JR
Jian Carlos Ramirez
3 days ago
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.
MM
Mick McEntire
Jul 16, 2026
Buy appliances from a different retailer!!! I don't think this review reflects on Washington, Utah Best Buy as much as it does for Best Buy as a corporation. I bought a $1500 dishwasher and the geek squad protection. The dishwasher is great, but the Install & customer service was terrible. The guy who showed up to install it (Eliaza, I think he was out of Las Vegas) tried charging me extra $$ to install something that didn't need to be installed and told me he could not install the dishwasher b/c an outlet needed to be added. He first tells me he can't add the outlet, that it has to be done by a licensed electrician. Then tells me he can do it for the right amount (shady). The dishwasher came with everything needed for the install (the needed outlet). I find this after installing the dishwasher myself at the end of the day. The installer never bothered to open up the appliance to check for everything needed for installation. After telling me, he can't install the dishwasher. He leaves me with his number to call him once I get the outlet installed myself, but changed his mind and tells me to schedule it through Best Buy. So I spent hours and money to install this outlet, that I found out didn't even need.
That was the first complaint. A second was when I called customer support to have the guy come back and install it, they told me it was gonna be a week. It already took me a week to even get it delivered. I felt like that was unacceptable. Considering the circumstance that just took place. I asked to talk to a supervisor. I was told that they were busy and that they would call me back in one to two hours (they never called me back). So I just installed it myself. While talking to customer service, I suggested that they use a different installer (contractor), but they didn't seem to care. They're probably still using the individual, and he is taking advantage of homeowners. Best buy ended up wasting my whole day. To this day, they have yet to call me back or make any kind of restitution. Luckily I'm handy, and I was able to do it myself. It's sad to think that there's people out there that can't do this themselves, and would therefore could possibly be without an appliance for weeks or take advantage of.
The third issue I have is when my wife went to the store to return the installation kit that we ended up not needing. They told us that they could only refund us only $12 for the installation kit that cost us $30. So much for geek squad protection. (case ID 377402878 Order# BBY01-8072050812840)