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Posts: 1
Registered: ‎03-08-2019

Damaged tv

I purchased a Sony 65" tv from Best Buy in Schaumburg Illinois on2-27-19. I brought the tv home and did not open it right away as I was waiting for a new cabinet to be delivered. Finally received cabinet and opened tv on 3-7-19. Followed instructions by sliding box off of top and when I removed the paper covering found a crack on lower potion of screen.I immediately called the store. After waiting on hold for 35 minutes and then being transferred 3 times i was in touch with a rep named Ahmed (I think). told him my situation. He verified my info and told me to bring it back to the store and it would be replaced.This was between 2 and 3 in the afternoon and I'm sure there is a record of conversation.  i immediately went to the store .Was directed to customer service desk. They brought the tv in from my van while the manager came over to inspect it.. Told her what happened and after they opened tv and saw damage she said that it was done after tv was removed from box because the crack was behind a piece of styrofoam. I told her I just opened it and she kept repeating that damage was done after it was removed.I was surrounded by 5 Best Buy employees and it was very intimidating .Everytime I tried to explain that I just opened it and saw the crack after removing paper covering she just kept repeating "damage was done out of the box." She said rep was wrong when he told me on the phone it would be replaced. Although my receipt reads that there is a 15 day retrn policy she said it's only 3 days. There is no notice of this on any paperwork I received. I said "so you're not taking it back". She said "no". So I'm stuck with a damaged tv and out $1000 dollars". She sarcastically said she would recycle it for $25. I'm 71 years old and have never been treated so badly as a customer, especially from a manager. I will try other means of getting reimbursed. Also, I am a veteran and deserved a little more respect.

Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: Damaged tv

Hi, Gerald, 


First, I want to thank you for your service. It means a lot! Next, I am sorry to hear that you did not have the best experience in our store. While items that are damaged are excluded from our Return & Exchange Promise, I'd love to chat more about your experience and speak to the store management. We never want our customers to feel intimidated and it is important for me that we address that. 


Could you send me over a private message with your phone number, full name, and email?


To send a private message, simply select the blue box labeled Private Message to the right of my signature. 



Faith|Senior Social Media Specialist | Best Buy® Corporate
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