05-01-2012 09:45 PM
This message is for all training coordinators of on floor salesman in Best Buy locations. I could be in the wrong and I take responsibility for not reading the fine print in the Samsung's warranty packet. For Christmas i bought my parents a LCD TV from Best Buy. When I got the TV home, there was something wrong with the sound. I packaged the TV back up and returned it to Best Buy where the salesman agreed that I should replace it or maybe pick out another model. The customer service desk was very nice and helpful with this return. After dealing with customer service i proceeded to the TV section to talk with a sales representative. The sale respresentative asked what we were looking for in a TV and asked if we had a well lighted room with fewer windows. We explained to him it was not a room with a lot of light. He then said he would buy a plasma for the best picture in his opinion. I told him i had always heard bad reviews about plasmas, especially with espn and other tv shows where they burn lines into the screens. The salesman said the old plasmas were known for these problems but the new ones didnt seem to have these problems. We left the store excited about our new purchase and traveled home to find that some of the cords were not in the box. This was not a big deal, so we made a trip back to BB and picked it up and were still very happy with our service at this time.
Here we are 4 months later and there is a burned pink background in the TV. We took the TV to one of Samsung's authorized dealers that BB recommended, and now have been told the pink burn is due to running the TV in a 4:3 mode. We have talked to BB customer service multiple times and been informed there is nothing they can do and we are stuck with the TV. Let me be clear that take alot of the responsiblity for not reading the fine print. Instructions and warranties are a important part of any electronic advice and i have learned my lesson. For this i take the blame!!! However, i think your salesmen who give advice and opinions to customers when purchasing these TV's should inform us of problems that may occur. I wish i would have replaced my first purchase with another LED or LCD, but i took the advice of the salesman. Maybe the salesmen made more commision off plasmas that month...who knows. I dont understand why any TV company puts a 4:3 option on a TV if its going to be a problem, but thats their issue and not yours. There are rules and warranties we all have to follow by and i except my fault in this matter. That being said, my family have been great customers for Best Buy and have never been nothing but satisfied in previous purchases. After this experience i have come to the conclusion i cant rely on Best Buy to give good advice on purchases. I have also learned a valuable lesson to always read the warranties. I know i am just one customer out of millions and you guys hear this stuff all the time. I am currently building a house and was looking forward to buying all my appliances and new electronics from Best Buy due to past experiences, but this one has put a bad taste in my mouth, and maybe more so because it was my parents Christmas gift. Hopefully HH Gregg or other retailers will be able to give better advice to me, my family and friends as they now have me as a loyal customer.
Store where purchase was made: Garner, NC
05-02-2012 09:35 AM
05-04-2012 12:27 PM
I truly am sorry for any inaccurate information you received from this associate causing you to have incorrect expectations of this TV. You being upset that this burn-in is not covered by Samsung’s warranty is understandable, but this service center is correct that this would not be covered by Samsung’s warranty.
I would like to personally look into this, and see if there might be some other resolution we can offer you. I am sending you a private message to gather some additional information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.
Thanks for posting,