Best Buy - MacBook Scam

[Pbrutto]

I'm also very unhappy / suspicious of Best Buy. Recently bought a "new" 1.1 MacBook for the $300 discount. Got a prohibitory sign on install. Returned for a "new" 1.2 MacBook (they were sold out of 1.1's). The new one had 0% battery out of the box -- never had that with an apple product before and I wasn't comfortable dealing with potential battery issues on a brand new computer. Exchanged for another 1.2 "new" MacBook. Again. Dead out of box/ 0% battery. I just returned it immediately.

I'm not sure what's going on. If it's something with Best Buy. Apple. Or the chip in these 12" MacBooks. But it's disappointing and very frustrating either way.

Same exact thing, 2 weeks ago pulled the trigger on a gold, 512 with the 300 off. Battery dead out of box, computer running Yosemite...I think Best Buy simply bought too many (unlike apple's supply chain management), and they sat on the shelf

 

[maxsix]

In major metro Los Angeles Best Buy stores are everywhere. So are just over ten thousand employees of our company, the greater majority of which are huge Apple advocates. We get special pricing and have rarely encountered issues like the claims in this thread.

 

[justiny]

In major metro Los Angeles Best Buy stores are everywhere. So are just over ten thousand employees of our company, the greater majority of which are huge Apple advocates. We get special pricing and have rarely encountered issues like the claims in this thread.

Are you Best Buy's official spokesperson?

 

[dranakin]

I'm not a business major, but Best Buy stores are shutting down for a reason. I highly doubt that reason is customers abusing their return system.

I never once claimed that return abuse is related to Best Buy's future viability as a company. I said that return abuse is related to the lack of restocking fees, a guess that follows logically. It's unfortunate that you have to make insinuations in order to get your point across.

 

[justiny]

I made no such insinuation. I simply stated a fact.

 

[Avalontor]

Are you Best Buy's official spokesperson?

You are reading his post wrong.

 

[justiny]

You are reading his post wrong.

Too much sarcasm around here. Ditto.

 

[oneMadRssn]

they had me sign something that said I couldn't return anything I bought from them for 90 days. I didn't really think about it when I signed it, or I wouldn't have agreed.

I'm wondering, why would anyone sign that? Seems there is zero incentive to sign it. Not insinuating you did something wrong, I sign lots of stuff that just put in front of my without reading it.

I started being more careful after an installer changed the quote on me when I had a remote starter installed in my car at Best Buy. I signed what I thought was a typical liability release form when dropping the car off, it had a hand-written price quote for the work on it as well. Later, when I came to pick up the car, the guy added more stuff to the price quote above my signature making it more expensive. Manager wouldn't believe me because my signature was right there. Anyway, it tough me to always be critical and skeptical of Best Buy, but I digress.

Hypothetically, if a person comes in for a return, the contract of the moment between the person and Best Buy is the sales receipt. That receipt sets out the terms of the return policy. Best Buy cannot unilaterally change the terms of that contract after the fact. Best Buy cannot condition that return on the person agreeing to any additional terms, such as the letter you mentioned. In terms of that return, and only that return, they have to honor it per the words on the receipt. If the person took them to small-claims court about it, they would win. In MA, they might even win treble damages under the consumer protection act. So why would anyone agree?

I imagine a Best Buy would try to condition the return on agreeing to the ban. But I really wonder how the sales associate or manager would handle a refusal?

 

[noobinator]

I'm wondering, why would anyone sign that? Seems there is zero incentive to sign it. Not insinuating you did something wrong, I sign lots of stuff that just put in front of my without reading it.

I started being more careful after an installer changed the quote on me when I had a remote starter installed in my car at Best Buy. I signed what I thought was a typical liability release form when dropping the car off, it had a hand-written price quote for the work on it as well. Later, when I came to pick up the car, the guy added more stuff to the price quote above my signature making it more expensive. Manager wouldn't believe me because my signature was right there. Anyway, it tough me to always be critical and skeptical of Best Buy, but I digress.

Hypothetically, if a person comes in for a return, the contract of the moment between the person and Best Buy is the sales receipt. That receipt sets out the terms of the return policy. Best Buy cannot unilaterally change the terms of that contract after the fact. Best Buy cannot condition that return on the person agreeing to any additional terms, such as the letter you mentioned. In terms of that return, and only that return, they have to honor it per the words on the receipt. If the person took them to small-claims court about it, they would win. In MA, they might even win treble damages under the consumer protection act. So why would anyone agree?

