Best Buy & Geek Squad Policies

[Aaron-BBY Community Connector]

Hello Don (AcadiaAxeman),

I can imagine how disappointed you (and your mother!) must have felt to discover that the screen may have been damaged on her new TV, especially so soon after you made the purchase.  As Nokia has already mentioned, however, I regret to inform you that an exchange or return may not be an option we are able to provide if you did not have the TV delivered by Best Buy.

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 Samsung 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.

[lindasue]

I agree with the purchaser. I have worked in retail for over 25 years and in shipping and receiving. I see the condition that many items are in and fortunate enough to refuse such items or make a freight claim. There is such a thing as CONCEALED DAMAGE but unfortunate the manufacture is only willing to issue credit within 48 hours of a purchase order being received. That is there only liability. Obviously Best Buy knows the rules and does not want take on a hit  (loss) They also don't have the competition  anymore so I don't really think they care too much about customer satisfaction. Who knows what happens from point A to point B  before it is received ??I think even vibration could set off a stress crack. I hope the customer used his CC and can dispute this issue.

[cr_client]

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lindasue wrote:

I agree with the purchaser. I have worked in retail for over 25 years and in shipping and receiving. I see the condition that many items are in and fortunate enough to refuse such items or make a freight claim. There is such a thing as CONCEALED DAMAGE but unfortunate the manufacture is only willing to issue credit within 48 hours of a purchase order being received. That is there only liability. Obviously Best Buy knows the rules and does not want take on a hit  (loss) They also don't have the competition  anymore so I don't really think they care too much about customer satisfaction. Who knows what happens from point A to point B  before it is received ??I think even vibration could set off a stress crack. I hope the customer used his CC and can dispute this issue.

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