I would like to express my genuine, exceptional frustration, that I have experienced wi...

GetHuman-antonal's customer service issue with Best Buy from May 2019

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The issue in GetHuman-antonal's own words
I would like to express my genuine, exceptional frustration, that I have experienced with your company. Not even a year ago, I decided to finally go for a really good computer, as my Career revolves around the use of computers, and thus the decision made sense* thus, I purchased an MSI GS** Stealth Thin Laptop from you guys, at a staggering price of $*,***, with a * year protection plan. The expectations of this product and it's performance and reliability are obviously very high, as they undoubtedly should be for this price. **That being said, almost * weeks ago, my computer - which by the way is kept in absolute pristine condition - dust free, cleaned, and kept on a desk the entirety of its lifetime. Never dropped, never spilled on, never bumped, scratched, shaken, nothing - out of nowhere, during completely normal operation (no crazy programs, no coding, no virus or other sort of systemic software infiltration, nor any hardware damage) just shut off out of the blue, and ceased to turn on or show any signs of life. I swept the web for solutions, but at the end of the day, decided I wouldn't touch or do anything to the computer, and should just bring it in to Best Buy, and let you guys handle the situation. A decision I sincerely regret - as my experience was beyond, beyond unacceptable. **Arriving at best buy's geek squad, I expressed the situation I was experiencing in a very candid, calm, normal demeanor. Not angry, not frustrated - nothing of the sort, it was a (for all intents and purposes) "pleasant" interaction. They tried a few simple fixes, in vain, only to conclude that it must be "sent in". I proceeded to kindly ask to speak with a manager. Now, as I mentioned previously, my Career - the entirety of my income that myself, and my family, depend on - revolves around the use of a computer* I expressed this in great detail to the manager, and was given the following response, as close to verbatim as possible... **) A rush will be put on fixing the computer, as I cannot just go without it (my only computer), and it will take (not SHOULD, I was told WILL) * to * and a half weeks to back. as opposed to the normal *-* weeks, due to the urgency of the situation. **) Promised a special request for it to be scrapped, and my money returned to me, would be put in - a situation I was told happens "all the time", and "shouldn't be an issue", if it's not a "simple" fix. I was keen to this option, as I was told it was very doable, and after spending such a significant sum on a computer, I didn't want a lemon. **Where do I begin. My experience was far and above the absolute worst experience I've had with any company, especially having been promised multiple times and reassured, that the above stipulations would be met. A week goes by, I don't expect anything, I know that typically it's always the end of the time frame given, so I patiently waited. No problems yet. A week and a half goes by, so I give a call, in which I'm essentially told nothing other than to check the progress online at whatever link I was provided. It hadn't even been shipped out at that point. **This was only the beginning of the unbelievably frustrating, misleading, unacceptable experience I would soon have. I went back into the store, expressed the urgency, trying to get it taken care of as I need it for my company, trying to get some sort of update, to no avail. * Weeks go by, * weeks go by, and the computer had only reached the second of the ** step process. Thus, I was left with no choice but to buy another computer (just an inexpensive one, that would function as a transient piece of machinery). **At this point, I was livid, but respectful nonetheless. It took FIVE. Yes, FIVE weeks for me to get my computer back, and when I got home from a business trip, I received news that my computer was "ready for pickup". An already incredibly unacceptable situation, would soon devolve even further. **Upon arriving at Best Buy, I was told the entire motherboard, the screen, and a couple of other parts were replaced, as they completely failed and were nonfunctional. This is a MASSIVE fundamental flaw with the functionality and integrity of the computer. The manager I requested to speak with agreed with me completely. Profusely apologizing for the experience, the failure for every single thing of what I was promised etc etc. but I'm not okay with "I'm sorry", in such a situation. This seriously brings to question the quality of the computer. SEVERAL, fundamentally vital components of the computer, failed. Quite clearly, and unquestionably unacceptable in a computer I have had for such a short period of time, taken great care of, and paid $**** dollars for. It is a lemon. **Not only was I blatantly lied to, told false information, brushed off at every step, but I was given absolutely zero customer service efforts, or care of my situation and the timeliness needed - not to mention, the computer is seriously faulty. I feel extremely upset with my experience with best buy, all around. I have always shopped at best buy, but that will ***% change, if the situation is not rectified in a proper manner. I took the computer home, to give it a second chance, but it does not run the same. It just does not. All I ask, is that I come give you the computer, and I receive a refund for a faulty product. I would sincerely hope that as a corporation, and a company that should care about their customers, could at very least fulfill this request. I don't want to stop shopping at Best Buy, but if this is just brushed off, that is absolutely what I'll do. I feel very disrespected, not valued whatsoever as a customer, and just in dismay about the outright terrible service and complete lies I was told. I'm not here to throw anyone under the bus, just to be fairly treated and given a refund for a product and experience that I should never have had to go through.

GetHuman-antonal did not yet indicate what Best Buy should do to make this right.

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Best Buy

Customer service issue
Reported by GetHuman-antonal
May 19th, 2019 - 2 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 10429 others
0 customers following this

Timeline

GetHuman-antonal started working on this issue
May 19th, 2019 3:22am

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