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It is a person walking on the moon. Moon walk!!! Thanks for letting the community know. I had a prob with a Linksys Router from Circuit City a few years back. Had POOR wireless range about 30 feet.
Took all of this to the store mgr and still got the runaround. My moral — go straight to Corporate Customer Relations. Hope this helps. Yeah this blows. First, depending on how much you buy at BBY depends on how they treat you.
AND buy the warranties you will be treated like a god. The best way to get this fixed is simple…. Contact your lawyer and start the process. Feel free to contact me via email if you have issues I would be glad to help. The REAL question is whether that happened by you, or if it somehow happened in shipping. Best Buy would have to pay out of its own expense to fix that. Acer would tell Best Buy that it took back a laptop the customer abused and would not fix it under warranty.
Buy at Costco. Even shipping is refunded, and they double your manufacturer warranty period. Good luck. I can tell you first hand from servicing and helping other customers, that laptops are either broken, or come bad from the factory.
No inbetween. I see my fair share of bad laptops, either with bad hdds or defective backlights. I exchange and RTV a good amount of merchandise a week, including laptops.
Antonio, I hope you get this resolved, really I feel for you. Send me an or anyone else here an email if you need more help, as a CSR and service technician I will stand up for you.
I would have cancelled the credit card payment the instant they refused to replace the item instore. Then the most they can do is take the laptop back. Having worked for best buy, I know first hand that the entire company is brainwashed. Since you had only had it for two days! I know for a fact that if you told them it was like that straight out of the box they would have replaced it. Also, if you ever get a laptop from anywhere always get the Accidental on it. Every 2 years I pay about dollars for a dollar laptop.
So…either this is a smear campaign, or what you should do is just take the laptop to another store and tell them it was like that when you opened it. There is a layer of material that houses the LCD fluid, and it takes pressure to crack it. It sounds likely that the pressure was applied on the backside of the monitor, and not the front where fingerprints would be visible. Somewhere along the line, someone had to have dropped something on it, put it under a heavy object, rested their arm on it too hard while it was closed….
Best Buy, any other consumer electronics store, and the manufacturers do not cover physical damage by default. Best Buy, however, does offer an accidental service plan that will cover physical damage in cases like this. Customer service should have given you the option to purchase the service plan and then apply it to the new computer to have it replaced, in addition to giving you 3 years of warranty coverage on all hardware, defective or physical damage.
Their return policy clearly states that they allow returns within 15 days with no questions asked. So the reason why most best buy employees like to argue with you and everyone else is they have no idea what their policies are. Working there at one point in time I only received about 2 hours of actual training from a manager before I was thrown out to a register to pick up on everything else by myself.
I stayed for a short 3 months and had definitely had enough. There is a lot of drama hidden from the customers in most stores which definitely can lead bad customer service in the end. Something like that should of been taken up with Acer. It sounds more of a manufacturer issue.
Just not good business. In addition, I agree that Acer notebooks stink. Some of our models crash out of the box. Apple Inc would of exchanged something like that right out and it would of been a better investment. Mostly because a generous return policy tends to reassure customers to go ahead and make that purchase, for a long time merchants in the USA tended to have generous return policies.
In other words, the whole point of having the policy has to do with what the merchant knows about buyer psychology. The problem is that increasing product defects, low profit margins, and probably some decreased consumer spending lately are probably taking their toll on consumer retail operations like Best Buy. Have a look at the article at Consumerist.
Instead, just assume that the purchase is a risk, and let that assumption influence your buying behavior. You, the customer, decide whether to make the purchase. The years and years of easy, generous return policies have trained people to be too trusting of merchants. Ask your friends about their experiences with merchants, and share your own readily as this post did.
Substitute something else. Loss of business is the surest way of avoiding scams and keeping merchants honest. Having been a laptop technician for numerous years, and given the exact wording in your commentary, i find the circumstances you are relating hard to believe. The crack would have been present the first time you powered the device on, having been damaged during transit or the manufacturing process, or if it is at the top near the bezel is likely present from someone putting excessive pressure on the back of the bezel while opening the screen improperly, which is generally how i have seen screens damaged in the past.
Frankly i think you are a fine example of an individual who refuses to take the blame for their own stupidity and would rater yell and scream like a 4 year old denied a pre-dinner snack rather than accepting the results of their own actions. I am sure, since i am presenting an opinion other than the one you are trying to promote you will censure this comment rather than have a contrary opinion heard.
