04-09-2019 09:06 PM
04-10-2019 10:38 AM
Good morning, slapshots1515,
Welcome to our forums, and thank you for sharing your experience with us. Discovering your TV is not fitting your needs can certainly be a disappointing experience, and I regret to hear this is the case with the LG TV you’ve purchased with us.
As it sounds like you’re aware, our Return & Exchange Promise offers our customers the ability to return most products within 15 days of purchase, with 30 and 45 days offered to My Best Buy™ Elite and Elite Plus customers respectively. Using the information you’ve provided upon joining our forums, believe I was able to locate the TV purchase in question, and it appears this TV was purchased in 2015. Because we are outside of the return/exchange period for this TV, we’ll be unable to offer you a return or exchange of this TV at this time. I apologize for any further disappointment this news may bring.
04-10-2019 10:49 AM
So here's my problem with that, Sean. I get the return policy. At the time, HDR10 was a very new technology, and there was very little that supported it-I wanted to make sure of the inclusion of the feature for future use. There would be basically no way for me to ascertain that within the return period at the time. As such, I relied on the word of a Best Buy employee, who apparently told me incorrect information. And again, this is the second time this has happened to me.
I'm not asking for a direct exchange or return of a three year old TV. That would be somewhat unreasonable. But I would like to discuss possible recourse for this issue, being the second time that it has happened, as well as possible mitigation for the future. I expect Best Buy to stand behind the word of their employees as they are directly responsible for the training, knowledge, and protocols that those employees follow. If the employees are not capable of either answering such questions or admitting they don't know the answer, that falls on Best Buy. Simply saying "it's outside the return period, sucks to be you" is frankly unacceptable given that. If that's the sort of experience I can expect, and given history it appears to be, then I will be taking my business elsewhere, and will encourage others to do the same.
04-10-2019 11:12 AM
Welcome back, slapshots1515,
I understand your disappointment with this experience, however, there is no recourse we’ll be able to offer you. While we strive to make sure our associates are well trained on all products we carry, we’ll be unable to assure you that any purchases you make today will no longer fit your needs 3 years after they’ve been purchased.
It sounds like this experience has led you to question your future with Best Buy, however, I do hope you’ll consider shopping with us again for your future technology needs.
04-10-2019 11:20 AM
04-10-2019 12:37 PM
Thats why I always fully research a product on a manufacturers web site and often download user manuals before a big purchase.
04-10-2019 12:41 PM
That's all well and good. And you know what, had the employee simply told me "I don't know", that's probably what I would have done. But it seemed to make sense to ask the person who should be knowledgeable who happened to be standing in front of me at the time. I don't think it's unreasonable to expect an employee masquerading as an expert to either give a straight answer to a specific question or simply say "I don't know."