Best Buy removes 32GB RAM worth $600 to "repair" customer's 64GB gaming laptop

A customer purchased a Lenovo Legion 5 gaming laptop from Best Buy's website last December, only to have it repaired by Best Buy in a manner that reduced the system's installed RAM from 64GB to 32GB. The laptop, equipped with an Intel Core i9-14900HX processor and an Nvidia RTX 5070 GPU, showcased a 15.1-inch WXGA display, 64GB of DDR5 RAM, a 2TB SSD, and a 1TB dock station.

After experiencing random Blue Screens of Death (BSODs) eight months after purchase, the user attempted to resolve the issue by reinstalling Windows, but to no avail. Consequently, the laptop was sent to Best Buy for warranty repairs on July 25, with the company completing the process on August 4. However, upon receiving the laptop back, the user discovered that its second 32GB memory module was missing.

Best Buy's invoice claimed that the second module was removed because the laptop only supports up to 32GB of system memory, with the removed module returned with the device – valued at over $600. The user insists that the laptop was sold with 64GB of RAM, and they had not installed the additional module themselves. The Legion 5 model remains available for purchase at Best Buy, listed as Lenovo - Upgraded - Legion 5.

The term "Upgraded" in this context remains unclear, with online speculation suggesting it may indicate the manual installation of the second memory module by a third-party seller, PC Heaven. While some Reddit users advised escalating the issue with Best Buy's customer service or visiting a store to request a replacement or an additional memory module without extra cost, the original poster (OP) remains unsure about their next course of action.