Best Buy - Laptops

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Tyler of Clearfield, UT November 10, 2009

I have been planning on purchasing a new laptop for a couple months. After having done my due diligence by researching the different brands and models available I decided that the HP DV6-1352 was the laptop for me. I felt it offered a great name with all the spec's that I needed. This laptop was being offered through Best Buy for a price of 549.99 which is the best price I found.

On Tuesday November 3rd I went to the nearest Best Buy that had the laptop, located at W 2100 S in Salt Lake City UT to ask a couple questions about the laptop and see it in person. While there I asked the computer specialist if there was anyway I could get an additional 10% off the HP DV6-1352. He responded by saying that if I were to put it on a Best Buy card they would be able to offer 10% off. I explained that although I wasn't ready to purchase the laptop just yet, I would be returning on Thursday November 5th to purchase the laptop.

On November 5th I called around to a couple different local Best Buy's and they all confirmed that the 10% off was being offered on purchases placed on a Best Buy card. Later that evening I returned to the Best Buy located on 2100 S to purchase the laptop. While there I found out that they no longer had that laptop. I then asked if they had any that had been optimized (a service offered through Geek Squad that removes all unnecessary programs from booting with the computer and installation of an antivirus software). They did have one but explained that I would have to pay an additional 70 for the optimization. I explained that I didn't necessarily want that service or pay for that service and asked if I could just get it for the original price of 549.99.

The store manager explained that he would be happy to undo all the optimization, thus returning the computer to its original form and then sell it to me for the 549.99, I would however, have to wait an hour for him to perform the work. This didn't make sense to me....spend 1-2 hours optimizing this laptop and then another hour undoing all that work just to sell it for the same price. The manager didn't seem to see it the same way I did. We finally came to mutual ground and we agreed that I would pay an additional 20 or in other words 569.99 and I could have the computer. I was more than happy to do that. I then went over to apply for my Best Buy card to receive an additional 10% off.

I returned to the check out stand where The manager was waiting to assist me. I inquired about the 10% off and he said, "That only applies to late model laptops with XP as the operating system". I explained that I had been told differently by a couple different Best Buy employees but he didn't seem to care and by this point was quite frustrated and very short with me. By this point I had had enough and purchased the laptop and left the store.

That evening the laptop was working great and I was happy with my purchase. The next morning when I booted up the laptop I began to notice problems. On Friday November 6th I called HP and spoke with their service department for 1.5 hours and after not being able to resolve the problem they recommended that I return it to Best Buy.

I called a Geek Squad member at the 2100 S Best Buy location to see what I should do. The representative said based on the error message I was receiving it was a faulty hard drive and to bring it in and exchange it. Because they did not have that laptop any more he recommended that I exchange it through the Jordan Landing Location located at Jordan Landing Blvd West Jordan UT (which is 45 min from my home). He called the Jordan Landing location for me and verified they had it. I then called the Jordan Landing store to verify for myself that it was there and they confirmed that it was.

I later called and explained that I would not be able to pick it up that day (Friday the 6th) but would be by Saturday the 7th. The employee I spoke with said he would make sure it was taken care of.

On Saturday the 7th of November I went to the Jordan Landing location. Shortly after I arrived I realized there was going to be a problem. The employee I was working with looked for about 10 minutes for the laptop set aside for me and could not find it. This wouldn't be a problem normally, however it was the last one they had and I had just driven 45 minutes to pick up a laptop I was told was being set aside for me.

I asked to speak with the manager. She wasn't much help and I could tell she was becoming more and more irritated the more time I spent with her trying to come up with a solution. She also was very short and rude and I don't recall her apologizing once about the whole ordeal. One solution she had was to have a laptop shipped from the Boise store, which would take 3-5 days, and then have me drive another 45 min to her store to pick it up. I explained that the reason I bought it Thursday is because I needed it Thursday and not 7 days later. The next solution given to me was to find a comparable laptop and exchange it for that.

