Best Buy & Geek Squad Policies

[sassadaisy]

We purchased a Logitech Remote for our TV on 11/6/11 and a few days ago the LCD screen went White and blurry. We took it back with the box and receipt to the Tualatin, OR store today and both JIllian and Heather were extremely rude and unhelpful. Both said "it looks like it has a pressure crack so you obviously broke it. Since it is an accidental damage we are unable to do anything about it." WOW is all I can say. Who are they to accuse us of breaking the remote. There is absolutely no scratch, ding or dent on the remote. It is obviously a manufacturer defect but now I'm out $164.99 for an item that was purchased 34 days ago. BTW - we are Best Buy Rewards Silver Members so we are allowed a 45 return policy, but that means nothing I guess. I am absolutely appalled that the store manager of Tualatin lets their employees accuse customers of doing things. We have been Best Buy customers for about 8 years and have bought appliances for our home, all of our gaming equipment, and A/V equipment and this is how I get treated? Being accused of doing something that I obviously did not do. I am so upset by this that I am about to close my credit card account with them. I am just disgusted with how we were treated in the store. There are many other retailers where I can buy my electronics and I am sad to say that after 8 years it will no longer be Best Buy.

[CrystalWoW Community Veteran]

Items are required to be in like new condition for a return. I suggest you contact logitech if you believe it to be something covered by the manufacturer. Stress or pressure cracks are not considered a manufacturers defect and as such, logitech will probably not cover it but you may as well try.

[sassadaisy]

I love that everyone assumes that it really is a pressure crack. That's my favorite part. WE DIDN'T BREAK IT. But please, keep accusing us of it. I love walking into a store and being accused of things.

[deusexmachina Valued Contributor]

Due to an oversight, the remote was probably not designed to withstand the gravitational pressures of the planet Earth. This caused your unit to crack and broke the remote.

[sassadaisy]

I guess that's an expensive lesson to learn. Shame on me.

[sassadaisy]

What I do not appreciate is that they could have taken our situation into consideration. Look at our customer history and our product return rate and make a decision. Please do not assume that ALL customers are evil. Being a retail manager for 12 years I've learned to make judgement calls. I have never told any of my associates to blame the customer all the time. Even when pants have been worn for 10 years, handbags been used for three seasons; you take the customer history into consideration. Are they cronic returners? Are you suspicious that this was an illegal purchase? Is the product so heavily damaged that you are taking a huge loss? Has the same product been returned for similiar issues?

[AaronE]

Do you have a picture of what the LCD screen on the remote looks like now? I'm curious.

[sassadaisy]

http://d.pr/hsqY

According to everyone so far it is a "pressure crack" but if "pressure crack" means it fell 18" off the couch onto the carpet then it is a poor product and I would not sell it.

[CrystalWoW Community Veteran]

That is very definitely a pressure crack which comes from either pushing on the screen with much force, stepping on it, something falling on it, that kind of thing.

[sassadaisy]

Criminy. I give up. No point in voicing my opinion about how we were treated in the store. Thanks forum. VERY helpful. I'm wrong. Won't ever buy a remote with an LCD screen again. IT'S VERY CLEAR THAT I "STEPPED ON THE REMOTE". Through it on the floor, stepped on it, then through it across the room, on purpose. Then got angry because Best Buy wouldn't replace it. Clearly I am wrong. So very sorry Best Buy. You were so right to treat me with an attitude and tell me with your crystal ball how and when I did this. I should recommend everyone for a raise for treating us like crap. I promise to buy every item from them and smile and nod like every other person.