Best Buy & Geek Squad Policies

[jcamp]

Ok so here's the whole story. Bought a 46" LED-LCD TV from my local Best Buy on the 21st. They delivered it on Friday, the 25th. They were supposed to come out and install it Sunday, the 27th. I got a call that the installer called out sick, so they had to reschedule to the end of the week. Ok fine, annoying but dealable. I wanted to actually use the tv since I paid 1800 bucks for it and it's been sitting in the box for 3 days, so I set it up on a table. TV doesnt work. I have sound but no picture, definitely not a user error type of thing.  Called geeksquad and they won't exchange it for a new TV, they insist that they need to come out and fix it. They're scheduled to come out Thurs, and all they're going to do is tell me it's broken, take who knows how long to get parts, and maybe 3 weeks after I've bought this TV i can use it.

What's the policy here? I couldn't find anything about returns that have come through delivery and never worked. I can understand this if the TV worked for a while and broke, but it never worked! I want to watch my new expensive TV! What can I do here short of driving by my local best buy and chucking it in the door.

jason

[Nokia]

Do you have a way of getting it back to the store? If so, you can bring it back and exchange it. If not, it will have to be picked up, but the store cannot refuse an exchange. There is no reason why the store should be attempting a repair of a nine day old product.

[jcamp]

Hmm I might, but the store was in NYC. Could I take it to any best buy?

jason

[jcamp]

Also since this was a delivery required item, would they even stock it at a store? If so I'll definitely find a way to get there tomorrow. I don't live near the one I bought it at (its by my work) so it would be much easier if i could take it to another store.

jason

[Nokia · Accepted solution]

Yeah, you can exchange it at any BB. Items are usually delivered when the customer has no way to get them home. If it's not in stock, you can get a refund or a store credit and rebuy it.

[Adamtech Emerging Expert]

Agreed, I would exchange it in the store. There is no reason to have the customer service a 9 day old television.

[jcamp]

That was a bit of a pain, but I have a working TV! Thanks a lot for your advice, much appreciated.

Jason

[Adamtech Emerging Expert]

You're most welcome! Sorry for the pain.