Best Buy & Geek Squad Policies

[tsf8040]

On 11/16/08 I went into Best Buy in Greenwood,IN. to purchase a laptop. I had looked on there website for one that would be good for me and help my granddaughter learn more about computers. I checked out the outlet store also.So with printouts in hand I asked about a 3 different ones.I told the sales person I wanted bluetooth enabled. She informed me,out of the 3,the Sony VGNNR498E/W was bluetooth enabled. They had one which had been optimized,check and all the free trial things removed by the geek squad,which was an extra 59.99. I took it,got a bluetooth mouse,bag and went home to use it.The laptop would not recognize the mouse. I called Sony,I was told  IT WAS NOT bluetooth enabled! On 11/18/08 took it back for a refund.They refunded all of my money but the 59.99 because the laptop was NOT DEFECTIVE as per Emily the service manager. After 20 minutes of talking,even thou I was told wrong,I could not get my money back,in store credit,nothing.The only solution she had was for me to spend 32.00 more for a bluetooth adapter.I was not told if I returned it I would loss 60.00!!  So I will call the attorney general and Sony to see what options I have to get my money back. Best Buy you lost a good costumer

[John-BBY Community Connector · Accepted solution]

Hello tsf8040,

I’m very sorry to hear about your computer purchase experience.  Best Buy® BlueShirts try to make the best product recommendation based on our customers’ needs.  Whether the associate with whom you worked mistakenly provided incorrect information or the product specs given by the manufacturer to us were wrong, the upshot is the same:  you didn’t get the product you thought you were purchasing.  I’d like to outline the applicable part of our return policy and then offer a resolution that I think you might find satisfactory.

Best Buy®’s return policy doesn’t allow for a refund of services rendered as they are labor charges.  If the service is successfully completed ), then the fee would not be refundable.  Service fees can be refunded only if the service is not provided.  In your case, the optimization was completed and that’s why the store didn’t offer you a refund.

Please watch your inbox for a private message from me.  I have an offer for you that might help resolve this situation in a happier way.

I’m grateful that you took the time to make us aware of your experience.

Sincerely,