03-17-2017 03:10 PM
Hello...this isn't really a complaint per se, but i really need some corporate assistance with this current matter.
I have been a very good BB customer over many years. purchased an open box Sony 75x940D television on March 7 with supposedly all the accessories included (as stated on box) and PAID for delivery setup services. When they came to deliver it on March 11, it was determined to have NONE of the accessories (including screws for the stand) so they couldn't set it up. I tried to check it out as best i could still in the box later on and saw some concerning issues. I wanted to further adddress in an actual operational environment to see if I liked the TV enough to return and maybe get a full retail one. Anyway, I marked all the missing stuff on the delivery manifest and had to go back to the store to round up all the supposedly included accessories. Once I did they setup ANOTHER delivery/setup date which was supposed to be today--but when i called they showed no record of it. Probably because the original order was closed out not being completed. Nice..
So i call the 1-800-BB number and they nicely reset up another appt. Again. This time for next Wednesday, which ill be a full TWO WEEKS after purchasing it. I can't lift a 100 lb TV myself and wanted it professionally installed and even paid for it to be, so it just sits in the box--my "15 days" ticking away to where i haven't even gotten to use it. I'm not sure when that 15-days starts, but by the time it finally gets on the stand it will be over giving me no time to actually use the TV. 22-7=15 last i checked. I am extremely frustrated by this whole experience and about to return a 4K TV just because someone can't get an appt straight that would take all of 10 minutes. But I realize the mixup probably happened because the DELIVERY was made. All I am asking is that a "special exception" be made so the 15-days does not start until I finally get it on the stand that shoud've been done a week ago. How can I audition it otherwise? Can someone please give me a contact to get a hold of to discuss this matter asap before it ruins my weekend?
03-18-2017 01:16 PM
Although it hasn't happened often, getting a new product and having it arrive with parts missing is frustrating enough, but I can only imagine having that compounded by having a paid installation that could not be completed as a result. I was unhappy to read of your experience and apologize for our having disappointed you.
I can certainly understand your concern about the return period marching on too. Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Generally speaking, your return period should begin on the day you receive delivery and extensions are not typically granted. I would strongly recommend speaking to a manager at your local store regarding your situation as they may have options for your consideration.
I hope this helps. Please know I'm grateful you took the time to write to us and share your experience.
|John|Social Media Specialist | Best Buy® Corporate|
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04-07-2017 02:07 PM
I did get this taken care of and it was finally setup two weeks after purchase. However, there was an issue with the open-box TV too great to ignore so i puchased a NEW version of the same TV last week so i have all the "advantages" new offers in case I run into something else. The issue is well known with this set and some lot numbers are worse than others. Product is Sony 75XBR940d..
Anyway, it is being delivered soon as well as the original open box picked up. That's leads me to another question/concern. I got the open box for a pretty good discount and obviously paying more for new--but did getit after recent BB price drop. The issue was i didn't have enough on my BB card to fit the TVs, so I had to pay $1500 remainder on regular credit card. I now see amazon today has same TV for about $1500 less (nice coincidence) than what I payed shipped/sourced directly from them, which should qualify as a price match. Of course as a savvy consumer I'm trying to get as close to open-box cost as possible. However I found out the price match guarantee only applies when i *have* the physical product in hand. With my luck with all this they will run out of supply before i get the TVin-house and it won't be good anymore. FIngers crossed (and you can believe i documented current price with date stamp)--but may be back here if that does happen and they fight me...
Thanks for having his avenure availble. I usually have nothing but positive experiences with BB stores and staff so glad they recognize someone that big need a place to "vent"
04-07-2017 05:07 PM
Wow...my math skills at the end of a work week leave a BIT to be desired That's $150 as stands now--so i'll just see what it is at the time and call the 800 number for a credit. I'd delete that last post if i could