Best Buy Washington

I bought that PlayStation 5 at this store in Washington, Utah. I traveled from Las Vegas, Nevada, all the way to this store to pick up my PS5, which was listed as open box in good condition. It specifically said “Good Condition” and stated that it only had scratches and cosmetic damage and that it did not come with the original box. After driving four hours there and back, I finally got home, turned on the PlayStation, set it up, and immediately noticed that it had screen artifacts—small dots and dead pixels appearing on the screen. The problem is not with the TV; the PS5’s GPU is failing. In other words, the GPU is dying, and there appear to be cores that are failing and can no longer properly process the image. I tried using a different HDMI cable and connecting it to another TV, and the problem remained. The issue is definitely with the PS5. I restarted it, followed all of Sony’s troubleshooting instructions, and contacted Sony Support. After that, I went to the local Best Buy store here in Las Vegas, where I live, to see if they could either exchange the console or have it repaired. I went to Geek Squad, and they told me that they could not repair it and that they only repair laptops, which is incorrect because my purchase clearly states that it comes with a one-year repair warranty and one year of support. They sent me to Customer Service. Customer Service told me that I would have to pay the difference for a brand-new PS5. I also tried contacting Customer Service online, and they told me the same thing: I would either have to pay the difference for a new one or find another one at the same price. The original price I paid was $333 after taxes, not including the cost of the trip and the significant amount of money I spent on gas. I thought I was getting a great deal because the console was priced so low, but in the end, I lost money because Sony will not honor the warranty, and Best Buy is refusing to help me with the warranty either. Best Buy will not exchange it for another open-box PS5 unless I pay the difference. They will not repair it because they say they do not repair PS5 consoles, which is unacceptable because the purchase clearly states that there is a one-year repair warranty. Basically, Best Buy sold me a console that does not work as if it were fully functional. They did not properly test it or inspect it before selling it, and overall, I have received extremely poor customer service from Best Buy because they are refusing to take responsibility for this situation. The only solution they are offering me is a return. However, a return would only refund the money I spent on the PS5. It would not compensate me for the money I spent traveling to Utah, the gas I used, or the approximately five hours I spent driving to pick up a product that should have been working because you sold it as functional and in “Good Condition,” stating that it only had cosmetic damage and was missing the original box. Instead, you sold me an item as functional when it was not functional, and now you are refusing to provide a repair, exchange, or warranty service for it.

Employees always friendly and helpful in every Best Buy I have visited.

Friendly, helpful and low-pressure.

IN STORE customer service was AWESOME and that is what sparked the review. That review stands firm! However, I called the "local" number to get a manager to pay the compliment - which I do for all "extreme" service (either extremely good or extremely bad), and the experience trying to get past the horribly programmed AI "agent" only to be sent to some outsourced call center with a "person" I could not understand, I would give their phone experience a NEGATIVE 5. Back to the guys in the store - THANKS for hooking me up with the perfect WiFi and BT solution - your recommendations helped me get back to work quickly and even better than expected. Rock on IN STORE!