Best Buy Plano

I am very disappointed with my experience at Best Buy and how this issue has been handled over the past several months. I purchased a laptop in-store in September for graduate school, where having a dependable device is essential. By November, the laptop stopped turning on. When I brought it in for service, I was informed that it was leaking lithium, something I would not expect from a newly purchased device. As a result, I was without a laptop during an important academic period and had to complete my exams without one. I did not receive the laptop back until the end of December. Unfortunately, the problems continued. In January, just two days before a major project deadline, I discovered that the camera was no longer functioning. I contacted the store immediately and was advised to bring it in again for repairs. Since then, I have made multiple visits and follow-up requests, yet the matter remains unresolved. We are now in April. After several in-store visits and consistent follow-ups regarding a replacement, I was informed that a replacement had been approved. However, I was then told that the issued coupon had already been claimed. I never received or used this coupon, and I was informed it had been redeemed by someone in another state whom I do not know. Throughout this process, I have clearly communicated that this laptop is essential for my graduate studies. Despite that, there has been a lack of timely communication, ownership, and urgency in resolving the issue. I have had to repeatedly follow up myself without receiving clear updates or a satisfactory resolution. This situation has been frustrating and disruptive, particularly as a student who relies on a functioning laptop for coursework, projects, and deadlines. I know Best Buy is a company known for high standards and customer service, which is why this experience has been especially disappointing. I remain hopeful that this matter can be resolved promptly and professionally.

Very consistent service and customer service. They carry quality products.

Great staff - especially Kyle in computers. He really knows his stuff and he's super helpful without hovering. Every time I come in thinking I know what I want (I'm an IT professional), and every time he casually points me to a better product at a much better price. I really appreciate being able to immediately walk out of the store with what I need and to have an expert suggest items I might not immediately see on the shelves.

Dyruv or whatever his name is, is a terrible manager. He does not care, he recommends solutions he has not ever tried himself. I am not sure if I will ever go back to Best Buy after they did not replace a brand new TV that did not work out of the box. I am now 2 weeks dealing with samsung who has not provided a solution. All for a TV that probably cost them $150