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Purchased the laptop in February 2023. It was on sale for $1099.99 ( full price add $550). I did not buy the Best Buy Geek Squad service contract. My logic was, a new computer, I shouldn’t need it. Besides this I had the service contract in the previous year and did not use it.
By July computer was hot to touch. I bought a cooling pad. By mid November the computer would not boot up. Took it back to Best Buy and was told the motherboard died AND since I did not buy the Geek Squad service plan I could not get an exchange. The computer still had the manufacture warranty so the motherboard was replaced AND the lap top is hot to touch again, i.e. on the same day I brought it home.
I wrote the Best Buy CEO and immediately received a call from a CEO representative. The bottom line is no exchange. He recommended I buy the Geek Squad service plan.
I also wrote the manufacturer ASUS, and heard back immediately asking for the serial number. I have yet to hear back from ASUS.
I stopped shopping at Best Buy for about 15 years as a result of poor customer service. I am not sure how I will handle this yet, but I recommend you find somewhere else to buy your technology.
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We are extremely sorry to hear of your unfortunate issue. We are glad that the manufacturer's warranty assisted in repairing your computer. Asus is considered one of the major brands within the market.
It is true that, by not purchasing the additional service plan, you've agreed that the retailer is not responsible for defective products. This is the same as you'll find from most retailers. That said, we do not want to leave you hanging.
There could be several reasons for a system that is overheating. There could be a lack of air circulation to keep the electronics cool; there could be a malfunction of (a) fan(s) within the unit or there could be too much power being supplied by the power supply. The fact that the unit is hotter than you might think is normal does not create a need for service. Start by trying to check the power input and confirm nothing is blocking the airflow for cooling. By all means, continue to use the cooling pad, make sure to always plug in with a line conditioner and keep a good backup of all your important data.
If you decide to replace the laptop, speak to your local Best Buy management team. You may find they can help a little with the price.
Most sincerely, PLEASE, let us know if that doesn't satisfactorily take care of the issue.