One of the computer specialists assisted me as we looked for a comparable laptop. He talked me into taking a Toshiba model # L505-S5990 which retails at 529.99. He also offered to upgrade the RAM from 3GB to 4GB (which is what the HP has) and refund the difference of the laptops. I agreed to take this laptop as long as he would allow me to exchange it for the HP if I didn't like the Toshiba. He agreed to let me exchange it at a later date if needed. 3 hours after arriving at the Jordan Landing Best Buy I was finally leaving feeling like I had settled for something I didn't necessarily want.

I have now had the Toshiba for 24 hours and have enjoyed it so far. What finally put me over the edge and the main reason I am writing this letter is because now that I have done research on this Toshiba I realize that it is a 32 bit operating system in difference to the 64 bit. The problem is that a 32 bit cannot use all 4GB, it can only use 3GB according to Toshiba's website. So the extra 1GB of RAM that was installed is not effective and I can't even use it. The Toshiba can be upgraded to a total of 8GB of RAM however it must also be upgraded to a 64 bit operating system. I checked my system properties to see if they had done so and it is still a 32 bit operating system with 2.87 GB of RAM available.

I find it hard to believe that the Manager over Geek Squad who was assisting me that evening didn't know these facts. I feel what they did was unethical and dishonest. I feel like I have been lied to and cheated. It seems they were doing anything to get me out of the store even if it meant lying to me. Because of this experience I never plan on shopping at Best Buy again. I feel that Best Buy needs to improve their customer service training because both stores I have dealt with have treated me poorly and even lied to me.

On Monday November 9th I have spoken via phone with the same lady I worked with on Saturday at the Jordan Landing location and she is now telling me that there was a discrepancy in their inventory and that they might have the HP for me after all. There is a HP on hold for a gentleman that they believe already picked his laptop up, making the one on hold mine. She is still looking into the problem and promised me a call back by the end of the night. I never heard back from her on Monday.

On Tuesday November 10th I called to follow up on the situation due to the fact that the manager did not call on Monday. She said the gentleman has still not called to say whether the HP on hold is his, or if he already picked his up. I asked her to go ahead and have an HP shipped from the Boise store instead of waiting for this guy to call. She said she would call once the laptop has arrived to her location. She also offered a 50 gift card to Best Buy to compensate for the headache this has caused me and their dishonest procedures. I have wasted an estimated 8 hours of my time trying to resolve this issue.

Although I don't feel like 50 is much compensation for having spent an extra 8 hours of my time and being lied to, I don't believe they will offer anything else. I will never shop at Best Buy again. I have filed a complaint with 888-Best-buy and plan on mailing a copy of this letter to Brian B., the GM of the Jordan Landing location. I also plan on filing a complaint with the BBB, and other consumer protection agencies that I see fit.

Karen of BENTONVILLE, AR November 8, 2009

I shopped for months for a laptop. I finally chose Best Buy. I bought a Studio and loved it. Only, after 4 months, the hard drive crashed! I took it to the local store. I had to pay 130.00 for virus removal. They checked it out and sent it off. It was gone about 6 weeks. The hard drive was replaced, but itmes such as anti virus, microsoft works/word, cozi organizer, and dell doc were not re-installed. I didn't know that, till I got home.

I made numerous trips back and forth to the store in order to get my laptop back to it's original format. Oh, they also wanted 250.00 to back -up my old hard drive before installing the new one. And it was still under warranty! I declined that offer. I still havent re-installed my anti-virus. Geek Squad offerred to do it for me, for 29.00.

I am very dissapointed with Best Buy. I will never purchase a laptop from them again, and would not recommend them to anyone who is shopping around! I am also required to pay, again, to have the geek squad come out and set up my printer and file share. That would cost me another 149.00. I paid for that once already, before my hard drive crashed!

I paid almost 800.00 for my laptop. BB has high pressure tactics when it comes to extended warranty. Regular 1 year manufacture warranty really dosent cover much! I refuse to pay them 29.00 for re-installing my antivirus. I feel that should be done for free, after all they have put me through. I also refuse to pay for the geek squad to come to my house, and set me up again, for another 149.00.

