BestBuy.Com

[cisco2680]

I purchased a new Toshiba LCD television a little over a month ago. The store associate was very nice and helpful. I told him that I wanted to mount the TV on the wall and he recommended a wall mount unit which I purchased as well. He also explained to me the benefits of the reward zone program which I readily signed up for. 

Today, the TV wont turn on. I don't know why but it simply stopped working. I went on to the Best Buy website and noticed that I could exchanged the TV. So I boxed up the TV in it's original box which I had saved and drove to the store. At the customer service desk I was told that without the stand I could not exchange the TV. I explained that I mounted the TV on the wall and didn't have a need for the stand which is why I purchased the wall mounting unit, I was told that there was nothing that could be done since this was corporate policy.

I asked to speak to the manager, Minerva, who told me that if I was exchanging the TV for the exact same model, then they could keep that stand and give me the new TV. I told her that that's what I was interested in doing all along as up to this point I was very happy with the TV. She asked another associate to get another TV from stock and we could make the exchange. After about 15 minutes, the associate came back and informed me that there weren't any TV's in stock. When I asked the manager what could be done she told me "nothing." 

This seemed unreasonable to me so I tried to talk to her and figure out if there was some sort of alternative that she could suggest and she refused. Then she stated that it was past 30 days and nothing could be done. I explained that I was a Rewards Zone member and she said that normally that would give me 45 days but that I hadn't spent enough money yet. Huh?

She said I could call 1-888-BestBuy to see what could be done. When I called and explained the situation to the person on the phone, she suggested getting the TV from another store and shipping to that store so that it could be exchanged. I agreed and she searched for the TV. There were none in any Best Buy locations. Turns out the TV had been discontinued. Huh?

The woman on the phone said she'd call the store manager to ask if she could make an exception given the fact that I was never told about keeping the unused stand, the need to spend a certain amouint of money to receive rewards zone benefits and the fact that I was buying a TV that not going to be sold any longer. Amazingly, the manager refused and explained that I had to call to schedule a repair to see if the TV could be fixed. When I asked if the TV was unfixable would I then be allowed to exchange it, she said that she wasn't sure since I didn't have the stand. Huh?

So basically, I have a TV I purchased 40 days ago that doesn't work and no one will help me exchange it for a working TV. It's unacceptable that Best Buy will not stand by it's products and assist customers. I can't believe that I may be out money after just over a month of purchasing a new TV. 

[Mbrguy Emerging Expert]

There is a 30 day return policy. After that time, it can be repaired under the manufacturer's warranty. Best Buy does stand behind their products by allowing a month for returns/exchanges and providing repairs under the manufacturers warranty.

Reward Zone members have the same return benefits as everyone else, however of you spend $2500 in a givin year, your Reward Zone membership will attain Premier Silver status which will give you additional privileges such as a 45 day return policy.

TVs get discontinued ALL of the time. Most of the time, they have no idea when something is going to be discontinued until after the fact. When aanufacturee upgrades it's lines and adds new models, the older models are discontinued. It's the NORMAL product life cycle and nothing shady.

If the TV cannot be repaired then the manufacturer will make the decision on whether to exchange the TV or attempt more repairs.

[cisco2680]

Just to clarify, I don't think that it's shady that the TV model was discontinued. In fact I never even used the word shady. I was merely commenting on what I believe to be poor customer service. For instance, the store manager never offered me any alternatives. Had she said, I don't have the model you purchased any longer but you can buy the current model for $100 more. I would have done it. I purchased an electronic item which after 40 days no longer functions but since I don't have the plastic stand that it came with I'm left with hoping the repair person can either fix this obviously defective television or convince someone t oexchange it sans the stand

I was never told anything about spending $2500 although I'm not sure if I could have in 40 days anyway. I just purchased a refriegerator at Best Buy as well that I am certain to return due to this experience.

I know others who had purchased TV's at other retailers that received assistance in the store and never had this aggravation. I'm a reasonable person. Had I purchased this TV a year ago I wouldn't have even attempted an exchange. But after so short a time to have a defective item with no resolution is just simply bad business.

[CrystalWoW Community Veteran]

They can only send back the whole item, even when making an exception. Since you didn't have the stand, they can't just take the stand out of the same model and send it back with the t.v. You do have a resolution. You need to either call 1888bestbuy or the manufacturer and arrange serivce.

[cisco2680]

Well according to the store manager and the csr I spoke to, they CAN take the stand out of the same model and send it with the defective TV. I did call to arrange service but that wasn't my point.

My point is, the store manager did absolutely nothing to assist me. She never called any other stores to see if they had the same TV. She never offered any resolution. Additionally any TV that doesn't function after only a little over a month is obviously DEFECTIVE. If the technician comes to my home and replaces parts what I then have is a refurbished TV. I could have purchased a refurbished TV for hundreds less than what I paid for this one.  

Seeing that the TV was obviously defective, the store should have made every effort to replace the item instead of making the customer feel like it's their problem. Again, the TV was purchased NEW just 40, actually 39 days ago. 

[Ryan-BBY Senior Social Media Specialist]

Hello cisco2680 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[CrystalWoW Community Veteran]

I worded that wrong. I meant, since they don't have the same t.v. in stock, there isn't one to take the tv stand out of since it would be a different model.

[Allan-BBY Community Connector]

Hi cisco2680,

I can see why you would be upset that this TV was already defective, after only owning this TV since 3/12/2012, and then finding out from this store that they could not exchange the TV for you.

It is true that our return or exchange period is 30 days from the date you took possession of this TV, and since that timetable has expired you would need to have the TV repaired under Toshiba’s warranty. Even if this was still within the 30 day return or exchange period we would require all accessories to be present to be returned or exchanged.

I do see that you have scheduled repairs on this TV, and our technician should diagnose what is needed to repair this TV on Friday 3/27/2012. I will check on this repair on Monday 4/30/2012, and do what I can to expedite this repair.

Thanks for posting,

[cisco2680]

Thanks for the reply. I understand the policies and really was just venting my frustration at the complete lack of helpfulness displayed by the manager. I have no choice but to wait for service and see what happens. 

On a side note, I bought a small refrigerator from Best Buy for a rental apartment that I have about 30 miles from my home. Best Buy arranged for delivery using UPS.  The driver delivered the refrigerator and left. When it was taken out of the box it was damaged. We called 1-888-BestBuy to infor them and they told my wife that we had to bring the refrigerator to the store where we made the purchase. I really don't uinderstand why Best Buy wont arrange to pick up the refrigerator that was damaged upon delivery.

These are the things I get frustrated over. I'm sure they'll point to some policy in the small print of the website. It's just been too many frustrating experiences in a row.

[Allan-BBY Community Connector]

Hi cisco2680,

Sorry to hear about the damage to your new refrigerator. Any product ordered on BestBuy.com, and delivered by UPS, would not be able to be picked up in your home for shipment back to us. In order to get this refrigerator returned or exchanged you would need to bring it into your local Best Buy store, or you could contact 1-88-BestBuy to arrange for you to ship it back to us. We truly have no other process in place to get this damaged unit returned or exchanged.

Thanks,