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New Member
Posts: 3
Registered: ‎03-20-2017

Customer Service Help/Complaint

I will try to keep this story short and to the point - I purchased a 75" 4K TV from a Best Buy in Illinois on 2/4/17 (day before the Super Bowl). I paid approximately $2,500 for the TV and financed it with a Best Buy credit card.

 

I brought the TV home (myself - not delievered) and put it in my basement. I hooked the TV up and all was well. It sat untouched for two weeks until I moved the TV across the room and into its final resting place.

 

After the TV was moved and hooked up again I turned it back on to discover there was now something wrong with the picture. The next day I went back to Best Buy and started a long process of what can be done to help take care of this situation. This took many trips to the store and many phone conversations that ultimately left me "high and dry".The final conversation I had was with the generall manager of the store where the TV was purchased.

 

Needless to say, I was not happy with how that coversation went. Not only am I stuck with a huge credit card bill and a TV that doesn't work, but the reasoning by the store manager was infuriating. It's hard to listen to "a new TV for you would create a $3K loss for Best Buy" or "going through your insurance is your best option (which is not - my insurance would not cover this)". At no point to he attempt to reach out and see what he could do to help a customer that extremely distraught.

 

Unfortunately the TV is not repairable, so I am having a REAL hard time accepting that this is the end of road....while I continue to pay my credit card for the next two years. So I am reaching out for any help or direction from Best Buy that may help me out.

 

Sincerely,

 

Chris

 

 

Valued Contributor
Posts: 1,929
Registered: ‎12-01-2014

Re: Customer Service Help/Complaint

It sounds like the TV was damaged during the time of you moving it across the room. If that's the case then best buy won't be able to do anything. Also any damaged items aren't eligible for return per their policy. Your best option is a manager at the store but as I mentioned they don't accept damaged items​.
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New Member
Posts: 3
Registered: ‎03-20-2017

Re: Customer Service Help/Complaint

Thank you jxs2, I appreciate the response. I can understand why you would say it was damaged during the move; that is the common sense response. But I was extremely careful when my friend and I moved the TV. If it was me that damaged it then I have no convievable idea how I did it.

 

if the TV that I bought is that extremely fragile then shouldn't there be a warning on the box and in the Manuel? As soon as I noticed the picture was bad I instantly began searching thru everything included with the TV and there are no warnings or instructions on how to handle the TV - except a picture of a finger poking the screen with an X thru it. 

 

It wasn't until after I went back to the store that everyone wanted to educate me how to handle the TV. At the time of sale it was more important to educate me on how great the TV is. I didn't understand that by a slight twist or applying pressure on the frame in just the wrong way can somehow damage the pixels.

 

i am not a careless person and this was a MAJOR purchase for me. If I had dropped it or if the TV got hit, then I would own up to it.  But it has caused me a lot of anguish not knowing what happened.  My heart was about to jump out of my chest when I went back to the store next day to explain what happened. Everybody was coaching me on how to handle this.  I chose the open and honest approach and told them I had moved the TV. I wanted to trust the process....the TV was two weeks old.....but  maybe I went about it the wrong way.

Posts: 2,603
Topics: 48
Kudos: 188
Solutions: 110
Registered: ‎11-30-2015

Re: Customer Service Help/Complaint

Hello crush2573,

 

Discovering damage to your new 75 inch TV is greatly disappointing. I’m sorry to hear that happened.  

 

Can you please provide more context into what your local Best Buy helped you review? Or what steps they may have taken to look into this matter? When damage is reported most times a manager, and a Geek Squad agent will inspect the damage to see if impact was the cause of it.

 

Like jxs2 kindly chimed in if damage was the cause Best Buy is unable to assist with a Return or Exchange under policy.

 

I look forward to hearing more details, and I appreciate your honesty regarding moving it. 

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-20-2017

Re: Customer Service Help/Complaint

Mariah,

Thank you for the response.  My intial trip back to Best Buy was not the the store where I bought the TV (Orland Park, IL), but to the Best Buy in Downers Grove, IL (just do to convenince - I work right next to the Downers Grove store).  I explained the story and they were very helpful. They gave me the number to the Geek Squad and told me to go home and schedule a home visit to inspect the TV.

