Best Buy & Geek Squad Policies

[Best_u_r_not]

On December 1, 2009, I purchased a Sharp 32" floor model television.  When I got home, it did not work...it appears that the screen is damaged - knowing that I did not drop it or otherwise cause the damage, I returned it to the store within one hour to speak to the manager.  

The Store Manager was rude and unprofessional and basically told me "tough luck".  He even suggested that he could review the surveillance tape to see if his staff caused the damage or not - I agreed suspecting that the damage was caused by them as it looked like the corner of the cart may have hit the screen. After a short time, he returned to tell me that the  tape was at the wrong angle and showed nothing...therefore again - "tough luck!"  

Now I was angry...I have followed every avenue to try and get a resolution.  Telephone calls, emails...I even emailed your customer service centre (who commits to a 48 hour response time) - it's now 3 weeks later and NOTHING!

I have made numerous purchases at Best Buy, including this $500 one...I cannot believe that you would treat your customers like liars, crooks and cheats.  All I want is a television that works! and the respect and understanding that all of your customers deserve!

[Nokia]

When you were looking for TVs, was this Sharp hooked up and functioning? Or was it somewhere in the dept. where it wasn't powered on?

[AGENTG]

I am very disappointed to hear of your experience in the store. The community moderators will be with you shortly (this can take a couple of days because of the influx of posts due to the holidays and because they tend to review the matters internally before replying). The mods fight very hard to get you the best possible resolution and do not leave customers hanging! I do hope that they are able to win back your loyalty to Best Buy! Best Wishes!!

[Best_u_r_not]

It was hooked up initially...however the salesperson disconnected it, loaded it in the cart and I went to the checkout.  It was not checked again before I left the store and I only realized the damage when I got home and sat down to enjoy my new t.v. - this was all within one half hour of leaving the store.  The damage is not visible until you turn it on.

Thanks for asking!

[Nokia]

This is really gonna be a tough one, since you do admit that it was working when you bought it. Well, it's up to the CCs now.

[Dorothy-BBY Community Supervisor]

Hello there -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate you taking the time to share your experience.  I do appreciate your patience until he is able to contact you.  Normal contact time is between 3 - 5 business days.  

[Aaron-BBY Community Connector]

Greetings,

The purchase of a brand-new TV is by no means a small investment, so I can imagine how disappointed you must have felt to discover that your TV’s screen may have been damaged.  I was also disheartened to hear of your experience when speaking with the store manager.  If you did not have the TV delivered by Best Buy, however, I regret to inform you that a return or exchange may not be an option that we will be able to provide.

Best Buy is responsible for any damage that may occur to products shipped from our warehouses or in our delivery vehicles.  That means that if the TV was delivered damaged by us, it could be replaced whether we are able to verify how the damage occurred or not.  If a customer chooses to bring a product home themselves though this guarantee does not apply, and the customer accepts full responsibility for the safety and transport of the item once it leaves the store.

If you have not already done so, I would strongly encourage you to contact the TV’s manufacturer for additional assistance – a Sharp representative may be able to provide you an alternative solution.  In the meantime, please let me know if you have any other questions.  You can send me a private message by signing into the forums and clicking on either my signature below or the letter icon in the upper right-hand corner of the page.