I imagine a Best Buy would try to condition the return on agreeing to the ban. But I really wonder how the sales associate or manager would handle a refusal?

From what I've heard if you don't sign this, they will try to blacklist you as a customer overall and not sell to you. Might be hard if you use cash but your name, credit cards, BB account might get flagged.

 

[oneMadRssn]

From what I've heard if you don't sign this, they will try to blacklist you as a customer overall and not sell to you. Might be hard if you use cash but your name, credit cards, BB account might get flagged.

Yea, seems like a threat with no bite.

Knowing what I know now, if I was returning an expensive item properly within their return policy, and they presented me the offer sign this agreeing to a year-long ban on returns or will blacklist you as a customer, I would not sign it.

 

[David58117]

Yea, seems like a threat with no bite.

Knowing what I know now, if I was returning an expensive item properly within their return policy, and they presented me the offer sign this agreeing to a year-long ban on returns or will blacklist you as a customer, I would not sign it.

I think it's more - simply a notice that your return may be refused by a manager - if you show a pattern of repeatedly returning for frivolous issues (like returning 2 items because their battery is drained..).

In my experience, if there's a true issue requiring a return/exchange - they will still help you.

Just - you're not going to be able to return a 3rd or 4th (5th, 6th, 7th?) computer because the battery was drained...

All it means is your return will get further notice/evaluation to see if it's reasonable

I think it absolutely is reasonable to do.

How much cost do you expect a company to eat, because someone doesn't like the color of the computer? Or an OS bug with Apple requires being updated before you can sign in? Or because the battery is drained..

Or because someone wanted to do a youtube video review, and never intended to keep the item in the first place..

And now, you (someone who wants to actually own and keep the item) can't get one because someone wanted to "review" it for youtube (as an example, which happens).

edit -

Also, since I was on this list a long time ago (kindles..), it's only 3 months I think.

 

[zone23]

..did you actually do *specifically* that?

skip sign in during installation, install OS updates without signing in, then signing in?

I've had that error on two different machines, and that's been the solution..

Yep mine did the exact same thing and what you said is what I did and it worked fine.

 

[CE3]

edit -

Also, since I was on this list a long time ago (kindles..), it's only 3 months I think.

It was only supposed to be 3 months for me, too, but I called the third-party company that handles it, and they told me it was showing as one year on their end. I also requested they send me a report, which they never did.

How much money do you think comapnies lose with their price match guarantee programs? Do you think people should get blacklisted if they price match too much as well? I'd argue companies retain more customers by having solid return and price match policies and make more money in the long run. If you have a good price match policy, you lose money on those items (in many cases as much as a returned item, or more) in order to get those items purchased from customers who would otherwise get it cheaper from the competition. In both cases, you cut some loses in order to provide good customer service and keep those customers coming back.

 

[zone23]

Guy in the office returns 98% of the stuff he orders online, they DEFINITELY loose money on him. We joke all the time for him just apply the return shipper and not even bother opening the box.

 

[David58117]

It was only supposed to be 3 months for me, too, but I called the third-party company that handles it, and they told me it was showing as one year on their end. I also requested they send me a report, which they never did.

How much money do you think comapnies lose with their price match guarantee programs? Do you think people should get blacklisted if they price match too much as well? I'd argue companies retain more customers by having solid return and price match policies and make more money in the long run. If you have a good price match policy, you lose money on those items (in many cases as much as a returned item, or more) in order to get those items purchased from customers who would otherwise get it cheaper from the competition. In both cases, you cut some loses in order to provide good customer service and keep those customers coming back.

No - it's 3 months. It's a 90 day "suspension." All you got to do is google "best buy return ban" or so, and everything pops up with 90 days suspension. I've been on it twice, that's all it is.

Definitely not a year.

Not even comparable to a price match guarantee. That's goofy logic..

 

[oneMadRssn]

I think it's more - simply a notice that your return may be refused by a manager - if you show a pattern of repeatedly returning for frivolous issues (like returning 2 items because their battery is drained..).

In my experience, if there's a true issue requiring a return/exchange - they will still help you.

Just - you're not going to be able to return a 3rd or 4th (5th, 6th, 7th?) computer because the battery was drained...

All it means is your return will get further notice/evaluation to see if it's reasonable

I think it absolutely is reasonable to do.