I went home that evening and spoke with the agent from the Geek Sqaud over the phone and described what was wrong with the TV. Based on our conversation he had come to the conclusion that there was damage to the TV and a trip to my house was not needed. The lines on the screen were an indication that there was a crack or too much pressure applied and there was damage. Since the TV was a Sony it was not repairable and the best advice was to go back to the store and see how this could be handled.

I went back to the store the next day and spoke with a different person at the Downers Grove store. We had a long discussion about the TV. He was very knowledable and seemed to agree that I probably caused some sort of damage. After after a thorough discussion he beleived that I should still have the Geek Squad come out and take a look.

I went back home and called Geek Squad again - long conversation again. He suggested I email over (3) pictures and he will forward it to Sony for a judement. The Geek Squad employee was taking the rest of the week off, so I had to wait until the following Monday to get my response. Then Sony had email back that there was damage.

I went back to Downers Grove and had another conversation with a different employee. Based on the assumption that I had damaged the TV (which I still argue - I really don't know what I could have done), we started to look into what I options I had. He gave me the 888- Best Buy number and said I need to take this to the corporate level. So the next day at work I made the call, which was the wrong decision. I explained the whole story again and he said there is nothing he could do and told me to go back and talke the GM at the store.

So I went back to Downers Grove and immediately asked for the GM. I was immediately told that I need to go back to the store where I bought the TV.

So on the following Satruday I went to Orland Park. I got to the store in the afternoon and was told the GM was not in. I was given his name and number and told to come back on Tuesday. I was not able to make it to the store on Tuesday, so I called him.

During the call his first suggestion was to have the TV repaired. I tried to assure him that this was not possible but he insisted that I give him the opportunity. I was more than willing and hopefully that he would be able to find a solution, but he called back about an hour later and he explained that there are only 9 parts for this TV and it is not repairable (which I knew). He framed the discussion as "good news/Bad news". Bad news - it can't be repaired. Good news - I should be able to run this through my insurance.

This is hardly "good news" especially since my insurnace had already declined the claim, but it also would have cost me a $1,000 deductable (which he suggested that some insurance companies would not make customers pay the deductable- what!?).

So he apologized and explained these were the only options. So I began to push and ask for better options and he explained that if he was to give me a new TV "it could cost the store $3,000". This is when I began to get upset. Am I supposed to feel sorry for Best Buy? I made the counterpoint that I have a credit bill to pay for the next two years with nothing to show for it.

He then decided to start point the finger at me saying "if you would have taken the extended warranty then we could go back and push a new TV through that way". I told him that it was explained that accidnetal damage is not covered under the warranty, but he said in circumstances like this is could be....which seemed like shady business to me, but I asked if I could retroactively purchase the warranty and try to get a new TV, but he said it's too late. It must be done in the first 15 days. But I started this process less than 15 days after purchasing the TV but dealing with customer service has strung this out over a month.

So ultimately I asked him, "what can you do for me as a customer who has a big credit card bill and no TV" and his answer was "I feel bad, but nothing".  How about looking to see if there was a floor model that you can give me a great deal on? How about a gift card, something to show that you appreciate me as a customer? Nope.

Sorry for the long rambling story, but this has consumed a lot of my time and thoughts for over the last month and a half.

Please review and let me know you thoughts.

Thank You

Posts: 2,603
Topics: 48
Kudos: 188
Solutions: 110
Registered: ‎11-30-2015

Re: Customer Service Help/Complaint

Hello crush2573,

 

Thank you for taking time out of your day to articulate your experience in detail, and the steps the management at our Downers, and Orland Park Best Buys attempted.

 

It’s discouraging to hear that we may have run out of options of how we’d be able to directly assist you with this matter. If damage was concluded both by Best Buy, and Sony to be honest there would be any options we could directly help you with. I understand this is not the answer you were seeking, and I’m sorry for that.

 

If the damage was present upon unboxing the TV other options may have been available within the Return & Exchange Promise. This however is not the case. Moving forward an option may be to dispute the TV purchase with your financial institution. Or you could try to discuss this with Sony directly to see if they might have options available to explore with you.

 

On your behalf, I’ve documented your concerns here at our corporate office regarding the professionalism of Orland Park Manager for further internal review. It’s never Best Buy’s intention for our customer’s to leave feeling undervalued. I apologize that may have happened, and for any inconvenience/frustration this dilemma has caused you.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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