While the customer service is somewhat acceptable, BB is outragious with there additional service charge prices. I never even had a chance to download anything new, use my dvd burner, or cd player, and I dont understand why I have to pay for additional service, when my hard drive crashed. It never should have crashed in the first place. If I could take my laptop back to the store for a refund, I would certainly do that, and never go back to BB again. Also, their 14 day return policy on laptops is rediculous!

Eva of league city, TX October 26, 2009

Bought a computer at Best Buy on August 19, 2009 for my daughter to use in college. Two weeks after the purchase, she began to have problems. She took it in and she was told it was a hard drive issue and it would cost 300.00 to fix it. I told her to bring it to the store in which it was purchased. They also wanted to charge her. She then brought it back again and again. On the 18th she was charged 30.00 for an adjustment, they said. The last time we took it in was on October 19th.

Two months after the initial purchase. The geek squad attendee, ran quick test and showed me where it showed the possibility of 35 issues with the hard drive. I had to pay an additional 129.00 plus tax. I was not convinced that paying them an additional amount was correct after paying 600.00 for the laptop so I went back to the counter and spoke with Marrissa. She looked at ALL of my paper work and told me that I had received a defective computer and needed to be given a new one.

She said they were out and to come back on Sunday, October 25th after 2:30 to receive a new laptop. She was not there and Mr. Vasquez refused to honor what she said and told me it was viruses because that is what they put on the work order. All of a sudden what they said on the 19th was totally changed.

I went ahead and picked up the laptop because my daughter needs it but I was surprised by the outward denial from what I had been originally told. I signed the form that I received it but where it said I was satisfied, I wrote in that I was NOT satisfied. While there, a gentleman stepped up and said he had been overcharged for a video.

ARSHAD of Monterey, CA October 23, 2009

I am student in NPS for 11 weeks only. I purchased an HP Pavilion Laptop worth 549.99 from Best Buy on 22 Oct 09 against voucher number 0521827. The sales rep while giving me receipt also deducted additional 45.38 as Tax and 16.00 as recycle charges thus total making 61.38 just as Tax.

I informed the staff that I am an International Student and would leave with the product after just 5 more weeks and these both taxes are not applicable to me. But the sales rep said you will get both the taxes on the Airport.

Despite my repeated requeted the gentlemen was unable to give me any receipt or voucher as per the same I can be eligible to return of my money while leaving the coountry. Can anyone help on this issue please? I do not know why these stores do not make this procedure simple and convenient for customers as the case in UK for VAT return. Thanks

Mary of Hartsville, SC October 10, 2009

Recently I bought an HP laptop Computer from BestBuy in Columbia,SC. The salesman said that I would need security software downloaded by the Geek Squad and that it would cost 99 extra. I agreed since my home computer was just about destroyed by a malicious virus. I didn't mind the wait even thou it took an hour and a half longer than what they said. I felt it would be worth it.

When I finally got it home the screen image was terrible and I couldn't change the font to a better more readable image. In other words it was very poor quality screen image. I bought the laptop on Friday and on Monday I returned it to BestBuy in Florence, SC.

I was charged a restocking fee of 75 that I was not made aware of when I bought the computer and not only that still had to pay for the security software that they downloaded onto the laptop. Had I know all this before I bought a computer at BestBuy I would not have taken a chance, but I felt that I was dealing with and honest company. I ended up paying 175 for a computer that bestbuy has back in stock. I have mentioned this to severaly people and they cannot believe that BestBuy would do this to their customers.

I called a manager in Florence where I returned it and they said sorry but it was store policy. I then called Columbia and talked to a salesmanager there and they said again it was store policy although it is illegal in some states. I feel totally ripped off and. I can't afford to lose that kind of money. I will never set foot back in another best buy (not even to spend the gift card Columbia sent me); and I will definitely let everyone I know how store treats it's customers.

I lost 175 plus the emotional stress it caused me. I've been through cancer and a stem cell transplant so I'm use to emotional stress; but, Americans really are headed for even worse times when they get lured into stores just to be taken advantage of.

