Best Buy
Reviews and Complaints

I purchased a Gateway MX6956 computer on 11/28/2006 from Best Buy #302 Skokie, ILL. The unit worked without any problems until August 2007 when the Sprint Mobile Broadband PCMCIA card failed to power up. However, the same PCMCIA card as well as the Sprint Mobile Broadband service do work in my Toshiba notebook computer. I worked with Sprint Technical Support and Gateway Technical Support and it was determined that the computer would have to be returned to the Best Buy Store for service. I returned the computer to the store three different times for service. After each time I returned the computer it was out of service for 3-4 weeks, I was then informed that the computer was ready to be picked up and no trouble was found. However each time I returned to the store to pick up my computer I brought the Sprint PCMCIA card with me and had the personnel at Best Buy test the computer with the card, it failed each time. The card will not power up which was verified by the support staff at the Best Buy store . Each time they sent the computer out again for service after verifying that in fact there was a problem. Each time the computer was returned to me, the only service performed was that the operating system was reinstalled.

After receiving no satisfaction from Best Buy I contacted Gateway. The computer has been sent to the Gateway Service Center in LaVergne, Tn seven different times for service of the same problem, PCMCIA card slot will not power up. It is then returned to me as No Trouble Found, No Failure Claim Description Provided, even though I had spoke to Gateway Technical Support on the phone and provided a description of the problem prior to sending the computer in. It was determined by the phone support personnel through their troubleshooting procedures that the computer would have to be returned for service. The telephone support personnel had determined that the mother board would need to be replaced.

It was returned to me after the seventh time for service from Gateway and the computer continued to fail. I called Gateway and spoke to David, Employee GWNR107 and was told there was nothing else they could do to resolve the problem.They do not know what is wrong and cannot repair the computer. It was just my tough luck and I should not bother them anymore. Needless to say I was astonished at the poor quality of service provided by a representative of Gateway and asked to speak to a manager. I was then connected to Tiffany who refused to provide me with an employee ID. The conversation began very pleasantly and I was happy that I was finally going to get this problem resolved. After I had explained what had transpired, the tone of the conversation changed. I was informed that in the four months since I have been attempting to get this computer repaired that the warranty no longer covered the notebook. She told me that I did not have an extended warranty and that there was nothing Gateway was going to do, they are unable to determine what the failure is and I should just forget about the problem and not bother them anymore. End of conversation.

I believe that I have been more than patient in dealing with an arguably incompetent organization, Gateway. I now want a complete refund of the price I had paid in order that I may purchase a new computer of any other brand but Gateway. This was my first Gateway computer and most definitely will be the last. I will be able to provide documentation of the three service tickets from Best Buy and the seven different service tickets from Gateway, as well as sales receipts, upon request. I want to add that I am composing this email on my Toshiba Satellite notebook computer using the Sprint Mobile Broadband service PCMCIA card to connect to the network. The same PCMCIA card and service that will not work on the Gateway computer.

Purchased an Xbox 360 with extended warranty. It became defective, took it to Best Buy in Avon, Indiana where extended warranty was purchased. Customer Service checked system, proved it was defective. The power cord was missing and the game that came with it. They said that they could put a power cord in the box but didn't have the same game. I asked them to replace the system, I would give them the power cord or purchase one and put it in the box and they could have the new game. They said that they had a power cord but HAD to have the same exact game (even though they don't even use that game in the systems anymore). I live 35 miles away and was very upset that we could not work out something. My son went back with the game. They then stated that I never purchased an extended warranty and long story short but my sister-in-law had taken a system back and her last name is Ray and they charged that system against my name. My son figured that out for them and they agreed that is what happened and then said that well since the power cord is missing they would not exchange it! He told them to just take the power cord out of the new system and put in with it. The store manager stated "Oh if it was just that easy" and laughed? Well why isn't it just that easy? So now I have to make a third trip hoping this time they will honor the transaction. I guess it depends on who is working. Where is the customer service these days? Won't ever purchase from that store again.

Hello everyone.

I want to let you all know that I purchased a Lexmark printer @ Best Buy just over 2 years ago. It was part of a package of computers and accessories worth over $5,000 in that one purchase. Over the years, I have spent thousands of dollars at Best Buy.

A while back the Lexmark printer wasn't working properly so I took it back to Best Buy as I had paid for an extended warranty. I was without a printer for the many weeks that it took to get fixed three times. On the third time, I purchased another Lexmark printer to use as I run a small business. The third time Best Buy said they couldn't fix it and gave me the Lexmark printer as a replacement.

