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New Member
Posts: 9
Registered: ‎08-09-2017

Cracked TV

I purchased a Samsung 65in UHD 4K tv last night. Got it home and discovered a crack in the tv. Brought it back the very next morning and the assistant store manager told me there is nothing he can do about it. He proceeded to tell me that it looks like it was damaged when I removed it from the box and that I would have had to apply a lot of pressure to the tv to crack it like that. He then began slapping the screen of the tv with his nuckle saying, "see it takes a lot. "

The assistant manager put me on the phone with Samsung, who told me Best Buy should have never recommended calling the manufacture for a cracked tv. The assistant manager then told me "don't know what to tell you. If I replace your cracked tv, I have to replace every cracked tv.

Contributor
Posts: 341
Registered: ‎02-09-2011

Re: Cracked TV

Jeeze that's... That manager never should have acted like that, regardless of whether we could return the TV or not. Now, with that being said, generally most stores will exchange a cracked TV if it's within a few days and they helped you load it in your vehicle (or, alternatively, didn't warn you that the way you were transporting the TV was against the recommended methods). I'm a little surprised he was so sure that the TV was broken while removing it from the box - because it's not all that uncommon for them to crack in shipping anymore... They're like 1/2 an inch thick, it's going to happen.


Hopefully a moderator will be by shortly to assist you further, GOOD LUCK!
Posts: 985
Topics: 22
Kudos: 84
Blog Posts: 1
Solutions: 51
Registered: ‎04-18-2017

Re: Cracked TV

[ Edited ]

Hello Adamwash50-

 

Already uncertain of what caused the TV to crack, you should have never been “demonstrated” how hard it is to cause the damage reported.  The fact of the matter is the TV was damaged some way somehow, and our leaders should be nothing short of professional with all of their responses.  We are truly disappointed in reading the way you were treated, and we are grateful for the time you have spent letting us know, here on the Best Buy forums.

 

Using the email provided when registering for the forums, I was able to locate a new steeply discounted purchase made yesterday.  Was this purchase part of a deal you worked out with this store, I want to be sure you were taken care of as best as possible.

 

If you are willing to elaborate more on the current status of this situation, I would be more than willing to see what I can do if you are still looking for help.  I’ll be documenting your feedback here at the corporate headquarters, as well as passing your post along to the store to be heard!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎08-09-2017

Re: Cracked TV

I was given the option of purchasing an opened box TV or taking nothing at all. The TV purchased was no where near equivalent to what I had originally purchased and I was pretty much told I can either buy this TV for what they were offering or get nothing at all.

I suggested that I make up the difference of what I originally paid and the original price of the current discounted tv that was missing many accessories, which would have been approsmently $400. This was declined and the manager expressed concerns about his job discounting an item to that amount. The manager does not want his store to take a loss on the original TV so he sold me a TV that was already deeply discounted that they hadn't moved out of inventory. The TV did not have box and had to be carried out wrapped in plastic and bubble wrap. In all, the cost of the TV was lowered around 12% from the current marked price; hardly a bargain in my book.
New Member
Posts: 9
Registered: ‎08-09-2017

Re: Cracked TV

Furthermore, the demonstrations of what it takes to crack the glass was unprofessional. The embarrassment of being made to feel like a con artist trying to pull on over on the store, in front of community members I've known my entire life, is unforgettable and unacceptable from any retailer in our community. I question the overall professionalism of the organization because of a number of experiences and observations made throughout my time in the store.

At no point in time should a customer be aware of interviews currently being conducted in the store for a geek squad position. They certainly should not be privy to the opinion of leadership about applicants. Though leadership may view the jobs at Best Buy the same as jobs at Walmart, the showroom floor is not the place to question an applicants intellgiance for wanting to switch jobs. I do believe though that the older guy who is overqualified with is IT experience is an excellent candidate based off of showroom floor conversations.

