Best Buy ripoff No Lemon Policy Sugar Land Texas

Wow: that is some great advice, an I will apply it to my situation also.

see my previous posting

Executive resolutions dept generally handles "hot" issues from the Media, TV Radio, a BBB report.. an attorney sending in a letter etc. they work with Best Buy legal dept and DO have the ability.. to force store management to do returns etc. they can issue gift cards etc (charing the individual store budget without the store GM approval)

when I worked at BBY they were a small group that only handled "escalations" what has probably happened since I left the company.. is that frustrated people who have called the 1-800# (like yourself) have found out about them and are now "bugging them" with issues like this.

the reason your not getting a "NO" answer is (with all due respect) your not an important person.. I have seen returns done 12months after the return policy for football players, movie stars etc.

become an important person
1) find out the current selling price of the laptop you currently own

2) find a model on bestbuy.com that you want within that price range. write down the model# and sku# be clear on what you want.

3) file a complaint with the BBB (in the state of MN www.mdn.bbb.org NOT your local one) although the BBB is paid by best buy. they do have to respond to the meditor assigned to your case.. and someone will call you back.

4) if all else fails, file a small claims case..

good luck, you'll need it

I followed your advice and have already ordered the battery.

I contacted Executive Resolutions, but the person on the line told me that there is nothing he can do to force the store. He said to just go back to the store and discuss the matter with the store manager. I told him that I have already done that, he said to just try again.

I saw online somewhere to contact AIG (underwriters of the performance service plan), to resolve issues which cannot be solved be BestBuy.

Let me know, if there is anything else that I should do.

Regards,

as an ex-employee, let me clarify the policy, then how to resolve your issue

the policy basically states that once a junkout is approved (as in your case) then you can exchange for an item with similar specifications..

if you spend $1600 say X years ago for a 486 processor and today for $1600 you could get a fancy dual-core 64bit.. you don't get the dual core.. and given 486 processors no longer exist.. how does the store (or you) determine what is similar technology?

how to resolve the issue

visit the manufacture website for your laptop & print out the specs.. next on your sales reciept there is a store sku# (a 6 digit code) for the laptop you purchased.. call a differn't best buy store and ask them to lookup in 'RSS' what the currently selling price is for the laptop you purchased 3 yrs ago.. (even though the item is listed as discontinued and no store has stock) say it's $800 now.. search best buy website for a current model selling for around $800 or lower.. that's what you should get.. place your mouse over the photo of the laptop on there website a sku# will appear.. write it down. you should get a NEW IN BOX laptop of a current model.. NOT AN OPEN BOX OR DISCONTINUED model. don't accept 2yr old junk

calling 1-888 bestbuy is a waste of time.. after doing all this.. pick up the phone & call the corp headquarters 612-291-1000 during business hours and ask for executive resolutions dept.
explain everything, who at the store you spoke with.. the current sell price of the laptop you have and the one you think you should get.. in about 48hrs someone at a senior level at corporate will contact the store and basically tell them what to do and the store manager has to comply..

DO THIS TODAY - DO NOT DELAY

the PSP junkout authorizations generally are good in the system for 30days.. after that time you move into a gray area legally. sometimes they get extended another 30days.. but I have seen cases like yours where customers waited 6 months trying to get a better model.. (for example they wanted a new $1600 laptop) then finally saying "ok fine just give me an $800 comparable model" only to be told.. "I'm sorry your past the junkout timeframe you forfeited your exchange so you get..yes.. nothing.. I'm not a lawyer and wasn't involved directly in the issue but I heard the guy filed small claims and lost because the contract has time limitations.. on exchanges (also if you leave something in for repair.. it must be picked up within 30days or the store will throw it away)

lastly, the service plan allows you one free replacement battery on your laptop. I would suggest taking your last service order# calling 1-888-best-buy asking for partsearch and ordering it for your old unit.. (free under your PSP) you can always give it away, sell etc. that's worth $150 to you of course it won't be a Toshiba OEM batt, but a 3rd party generic.. given all the recent laptop batt recalls, my personal advice.. stick to OEM..

if this all fails.. although the Better Business Bureau (BBB) is kind of a joke (there paid by corporations) Best Buy is a member.. file a complaint with the one in Minnesota NOT your local state. they are required to do the mediation thing..

finally, only pursue legal action when everything else has failed. (store manager, corporate, BBB, etc) NEVER Threaten legal action in a store or in anger. why? because the store will call the Police.. the officer will tell you that your being given a written warning not to come back to the store.. & your phone calls to the store or corporate office are NOT welcome... and per company policy employees can't even talk to about anything.. (even unrelated to your complaint) they must refer you to a manager, who will hand you the mailing address of the company legal dept and ask you to leave the store.

if you ignore them and show up at any store the Police will arrest you for criminal tresspassing.. keep calling to try and discuss this issue = phone harrassment.. Don't allow the store managers to sidetrack the issue by getting angry.. and threats never work.. focus on resolving any issue and if you decide to take legal action.. don't threaten.. just do it..

you could pursue small claims but be advised.. when you serve the store manager with legal papers.. the first thing they do is contact corporate legal dept... if you do NOT get a call asking you to reconsider or discuss the issue.. within 24-72hrs ... that's a clear message.. your probably going to lose in court.. Best Buy wins about 90% of all small claims cases. they don't fight cases they think they will lose (win-Internals -vs- geek squad) is a good example..

wish you the best of luck, let us know how things turn out and if this group helped.