I bought an ASUS laptop, fairly expensive for school and personal use on-line from Best Buy. After 2 weeks i started having problems with it - intermittently shutting down on its own, non-responsive mouse, blue screen, and finally a fatal disk error. The fourth week i brought it into the Vallejo, California store to exchange it but it was "over 14 days" and was told by the manager, Max S, that it would be repaired but not exchanged nor given store credit for another type. not very satisfactory since i'd barely used it for 4 weeks and already having problems. Since i could not complete assignments i had to withdraw from school (for now) which did not set particularly well with me, but they were very clear about their policy.
After about a week i was called to pick it up and to bring in my 'recovery disk'. well i did not have it because i had tried to load the disk (backup/recovery) but the computer would quit half way through and despite numerous attempts with different disks was unsuccessful. when i went the next day to pick it up and told them i did not have the recovery disk and why i didn't, i was chastised for not having it(???)and for not bringing it in earlier for them to load it on my laptop!
They then informed me that they would not load the operationg system on it (which i had paid for to be on the laptop) and i would have to go through ASUS to get it. i was told it would probably cost me to get it. I stated that i expected my laptop to have everything that had originally been on it when i bought it and they said it wasn't their issue. it was between me and ASUS and they had done their part! Really? did i not give the money to Best Buy? I did not purchase it from ASUS direct but from Best Buy expecting them to take care of their customer. Apparently i misunderstood what 'customer service' is. i refused to accept it until it was back to the original condition i paid for just 6 weeks ago. the manager, Max S, said "fine, we'll hold it for you" and walked away.
I am appalled by how poorly Best Buy treated a customer. You would expect that since their new computer had *** out on me within a month and were also aware of the impact it had on my schooling, they would be interested in providing good customer care. Instead, they could care less. I plan on writing to their corporation to see if i will get any response. If not i will certainly never buy their products again and will make it my mission to bad-mouth Best Buy at every opportunity.