Best Buy Stores
Refused to Exchange Defective Laptop 18 Days After Purchase

I purchased a laptop from their store on 02/06/09. 18 days later I returned to the store with it because it is having issues. It will give me error messages and low memory messages even when all I am doing is checking email.

When I returned to the store with it they had a Geek Squad member verify that there is a potential problem with it. The rep explained to me that there is a potential problem with it and that we would need to work out a refund or exchange.

I told him I wanted an exchange. He told me they were out of stock on that item and that I would have to pick out a different one. After picking out a different one we proceeded to the customer service counter to make the exchange.

The manager declined to make the exchange. She stated that I would have to send the item to the manufacturer to be repaired. I told her I was not interested in having a 18 day old laptop that needed repaired and I felt that an exchange was reasonable.

Best Buy states that their return policy is 14 days on laptop. I feel that is reasonable when you are talking refunds. At the 18 day mark a customer asking to exchange a product that is defective should not be unreasonable at all. Most other retailers would do it so why won't Best Buy?

I have filed a complaint with the BBB. I will probably never shop at Best Buy again.

Company: Best Buy Stores
Country: USA
State: Minnesota
City: Oakdale
Address: 8301 N 3rd Street
Phone: 6517391899

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