Troubleshooters: Fixing a Best Buy online order error

BENSALEM, Pa. (WPVI) -- Last fall, Nathaniel Wolak from Bensalem, Pennsylvania bought a new Apple computer for his daughter.

"We ordered it online on Thanksgiving Day for the Black Friday special," he recalled. "She ordered it, we got the confirmation, we paid for it."

The computer cost Wolak $850 on BestBuy.com.

But later, the Wolaks were told there was a problem with their order. And since the Black Friday promotion had been a one-day deal, they'd now have to pay $300 more for the same computer.

Wolak wasn't clear on why. So he contacted Action News.

"After going back and forth the seventh time, I threw my hands in the air. I sent an email into Call for Action and sure enough, it arrived at my doorstep three days after you got involved," said Wolak.

Best Buy told Action News that when Wolak ordered the laptop on their website, he used his credit card but entered his daughter's name into the billing area.

Since the names didn't match, a red flag was raised by Best Buy security.

Best Buy says, "The safety and security of our customers is a top priority, which is why BestBuy.com has measures in place to detect and prevent possible fraudulent activity. Making sure that the entered billing information matches the credit card is one of these measures."

After the Action News Troubleshooters got involved through Call for Action, Best Buy not only immediately sent Wolak the computer, they also let him have it at the Black Friday price.

What does Wolak say about his experience with the Troubleshooters and the Action News Call for Action volunteers?

"It was absolutely wonderful and I couldn't recommend it enough," he said.

The Call for Action volunteers work hard for our Action News viewers and want to help you, too.

You can reach them Monday through Friday from 11 a.m. until 1 p.m by dialing 1-866-978-4232. That's 1-866-WPVI-CFA.

You can also email the Troubleshooters directly at troubleshooters@abc.com.