Today that Lexmark printer also quit: it wouldn't print out faxes when received; and would only type a full page instead of an envelope. I took it back to Best Buy and they now inform me that I am not covered by the Extended Service Warranty as they replaced the Lexmark printer. I argued that I had paid for a three year warranty which has not expired yet, but Best Buy insisted that once the printer was replaced the warranty was finished.

Nobody told me that at the time. The manager at Best Buy said that it was in the service contract and they don't have time to go over the service contract with customers as they (customers) are not interested, and Best Buy does not have the time. It was up to me to read the contract (fine print).

I argued as I was very upset that I had spent thousands of dollars at Best Buy and I understood that I was still covered by the extended service warranty. They refunded me $50 for the warranty and that was it!

I run a small business and look after my equipment which doesn't get a lot of use, but when I need something, I want to rely on it.

I recommend to everyone that they not shop at Best Buy nor purchase a Lexmark printer as they are of very poor quality based on my personal experiences.

Ron James

My husband wanted the new game, Pirates of the Burning Sea, for his birthday in early January. It was set to be released on January 22nd but preorders were being taken at Bestbuy.com and they were sending out extra CDs with music beforehand so at least I had something to give him on his actual birthday.

This morning (Jan 22nd), I received an email that there was a problem with my order. When I logged into the website, it said the item was on backorder. I didn't order the item last week to a surprised company. I preordered it three weeks ago and now it was telling me it wouldn't ship for another week. I called our closest store and they had them in stock but the woman through the website customer service apparently didn't see them and couldn't switch our order to store pick up.

This was a very simple issue that Bestbuy.com really failed to meet. We canceled the online order and my husband went down the street to pick it up. So much for convenience. If they can't count and send out preorders on time, heavens only knows what happens when they have a real problem. That being said, we won't be customers ever again to find that out.

Anyone considering purchasing Best Buy's "extended repair" plans on an appliance - BEWARE! You will likely be without the use of your appliance 2-3 weeks. this has been my experience twice. It takes usually a week to have a "repair specialist" come and look at the item needing repair. From that, parts are ordered. They will not even schedule the followup repair UNTIL the parts are in. When the parts are in, they will schedule the repair. They will claim about 2 days from the date the parts are in. I have been without a working washing machine (talk about inconvenience!) since 12/18/07. It is now 1/2/08 and I am told that they expect the parts to be in 1/5/08, but will not schedule repair until all parts are in. On 1/8/08, it will be 3 weeks with no washer. Try that for convenience not to mention the money you spend going to the laundromat doing your laundry! For the $150 we spent on the extended warranty, we would be better off calling our local appliance repair and I can bet (based on previous experience) we would have had it fixed within a few days. Save yourself the time and hassle - just pay for a repair when it happens! Also - expect to wait on the phone for an extended period of time before getting to speak to someone. First time I called was in excess of 15 minutes - and that was in late evening. I am very dissatisfied with the experiences I have had when I have had to be without my washer or dryer. Also - that says a lot about Whirlpool's quality - repairs on appliances (both washer and dryer) and they are less than 5 years old.

Like many others on this board I am having an awful time with Samsung. We purchased a Samsung RS2555SL side-by-side unit in 2005. Last Sunday it quit cooling and we lost all the food in it. A call to Samsung on Monday said that the unit was still under warranty for the cooling system (5 years) and they gave me the phone number of the local repair agency and sent them a FAX. A technician came out and confirmed that the compressor was bad but that he didn't have a unit as Samsung parts are never stocked locally (unlike domestic brands). He said he could have it overnighted. I called the repair place the next day and they said that the compressor was ordered and that they would call me back later that day. I of course did not receive a call and no one answers their phone now (last three days). I have called Samsung six times and they have magically been able to contact the agency twice but not in the last two days. The Repair agency has told Samsung that they need technical advice because they don't know how to put the compressor in (the technician never told me that). So, I have heard that they have the compressor, have ordered the compressor, did not have the compressor and finally did not know how to put in in either directly from the agency or from Samsung. I asked Samsung if we could get someone else to fix it and they said they could not initiate another service request for 7 days! (meaning next Monday). I finally called Samsung's "Executive Customer Support" group and was told that they would investigate things but that it might take several days. They did not explain how they would contact the repair agency since they have not answered their phones for two days.