I luv Best Buy!! If u want to return a defective product. And tell them that u wanted a more expensive computer… I bought 2 defective emachine computers within 1week from bestbuy and i was able to get my refund..
I then bought me an acer aspire and its been working perfectly since.. Bestbuy also has a rewards bonus cashback on the amount that you buy there.. Never bitch at the under paid guy behind the return counter.. If u smile and be charming … they wil bend over backwards to help you… They are not computer savvy too… I had to show them how to open their computer and show them that i did not remove the ram from the computer when i returned it.
Seriously, never buy any big ticket items from best buy. Thats absurd making you pay for the repair costs. I Hate Best Buy too… A couple years ago i bought my mom a new computer monitor, it had a dollar rebate at the time… never saw a dime of that rebate even though i filled it out perfect.
I had a second-hand, 3rd generation iPod that, when originally purchased, was purchased with a 3 year Best Buy extended warranty. The second-hand purchase included the original receipt and warranty information and the original owner had signed and transfered the warranty to myself. This was a few years ago and I was about 17 at the time and had no cash when I was there— Geek Squad treated me like shit and as if I knew something about the water damage.
In line with Mr. And the fact that you said BBY makes more money on the cables makes me cringe. It should be illegal. The problem seems to be the agreement between Acer and Best Buy. If Best Buy had a proper arrangement with Acer, they could send back just about anything and get a credit.
How do you think Wal Mart takes back whatever crap you decide to bring them? They leverage their size to force suppliers to agree to these terms. Best Buy should be a large enough laptop seller to do the same.
Thank you very much for relaying this story online for the rest of us to read. Some of you mentioned finding computers online. Thanks again. Never pay cash or check, use a credit card. If you use a credit card at least you can put it in writing both faxed and registered mail explaining the situation and why you refuse to have it paid and most instances they look into it and deal with it for you.
I also have their phone number written down and tell them I can and will have that person on the line within minutes, I have connections and will be speaking personally with so and so. There will be another letter including your name, fill in blank going to same explaining how things were handled personally by you. If you care to be on the receiving end from corporate headquarters, go right ahead.
Not that the manager gives a shit about stocks or the company, really………………but you get the gist? Everything has to be in writing, take notes, write down who you spoke with on the phone, keep a diary so that you can quote but hopefully you charged this piece of crap so you can call them immediately and explain, get fax number and fax it over as well?
Good luck! I had bought a laptop for use in the trip which did not work and was not refunded in full. I wish I had been as aggressive in publicizing my case. I have attached a letter I sent to complain, to no particular effect:. Schulze, Best Buy Company, Inc. I had recently purchased a laptop from your Palo Alto shop in the Bay area. It had an internal modem that seemed unable to connect reliably or at sufficient speeds. To my surprise I found that even this piece had the problem.
I then decided to return it for a refund, but had a very distasteful experience while doing so. As soon as I disclosed my desire to return the computer, the technician on duty Ruben began to deny the problem. He claimed that ISPs did not always connect very well. When I explained that the problem was consistent, I found no takers.
I insisted he try to connect the laptop and see for himself. After spending about 40 minutes over 5 connection attempts, when he could connect to AOL it disconnected immediately. Rather than admit the problem, he reported to the cashier that he had been able to connect to AOL and that I should be charged a restocking fee, since it seemed to him that AOL had a problem and not the modem.
I insisted he try MSN also. Here again we spent a considerable period of time connecting. In fact the connection was excruciatingly slow. What made matters worse was the attitude of the manager on duty, Steve. He also insisted that his was the final word, I could not complain to anyone else. Not only have I suffered a defective laptop for 12 days, a botched on-line presentation at Atlanta and repeated trips to your store to get things rectified, but I have also suffered the embarrassment of trying to make my case to two people who were intent on denying the problem.
I have now no laptop and a dollar restocking charge on my card. Please refund the charge on my card. I feel I also deserve an apology from these two employees, but I will leave that for you to decide. I also urge you to investigate why your employees were so practiced at denying problems. Further, the second piece given to me was previously returned by someone and was found with an MSN CD in its drive.
I suspect that the previous owner was also struggling with the same problem before he returned it. Your store managers may be repeatedly cycling defective pieces and charging a restocking fee each time. Steve did on fact tell me, as consolation perhaps, that he would be selling the piece to someone else and not returning it to the manufacturer. Please feel free to reply or take action any time in 3 weeks of the date of this letter.
