Best Buy & Geek Squad Policies

[deusexmachina Valued Contributor]

Paying for stores you don't need will do that for you...BB bought stores next to Circuit City when they existed regardless if there was another BB store in the area. Now that the leases are up for those stores, there is no reason keep them open... instead opening small stores which bring in more dollars-per-sq-foot than a big box store.

[deusexmachina Valued Contributor]

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User141553 wrote:
Doesn't matter if it was returned within the 30 days...as Allan from BB confirms above, once the TV left the store BB would not accept a return. That's the part BB doesn't tell you, nor do they suggest to their customers to inspect before they leave.

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All product has to be in like-new condition to qualify for a return... that is written on the back of your receipt, on the website and in the store. It should be common sense to check anything before leaving the store... I wouldn't think that you'd need someone to tell you that.

[User141553]

Uhh...the TV was broken in the box before it left the store, therefore it would be factually impossible to return it in a "like-new" condition. I check my order a Taco Bell before leaving, they are know to screw that up. I don't open brand new boxes of goods purchased from national retailers with no visible damage to the box. Next time your at BB, watch the exit and keep count of those who do.

[Jimmienomam]

Or was it broken when you were transporting it?

The above is just as likely as it being broken at the store.

[APR28]

Since we're not dealing with cheap items, how about BBY inspecting all tv's before THEY take delivery from the shipper?

Wouldn't it be easier for them to file a damage claim with the shipper instead of blaming a customer who just lost $600 to $3000?

[SlimJim77]

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APR28 wrote:

Since we're not dealing with cheap items, how about BBY inspecting all tv's before THEY take delivery from the shipper?

Wouldn't it be easier for them to file a damage claim with the shipper instead of blaming a customer who just lost $600 to $3000?

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Here we have a clear case of a "customer" wanting the best, but not willing to pay for it.

BBY haters often deride the price of items in the store. It would take considerably more labor to thoroughly inspect the tens of thousands of TVs that come in and out of the store.

Perhaps that could be solved with technology, you ask? Ya, sure, we could just x-ray all the boxes, but x-ray machines in every store isn't cheap either.

Who's gonna pay for the added "convenience"? I know who isn't...

[Jimmienomam]

APR inspecting when incoming wouldn't be feasible as it could be damaged in the warehouse also.

Also you would then be trusting another person. I'm not sure about you, but I don't like doing that.

[APR28]

If Amazon ships a broken TV and it arrives by UPS/Fedex who is clearly not going to stand there while you inspect  the tv,  they don't tell you tough luck. They process a damage claim with the shipper.

Since BBY has no problem taking an extra 30min to sell you their stupid warranty and $80 Monster cables, why don't they take an extra 10 to inspect your out going product to ensure no damage?

[User141553]

I know there are a lot of dishonest people, but I am not one of them.  You suggesting that I'm dishonest is like me suggesting that you are a .  

I am sharing my experience for the benefit of others: hopefully those who do not assume there must be some wrongdoing on the part of the customer.   For your benefit I'll add this: another adult who was present at the time the box was transported and opened was prepared to swear out an affidavit as to the truth and accuracy that the box was transported with due care and that the TV was damaged when it was removed from the box.   Sure that person could have been lying for my benefit but that's not how we operate in my household.   So we have 2 persons willing to stand by the position that the TV was broken before it left the store.   BB doesn't have 1 single person who can swear anything to the contrary.  

Do you think that Amazon.com or any other number of internet based sellers have this policy and/or take this position?  UPS and Fed Ex ship millions of dollars of electronic equipment everyday without incident, and we all know the joke about overnight carriers' "care" when shipping.  If anything, I or any other consumer who has chosen to drive a TV home from the store and unload it (BB loaded the TV into the car) should be given the presumption care, not the opposite.

But this isn't simply about putting the burden of proof on the customer to prove that he or she is entitled to redress, this is about a national retailer who has lost sight of a fundamental requirement for remaining successful: ensuring that its customers feel valued by providing superior customer service. 

[User141553 · Accepted solution]

APR28-the short answer is that a 10 minute inspection will take time and $$ and will expose the damaged goods at the store before BB has the opportunity to shift the risk to the buyer. I'm not being totally cynical. I think if BB wants to hide behind the small print or unclear policies, they have an obligation to inform the customers before they leave the store to inspect the goods. Maybe not a legal obligation, but certainly a moral/ethical one if they expect customers to return.