Best Buy Complaint - Buyer Beware, not all is refundable
MESQUITE, TEXAS -- In my case, I believe that Best Buy has profited from the mistakes of their sales personnel and Geek Squad personnel at my expense.
For a bit of background: I am self-employed, working from my home. I use AutoCAD and Adobe Reader every day. I had a computer crash and decided it was time to replace my old computer rather than having it fixed again.
I went to Best Buy in Mesquite, TX for three reasons: I would get terrific customer service, I would get direction on what would work for me and I've always been happy with Best Buy in the past. I told the sales person it has been over 10 years since I bought a computer from a store, I needed my computer for work, I used AutoCAD 2006 and Adobe Reader Professional, I had been warned that Windows 7 had compatibility issues with older software, and I couldn't afford to replace those two programs. I repeated this several times as I wanted to be clear on the issue. I also told the sales person my budget for a new computer package which included a new monitor ($1200.00). In addition, I needed to transfer specific files and settings from my old hard drive to the new computer.
To make a long story short, a computer was recommended, I went to the checkout. The bill was about $200 over my budget, but I went with it. I left the newly purchased computer, the old computer, and a sheet where I specified what I wanted transferred from the old computer with the Geek Squad section of Best Buy. My husband was to pick it up next day after work.
Next day my husband picked up the computer (another 120 mile round trip). When I got the computer home and tried installing my software, I found that neither AutoCAD 2006 nor Adobe Reader Professional worked on the computer. I did research on the Internet. I found that if I had been sold Windows 7 Professional instead of Windows 7 Home Premium, I would at least be able to install Virtual Machine to allow my older software to work. The older software was NOT compatible with Windows 7 Home Premium. This was not conveyed to me at the time of the sale. I had specified what I needed so that I could go home, set up, install and get to work.
In addition to that, I had requested that three folders from my old computer be transferred to the new computer. That didn't happen. (Best Buy at least made that part right with me. They redid the transferal of the folders I wanted, even though this transferal was done in a manner that caused many lost files.)
I took the computer back to Best Buy. First it seemed like they were not going to take the computer back. Then when they agreed to take it back, I was told they wouldn't take back the software I'd purchased extra on their advice (Microsoft Office and Kaspersky Anti-virus). They wouldn't refund the cost of making a restore disk (for the computer I was returning). I don't understand this last bit because I didn't keep the computer and the restore CD would work with the computer when they sold it again. I guess I was naive.
I was charged $.99 and $19.99 respectively for:
"9779158 ask an agen
ask an agent product"
"9779167 ask an agen
ask a agent 6 month"
Both of the items in quote marks are directly from the receipt I have. I requested neither item and was not told I was charged for them or what they were. These charges were not refunded.
When I wasn't satisfied with the situation a manager got involved and he told me, as an excuse, that they don't load Windows 7 Professional. Windows Home Premium is their standard. My response was, okay, so I needed an upgrade. Why wasn't I told this so I didn't waste three days trying to make a computer work that didn't work? The manager acknowledged that I should have been told this. However, he didn't offer to refund any part of the service I couldn't use. To me it doesn't seem right that they profit from their own mistakes!
In the end, my refund was short $444.69 of what I'd paid them. I feel I was used, that I wasn't given the correct information, and that their customer service was a lot less cooperative than they could have or should have been. Okay, if they can't resell the Microsoft Office, which I can't use now that I didn't buy that computer, then refund me back their profit at least. As stated above, it doesn't seem fair that Best Buy profits from their own mistakes. In the case of Microsoft Office, they sold me something that was for working with the new computer. I neither needed it or wanted it for my old computer.
It was an expensive lesson. I will not go back to Best Buy ever again. To me it seems that since Comp USA and Circuit City went out of business Best Buy is much more arrogant and a lot less customer service friendly. I was really, really disappointed with their customer service and their sales representative I was even more disappointed with their manager.
Buyer, beware, Best Buy is not what it used to be. Then again, maybe it is the Mesquite store versus the store I used to go to in Peabody, Massachusetts when I lived there. Whatever it is, I am done with Best Buy.