Best Buy customer support reportedly removed a 32GB DDR5 RAM stick from a customer's gaming laptop after charging for a full 64GB setup, claiming incompatibility
The headlines - including those from other publications - make it sound like Best Buy stole 32GB of memory by not returning it to the customer.
What is puzzling is that instead of sending a new 32GB DDR5 RAM module back to the owner, as the total 64GB was purchased as part of the original gaming laptop’s configuration, Best Buy shipped the old one, which was likely defective and may be the reason why the machine broke down.
The hypothesis that the module was defective is pure conjecture.
The service note:
Unit has two 32GB sticks for a total of 64GB, this unit only acept 32GB RAM maximun. One stick of 32Gb has been removed and send back to client with unit. Unit passed all test
I could easily see an inexperienced technician finding that the system fails to POST with both slots populated, but otherwise POSTs with either module in either slot.
In addition to a failed memory module, there is the possibility of a fault in one memory channel or in the CPU’s memory controller.
I was wondering why the OP didn’t send the laptop to Lenovo, the device’s manufacturer. Reading through the post and comments, it becomes evident that Lenovo never sold this system with a 64GB configuration, which is the likely source for the incompatibility claim, and that the OP actually bought this from a third party marketplace seller on Best Buy’s site.
I don’t know the details of the warranty they have through Best Buy, if any, but if Best Buy sold them any kind of protection plan, depending on the terms, they should make the customer whole with what they had originally purchased.
Article is about a Reddit post, which is itself little more than a title and the picture if the service order: https://www.reddit.com/r/mildlyinfuriating/s/hEubi4GAnw
The headlines - including those from other publications - make it sound like Best Buy stole 32GB of memory by not returning it to the customer.
The hypothesis that the module was defective is pure conjecture.
The service note:
I could easily see an inexperienced technician finding that the system fails to POST with both slots populated, but otherwise POSTs with either module in either slot. In addition to a failed memory module, there is the possibility of a fault in one memory channel or in the CPU’s memory controller.
I was wondering why the OP didn’t send the laptop to Lenovo, the device’s manufacturer. Reading through the post and comments, it becomes evident that Lenovo never sold this system with a 64GB configuration, which is the likely source for the incompatibility claim, and that the OP actually bought this from a third party marketplace seller on Best Buy’s site.
I don’t know the details of the warranty they have through Best Buy, if any, but if Best Buy sold them any kind of protection plan, depending on the terms, they should make the customer whole with what they had originally purchased.
Doing the work of a hero out here.