Robert of Brighton, MI September 18, 2009

On 3-27-2009 i brought a HP laptop computer from Best Buy in Brighton, Mi.I paid 479.00 for it.On 4-27-2009 i took the HP back because it completely stopped working.The associates at Best Buy told me it was dead that they couldn't even repair it and there was nothing i could do because the 14 days was passed. I complained so much that they said they give me another buy they didn't have or carry the HP anymore. So they gave me a Compaq that was cheaper, but they charged me 100.00 to transfer my data to the new computer.It is now 9-18-2009 and the power pack went out and they now told me its not under warranty and basically i have to buy a new one for 150.00.

Vic of Newark, DE September 17, 2009

I did a pre-paid purchased on HP latop that was on sale in the weekly ad on 9/10/09. I received the reipt and the order number from the cashier. He said it will tke 5 days. On sept 15th, I called the store to see if the latop had arrive to the store. I was informed by the employee on the telephone that she could not find my order. The employee said she would send email and text to the managers of the store and someone would get back to me. WELL, I did not hear so I call back to the store;I was informed by Neil a manger that I would have to drive to the store and bring the receipt. OK. Get to the store; takes his time getting to me.. I give him the receipt he goes to the computer/cash register to look up the order,he say Oh I can'y find in here I have to go in the office to look for the order. He finally comes back and said the he could not find the order, the store does not haver any more of the advertise HP latop and no other stores in his district has the computer. He said I can give you your maoney back. I explained to him that I wanted the computer that was advertise in the weekly advertisement. He said the only store was in PA and he could not get that one. By now I am so mad. I feel as thoght they drop the ball on my order. They had my money for 5 days and no product to give me. THIS IS UNACCEPTABLE! I WANT THE LAPTOP! I sent email complaint on the BEST BUY website but, I did not hear back from them. PLEASE HELP ME!

Kay of LaGrange, GA September 14, 2009

I am a single mother. My son purchased a 400 laptop from these crooks. Less than 30 days later the device is defective and they will not honor it! They claim that they have a 14 day return policy - that is it. And that he didn't purchase the 129 extended warranty - so they won't do anything about it!

E of S.I., NY August 27, 2009

I wanted to buy a new laptop. In the store i selected a laptop from the display, the sales man stated they had just run out of that item and showed me another, suggesting that it was a equal product. I paid cash because i dont use credit cards. when i got home i found out that the USB PORTS, CD/DVD drive and sound didnt work at all. I returned it to the store. The sales lady stated to me that i was the second person that day to return this exact same laptop.

Then the sales man tried to get me to select another one, when i stated i wanted to get a refund in cash he refused stating that they do not refund cash over 250. And i would have to take a credit or wait 90 days to recieve a check, when i voiced objection to the 90 day policy he stated "I said 9 days why dont you open your ears". i felt mistreated and abused. i asked to speak to the manager and was told he was not around. i left the store with a credit and stated i would return the next day.

I returned the next day to see the manager and was told "He's Not around; the assistant manager showed up. i stated i had no intrest in buying anything from them and wanted a check refund if they were not going to refund cash, stating also that if i had been told that before the purchase I would have done business elsewhere,

at that time a police officer entered the store stating that the manager had called, and was asked to leave the store, i explained what had happened in the store and that i felt this was a case of fraud and was sure this was a criminal act and wanted to file a report as such, the directed me to the civil courts of the township. the verbal abuse was damage enough

Philip of kirkwood, MO August 23, 2009

A week ago I bought a Toshiba netbook as a gift. I watched the recipient open it and turn the netbook on. the computer would not work as the screen looked real funny. I took this netbook back to the best buy store that I got it at along with the box and all paperwork. my intent was to exchange it for another. I was tolk that the screen was cracked and because the box was undamaged they were not going to do anything. The megamessage was that because the box was undamaged then I must have broken the screen. Never mind the fact that the case to the computer was also undamaged.

They suggested that I contact Toshiba to see how much it would cost for me to fix this machine. The individuale stated that the people at Toshiba would tell me the same thing that the screen must have been damaged by abuse. I contacted Toshiba who provided me with information on how I could have this netbook repaired under warrenty.

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