This is copy from the email that I sent Best Buy:
I am writing to you as a long time customer of Best Buy. Although I would not normally take the time to write to corporate, it seems that I have no choice.
On March 15, I purchased a laptop computer on-line and opted for in-store pick-up. This order came packaged with Trend Micro-Titanium Internet Security. I paid $584.36 with tax.
The computer worked fine until about two weeks ago, when I started having problems with the touch pad freezing and the cursor disappearing. I assumed it was user error (perhaps I was going to fast) and did not think much about it until April 21, when the touch pad stopped working altogether. After several re-starts, the computer stopped booting up altogether. I determined, after some research, that this was not an uncommon problem with this particular model of laptop and that it was a manufacturer's defect.
Today (April 22) I brought the computer in to Best Buy.
Prior to bringing the computer in, however, I did a little research concerning consumer rights here in *. Although Best Buy's return policy clearly states that it is 15 days, regulations state that "a store's return policy does not apply in the case of defective goods." Therefore, the 15 day return policy does not apply in this instance.
I explained the above to the acting manager, but only after he initially denied me a return or exchange. He then left to consult with the GM who was at home. When he returned, he informed me that the GM had told him that the above only applied products that caused injury to persons or property. This is untrue.
While product LIABILITY statutes address the GM's point, * statutes states that a product must "work as intended for a reasonable period of time."
Simply put, Best Buy's current return policies do NOT comply with state statutes and regulations.
The acting manager, of course, insisted that he could not go against his GM's orders.
Ultimately, I had to leave the computer with the GeekSquad technician. (To add insult to injury, I was told I would have to pay a fee to have my data backed up! Obviously, I balked at this and the AM relented.) I was told that if the GeekSquad tech could not fix the computer, it would be sent back to HP to be fixed, and that this could take upwards of THREE WEEKS. I might add that I use this computer for work and CANNOT be without a computer for three weeks. I will also add that according to the Attorney General's Office, BOTH the manufacturer AND THE SELLER bear responsibility for remedying a defective product problem.
I will now have to purchase another computer in order to be able to work. You will be unsurprised, I'm sure, when I tell you that this purchase will not take place at Best Buy.
I AM NOT A HAPPY CUSTOMER. I have spent quite a bit of money at Best Buy over the years, most recently (2) a laptop for my son, and only Thursday I bought an iPod Nano. I had planned on buying a flat screen next month as well as an external hard drive for my son.
I want you to know that I have today filed complaints with the Attorney General's Office's Consumer Protection Division as well as with the Better Business Bureau. My next step is to write reviews on Yelp and any other review sites.
You have, unfortunately, lost a customer. You will never get a single cent from me again.
Although I understand that return policies are put in place to protect a business, selling a defective product and refusing to stand behind it is reprehensible. I have been a good customer for many years, and your policies and treatment have made it quite clear that you do not care to keep a satisfied customer.
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