To be honest I was disappointed to hear this information and these opinions. I have lived in this community my entire life and know these adults, young and old, applying for jobs with your organization. I understand the conversation must be had but those conversations belong behind closed doors and should remain between store leadership. If this is a common practice, it could explain the complaint leadership was making at the front door about Best Buy getting an applicants for job postings.
Posts: 985
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Kudos: 84
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Registered: ‎04-18-2017

Re: Cracked TV

Hello Again Adamwash50-

 

Thank you for the update of the situation along with providing me how the store offered another open item TV.  I’m sad to hear you were not satisfied with the compromise you and the manager came to.  After speaking with him over the phone, it sounded like you two had a contructive conversation on working towards a resolution.  

 

The general manager appeared more than willing to provide you with some options, but he truly felt the proposed offer was of mutual agreement.  He spoke about using this experience as a coaching opportunity also to make sure all of his managers are providing the best possible care to their clients.  

 

It’s our hopes you are able to return back to this location to be provided the customer service you deserve.  I have documented all of your concerns here at Best Buy corporate, and should you need any further assistance with this or any other case, we would be grateful for the opportunity to respond!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎08-09-2017

Re: Cracked TV

I am about $1800 into a tv I didn't want. I offered to pay the difference of the original price of the current TV and what I had already invested in the defective tv Best Buy sold me. This was rejected and I was told I can take the offer that is given or nothing. This is hardly coming to a mutual agreement and I told the manager I still was not happy.

To feel like Best Buy remotely cares about their customer, the used TV would have needed to be about $400. This would have had me spending $1000 for the broken tv and $400 for the used one, which was originally about $1400 when it was released.

It is hardly the location in question, though there was a lack of professionalism, but the disregard the organization has for the customer. If your policy is to not accept damaged TV returns from customers because it may have occurred after purchase, then is Best Buy content with disregarding the financial well being of customers who purchase a product that has been unknowingly damaged through the shipping and handling process of Best Buy?

I find it hard to believe that Best Buy has never unknowingly damaged a tv and then sold the item. So, does your organization take this into consideration and completely disregard the customer or has Best Buy never damaged and then sold an item?

What is in place to protect customers, such as myself, that this has happened to?
Posts: 985
Topics: 22
Kudos: 84
Blog Posts: 1
Solutions: 51
Registered: ‎04-18-2017

Re: Cracked TV

Hello Adamwash50-

 

We appreciate all of your responses you have provided us, here on the Best Buy forums. Our Return and Exchange Promise states: All Final Sale merchandise cannot be returned. Other nonreturnable purchases include custom orders, digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, cleaning agents, oils, ink and 3D printer filament, and items returned that are damaged, unsanitary or missing major contents.

 

Realizing mistakes happen when they are shipped we allow our store leaders to make the call once the damage is verified.  While it’s great to see the manager was working with you as best as possible, the outcome was not what you were hoping for.  I want to welcome you to keep an open dialogue with this manager if you are unhappy with the agreement reached. 

 

I would be unable to promise any different outcome, but I’d be happy to let the store know you were planning on calling or visiting.  Thanks for sharing your feedback with us, and stop back by if there is anything else we can help out with!

 

Respectfully,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎08-09-2017

Re: Cracked TV

You did not answer any of the questions posed to you in the previous post. Has Best Buy ever sold items that are damaged? Does Best Buy have a plan in place to protect the customer when this happens? Leaving it up to the desertion of a manager is very inconsistent and if a location is struggling then the motivation will come from the bottom line.

The current policy does not seem to be in any shape or form in favor of the customer. The resolution that was decided by the manager was one that got a discounted tv out of his inventory. The take it or leave it attitude is hardly working together when a company has sold a customer a damaged device.
New Member
Posts: 9
Registered: ‎08-09-2017

Re: Cracked TV

Still waiting for an answer to the questions. I feel that you are not answering the question because it will show that Best Buy does not value their customers and cares more about their bottom line than taking care of individuals who have been wronged by your organization.