Best Buy & Geek Squad Policies

[stephsta]

I bought a 19" inch Phillips tv on the interet. The date it was processed was 11/28/10. I received the product 12/3/10. I use this tv for maybe an hour at night in my bedroom before going to sleep. It now does not turn on and stay on. It stays on for all of 5 seconds. I bought it online cause it was on sale only to find out today that it is a refurbished tv. I don't buy refurbished appliances because all I hear is that they don't work after a short period of time. No wonder why my tv stopped working.  I called the 1-800-best-buy number and talked to the geek squad there in which the guy told me that it is still under the manufacturers warranty but although because of the size of the product it was eligible for in-home service and that I should take it to geek squad in the store. So, thats what I did. I get there, the tv doesn't turn on like I had said. The guy pulls up my account and tells me its refurbished and there is only a 90 day warranty on refurbished items. I told him I didn't buy a refurbished item, he tells me the computer says otherwise. Today is 3/3/11 and the item was bought 11/28/10 so 90 days was 2/28/11. Today is 3 days after the 90 day warranty from the date it was processed and 90 days from the day I received the product and I get no service except to say, I'm sorry there is nothing I can do for you. Best Buy you suck! You will no longer get my business and all my friends and family and facebook will hear about what happened. Word of mouth is so powerful.

[hiblet]

When did the TV start malfunctioning? Did it start before or after 2/28? 

I'm not sure what Best Buy's policy is regarding when the warranty "clock" starts ticking. It seems to me, that with online orders (with shipping involved), the warranty period would start when the TV is delivered and in your possession, not when it leaves the warehouse. In that regard, you likely have recourse. I'm sure one of the Community Connectors will reach out to you.

In terms of the underlying issue - the receipt of a refurbished TV when you feel sure you purchased a new TV... Best Buy's website is very good about identifying those products that are Outlet items and those that are refurbished. In fact, they provide specific information in the product description about the refurbished nature of the product (e.g., refurbished by the manufacturer) and generally change the product name (in search results) to include the word "refurbished". 

If you truly purchased a new product, but received a refurbished product, your receipt will provide the documentation you need to resolve this issue. This doesn't necessarily require a trip to a store. You indicated that the store employee said the "computer said" your TV was refurbished. If you have a receipt or email confirmation that shows you purchased a new (not refurbished) TV, you can contact Best Buy customer service and email the receipt to the rep. That should resolve your issue.

If you were mistaken and actually DID order a refurbished TV, you may still have recourse. I would ask about the warranty start time policy (the "clock" I mentioned above). If you were weeks outside that 90 day period, you'd likely be out of luck. However, you're so close to that 90 day mark that I think it's worth pursuing. 

One other thing - it's a 90 day clock, not a 3 month clock. If you're counting from 11/28, the 90 days ended on 2/26. If you're counting from 12/3, the 90 days end today. 

[Aaron-BBY Community Connector]

Hi stephsta,

The factory warranty period for any product – including factory-refurbished items – always begins on the date the product is purchased.  I can imagine how disappointed you must have felt to discover that your TV was beyond its warranty period though, especially if you were unaware that it was only valid for 90 calendar days.

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