How much cost do you expect a company to eat, because someone doesn't like the color of the computer? Or an OS bug with Apple requires being updated before you can sign in? Or because the battery is drained..

Or because someone wanted to do a youtube video review, and never intended to keep the item in the first place..

And now, you (someone who wants to actually own and keep the item) can't get one because someone wanted to "review" it for youtube (as an example, which happens).

edit -

Also, since I was on this list a long time ago (kindles..), it's only 3 months I think.

I don't think anyone reasonable disputes that Best Buy has a right to do this. As a private company, they can do pretty much whatever they want provided it's not discriminatory against a protected class of people. However, if they do this, they must still obey the rules of contacts. This means, they have to be up front about this sort of thing. I think people are upset that they are having the rug swept out from under them when it comes to this stuff, and that is what's wrong.

The return policy on Best Buy's website is pretty much silent on the issue of returns being refused or these letters they ask people to sign about being blacklisted. The closest they have is an explanation as to why you might be asked for an ID when returning something.

Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchase. Reimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursed. We accept U.S., Canadian, and Mexican Driver's Licenses; U.S. State ID; Canadian Province ID; Matricula Consular; U.S. Military ID; Passport; U.S. Laser Visa; and U.S. Permanent Resident Card. Our third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returns. If we caution you or deny your return, you may request a copy of your Return Activity Report by calling 1-800-652-2331.

As far as I'm concerned, if I buy something and comply with all requirements written on the receipt, Best Buy is obliterated contractually to accept the return. So if I have the original receipt, and it's within the 15 day period (or whatever the period is), and I haven't damaged the item or otherwise done something which is expressly prohibited in writing beforehand, they can't refuse the return. No ifs ands or buts, no matter how stupid my reason for the return is. They can blacklist me afterwards from buying things going forward, but they cannot refuse the returns which I already purchased.

If Best Buy wants to be able to refuse returns because of customer doesn't like the color, or is upset that the battery was drained from the box, they should specify in their return policy what is and is not an acceptable return. Instead, they write "If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair." They cannot then be upset when people take them up on it. They can't talk out of both sides of their mouth.

 

[David58117]

I don't think anyone reasonable disputes that Best Buy has a right to do this. As a private company, they can do pretty much whatever they want provided it's not discriminatory against a protected class of people. However, if they do this, they must still obey the rules of contacts. This means, they have to be up front about this sort of thing. I think people are upset that they are having the rug swept out from under them when it comes to this stuff, and that is what's wrong.

The return policy on Best Buy's website is pretty much silent on the issue of returns being refused or these letters they ask people to sign about being blacklisted. The closest they have is an explanation as to why you might be asked for an ID when returning something.


As far as I'm concerned, if I buy something and comply with all requirements written on the receipt, Best Buy is obliterated contractually to accept the return. So if I have the original receipt, and it's within the 15 day period (or whatever the period is), and I haven't damaged the item or otherwise done something which is expressly prohibited in writing beforehand, they can't refuse the return. No ifs ands or buts, no matter how stupid my reason for the return is. They can blacklist me afterwards from buying things going forward, but they cannot refuse the returns which I already purchased.

If Best Buy wants to be able to refuse returns because of customer doesn't like the color, or is upset that the battery was drained from the box, they should specify in their return policy what is and is not an acceptable return. Instead, they write "If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair." They cannot then be upset when people take them up on it. They can't talk out of both sides of their mouth.

I don't think anyone reasonable disputes that Best Buy has a right to do this. As a private company, they can do pretty much whatever they want provided it's not discriminatory against a protected class of people. However, if they do this, they must still obey the rules of contacts. This means, they have to be up front about this sort of thing. I think people are upset that they are having the rug swept out from under them when it comes to this stuff, and that is what's wrong.

The return policy on Best Buy's website is pretty much silent on the issue of returns being refused or these letters they ask people to sign about being blacklisted. The closest they have is an explanation as to why you might be asked for an ID when returning something.


As far as I'm concerned, if I buy something and comply with all requirements written on the receipt, Best Buy is obliterated contractually to accept the return. So if I have the original receipt, and it's within the 15 day period (or whatever the period is), and I haven't damaged the item or otherwise done something which is expressly prohibited in writing beforehand, they can't refuse the return. No ifs ands or buts, no matter how stupid my reason for the return is. They can blacklist me afterwards from buying things going forward, but they cannot refuse the returns which I already purchased.