Out of desperation I called Best Buy repair. They said that since I did not buy an extended repair contract with them they could do nothing. I explained that the unit was still under Samsung warranty but I guess I was using words that were too big as they still said no help. They told me to call the store where I bought it. I did so and the manager essentially told me to take a hike since I didn't have an extended warranty even though I tried again, in vain, to explain that it was still under warranty. Finally I called Best Buy corporate and they told me the same thing. I have spent thousands of dollars with them over the years for computers, TVs, etc and they have essentially told me that they don't care.

WARNING! Never buy a Samsung refrigerator!

WARNING! Never shop at Best Buy!

The Worst buy! As I am typing this I am on hold... again... it'S been over 35 minutes... again! I ordered some movies months ago. Three months had gone by when they had said I would receive in a matter of days. I couldn't get anyone to pick up a phone for a long time. When I did finally I canceled the order after being on hold 20 minutes at least. I was told the only way i could get my money back was to receive a gift card in the mail... in about a week. That was a month ago, though they have managed to send me numerous pieces of junkmail trying to entice me to jump online and spend spend spend... guess what? I'm not their sucker twice and I want my money back! They absolutely refuse to answer any phones! The people I dealt with at the local store are rude and seem they could care less... even when I spent up in four figures last year buying a pc and accessories. I am done doing any business with them and tolerating the atrocious service!

I purchased a Toshiba 62' dlp tv from Bestbuy 3 years ago. I was told at the time of purchase that I HAD to buy the service plan. I read it carefully in the store and had the Manager write on my receipt' if in the event of a replacement, the full credit of $3200 will be applied to a replacement unit' This was in the store managers pen on my receipt just to prevent what happened (call it foresight).

Well after 3 years and 4 service calls I decided it was time to replace the unit. I went to the store and was promptly told that TOSHIBA is JUNK. I shouldn't have bought it in the first place. I gave them my psp plan along with all of my paperwork and was told that they didn't have this technology anymore(720p) so I would have to pay an additional 500 to upgrade. After fighting with them for about an hour they said that they would split the difference with me and charged me 285.00 to go to a samsung 61' 1080p. I was upset but I took the new one home. It was defective so I returned it to the store. They tried to make me take a used one but I refused and so I was issued a gift card in the amount of 2997.00. It included the amount that they screwed me out of. In the meantime the old set was not picked up by best buy. 2 weeks later I decide to go to the store and purchase another TV.

The store manager, John Calagey decided that they gave me too much credit and voided the card. I called him and he told me that they didn't get my old tv so I was out of luck. If I didn't like it to sue him. I waited appx 3 more weeks and decided to pursue this because I had not only got screwed outa my psp but I had a broken set that was useless. I called John and was told to bring my old set up and exchange it for the samsung but he was gonna charge me another 285 dollars. I took the set up to the store and talked to some girl with jewelery throughout her mouth(very hard to understand) and very nasty... but i regress... I told her what I was there to do and she told me to unload the set. I did.

I went back into the store and she stated that John(the real manager) said to give me 1500 for the set. I told her no and that I would return the next day. She then started screaming to security to kick me out of the store for calling her a name. What a great way to get rid of a upset customer... Oh well nasty mouth won and I left the store. I think her name was laurie... but thats enough of that. I called the main office(at least I was told I was speaking to the HEAD guy... tom... and he stated that the store managers set their own rules as far as returns and exchanges. He stated that Customer Service had NO CONTROL over the stores and they do not dictate policy.

I went back to the store this evening and had a tape recorder on me(and a off duty cop) waiting beside me as a witness to what was going on(and that I didn't call anybody any names) haha. He tool me old set and still charged me $285 for the exchange even tho the price on the new set has dropped $230.00. Best buy got me... they really did. But I will let everybody that I know --- and can read = I will tell them about the great 285 dollar profit that best buy got from me. And the guy even had the stones to ask me if I wanted to buy another extended warranty for the new set. He also held out his hand to shake with me to show me that there were not any hard feelings... I actually laughed at that.. Another thing. Geek squad has made a habit of parking their vans in front of the store... Call your local fire marshall... thats a Fire zone... and that can be enforced... but as far as treating customers this way... well you be the judge!

Chris stark - crook #1 - corporate crook protector & spin master jill nezworski - executive resolution specialist - richard m. Schulze - full pockets the pre ipo owner and founder - loves to hire crook managers! Avoid avoid!

