Best Buy review: Refund for returned laptop

Best Buy - after nearly 1 year of this issue outstanding, including countless hours on the phone with your overseas support representatives at your customer assistance line [protected]), in store visit with Sherrie at your San Francisco Best Buy location (where I purchased this and another laptop in a 2 year period), I am sending the below email to your attention. 

Please respond with steps to resolve this process, including and providing a refund for the $1,100 cost of the laptop.   

Matt Dveirin917 488-1768

---------- Forwarded message ---------

From: Matt Dveirin

Date: Tue, Dec 12, 2023 at 1:48 PM

Subject: Re: Surface Laptop Return Issue

To: Matt Dveirin

Cc: Navarro, Sherrie Leigh

Sherrie - again following up here. Please put me in contact with the appropriate Best Buy representative who can rectify this issue.

Thanks,

Matt

On Mon, Dec 4, 2023 at 1:28 PM Matt Dveirin wrote:

Sherrie  - following up here. I also left you another voicemail. If you can not handle this, please connect me with the appropriate person at Best Buy so we can get this matter resolved. 

Thanks,

On Tue, Nov 21, 2023 at 11:40 AM Matt Dveirin wrote:

Sherrie (and Sr Management of Bust Buy to be forwarded/cc'd),

I appreciate the response here, albeit the below is obviously entirely unsatisfactory. In no scenario should a leading US domestic retailer with reputation on par with Best Buy treat their customers in this manner.For the record here, let me recount the facts of the this matter succinctly: I purchased a laptop for $1,100, returned unused laptop to Best Buy in a UPS box/label supplied by Best Buy within 10 days of purchase and according to the Best Buy return procedures, UPS confirmed receipt of the laptop by Best Buy, Best Buy has thus far FAILED TO provide a refund! 

As discussed, after a few months of returning the purchased replacement Surface laptop from Best Buy, my accountant noticed that no refund was provided. I then called Best Buy multiple times over the last several months to inform them that no refund was provided, spending several hours of my time on each call to review the below, wait while the customer service representative reviews their records, and on multiple calls tells me that either: a) they have submitted a ticket for a refund, b) a refund is in process, or more recently, c) to come into the store that I purchased the laptop and they will handle it. 

Recall, on 11/14/23, when again back in San Francisco, I finally did c). Much to my disappointment, you informed me that you too were also unable to assist me in this matter and told me to call Best Buy. We again called Best Buy together and they again informed me that a refund had been issued at which point I assured you no refund had been issued and showed you my credit card history! You informed me that you would follow up to correct this matter. Given the facts of the matter, I am shocked, amazed, stunned that the below email from you would be a possible outcome - ie informing me that Best Buy would not provide a refund/return for a returned product! 

As such, I am providing you (and Sr Management of Best Buy) with the written details of the case below detailing both a) the facts of the case and b) process that I have gone through in dealing with Best Buy over what now has been almost 1 year. I am requesting that you provide this to Sr management of Best Buy (ccing me) so we can both inform the Sr management of the process that I have been through over the past 11 months, and b) resolve this case with either a full refund, or the return of the laptop that I sent into Best Buy as part of your return process:

11/19/21: Initial purchase a MS Surface Laptop from Best Buy online:

12/1/22. Surface Laptop no longer functions. Call Best Buy who alerts me that it is 2 weeks past the one year warranty so nothing they can do. I will have to purchase another one.

12/6/22. While disappointed that neither Best Buy or Microsoft will stand by their $1,500 product after just over 1 year of use (and out of warranty by 2 weeks!), I brought the laptop into the San Francisco, CA Best Buy location (1717 Harrison St). Best Buy informed me that there is nothing they can do and I will have to purchase another laptop. So, I pay another $1,100 to acquire a second MS Surface laptop (my 2nd one in just over 1 year)

12/8/22. After several calls, with Microsoft, the inform me that they will honor the 1-year warranty and they will provide a replacement to the original laptop.

12/21/22. Using the box and UPS label provided to my by Best Buy, I returned the Surface Laptop to Best Buy. I later receive a confirmation from UPS that the shipment was received by Best Buy. Note tracking #: 1Z75014R9027941284

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4/23-10/23. Multiple calls to Best Buy [protected]) in which I was informed a) they have submitted a ticket for a refund, b) a refund is in process, or more recently, c) to come into the store

11/14/23. Visited the San Francisco store which Surface Laptop was purchased and spoke with Sherie Navarro who is assisting in this matter.

Please ensure that this email is forwarded to the appropriate Sr Management of Best Buy who can assist in this process in either a) providing a refund for the $1,111.96 or b) providing the returned laptop. Alternatively, please provide me with their contact information (email and telephone #) so I can contact them directly.

Thanks,

Matt Dveirin

[protected]

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