If Best Buy wants to be able to refuse returns because of customer doesn't like the color, or is upset that the battery was drained from the box, they should specify in their return policy what is and is not an acceptable return. Instead, they write "If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair." They cannot then be upset when people take them up on it. They can't talk out of both sides of their mouth.

Dude - they clearly say - " If we caution you or deny your return, you may request a copy of your Return Activity Report by calling 1-800-652-2331."

So they clearly mention they may deny or caution a return..

If Best Buy wants to be able to refuse returns because of customer doesn't like the color, or is upset that the battery was drained from the box, they should specify in their return policy what is and is not an acceptable return.

Returning it based on those criteria is alright (remember how someone returned 2 computers based off battery drain?) - what they seem to have a problem with is returning numerous computers for trivial reasons.

Sorry, but I think it's pretty ****** to want to open every single macbook to find one that has the highest battery percentage. It robs customers of supply, and where does it stop?

 

[zone23]

Dude - they clearly say - " If we caution you or deny your return, you may request a copy of your Return Activity Report by calling 1-800-652-2331."

So they clearly mention they may deny or caution a return..



Returning it based on those criteria is alright (remember how someone returned 2 computers based off battery drain?) - what they seem to have a problem with is returning numerous computers for trivial reasons.

Sorry, but I think it's pretty ****** to want to open every single macbook to find one that has the highest battery percentage. It robs customers of supply, and where does it stop?

I really wanted Space Grey and the sale ended on Saturday what do you think about returning this Silver and getting it if/when its in stock? Seems kind of a a$$ thing to do but they didn't have it and I wanted to save 300$.

 

[oneMadRssn]

Dude - they clearly say - " If we caution you or deny your return, you may request a copy of your Return Activity Report by calling 1-800-652-2331."

So they clearly mention they may deny or caution a return..

No it doesn't. That does not put a customer on notice about the circumstances of a return being denied. It just says what you can do if they deny. It doesn't tell you why they might deny, or what triggers a denial. If they deny, there is nothing there for a customer to know whether it was proper or not. Even something that says "we can deny a return at our sole discretion" would be more detailed and proper. But they don't want to say that outright, because it's bad for their image.

This isn't a mom and pop shop, this is a huge and sophisticated corporation. A customer doesn't deal with them on a hand-shake level, rather the interaction is controlled by written contract. That sentence above does not pass muster under contract law, not at all.

Returning it based on those criteria is alright (remember how someone returned 2 computers based off battery drain?) - what they seem to have a problem with is returning numerous computers for trivial reasons.

Sorry, but I think it's pretty ****** to want to open every single macbook to find one that has the highest battery percentage. It robs customers of supply, and where does it stop?

That's not my problem, and it's not the customers problem. Like I said, Best Buy can have whatever rules they want. They just to be clear and up front about it. That's all. If you think it's bad that people do this, then don't let people do this in your store. But as Best Buy's policy is written now, customers can do this. It's not like Best Buy is the only store in town, or the least expensive for that matter. If they have bad policies, I'll shop elsewhere.

I buy my outdoorsy stuff from stores such as REI, LLBean, or Backcountry.com because of their flexible return policies when I want to pay for that policy. When I want to save a buck, I buy my outdoorsy stuff from online stores that have no return policy or where all sales are final. Electronics are no different - there are both types of stores.

Best Buy needs to decide what kind of company they want to be: a company that charges bottom dollar prices but all sales are final and there is no support, or a company that competes based on policies and service and keeps their prices in line with other competitors of that type. They're trying to be both at the same time, and that is dishonest.

I would actually prefer they become the first type of store. Get rid of geek squad, get rid of customer support. Just sell stuff and sell it for less than competitors. Compete on price only. Take returns but with a restocking fee if the box was opened at all, unless the product was objectively defective somehow. Go bare bones.

 

[noobinator]

I really wanted Space Grey and the sale ended on Saturday what do you think about returning this Silver and getting it if/when its in stock? Seems kind of a a$$ thing to do but they didn't have it and I wanted to save 300$.

They'll gladly exchange it for you when it's in stock, for an additional $300.

 

[deeddawg]

Yep. Is the color worth $300?

 

[zone23]

Yep. Is the color worth $300?

No it wasn't thats why I went ahead and got it.

