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Member
Posts: 10
Registered: ‎11-30-2017
Accepted Solution

Broken-out-of-box nonworking product, purchased in store, website completely useless

I purchased a DVD player that is completely not working, at a store that is quite a distance from me.  Given that this is all Best Buy's fault, how are you going to provide mne with a replacement product without greatly inconveniencing me?  

 

Awaiting your prompt reply given that I just got blown off by your phone tree because apparenbtly yoiu don't work weekends...

Member
Posts: 10
Registered: ‎11-30-2017

Re: Broken-out-of-box nonworking product, purchased in store, website completely useless

This was sold a s a NEW IN BOX product alleged to be in full working condition.  Sales associate was an idiot who could not/would not demonstrate the product so I had to buy it without ever seeing one working.  So I get it home and now this piece of GARBAGE does not work.  THANK YOU BEST BUY.

Member
Posts: 10
Registered: ‎11-30-2017

Re: Broken-out-of-box nonworking product, purchased in store, website completely useless

You won't even let me review this piece of garbage on your site without a login to keep other victims from purchasing this shoddy product.

New Member
Posts: 3
Registered: ‎08-31-2018

Re: Broken-out-of-box nonworking product, purchased in store, website completely useless

Most items in the store come with some sort of manufacturer seal, typically a circular adhesive that shows if the item has been tampered with.

The sales associate was doing his/her job, as they’re not allowed to take product out of the box - especially if there is a seal on it. At that point it would no longer be new, nor sellable as such. I’m wondering how you expected them to demo it for you as well and what you were expecting result-wise?

If it truly doesn’t work, it’s a rare situation. There’s no way that the store would know it is not functional.

You’re within your return policy. Your options would be to go back and get a different DVD player, or if it is malfunctioning you could contact the manufacturer and see how they would be able to resolve it.
Member
Posts: 10
Registered: ‎11-30-2017

Re: Broken-out-of-box nonworking product, purchased in store, website completely useless

Going back is very inconvenient.  The net result will be TWO trips with ZERO working product (no, I would not trust this manufacturer OR Best Buy to provide a working replacement; they have done nothing to inspire trust).  Do you work for them?  Because Best Buy doesn't seem to care in the least.  

Best Buy Employee
Posts: 701
Registered: ‎01-09-2015

Re: Broken-out-of-box nonworking product, purchased in store, website completely useless

Assigning blame for a manufacturer defect on anyone other than the manufacturer is misplaced frustration. You would think that brand new items should work. However, practice is different from reality. There are always going to be a percentage of items that are defective, which is why we offer a return period in which to swap when it is bad. The associate you spoke to in store was correct, items cannot be opened prior to sale. This is to ensure that items are factory fresh and not tampered with or parts looted from the box before it is sold.

If purchased in store, the only means of getting a replacement is to go in to the store and exchange the item. Understanding that this is not the answer you are looking for, I will say that they should be able to help test the replacement unit before you go to ensure that it works.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***