The original [redacted] text:

Watch out for best buy theft of credit: after deliberately stealing my $238.14 credit, best buy would not give me my money back until I got dpt. Of consumer affairs involved and then they offered 'equivalent value' gift card, which I advised them politely to go shove it up theirs and I am suing corporate thief's this week... If you have problem with best buy, or any other crook corporation, give them a deadline until you would waith to receive what's legally yours and then you file a claim in small claims court! It's easy to win if you are right... Good luck!

If you have problem with best buy, contact:

Jill nezworski sr. Executive resolution specialist best buy, inc. Desk [protected] fax [protected].

Don't buy anything at Best Buy on line. Their return policy is awful. You have one month to return a defective part and it takes up to two weeks to get an authorization number. Plus, calling them is horrendous. I've spent so much time on hold, my phone battery has worn down. Avoid BB at all costs.

Last Dec. 8, 2006 I brought a 19 in HP laptop through Best Buy in Rockford, Illinois on the internet. It was warranted for 12 months through Hp and I bought a 2 year extended warranty through the Best Buy company. That warranty does not expire until 12/08/09 It all worked wonderful until Aug 2007. At that time the wireless card in it would only work once in awhile. Of course I could no longer get on the internet.

I took to a Best Buy in Dekalb Illinois and they had it three weeks. They told me they took it apart and thoroughly cleaned it. I got it back and it still did not work, so I took it to a Best Buy store in Rockford Illinois. The man in their geek squad took it apart ( partially) just to clean the wireless card as I watched. He told me that he would have to send it in and they would just put in a new wireless card and send it back. Every thing else worked great. A week or so later that place called and said something had been spilled in it (by me?) and it would not be covered under my warranty but would cost me $967 to fix. I did not pay that much to start with. I called Best Buy and they gave me phone number's to call HP. I did so and talked to several different people. The last one told me my problem should of been covered under the warranty with NO expense to me. And even if I would of had to pay the charge for what they were going to do it would of NEVER been more $398.00, more like $319.00 He said Best Buy was messing with me.

I then called Best Buy and told them that and said I wanted my laptop back. I have yet to hear from them.. I was told by one employee that it would just get "lost". How do I get my laptop back and how do I get them to honor their warranty? I am a 66 year old woman that does not misuse an expensive computer like this one. I never misused it or spilled any thing in it. I have no children in my home to hurt it. If something was really spilled it they must of done it. It worked really great except for the wireless not coming on to pick up the internet all the time. I do a lot of business on line and need my laptop back .. I have been with out it this second time since 10/16/07 I think it should come back to me in like new condition, with all the components working. That is why I took out the extended warranty.

This company has repeatedly billed me incorrectly. What started out to be a 3,000 purchase will end up costing me more than 7,000 after i'm finished paying them in full. They have submitted incorrect information to the credit bureau which has essentially damaged my credit. I plan to take this to the highest level of the consumer affairs bureau.

As written to their corporate headquarters:

I just recently had a less than positive experience with a floor manager by the name of Aaron in Store #358, 611 Marks St. in Henderson, Nevada. I tried to replace a Camcorder for my 65 year old mother who had purchased it with a 4 yr extended warranty. The model of camera she purchased, Sony DCR-TRV-22, suffered a CCD chip factory recall and the symptoms related to the recall were consistent with the problem her camera was experiencing. When I tried to explain why we were wanting to exchange the camera for a different brand of the same value, Aaron refused to help. He only insisted that he can sell me another camera while I waited for 6 weeks for the service department to determine whether the camera can be repaired. I told him it was a defective part that Sony recalled and was not repairable. That my mother wished to have a different brand of camera of the same value. Aaron did not look at the receipt of purchase or look at the 4 year plan. He did not ask to see any of the documents I had in my hand. He only told me to stand in line at the service department to have the camera repaired and he'd sell me another camera.

I explained that it was unnacceptable. I told him that it wasn't completely out of the ordinary for Best Buy to honor the request I was making as it was done in the past by another member of my family at a location in Southern California. In that particular instance, the customer was escorted by the floor manager to the camera department where he helped the customer locate another brand of camera of equal value. Aaron's response was, "Well, take it to that store then." I told him that his response was rude and unprofessional and a return policy should be honored. Aaron refused.

