Best Buy
Laptop Needed Repeated Repairs and Black Tie Plan Refused Software Fix

Best Buy sold me a brand new computer that turned out to have major issues right from the get go. I returned the computer within 2 weeks and got another of the same kind (supposedly the issues just meant the computer was a dud). My new computer also had issues, but I left for vacation the next day and wasn't able to get back to Best Buy until 17 days later... 3 days past the return policy.

They would not give me a refund or an exchange and instead told me I would have to buy a Black Tie Protection Plan, which covered "everything short of throwing it off a building" (according to the wily sales guy) for $200 in order for them to fix it. After I bought the plan (stupid me), I brought the computer back in to get fixed. I was told it had to be shipped out to ASUS and would be gone for at least 4 weeks.

After it got back (6 weeks without a computer is hard), the computer continued to have problems and I had to send it out another 3 times. As a student, I spent the majority of my semester working with no computer and it never got fixed. Finally, they decided the problem was a software problem, which meant Black Tie did not cover it and I would have to buy their new plan for another $200 that covers software problems.

I spoke to numerous Geek Squad agents (I waited twice for 2 hours to talk to a manager and they refused to talk to me). This has been the worst customer service I have ever heard of; every person who wanted to help me "couldn't do anything about it" and every person who had any power of all avoided me like the plague. When I did talk to managers they were rude and didn't acknowledge at all the problems with my computer were 100% Best Buy's fault.

If you buy a computer or anything else at Best Buy, you might get a great deal and you will probably get excellent customer service. But if anything goes wrong with your product, you're out of luck.

Company: Best Buy
Country: USA

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