New laptop from Best Buy turns out used

October 30, 2009 7:11:57 PM PDT
Imagine buying your first laptop computer, getting it home and finding out it has been switched and now you have a used laptop. That's what happened to a San Mateo woman.

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Nancy Hole and her niece went looking for a deal on a laptop and found it at Best Buy. But when they got it home they found out they had paid new dollars for an old computer.

Nancy Hole was excited about getting her first laptop computer. Her niece, Maureen O' Rourke took her to Best Buy and helped with the purchase.

When they were back home unpacking the computer, things just didn't seem right. There were no back up discs or paperwork, the packaging seemed haphazard.

"Then when we booted it up, right here in the right hand here there were stories downloaded from MSNBC from September 3rd," said Maureen.

And then a series of photographs were found, and no one Maureen or Nancy recognized.

"When I went into the property of the pictures I could see they were created and downloaded on Tuesday August 9th, a month before we bought the computer," said O' Rourke.

Michael Finney: "Have you told them about this?"

Maureen: "Absolutely. I spent at least 25 to 390 hours with best buy."

Michael Finney: "They didn't just say bring it back?

Maureen: "No the first lady offered us a $50 gift card for the inconvenience.

Michael Finney: "Were they going to replace the computer?

Maureen: "No, that was the first call."

Maureen says they got the computer new off the shelf and a switch must have been made when they had the Best Buy Geek Squad set up their new purchase.

"It was really frustrating and she was spending all this time. I don't want a used computer, I want a new computer," said Nancy.

Maureen contacted 7 On Your Side and we asked Best Buy to check into the problem and they got right back to us.

"We sincerely apologize for this customer's experience," said Best Buy.

The company says Nancy's computer was loaned briefly to another customer and should have been completely restored and sold as an open box item.

Best Buy replaced the computer, refunded the Geek Squad charge and Nancy was given another $130 for her inconvenience.

"I agree that can be fair and at the same time we felt if that is an ongoing problem and the public (and) Best Buy should be aware of that," said Nancy.

We appreciate Best Buy not only stepping up to the plate for Nancy, but for also investigating to find out just what went wrong.

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