My joy at replacing my 8-year-old tower with the latest in 21st century hardware and software turned to disgust when the machine I bought quit booting up just three days after I bought it. This is not Best Buy's fault, but a fact of the computer manufacturing industry, where between 10 and 20 percent of all new computers fail shortly after purchase.

Greatful I purchased a 2-year service contract with the Geek Squad and secure in the reassurance I received from Scott and Richard, the knowledgeable and friendly salesmen who helped me, I knew I could return my computer, hassle free, within 14 days of purchase.

As it turned out: Return, yes. Hassle-free, no.

I called ahead to say I was driving up from Cottonwood with my defective machine and wanted to just trade it out when I got there. Maybe they could have the new machine ready when I arrived? It was, after all, 7 p.m., and I was making the trip after a long day in the newsroom.

Told the process wasn't that simple, I asked to speak with the manager, whose name recalls a variety of cheese and who we will refer to, for the purposes of this piece, as Cheddar Jack.

"We have to determine first what the problem is before we can allow you to switch out a new computer," Cheddar Jack said. "It's company policy."

"I bought my computer three days ago," I said. "It won't boot up. I don't want this machine anymore. I was told I could return it within 14 days. You want me to wait in line after driving up from Cottonwood just so you can tell me what I already know? Why should I have to wait around when I can just return it and replace it with a new one within 14 days?"

"You can do that," Cheddar Jack said, "but there will be a 15 percent re-stocking fee. That is clearly stated on the box."

That was news to me. A vein in my forehead stood out. At this point, I screwed up because my anger at this new piece of information got the better of me.

"I was told I could return it in 14 days if there was a problem. Now you're telling me I have to pay more than $100 to return a machine I no longer have confidence in?"

Cheddar Jack stuck to the company line.

"So your just a bunch of [term for tall tale tellers] and [term for people who sometimes come into conflict with law enforcement]?" I asked, using my best prosecutor's voice. "I'll speak to you when I get there."  Click.

Well, that set the tone for what came next, which involved me standing around looking angry with my arms crossed, pacing the floor, while Cheddar Jack and the friendly and knowledgeable Viian of the Geek Squad held me hostage to diagnose my computer's issues.

First they discovered a loose connection.

"I am told you had a loose connection. It has now been secured," Cheddar Jack said.

"I don't want that machine," I said. "I don't trust it. You mean I now have to take back the computer I have no confidence in, because you say it's fixed,  or pay $100 to replace it?"

Cheddar Jack: Company line. "There is nothing physically wrong with it," he said.

"Is all of this, an unhappy customer and a tarnished reputation for your company really worth $100? Don't they provide you training on how to deal with an irate customer?" I asked.

"We can run a diagnostic of the hard drive, but it will take 45 minutes."

"Run it," I said.

It was now approaching 8:15 p.m., 45 minutes before closing. I had been in the store for nearly 30 minutes.

Well, guess what? About 20 minutes later, an hour after I arrived, the Geek Squad determined the hard drive was, in fact, corrupted. Now they would switch out the computer.

Cheddar Jack, who didn't know how to pack the computer back into the box properly, who spent most of my visit with his back turned to me, declared he was glad the company rules had resulted in my receiving the replacement.

I did not feel glad. I felt angry.

Until the very end of the process, and then, only  in response to my prodding questions, Cheddar Jack refused to acknowledge my hassle and inconvenience. He did not apologize,  until I suggested it, then lied and said he already apologized "multiple times."

Shame on you, Cheddar Jack.

He said he was doing me a favor by waving the $70 cost of the diagnostic, until the Geek corrected him and said it was included in my service contract.

"Because of this experience, I do not feel I am valued by you as a customer," I told him.  "I don't feel my purchase is valued," I told him.

"Oh, we value your purchase," Cheddar Jack said. Translation: "We value your money, just not you."

As a person basically ignorant of the retail computer business, I know enough to realize that Best Buy has a contract with Gateway in which Best Buy agrees to purchase many thousands of computers and Gateway agrees to take back those Best Buy claims do not operate.

Best Buy's 15 percent re-stocking fee, which is explained by noone at the time of purchase, is really just another way for the giant retailer to stick it to a customer who has no confidence in the machine he or she buys.

Dissatisfied customer? Pay another $100 and we'll give you what you already paid for in the first place, a working computer you have confidence in.

Cheddar Jack, who said he was the top manager at the store, wouldn't answer me when I asked if he had discretion to waive the fee.

Other computer stores, that have a more customer-centric policy, are no longer in business, Cheddar Jack explained.

Well, bully for the free market, I thought.

I sure hope the loss of a customer who might have spent another $1,000 or more was worth it.

Will I ever set foot in a Best Buy again? Maybe, but not in Prescott Valley, at least not unless I am forced to in order to get what I thought I paid for in the first place.

Yes, living in a beautiful rural setting has many advantages, but when it comes to an expensive purchase, you'll probably want to pay more at a small shop closer to home and avoid the inconvenience, aggravation and mileage of a big box in the big city.

They value your purchase, just not you as a customer.

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