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Posts: 1
Registered: ‎03-07-2017

When did customer service become optional?

We purchased a tv black friday weekend (couldn't pass up the great deals) to hang in our outdoor space once we had completed it. We finally got it completed this weekend and opened up the tv only to find it is busted on the inside. There is a wavy black section at the very top of the tv when you turn it on. Called the San Marcos store and customer service only to be told by both that there is nothing that can be done....I spent 27 years in retail and thankfully my companies gave managers the discretion to make it right. My shopping days at Best Buy are over.
Posts: 2,571
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Registered: ‎12-30-2010

Re: When did customer service become optional?

I'm sorry you waited 3+ months to open up the box. A lot can happen during that time. Someone could have moved the box and dropped it causing this damage. Since it is 2 months outside the extended return and exchange period that Best Buy makes available for purchases made from mid-November through December 24th, there really isn't anything Best Buy can do, unless you purchased an extended warranty/Geek Squad protection.

To answer your main title question, it sounds to me that your companies giving managers the "discretion" to make things right shows that sometime in the past 27 years is when customer service became optional. Giving discretion, means that managers can choose whether or not they are going to provide customer service depending on their personal whims. I don't think that's right, I think everyone should be treated the same.

Before posting I try to research everything first or use my own experiences. I do not now nor have I ever worked for Best Buy. After a year and a half hiatus, I'm back working for the competition.
If you respond to a post of mine, I will read it. I may or may not post in the thread again, but rest assured I will read your response Smiley Happy
Posts: 1,596
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Registered: ‎07-27-2015

Re: When did customer service become optional?

Hello NickyNichols,


Congratulations on finishing your outdoor space! I can imagine how nice that would be, but maybe a little unrealistic for me to ever pursue due to our harsh Minnesota winters. I truly hope you have lots of time to enjoy this.


Our Return & Exchange Promise is 15 days on most products, excluding damaged items. Your purchase would have fallen within our Gift Purchase period and the return window would have been extended until January 15th, or longer if you are an Elite or Elite Plus My Best Buy member. I’m discouraged to hear that you may not have noticed the damage until recently, but due to the time that has elapsed we would be unable to accept this item for return. I apologize for any inconvenience this may cause.


Please let me know if there is anything else that I can help you with.



Emily|Social Media Specialist | Best Buy® Corporate
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