This entire conversation took place in the front of the store. I was noticeably unhappy with the outcome. The greeters, who check receipts at the entrance were in earshot during the conversation and with a condescending tone and a smirk told me to have a nice day while I was on my way out. I turned to them and instructed them that not only is it unprofessional to address a customer to have a nice day when they can see that the customer is obviously upset but it is rude to say it when they didn't mean it and as if it were funny that the customer were unhappy. One of the greeters then stepped into my personal space as if to try to intimidate me and told me I had to lower my voice. I told the greeter, as I was leaving the store, that his behavior was going to be included in my report to corporate. Then I heard him say again, mockingly, "Have a nice day." (I don't need to go into how really angry that last comment made me. I'm sure you can put yourself in my place and just imagine.)

Normally, I do not bother writing corporate offices when I have a bad experience in a business. I just simply never shop there again and, when the topic comes up, tell everyone I know my experience and encourage them not to do business there. But the behavior of these employees and the attitude of the floor manager at this particular location incited me so much, that I felt compelled to write you hoping that someone can investigate this type of unprofessional behavior. I'm sure that this is not what your corporation or any corporation expects from their employees who represent their business at the public level.

Sony Corporation has agreed to replace the camera at no expense. Their support service was exemplary and I have already informed them as much.

It's too bad that my experience at Best Buy was so sour that I will probably never walk into that store ever again. And will be very hesitant to shop at Best Buy even if it were a different location.

I went to the Best Buy on Nov 2nd, 2007, located at 4601 E. Colonial Drive, Orlando Fl, 32803 to look at satellite radios for me and my wife. There were 8 different radios to choose from. The one we liked had a sign that says "Sirius Stiletto 2 Live Personal Radio V", price $49.99.

I found a sales associate and I asked to buy the $49.99 radio, the sales associate told me that the radio was $329.99, and that the $49.99 price was for the vehicle kit that the radio was sitting in. When I asked where the price was located for the radio we wanted to buy, he replied "I have to go print that up."

I asked to speak to the manager and explained how this was very confusing to me. The manager Mike refused to sell me the radio at the $49.99 price, saying that there was nothing wrong with the sign or how it was displayed. He then told me the plan-o-gram was set this way by the corporate office, this is the lay out of how the merchandise should be signed and displayed. I find it very odd that there would be no price for a $329 item, but there would be one for the $49 item. I asked him if he was going to change this sign tomorrow, which he replied he would not change any signage unless instructed to do so by the corporate office.

He then explained that the model number in small text above the price clearly explains that this is for the "SLV2". There are no boxes and/or imprinting on the radio or car kit that a consumer can see that would allow them to know that the car kit was the "SLV2". When asked how the consumer was suppose to be able to distinguish between the two the two different products, the sales associate told me that I was suppose to ask for the price. To me that make it illogical to even print price signs. I was then told that this was not the type or store you just walk in, grab what you want and go store by the Service Manager. I assume he is trying to tell me the customer needs to be lead around and directed to the correct product for them. If this is true, why would they have CD's and DVD's at this store? You can see how a consumer can get easily confused when even the manager is telling me this.

So the store has NO price displayed for this radio except for the one that says "Sirius Stiletto 2 Live Personal Radio V". There is only a display of the radio, no price 'in their opinion', and there are no boxes of radios for me to read more information on, or get a model number from. As a consumer it would seem to me that the model number would be 'Stiletto 2'.The manager directed me to call their 1-888-BESTBUY since I did not like his answer.

I called and spoke with Vanessa on Nov 2nd at 10:30pm and explained the issue. I then emailed her the (4) photographs I took to show the display. She said she feels that the sign is very deceiving, but all she could do is to give me a $100 gift card "IF" I bought the radio. She lastly said that it seems that the sign was suppose to read "Sirius Stiletto 2 Live Personal Radio Vehicle Kit". She also said I should be able to tell the difference by looking at the box in the store, because it would have a model number on it, this would distinguish it from the vehicle kit. But remember 'this is NOT just a walk in, grab what you want and go store' as the manager previously told us. So there are NO boxes with information for me to read. This is very misleading to the consumer so far about the process a consumer should know when shopping in Best Buy. I have not yet had a similar experience at any other store in my life.

I then asked to speak to her manager at the call center. I got to talk to Mitch at 10:45pm on the same day. He also agreed that the sign is "very misleading". These are their words that the sign is very misleading not mine. So you can see why I am now getting frustrated that even Best Buy customer service feels these signs are misleading. They said they stand by the fact that the model number displayed makes the description irrelevant. I was told it make NO difference what any other text is printed on the sign. Mitch then told me it was easy for him to look up the model number on his computer and see that the "SLV2" was not the radio as displayed; it was in fact the vehicle kit. I asked him if this means I should bring a computer with me when shopping at Best Buy, just incase I need to make sure they printed their signs correctly. He just replied no.