 

[duervo]

Caveat Emptor. Should go without saying, but seems that we always forget that at one time or another. I am no exception. I bought a WD MyBook 3TB drive a couple years ago from a local Best Buy. Got it home, plugged it into my Synology NAS (to use as a Time Machine target for the Macs on my network) and it had already been partitioned and formatted.

I was curious about the names of the directories on the drive, as initially I thought it was WD that just put some utilities on their drives ... wouldn't be the first time. So, I stopped short of wiping the drive, and did some Googling, which led me to discover that the directories on it were related to the drive being connected to a cable provider's PVR device in the past. Red flag. Checked the warranty coverage on WD's website using the drive's serial number, and found that it only had 8 months left on its 1 year warranty.

Took it back. Brought it to the Returns & Exchanges counter. Spoke to a lady there (happened to be a supervisor), and when I explained my discovery, she shook her head, apologized profusely, and gave me my money back. She explained to me that she happened to be the one that handled the return of that same drive the day before. It had been returned by a lady that used the story that she had received it as a gift 4 months prior, and never used it. She went further by saying that she didn't return it before then because she was out of town. She raised such a stink in the store when the initial employee refused to refund her the money, that the supervisor I dealt with was called over to help. To get the lady out of the store, the supervisor just gave the lady her money back.

The apologizing I received was due to the drive being shrink-wrapped, put back on the shelf, and sold-as-new. She informed me that it's the Geek Squad personnel that are responsible for checking out returned computer items and putting them back on the shelves, but they are supposed to put "Open Box" stickers on them. So, it was the Geek Squad manager that was responsible for the attempted scam in my case.

I would suspect that in this case, it's the same ... Geek Squad team manager most likely putting returned items back on the shelf and selling them as new. If so, it would appear to be standard op for Geek Squad.

 

[Joshjosh8]

Incredibly illegal.

Caveat Emptor. Should go without saying, but seems that we always forget that at one time or another. I am no exception. I bought a WD MyBook 3TB drive a couple years ago from a local Best Buy. Got it home, plugged it into my Synology NAS (to use as a Time Machine target for the Macs on my network) and it had already been partitioned and formatted.

I was curious about the names of the directories on the drive, as initially I thought it was WD that just put some utilities on their drives ... wouldn't be the first time. So, I stopped short of wiping the drive, and did some Googling, which led me to discover that the directories on it were related to the drive being connected to a cable provider's PVR device in the past. Red flag. Checked the warranty coverage on WD's website using the drive's serial number, and found that it only had 8 months left on its 1 year warranty.

Took it back. Brought it to the Returns & Exchanges counter. Spoke to a lady there (happened to be a supervisor), and when I explained my discovery, she shook her head, apologized profusely, and gave me my money back. She explained to me that she happened to be the one that handled the return of that same drive the day before. It had been returned by a lady that used the story that she had received it as a gift 4 months prior, and never used it. She went further by saying that she didn't return it before then because she was out of town. She raised such a stink in the store when the initial employee refused to refund her the money, that the supervisor I dealt with was called over to help. To get the lady out of the store, the supervisor just gave the lady her money back.

The apologizing I received was due to the drive being shrink-wrapped, put back on the shelf, and sold-as-new. She informed me that it's the Geek Squad personnel that are responsible for checking out returned computer items and putting them back on the shelves, but they are supposed to put "Open Box" stickers on them. So, it was the Geek Squad manager that was responsible for the attempted scam in my case.

I would suspect that in this case, it's the same ... Geek Squad team manager most likely putting returned items back on the shelf and selling them as new. If so, it would appear to be standard op for Geek Squad.

 

[burgman]

Really? 🙄

I live within 15 miles of Best Buy corporate headquarters and at least 12 retail stores....
I've given Best Buy the benefit of the doubt many times on things I've purchased at different BB retail stores and they have been less than honest with me on numerous ocassions.
I reluctantly gave them another shot...

I call them as I see them and stated the facts.....you can defend them all you want but my experience with them speaks volumes.
I could write numerious accounts on their tactics but that is not the point of this thread.

This is the 2nd iMac in 5-days I've returned to Best Buy and this incident is darn right dishonest.......I'm not so stupid as to try for #3.

edit...
I just talked to Apple again about the first machine I got from Best Buy on Sunday. I had the SN since I had non-repairable issues with that unit.
Turns out that unit is from October and again the warranty started then.

Told like it is...

Why do you shop there. just like the pain?