"I purchased 2 of these laptops. The first laptop was purchased early December from Best Buy online. Shortly after, I was having issues with the screen and mouse freezing after I open the lip. It seemed to be an intermittent issue but after a week of having it - it became more of an inconvenience. Under the impression that it was just a isolated incident I advised the CSR what I was expriencing and my full refund was provided with no questions asked.
The second laptop was purchased a week after since it was sold out at all the local Best Buy's.
YET AGAIN, I was experiencing the same issue with the screen freezing. This time, I attempted to get the issue resolved with technical support - to no avail. Not only was the issue causing me a lot of frustration but at this point in time, I had spend about 2 hours with un-help desk.
I went to the store to return the laptop. The Geek Squad would not refund me in full and wanted to charge me with the 15% restock fee since we could not "prove the issue we were experiencing". How do you prove an issue that is intermittent? Aside from spending hours on end until it occurs, they refused to give me my full refund. I dealt with 2 managers. One of which did not speak to me in person the other one stated that he would waive it only if I purchased a laptop today. SO, the restock fee could be waived at the discretion of the manager only if a purchase was made? Sounds like a bribe. Nonetheless, after spending over an hour at the Geek Squad desk, we just took the hit of $85.00. I am extremely unsatisfied with this laptop and moreso with the Customer Service of Best Buy. We will not be purchasing any future electronics here again and we will definitely share this experience with family and friends.
What's really upsetting is they will resell this defected laptop and if that consumer wants to return it, they will have to pay the 15% restocking fee since they will not be able to prove an intermittent issue - unless of course they are lucky enough to have it occur in front of Best Buy."