Best Buy & Geek Squad Policies

[zgleason08]

On February 15, 2009 I had purchased a floor model 37 inch Insignia Television that fit my budget.  I had also bought a laptop as well.  When I was in the store I had waited for about an hour for someone to recognize me.  However, the television did not come in a box.  The television was packaged with bubble wrapped and shrink wrapped.  I got a box with all the cords and manuals as well.  Furthermore, when I was exiting I was lucky enough to get an employee to put the television in my car.  The employee definitely assured me that the television would be okay even though he put it facedown.  When I got home and soon came to realize that the television only had a strand of bubble wrap and only two maybe two and half strands of shrink wrap.  Still to my surprise there were two punctures in the screen of my brand new television.  Also, the zip lock baggie with the cords and manual in it, there was no remote.  As you can see this was very upsetting.  I called Best Buy Customer Service and the said " Just bring it back and we can just exchange the television for a new one.  On February 25, 2009 I did that very same thing but was disappointed in the outcome.  The manager came up and was very disgruntle with me and apparently did not care about the situation.  It was like pulling teeth.  Also, he said, " The television that you purchased was discontinued and the only thing I can do is credit you the amount you paid towards a new television."  I really liked the original 37 inch insignia flat screen television and that is what I wanted.  The manager conned me into buying another model and was not even willing to give me a refund.  Meanwhile, I just wanted to exchange for one that was boxed and able to be transported to my house.  In my professional opinion I do not believe that under the 14 day warranty I should have not had to pay even more money for a television that I didn't want in the first place.  Especially when it was the employees fault for not properly securing the television in my car. 

     I shop at Best Buy very often and like to purchase ALL of my electronics here as well.  I just want this issue to be resolved so I can still purchase all of my electronics at Best Buy.  If anyone can help me or give any information on how to rectify this situation I would very much appreciate it. 

Thank you

Zachary {last name removed per forum guidelines}

Message Edited by Elizabeth-BBY on 03-01-2009 08:21 PM

[MobileExpert]

First off, your thread is going to be moved to the BB Policies forum. Just wanted to tell you that in advance.

Second, the employee should not have placed it face down. That is a recipe for disaster unless there's a couple pillows under it, and even then it's risky. It seems like he didn't know what he was doing.

The TV wasn't in a box because it was a display. Displays are never in boxes. It would just be too much trouble to keep upwards of 50 large boxes.

The reason you couldn't just exchange it for a NIB model was because the one you bought was the last one. Once a product is discontinued, the display is either sold or shipped back to the manu., depending on what the system says to do.

You did get a discount because it was a display, so even if you did an exchange for a NIB model of the same TV, you would've had to pay more. The manager gave you a store credit, which for your intent seems like it would be the same as a refund since you still wanted to purchase a TV.

And lastly, FYI, the return period on TVs is 30 days, not 14.

After your thread is moved, one of the mods should be along shortly to help you get your issue resolved.

[Elizabeth-BBY Community Supervisor]

Hi zgleason08,

Welcome to our forum!  How horrifying it must have been to unwrap your television at home to find this damage!  I had a similar experience buying an open-box television once so I can most definitely empathize with what you were feeling in that moment.

When a customer chooses to self-transport a product home, they are responsible for securing the item in their vehicle and are responsible for any damage that may occur.  Still, I am sorry if any action by our employee contributed to this situation, and I am glad that the store offered you credit towards a different unit.  Unfortunately, whether this had been a new item or the floor model that it was, the most a store can credit back is the original purchase price.  It's understandable that there were no more of this item in stock - if you were sold the floor model, that means it is no longer carried.

I am sorry that you weren't satisfied with the resolution offered or the service from our store manager.  I have sent you a private message with more details in hopes of turning this around for you.  To check your private messages, make sure you are logged into the forum then click on the envelope in the upper right-hand corner of the page. 

Thanks for posting!