Why would you every buy a laptop from a place like Best Buy?

Now, this isn't meant as a knock on them because no one puts a gun to anyone's head to shop anywhere, but rather I'm trying to understand what I missed today while at Best Buy and asked the salesperson some questions...

I got a gift card to Best Buy and didn't know what to do with it so though I'd either get some CD's or maybe a laptop bag. When I went in, I decided to glance at their laptop models.

While looking at the HP ones (none even offered a 9600M or 12cell battery!), a salesperson asked if I needed help so I thought I'd ask him a few questions.

1) [this I knew but thought I'd ask anyway in case] "Can any of these pre-configured models be changed at all? Like if I wanted a 9600M graphics card or a 12-cell battery?"
Answer: No

2) If I were to buy one of these pre-configured laptops, what is the return policy?
Answer: 14 days and if opened, there is a 15% restocking fee.

3) REALLY?!? So how can I fully evaluate a product since it is somewhat locked down software wise in your store until I bring the laptop home and at least try it for a couple days to see if it meets my needs?
Answer: Oh, well, you can't. Not without paying the restocking fee.

4) So I'm just wondering, but HP allows 21 days instead of 14, charges no restocking fee, and allows me to customize my choices on top of it. So playing Devil's advocate, why would I still want to order from Best Buy?
Answer: Well, for one, we are cheaper. And secondly, we have all our own techs right here so your support is through Best Buy, not HP.

*so I'm thinking, are they really cheaper?!?*

I thank him as he walks away temporarily, I pull out my pocket PC phone and go to HP's website, configure the same DV5T to _exactly_ what is listed there and...it's CHEAPER!

Not only that, I notice a 2-year accidental protection plan is $249 where through HP you get it for $80 less because of an instant rebate incentive they seem to allllllways have, etc.

So he walks back over again and I ask him, by showing him my phone, that the exact same laptop is cheaper through HP, greater return policy, and no restocking fee. And I tell him I'm just trying to understand the value-add as a customer.

Answer: "Well, that is probably an error in pricing, and with us, you can have your laptop tonight (true) while you have to wait for HP to ship it to you"

He also told me that with the accidental damage, the Geek Squad guys get OEM parts from HP and they do any repairs, not HP. I asked him if they are equally trained, etc. etc. and he said they are better trained (than HP's own techs?)

This last part could be true, I have no evidence either way.

So anyway, this is not meant to be an attack on Best Buy, but as a consumer, I'm trying to understand why people would buy a laptop from Best Buy? What am I missing?

I'm guessing it's...like my parents They know nothing about tech, don't know where to turn, have NO stomach for tech research or due-dilligence, and feel comforted by the 'big name' that someone like Best Buy has. Of course they have no way to judge if they are getting a good deal from all the points listed above, but they end up having a laptop and can carry it into a store when they have issues.

Note: I'm sure other large retailers have similar policies so once again I'm not knocking Best Buy, just trying to understand. I have never bought a desktop or a laptop from any chain or store (other than Costco and the vendor's themselves), so I really didn't know what the price-points and policies were.

Now that I do, I'm just trying to see what I'm missing...

 

I agree with you on all points except for one: the Best Buy techs are way better trained than the majority of the HP ones. If you check the forums here, you'll find plenty of stories of people getting their laptops back from HP completely mangled.

Best buy mostly, as you said, caters to those that do not know much about tech,

 

Maybe because sometimes bestbuy offers models that you can't purchase through hp... like the dv3. Or maybe because hp doesn't offer any models that have a 9800 for $1000 like Asus or Gateway does... but you already knew that right?

 

I have several times now found laptops for the best price at Bestbuy, including Toshiba, Gateway, Sony, and Asus. However none of these are HP/Compaq/AW.

Don't know what to say, except that BB does often have the best prices on these brands. I haven't been following the HP's as much so I wouldn't know about them, but I'll take you on your word that they are cheaper at hp.com

 

Sometimes I've seen very good prices on very low-end laptops at Best Buy. Like something for $400 or so. But for midrange to high end stuff... yeah, I wouldn't buy it there. The thing about how you can take it home tonight... well, the salesman has a point there, I can't argue with that.

I still like to go to Best Buy though... to check out the hardware so I can decide what I want to order online.

 

Best Buy has good prices when the model you want is on sale, plus you can abuse their no interest financing. If I were less poor I'd order precisely what I want from hp.com, though being able to return defective merchandise to a local store has its merits.

Having better techs than HP is not a particularly high bar.