I am awaiting your positive reply. Yours truly,. BB does not want people working for them repairing computers who actually know something, nooooooooo, they have sales people who diagnose going through a manual, step one, does it do this, then you do this——— what a joke and very, very sad. And it might not have been you that broke it. It seems like Best Buy went way beyond what they should have done. I am blown away that your CC company will not help you. I would refuse to pay said bill until they did something for me.
I feel your pain and this is shameful. These jerks should take back the equipment right away. How can you physically create a crystal to leak? Please take Best Buy to small claims court, they need to be publicly humiliated for such way of handling their customers. So I see our American why of life has spilled into Canada to…Great! Sorry to hear your problems with Best Buy. And get the laptop and extra for their boldness. It is becoming sadder by the day that the consumerist can get the proverbial boot in the ass by big business.
Also sorry about the credit card. Hope it all works out and remember-buy Canadian. Had similair problem with a Viao I bought in Austin, Texas. After dealing with the minimum wage employees who and your are correct pretty much sneered and repeatedly said you must have dropped it, I demanded a manager.
I was told no manager was available. I asked them to define available? Was there one physically in the store or one actually driving to the store and sitting in Austin traffic I know a bit sneery myself but can you really blame me? Low and behold there was a manager physically in the store. I explained again, the problem and was told to call to Sony to have it covered on their warrently.
Sony took the Viao NVR 23 and paid for shipping and handeling both ways and repaired the brand new unit for free. Sony handeled the situation very well. Best Buy refused to do anything with it. I had owned the unit for 2 days and had trouble right from the start with it.
Needless to say I went on a huge campain against Besy Buy and thus my friends now own Dells! I had decided long ago to never shop there again; however, recently I had been buying some smaller items from the store again. Looks like I need to quit altogether. A manager then told him to make the sale without the warranty plan. That was a few years ago, and the motherboard and drive are still functioning today. I have purchased things from Best Buy and was offered the service plan…you had the same opportunity.
Acer is typically a bargain computer with bargain prices. I think Best Buy treated you fairly. Stop blaming others. As MonKee mentioned a few posts above, too many people have abused return policies for retailers to continue offering generous terms.
The same guy gets a wicked nasty Trojan on another laptop, denies he did anything to infect it, then acknowledges that his kid played with the company property when asked about the presence of Red Alert 2 in the Start menu. Either way, your experience is another strong argument for accidental damage insurance. I had faulty wireless router recently. I bought netgear router with a lifetime company warranty.
It was an emergency so I had to, but I try to avoid BB whenever possible. Sounds much like Futureshop to me, I have been suckered in on a couple items at futureshop only to have been screwed over, oh and Staples screwed me over for the stupid speakers that came with a tower I bought from them.
Thanks for letting me know about Best Buy. I can only say so far the only decent shops well less knowledgable though but somewhat better warranties that I have found are Costco and London Drugs. I havnet had to return much to them, but when I do they seem to do well at making me happy. LCD can be defective from the factory just like any man made product! A LCD can crack with out impact damage Extreme heat or cold.
Best buy does not have a no questions asked return policy, ive never seen that there and Ive never seen them promote that! If you buy something, say that it worked fine, then bring it back to a store with physical damage, that looks fishy.
Another time I just simply change my mind.. Some times I had bought 2 notebooks, and only opened one.. I was trying to get 2 notbeooks for my fiance and I… ended up trying all kinds of HP and Compaq models… in the end.. The dv had a sticking up mouse button.. The manager guy finally. I shrugged my shoulders and told him the truth.. They still seem to give me deals on things… so I dunno.. Manufacturers and Retailers will not replace physically damaged products.
Places like this blog and digg and other sites are a forum where multiple stories can be discussed by a group with similar sentiments. People like to complain about stuff.
You just never really hear about them because … who wants to talk about boring good stories when complaining is so much more fun? I have worked for computer retailers more than two for most of the past 5 years to get myself through school.
I wish you all the best with your laptop and I hope that it is replaced. Having worked at Future Shop I can feel your pain. More than a few times I manager had to be brought in to authorize a defective exchange, which was promptly refused. Rather it has to do with numbers and bonuses — but they will never admit it, just like Future Shop does not track salesperson performance on Extended Warranties.
Splitting the repair cost is a pathetic gesture, but most likely an attempt to mitigate the fact that they would be giving in — which would cause an avalanche of similar events most likely; At the same time the bad PR they are getting is damage enough. Though, in their defense there are a lot of BS fraudulent claims that come in all the time — they just need a better system to filter that, as your case clearly puts you in the right. For everyone reading this, hate the company and some of the managment — but use some discretion in your hatred of the employees.
