09-11-2017 08:05 AM
To whom it may concern,
I purchased a new 65in curved TV (UN65MU7500FXZA) on September 3 in store 319( Harlem Irving Plaza in Chicago IL). I stored the TV in my office unitl my brother in law can come out and help me put it up. On September 9, my brother in law came and when we took it out of the box and plug it in there is a black strip running down the middle of the TV. we took it back to the store and thats when the nightmare started. I explained the issue to the customer service associate and they took it out of the box and plug it up so they can see what i was talking about. They than called the customer service manager ( Chris), which was a complete Jerk to me and my brother in law. He told us that there is no way that he is taking a tv that WE DAMAGED. He put the blame on us right away. He than went on to tell us that he doesnt care about how much i spent on the tv or that i am an elite memeber with best buy. He than went on to tell me to call Samsung and I did. Mitchell ( supervisor) of Samsung told me that since it has only been 7 days since I purchased the TV that Best Buy should honor the exchange/return and told me to call Best Buy Customer Service or that they can sent out a tech to fix it but they will charge me for the repair. I called Best Buy customer service and got no where. they told me that it is against company policy to take back or exchange damaged equipement but no where in Best Buys policy does it state that. I checked on the copy of my purchase receipt and on their website and than i was told that it is in no writing that it is a general policy. than i was told that i only have 5 days to return a defective item and i had no idea about a return policy like that nor did the manager of the store. I paid alot of money for this tv and would like some help please.
09-13-2017 01:00 PM
Welcome to our Community. I know from my own experience how upsetting it can be to discover that the exciting new product just brought home has a defect or damage. It is surely equally unhappy to be in search of help and find none. I was discouraged to read of your experience both on opening the TV and at our Harlem & Irving store. I regret sincerely any inconvenience to you.
As you know as a My Best Buy Elite member, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 30 days of purchase (15 days for My Best Buy core members and 45 days for Elite Plus members). It is our requirement that products be in new, undamaged condition for a return to be accepted.
With that said, I am looking into your circumstances and as soon as I have new information for you, I will reply again to your message. In the interim, I am grateful in advance for your continued patience.
|John|Social Media Specialist | Best Buy® Corporate|
Give Kudos if you like this post or Accept as Solution if it answers your query!
09-14-2017 08:31 PM
09-14-2017 09:02 PM - last edited on 09-15-2017 09:35 AM by Bill-BBY
Jrg1132 it's ridiculous. I am now stuck with a 1600 dollar TV that no one can fix and best buy will not take responsibility. It just goes to show that Best Buy does not care how much money you spend with themvor customer loyalty. When I bought my house 2 years ago I bought all the thing I wanted from them. It was my biggest mistake to buy from them. I bought one thing from abt and their level of customer service is on another level. I purchased a set of speakers from them and a week after they called to make sure I was happy with them and if not I can exchange them for other ones. Than a couple months later I got another call and they informed me that there is an updated version and if I was interested they would help me out. That's how they are getting more and more people. I WILL NEVER BUY FROM THEM AGAIN.