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Best Buy 'repairs' customer's gaming laptop by simply removing half the RAM— claims unit in question only accepts 32 GB of RAM despite listing a 64GB configuration (www.tomshardware.com)
submitted 1 month ago* (last edited 1 month ago) by to c/technology@lemmy.world
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Best Buy Removed Half The RAM From A Gaming Laptop Because It Said The Laptop Only Supports 32GB

A customer sent a Lenovo Legion 5 in for warranty service with 64GB of RAM.

The Best Buy repair report confirmed the laptop had two 32GB RAM sticks, but the technician said the laptop "only accepts 32GB RAM maximum."

The removed RAM was sent back to the customer with the laptop.

Original Source: https://www.reddit.com/r/mildlyinfuriating/comments/1vpew29/best_buy_sold_me_a_64_gb_ram_laptop_and_it_worked/

Laptop specs(it supports 64 GB): https://psref.lenovo.com/product/legion_5_16irx9?tab=spec

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[–] 9 points 1 month ago (2 children)

I'll fully admit that the scenario you experienced is probable, given what's in the article.

But the main issue is that Best Buy sell a configuration of this laptop with 64GB of RAM and this fix openly contradicts that such a configuration is possible.

On top of that they "repaired this laptop" by removing part of the product the consumer paid for. If I had a repairman come look at my washing machine and they removed the extra rinse feature because that was causing it to flood but that feature was a stock feature, I would be pissed and litigious.

The fact that they didn't actually inform the customer is also bogus.

It appears to be a bizarre episode where Best Buy ‘repaired’ an under-warranty laptop by simply removing one of its SODIMMs, testing it worked reliably, and then sent it back to the customer with half the memory it originally shipped with installed, confusion possibly caused by a purchase made from a third-party seller.

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  • [–] 3 points 1 month ago (1 child)

    My understanding is that it was a marketplace seller, not Best Buy themselves, who sold the laptop to the customer.

    At least the techs actually made an effort to diagnose the issue and figured out that removing the stick of RAM fixed it. They're not responsible for the sale of a laptop with more memory than the motherboard can handle.

    All these marketplaces are a disaster. So many shady sellers posting the same items on every site they can, and nobody takes responsibility when an issue inevitably pops up.

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  • [–] 2 points 1 month ago* (last edited 1 month ago)

    Yes. But it is likely that the seller made such upgrades based in the spec sheet provided by the company on question (either Best Buy or the manufacturer) and in either case someone is liable for that spec sheet being wrong and it promoting the purchase of said laptop.

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