Many of them are young and are slowly having their minds and souls broken. Everyday i hear horror stories about best buy from my customers.
But as Best Buy and us having the same polices im very surprized at the experince you had. With in two days of buying it i have never seen us treat our customers with any product like that, aside from an obvious break in it A crack or a dent or something along the lines of that.
The thing that really makes me curious is the 3 week waiting time they gave you when as far as i know there depot is in Markham, Ont.
Lastly i understand that you feel like you were treated badly by the company and that shoping at futureshop is not and option. But i asure you we have much better service then what you went though. We have been in Canada for 25 years where best buy has been for 4… But on behalf of my company and my sister company I wish you luck with future purcheses where every they may be from. I am very sorry to hear about your experience and hope it is rectified with the highest of expedition and apologies.
Cheers, Chris. I had the Same problems with a HP and Circuit city and they did the same shit to me… My motherboard in my 2 year old HP and i bought the 3 year warrentys.. Sounds like its that particular Best Buy. I am a Geek Squad Senior at one of the stores and we are required to check most products before its returned.
If a notebook computer is within 14 days, and is defective, its gets exchanged. Even as an employee, that sounds really cruddy to do. Because of people pulling scams, thousands of people, before you — that is the reason you are treated the way you are.
Make sure the customer gets what they need, and that they are taken care of. I feel though, some stores lack this fundamental value. However, you claim to have had the laptop for a couple of days before the issue at hand came about — — that is really where values and morales of a company come into play either side with the customer, or side with the rules of the company. Basically I had a faulty burner, and I told them it didnt work on both my computers, I came to the store with printed logs from other users of message boards and a stack of dvd coasters that the burner caused.
The lady was nice about it and gave me a better model because the one I bought , they did not carry anymore. I had an issue with my dsl once where an update to their systems made my old dsl modem no longer work. At the time they were offering a new modem when you sign up for dsl.
I told them give me that modem for free since your tech person admits that their update makes really old modems no longer work.
Long story short, i was told no times by people but a simple google search for company CEOs and an e mail and I had them giving me personal phone calls, a free modem, an apology and free month of service. I suggest you e mail best buys CEO of customer service with this article and things will resolve very quickly. I also wonder how quick to anger you were. As cheezy as it is. You get more bees with honey…. I saw their last e-mail….
They should straight away replace your laptop and stop acting like this…driving customers away will not give them cutting edge over their competitors.. Yeah i bought a ipod 3 extended warranty. I brought my ipod in for service.
I needed my battery replaced and my center click button didnt have the characteristic click mushy anymore but still functioned. I got it back the first time with a new a problem, they head phone jack was busted so much static and distortion, and they didnt fix my center button, but the battery was replaced. I tell them to send it back with a note to fix my center button. I get it back again they fix the head phone jack but still the center button wasnt fixed. So I argue with the idiots at geekidiots and they basically tell me u can keep sending it back but I cant do anything about it.
So when i get it back they replace the battery that wasnt broken and still the center button is mushy. Basically i have to break it so it doesnt function anymore before they fucking replace it. Theyll end up sending it back to you with new problems and replace things that were already fixed the first time.
Screw BestBuy. If you want hardware from a company that backs up what they sell try Newegg. I just wanted to reply to your blog posting to agree with issues with Acer Laptops. A friend of mine has a defective Acer laptop, after 4 months of use the LCD began have a massive distorted line going straight down the middle-right. Buyers beware. I live in the states and have heard things like this alot.
They are just trying to bully you into accepting their terms to save them money. I would explain to them that failure to comply with their own warranty policies would result in a lawsuit. They want to charge for repair almost what the computer cost. That is simply not reasonable. They are just trying to bully you into going away. First mistake…. Second mistake.. Take it to a store with Geek Squad, explain the situation, anyone with any sort of technical background would be able to see right off the bat that its something a customer wouldnt have done.
Never let customer service examine electronics…thats the whole point of Geek Squad aside from repairs! For in-store claims, if the store has shipped your device for repair, you can track its shipping progress on the Repair Status website.
If you are having difficulty reaching your service provider, click here to find out how to contact us. Our customer service team is available 24 hours a day, 7 days a week to answer any questions you may have.
