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New Member
Posts: 3
Registered: ‎10-11-2017

Completely messed up store experience

My husband and I contacted geek squad about our Sharp television which had a line running the length of the screen. They came out to the house on 10/7, deemed that they would just replace the television through our purchased geek squad protection plan. We went into our local Best Buy on 10/8, where we decided to get a different brand television, as this Sharp was the SECOND television to be replaced in under 2 years. We found a Sony Bravia 4k television that was on display (last available in store), that was discounted at an Open Box price. After purchasing a new geek squad protection plan for this tv, we paid $140 out of pocket along with the exchange of our broken Sharp tv. We were told by the gentleman helping (name unknown), that the screen had a blue-ish tint to it because it had not been set up correctly in store, and that the settings for color/contrast/etc., could be adjusted at home. We found no problem in adjusting the screen ourselves, as it was a fantastic deal and my husband and I are tech-savy people. Well, we got home and nothing worked. We troubleshooted everything, factory reset the tv, everything. I called up to the store and they told us to come in with the new tv, and ask for Andrew to work with. They would get us a different tv. My husband and I drove up to the store for the second time that day, where we were low balled replacement options. Understandably, the Sony 4k television was given to us at a fantastic deal, and at a brand new condition is well worth what we paid for (in total). But we specifically paid money out of pocket in order to get a BETTER television so that we would not have to come into Best Buy once a year to get a new one, otherwise a new less impressive television would have been completely covered by our protection plan. We were told at this visit as well, that our television was actually sold to us KNOWINGLY broken. In fact, it was actually waiting to be sent into the geek squad to look into the screen problem. No one mentioned this fact to us upon purchasing it earlier that day. In fact, the gentleman helping us made up a lie about the screen not being adjusted correctly INSTEAD of looking into the facts of the television. (The receipt actually says that the condition of the television is "fair", which to me is extremely misleading as well!) My husband and I would not have bothered paying for this tv had we known it was broken! Andrew was understanding, but could only offer us smaller, non 4k television that were no where near the quality of the "blue" tv we had. We were not having it, we have already had a terrible time with tvs in general over the past couple of years, that we were very frustrated at this point. The store manager Chris came out, offered us a $50 store gift card, and suggested we contact Sony about the warranty. We went home with our blue tv, and I contacted Sony the next day. At first we were told Sony would replace it under the warranty, so my husband went to best buy after work and was given our money back on the geek squad protection that we had purchased the day before. Unfortunately a day later, upon receiving a copy of our receipt from Best Buy, Sony contacted us and said that they will not fix or replace televisions that were purchased at Open Box condition. (Again this is something that was never mentioned while checking out at best buy). So now we are without $140 and a blue-screened television. I understand that we have 30 days to purchase (another) geek squad protection plan for the tv, go in again, and exchange the tv for a less desirable one. I find this beyond frustrating. They take absolutely zero responsibility for the misleading sale that they conducted. All that was said was that they were sorry, the origional man helping us purchase the broken tv was a new employee, and here is a $50 gift card for your trouble. This is on Best Buy, not Sony, not us. We are not happy, and we are not hard to please people. My husband and I have bought through Best Buy for years and years, from everything from televisions to printers, to phone accessories and more. This is by far the most ridiculous situation we have encountered in shopping anywhere, for anything. I feel it necessary to forward this information onward, as I would hate others to experience this. We are absolutely dissapointed.

Posts: 6,559
Topics: 111
Kudos: 419
Solutions: 298
Registered: ‎11-30-2015

Re: Completely messed up store experience

Greetings JLClark117,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for taking the time out of your day to share with us. Experiencing issues with your replacement Sony TV isn’t any fun, and I’m sorry to hear that’s happening. I’d be delighted to see how I can assist you further.

 

Best Buy may have limited options available at this time to assist you as you no longer a Geek Squad Protection plan on the 49” Sony TV you purchased, and under our Return & Exchange Promise we’re unable to take back damaged or defective items. Using the details you provided upon joining our community I was able to locate your purchase. Please note I’m unable to guarantee a different resolution than what you’ve already been provided, but I’d be happy partner with your local Best Buy to see what options are available at this time to assist you. I appreciate your patience as I look into this matter further you.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎10-11-2017

Re: Completely messed up store experience

We appreciate you looking into this for us. We can go in and buy a new geek squad protection plan for our tv if it is needed, we understand that we have up to 30 days from the purchase date. We do not want a lower grade television that was offered to us in exchange for this tv. We will accept nothing less, we just want this exact model replaced. We were tricked and lied to plain and simple into this television. Best Buy is not taking accountability for their associates and their actions. We should not have to be burdened with a broken television that was knowingly sold to us. 

Posts: 6,559
Topics: 111
Kudos: 419
Solutions: 298
Registered: ‎11-30-2015

Re: Completely messed up store experience

Hello JlClark117,

 

Thank you so much for your patience on this matter! I really do appreciate it. While reviewing your purchase history it appears that you were able to exchange your defective Sony 49” for an LG on Saturday.

 

I hope your LG 4K is performing to your standards, and you’re enjoying your new TV.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎10-11-2017

Re: Completely messed up store experience

Yes it was resolved, we ended up with a comparable tv. Thank you for your help, we appreciate it.
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Posts: 6,559
Topics: 111
Kudos: 419
Solutions: 298
Registered: ‎11-30-2015

Re: Completely messed up store experience

JLClark117,

 

You’re very welcome! I’m happy to hear that you’re excited about your new LG TV.

 

Please don’t hesitate to reach out to us in the future on anything Best Buy related. We’re always happy to see how we might be able to help.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!