation.  I expect better service from a mom and pop electronic store that just opened up at a local corner, let alone a "big corporation" like Best Buy.

 

Geek Squad blamed the issue on the drivers from HP, which would make this an issue for every person who owns this laptop and not just me.  The internet would be overflowing with an outcry if this was an HP Driver (Software) issue specific to this laptop.

 

To recap:

 

I was trying to purchase this laptop when it was on sale for $499 brand new.

Best Buy advertised a "like new - certified open box" for cheaper at a "local" store.

I bought the certified one and picked it up the following day (after a 1.5 hour drive.)

I get home to be greeted by a continuous "blue screen of death" and constant restart of the computer.

I'm promtped to fix/repair/re-install windows, which I did but did not solve the issue.

I go to the local best buy store only to be told that my only option is to drive 1.5 hours again and return it to the local store.

After an 1+ hour phone call/wait/transfer/dropped lines, I resort to reaching to Best Buy over internet as the customer service clearly lacks professionalism.

After 3 days of back and forth, the only "advice" is to go back to the store to rectify the situation.

At the store, the only option that's presented to me is to return the laptop or to use the money to buy the new laptop, which now just happens to cost $350 more than what I would have paid on Sunday before Best Buy advertised a certain "certified" one.

Not onlythat, I also missed out on a 10% off coupon that was sent to my email and expired on the day I bought this laptop.

Additionally, now I have to wait days until my Best Buy certificates are credited back before they can be used again.

 

This is the same message that will be posted on every social media platform.  Hopefully it will keep other potential buyers away from your fake/upsell company.

Member
Posts: 14
Registered: ‎09-21-2017

Re: "Certified" Open Box Item Defective - DOA

To add insult to injury, Best Buy basically stole $30 of my points because this broken laptop that won't even stay on for more than 1 minute at a time without restarting comes with some sort of free software that probably no one installs.  Supposedly, since they added this software (without my consent), they charge the customer for it even though it's never used (or known about.)  Best Buy, there's other ways to make software sales, you don't have to add it to broken laptops and then deduct customer points for it?

Posts: 296
Topics: 13
Kudos: 76
Solutions: 15
Registered: ‎11-23-2018

Re: "Certified" Open Box Item Defective - DOA

I understand your additional concerns regarding your laptop return, and I have sent you a private message following up on this. Please check your inbox for my reply, and leadership at the store should be reaching out to you as well.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎09-21-2017

Re: "Certified" Open Box Item Defective - DOA

The manager from the local store called me last Thursday advising me to give him "a day or two" to see what he can do, but never followed up again.  I have in the meantime bought another HP Envy 15" model without any issues, but paid much more.  This proves that this was not a "software issue" as Geek Squad misdiognosed it just to get around fixing the problem. 

 

What's even stranger - the same local store that said the only way they could test for the hardware issue is by sending it in and waiting 3 weeks - mysteriously has a very identical item that I returned for sale as "open box."  Could it be that they just took my item, didn't want to fix it for me even though it was covered by the geek squad protection, but are now selling it for $200 more? 

Posts: 1,696
Topics: 42
Kudos: 222
Solutions: 84
Registered: ‎10-19-2017

Re: "Certified" Open Box Item Defective - DOA

Good morning, dadodude,

 

While not from Best Buy, I’m happy to hear that you were able to purchase a different devise that works for your needs.

 

Regarding your concern that you haven’t been able to speak to the manager you had spoken to previously with an update, I’m currently reaching out to the store team to request that they get back in touch with you to discuss your outstanding questions and concerns. It can take a little time to this team to get back to us, but I will be sure to follow up with you when that happens.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 1,696
Topics: 42
Kudos: 222
Solutions: 84
Registered: ‎10-19-2017

Re: "Certified" Open Box Item Defective - DOA

Hello, dadodude,

 

I’ll be sending you a private message shortly as I heard back from the manager you had been working with at the store.

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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