California
I recently had a problem with spyware on my computer and called Best Buy in West Hollywood to talk to a computer tech to determine the best software for the problem. I spoke with her for 20 minutes specifically detailing the issues, and she strongly recommended a product they carry. One hour later, I purchased the software and before leaving, specifically asked the cashier if I could return the item if it did not work. She said yes and I immediately went home and installed it. I was asked to update the software, and subsequently my computer continually locked up and crashed.
I removed the software and went to the company website and determined through reading the forum page that they too are having problems with that strain of software.
Two days later, I went back to Best Buy and they refused to either refund my money or give me a store credit. I explained that the software was a recommendation from their rep and was told by the cashier I could return it. The manager stated that software items could only be returned unopened according to the restriction on the back of the receipt, and that it could only be returned/exchanged for the same product if defective (the cashier failed to explain that part). In short, I received nothing.
One last issue, the manager stated that it is a Federal Law that they are prohibited from accepting returns on software and DVD's because of pirating issues. I never heard of such a law.
Is this legal and do they have any obligations to the consumer? It is also my understanding that return policies should be prominently posted and offered up BEFORE the sale and not after (i.e. policy on back of paid receipt). There were no return policy signs posted in the software department or cashier stands.
Where do I stand on this????
I recently had a problem with spyware on my computer and called Best Buy in West Hollywood to talk to a computer tech to determine the best software for the problem. I spoke with her for 20 minutes specifically detailing the issues, and she strongly recommended a product they carry. One hour later, I purchased the software and before leaving, specifically asked the cashier if I could return the item if it did not work. She said yes and I immediately went home and installed it. I was asked to update the software, and subsequently my computer continually locked up and crashed.
I removed the software and went to the company website and determined through reading the forum page that they too are having problems with that strain of software.
Two days later, I went back to Best Buy and they refused to either refund my money or give me a store credit. I explained that the software was a recommendation from their rep and was told by the cashier I could return it. The manager stated that software items could only be returned unopened according to the restriction on the back of the receipt, and that it could only be returned/exchanged for the same product if defective (the cashier failed to explain that part). In short, I received nothing.
One last issue, the manager stated that it is a Federal Law that they are prohibited from accepting returns on software and DVD's because of pirating issues. I never heard of such a law.
Is this legal and do they have any obligations to the consumer? It is also my understanding that return policies should be prominently posted and offered up BEFORE the sale and not after (i.e. policy on back of paid receipt). There were no return policy signs posted in the software department or cashier stands.
Where do I stand on this????