I have photographs showing exactly what I saw on Nov 2nd and how other radios did not have this problem; even the sign below the radio in question says very clearly that the radio has a car kit included with the price. Why should I assume that the radio I am looking at is not the same deal? I did email the corporate office these photos and they agreed it was misleading, but they said the sign was not incorrect totally, just that the sign did not have the full description.

I site Florida State Statute 501.204 subsection (1) which states: Unfair methods of competition, unconscionable acts or practices, and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful.

I believe I have found the correct statue but I may be incorrect, the retailer and their corporate office refuses to help me and stands by their claim that they may print anything on the sign, which may be untrue, as long as they have the model number correct.

I traveled to another Best Buy located at 845 N Alafaya Trail, Orlando Fl 32828 where the display is exactly the same, except the sign and price for the radio was completely different, furthermore there was now no price for the vehicle kit.

And lastly why would there be a different plan-o-gram for price signage as these stores are just miles apart.

On April 13, 2003 I ordered a plasma TV with a four year extended warranty from the Best Buy Store in Cleveland, Ohio. I was on a six month travel order with the Department of Defense. I was assured that it would not be a problem when I received the unit as I was planning a renovation when I returned home to San Diego, CA. The clerk told me the dates did not matter. The TV was delivered September 13, 2003 and the Best Buy installers attached it to my wall hiding all the wires on Sept 17.

There were a couple other problems such as I did not get the wall mount I paid for. I paid for an articulating wall mount and ended up with a flush mount as an even exchange. The store manager here in San Diego told me that I had to go back to Cleveland store for remedy, which I knew was a lie. The next thing that happened was that I bought a garbage disposal and a dishwasher as the first step in the renovation. I have a witness where their installer wanted to take my copper plumbing and replace it with plastic. I stopped shopping with Best Buy after that point. Back to the TV...

The TV operated fine until Sept 4, 2007 then TV suddenly went out. Although I thought I still had a few more days left on the warranty Best Buy informed me that the warranty had started 5 months before I received it, April 13, 2003. Best Buy refunded me $41.62 as a proration on the extended warranty. I found out from Samsung that the TV was manufactured in Korea 17 days after Best Buy said the warranty started. Samsung also showed that their 24 month warranty started from the date I received it, Sept 13, 2007. Samsung also shows Sept 13, 2003 as the date of purchase. Best Buy did not return my calls.

I went to small claims court November 1, 2007. The judge claimed that Best Buy cannot start a warranty on a product made in Korea before it's date of Manufacture. The judge ruled that I am entitled to costs of Best Buy repair service visit of $100 and have the TV fixed or replaced.

Best Buy are the only people that I speak to that cannot understand why. Even the judge spent most of the time explaining it to them. I am worried what they will do next.

Beware people!

Sony Vio and Best Buy.

I bought a Sony laptop Model VGN-FZ140E on August-31st 07 from Best Buy. It turned out to be a nightmare.

I noticed the day I bought it, it crashed about 4 times the same day, and I was departing for the Philippines on the 2nd Of September so I had to take it with me on this trip. While I was gone it crashed about every third time I turned it on, it would go through all the start up and when it was ready to use it would crash.

The error message was Blue Screen Error. I looked at the error log on the Laptop and noticed it had crashed 30 times from April ' September, before I bough it. Yes I bought it new in the box. After talking to Sony tech support ha, I reinstalled it back to factory condition and the first time it started it crashed. After I returned to the US on the 17th October I called the Sony Tech support again and they told me to take it back to Best Buy, they gave me a number for the return but I tried to explain that the problem existed before I bought it and I just wanted it replaced, they told me to use the number and they will otherwise Best Buy to replace it. I went to best buy the same day and they would not replace it even after explain I was out of the country and the Manager told me it makes no difference if I did not return it in 14 days it would have to be sent back to Sony. 'Talk about compassion' the manger was rude and not interested in looking at the history log or my Passport, in fact he told me to have a nice day and walked away. I have never been treated so badly by a shop before. I don't ever plan on buying anything from Best Buy again and I spent over $5,000 last year alone. Is this what they call loyalty? Now I have no laptop for 4 to 6 weeks! GREAT JOB SONY and Best Buy need to look at get some staff that can talk to customers.