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New Member
Posts: 4
Registered: ‎09-15-2014

Poor Technical Advice

After checking out just about every tower in a 30 mile radius, we decided to take the advice of the salesman and bought an 

Asus - Desktop - Intel Core i5 - 8GB Memory - 1TB Hard Drive - Gray, 

  • Model: M32CD-B07
  • SKU: 481930

He was (or WE WERE) that he could put his old video card in the new one.  This was important b/c 1) it was his birthday yesterday, and 2) being able to upgrade was the reason we bought it.  Well, THAT didn't work out; the power source can't handle a better video card.  How exciting to get a new computer, set it up and not be able to use it on his birthday.  I LOVE Best Buy; I can honestly say that we've bought all of our computers, TV's, Blue-rays, everything from Best Buy.  I'm so disappointed that despite knowing what we were doing, not one person said, "you can't do that with this computer".  We aren't talking a high-end unit, just one that he could gradually upgrade.  Very disappointed in Best Buy and its service.  It looks like it'll be returned and we'll go elsewhere.  Lord, I feel like I'm cheating on Best Buy.

Trusted Member
Posts: 77
Registered: ‎12-15-2008

Re: Poor Technical Advice

Sorry to hear that it didn't work out. A few things…

 

 

Did you bring them the old video card, or did you know the make/model of the old video card?  Did they know the interface of the video card?  If you didn't bring it in or tell them the model of the old video card, then the question "will this video card work in the new one" is kind of impossible to answer. Then again, they should have asked you before selling you the computer “what video card are you trying to use with this computer” instead of telling you that it would work. Based on your story though, it sounds like whoever helped you didn’t have the technical knowledge to engineer a solution for you. Or details were left out on your part, or they didn’t ask the right questions. Maybe they figured, “well its standard ATX size, motherboard has an available slot for a video card so it will work”. Or maybe they just forgot to mention the power supply requirement. I don’t know.

 

 

I don’t know anything about the person who helped you, so I can’t say who is right or wrong or whatever, but a typical sales person isn’t going to know anything about the current wattage of the power supply inside of a computer unless they open the case or research it. Then again, they aren’t going to know what wattage you need unless you can provide the video card information. Wattage information isn’t usually listed or advertised in retail stores.

 

 

Yes, you are correct. The power supply will not handle a video card. In fact, power supplies that are sold in most typical computer brands (if not all) will not support most video cards that people want to use. Now if the video card is crap (not high end or medium end), it might work with the stock power supply. You can search every tower in a 100 mile radius and I can tell you that if you are buying a brand new typical name brand computer, and if there isn’t a video card in that system when you buy it, 10 times out of 10 you’re going to have to upgrade the power supply anyway if you want to install a video card. Unless it is custom built or something. Most power supplies in systems with no video cards are stock around 300w or lower because there aren’t many components inside that it needs to power. Again though, they probably should have told you this or someone else should have helped you, but then again most people don’t need to know all of this to sell someone a computer.  

 

 

No one said “you can’t do that with this computer” because you can, and you can gradually upgrade it too. It just depends on what video card you are trying to install. For your video card, you need to install a power supply as well. Again, they should have mentioned this. I don’t know what video card you’re using, or the status of the old system, but if the old power supply still works, just install it in the new system with the video card? It will probably fit in the new system and that should work fine.

 

 

It could have been an honest misunderstanding. Then again I don’t really know the details. Anyway, try the older power supply in the new system and see if that works, or just buy a new power supply because no matter what computer you buy from any vendor without a video card the wattage will be too low and you will need a better one.

New Member
Posts: 4
Registered: ‎09-15-2014

Re: Poor Technical Advice

Hi There,

 

Yes, we made a few trips to the store and talked about what we were hoping to do.  We absolutely gave them the model of the video card that we would be swapping or disabling; we would be using his GTX650 and were told it was okay.  In fact, this is why we went back several times to ensure that there was no misunderstanding about the expectations.

 

I genuinely love Best Buy, but we spoke to numerous staff, a few more than once, so I feel comfortable saying that the advice we were given wasn't very good and wasn't due to misinterpretation.  Believe me, if I mess up in any way, I take responsibility, but now we're returning it and we'll just keep looking.

 

And thanks for your response, too.

Trusted Member
Posts: 77
Registered: ‎12-15-2008

Re: Poor Technical Advice

Oh wow... sorry to hear about that.  I love Best Buy too, but I can definitely understand why you feel the way you do now.  I would feel the same.  The GTX650 should be a no brainer that it needs a different power supply than stock.  Good luck!

Posts: 2,770
Topics: 49
Kudos: 203
Solutions: 118
Registered: ‎11-30-2015

Re: Poor Technical Advice

Hello gaugesen,

 

Happy Belated Birthday to your son, and welcome to our online community! I’m sorry that ASUS i5 tower didn’t work out for you, and he wasn’t able to play.

 

Noob was correct in stating that most computing towers if they’re not gaming specified the power supply would need to be updated with something that can route more juice to the graphics card. With some help I was able to see that your graphics card requires a 400 watt power supply at least. I apologize that this wasn’t specified to you, and has caused disappointment for you and your son.

 

Thank you for clarifying with Noob about your experience. On your behalf I’ll be documenting your feedback, and providing it to your local Best Buy as training opportunity. We wouldn't want you to purchase else where, have you considered purchasing gaming tower instead? We have a wide assortment on BestBuy.com that can be shipped to your home for free.

 

I’m unsure what other criteria you were looking for, but if you provide me more details I’d be happy to make a recommendation for you. 

 

Best Regards,

 

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-15-2014

Re: Poor Technical Advice

I privately messaged you because I thought that it was best.  But I appreciate you (and Best Buy) and will hopefully continue to be a faithful customer.  Dealing with the public is never easy, especially when the "public" is complaining.  I worked at a call centre for 4 years and believe me, i "get it".

 

Have a good rest of your day!

 

Thank you!