You can track the status of your repair online at any time by visiting our Repair Status site. Please have your Work Order ready which can be found on your receipt. Geek Squad Protection Replacement Plan. This amount is not the amount of the gift card and it is used only for customs purposes. The gift card will be sent for the original purchase price plus applicable taxes. When calling UPS, it is important to provide the account number indicated on the instruction sheet. This will prevent the shipping charges being billed to you.
Contact UPS at arrange for pick-up or go to www. You can print a shipping label from our partner site. Enter your incident. You can then proceed with printing a copy of the label. You can print your shipping label immediately online via our partner site. You can also click here to find out how to contact us for assistance.
You can follow up on a shipment by tracking your bill of lading number with UPS. Claim status updates are also available on this website. Simply visit the claim status section of this website. You will need your incident number to proceed. If you have further questions, please click here to find out how to contact us.
Yes, your gift card amount will represent the purchase price including any tax. You may want to check your junk mail or spam folder first. If it has been more than three business days since you have requested it, then please click here to find out how to contact us.
You can check the status of your Replacement Claim by visiting the claim status page. Once you ship your product back to us, an electronic gift card can take business days to arrive; a physical card can take business days via regular mail.
This can be found on your receipt. Let us know which product needs replacement and verify your contact information. Hit Submit! You'll need to ship us your defective product. We'll provide you with a prepaid shipping label; simply choose if you would like to print one or have us send it to you by mail.
Once we've received your defective device, we will send your gift card out by standard mail or email to the address that you have specified. Geek Squad Protection Total Plan. We're here to provide support for your new Best Buy purchase and help you avoid costly repairs. In the event that you need to cancel your plan we're here to help. You can cancel your plan for any reason within the first 30 days of purchase and receive a full refund by visiting your local Best Buy store.
If you cancel your Plan after 30 days you may be subject to a Service Recovery Fee. You can find detailed information in your Plan's Terms and Conditions. If you have additional questions, please click here to find out how to contact us. Getting a replacement remote is easy! Just take your defective remote and original purchase receipt into a Best Buy store to receive a replacement. You can find the nearest Best Buy store by Store Locator. If you did not book your initial Calibration when purchasing your Geek Squad Protection Total Plan, please click here to find out how to contact us for more information.
Click here to find out how to contact us for more information or to arrange a visit. Our Geek Squad Agents will visit up to twice a year to provide you with in-home support, such as: adding a new device, recalibrating your TV or setting it up in a new location entirely. If you change your email address, please remember to notify us immediately. Please click here to find out how to contact us to update the email address that we have on file.
For information on how you can redeem your HD movie rentals please click here. Geek Squad Protection for Wireless Devices. A fee will be charged if your device needs to be replaced due to accidental damage. Starting your second year of coverage, you may be charged a service fee for all claims. Please refer to your Terms and Conditions for more information. Your loss…. As far as an extended return policy, while Best Buy does not have any special policies for during COVID, all Best Buy associates are aware of and work to uphold our values, one of which is taking care of the customer.
While I cannot speak for your local store or the BestBuy customer care team directly, I can say that we try to work with every customer that wants to work with us! They may be able to offer you store credit or an exchange for the same or like item, but again, this would be up to the manager on duty at your location. I wish you the best of luck! Just wanted to throw in a few updates to your list. In terms of restocking fees, if the items are unopened packaging and original seal then there is no restocking fee, EXCEPT for activated phones.
When a phone is scanned into the system and activated using a serial number and IMEI, we are no longer able to sell that phone again and it gets shipped back to the manufacturer. However, if it is activated in a Best Buy store, there will be. Also, large appliances are now subject to a 14 day return policy, starting either on the date of delivery or when you leave the store with it if you picked it up, regardless of your rewards status. For unopened video games, it will be dependent on the manager on duty at your local store where you return.
A return for store credit will not be guaranteed past the return period even if unopened for video games. For both opened games and unopened games past policy however, they can offer to see what the trade in value would be in our system for you to get a gift card for the value, though it will be less than what you paid.
Lastly, I think the biggest hack to add would be to be kind to your stores representatives. However, if you are nice to an associate, it goes a long way. Trust me, we do want to work with you, and will do everything we possibly can.
However, yelling, swearing, belittling or demanding a different manager is either going to get you turned away or escorted out of the store. However, when I received my package and opened it, there were two limited addition movies that are no longer available in the store or online and they are now selling on other sites for double and triple what my water bottles cost me.
My water bottles are now no longer available either. Bought product online, product wrapping super loose, product inside has been tampered and is not new new. How does this get past? Do they not inspect for tampering? Updated November 3, by Kyle. Best Buy , Return Policies.
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