Best Buy Atwater Village

I bought an ASUS ROG Strix laptop from Best Buy in October 2023, for almost $3,000. Not even two years later, the laptop completely failed — not because of anything I did. It was never moved, never overloaded, but apparently had a factory defect in the CPU. The processor was behaving erratically, overheating, and eventually died. I contacted ASUS directly, and they told me that warranty repairs for my model are handled through Best Buy, as their official partner. I submitted a repair request and went to the same store where I purchased the laptop. I explained everything clearly, even showed a report from an independent technician confirming the issue was hardware-related, not software. However, the store employee kept insisting it was a Windows issue and offered to reinstall the OS — something I had already done several times. Only after rereading the technician’s report did he admit that it was probably a CPU failure. Then, when I asked them to send my laptop to ASUS for warranty service, he told me, “Our store doesn’t ship devices to ASUS, but you can try going to another Best Buy — maybe in Burbank or West Hollywood.” I’m sorry, but this is absurd. Best Buy is supposed to be an authorized partner of ASUS, and I have an active membership. I’ve been a loyal customer for years, and instead of help, I received indifference and redirection. What’s the point of paying for a membership if it provides no real support, even for valid warranty issues? I’m deeply disappointed with Best Buy’s customer service. I’ve shopped here for years, but after this experience, I don’t plan to renew my membership — and I can’t recommend Best Buy to anyone. If something goes wrong with your expensive device, don’t expect much help.

Placed a pick up order and it was ready in less than 2 hours !!

Eduardo in the customer service area is the absolute man. Had some issues setting up an Apple Watch through my carrier and he spent a ridiculous amount of time fixing it and really made it happen when I was ready to give up

I gave it 3 stars because they were helpful to me, however while I was waiting for my phone, I listened to Jonathan the Greek squad manager be completely and utterly rude and unhelpful to an elderly man who was seeking help and who had paid for geek squad help. Johnathan was unnecessarily mean to this man who was being completely reasonable. Honestly he should be demoted from his position. I would never ask for help from the geek squad because of him. If I had been serviced by him, 1 star. He was terrible and I was disgusted by his behavior.