Complaint Letter:
Best Buy Co.
8133 Ontario St,
Vancouver, BC V5X 0A7
March 10, 2019
To: Best Buy Co. Customer Service Department
Subject: Returning an open box laptop that I bought online
Hello,
I have purchased an open box black ASUS laptop recently, and I noticed a couple of issues. My transaction number was 43249, totaling $599.99. I bought this computer under the “open box” policy, which my friends recommended to me. As far as I understand, what this policy does is that a new laptop can be returned, then fixed by the Geek Squad and then it is sent for resale under the open box policy for a cheaper price. Everything seemed perfect for the first few days but I noticed that sometimes the laptop would not connect to the internet. So I’m thinking that maybe this was the issue that the initial buyer faced too, and I assume that it didn’t get properly fixed. I went to Geek Squad and talked to them about this issue, and they recommended that I reinstall the network adapter. That didn’t seem to fix the problem, and hence I am asking if it is possible to return the laptop and receive a refund.
Thank you,
Razvan Nesiu
Bad News Adjustment Letter:
Razvan Nesiu
The University of British Columbia
2329 West Mall,
Vancouver, BC V6T 1Z4
March 11, 2019
Subject: Returning an open box laptop that I bought online
Dear Razvan,
We value our customers’ opinions regarding our products and services. We are sorry to see that you were dissatisfied with the laptop and with the Geek Squad services. We apologize for not being able to fix the wi-fi related problem on your laptop. Please arrange the shipment of the product back to the warehouse or simply bring it in at any Best Buy location that is most convenient to you. We will give a full refund for the product that you purchased, and on top of that, we will give you a discount of 10% on your next purchase from our store. This offer is for any product available in our store from 8133 Ontario St, Vancouver, BC V5X 0A7. Please do let us know if you have any questions or concerns.
Best Regards,
Best Buy Co. Customer Service
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