Best Buy Store Purchase

[FrankV559]

Today I was denied a TV return as they said there was scuffs on the top corners that caused the panel to stop working. The TV worked fine for 5 days then had 1 vertical line and 1 horizontal line, there is a shading across the bottom and that looks like the area where the menu options pop up.. They pretty much accused me of damaging the TV as I mounted the TV. 

The worst part is the supposed manager advised me to buy the protection plan, call geek squad and they would replace it, if that was the case why wouldn't the store exchange it? Seems a bit unethical to me!!

[FrankV559]

Also forgot to add that it was close to the store closing so they probably didn't want to take a profit hit and the supppsed manager mentioned they had made exceptions previously but due to "the market" they would not be able to make one for me......shady.

[hockeycanuckjc Community Veteran]

Do you know how the damage occured? If the damage was there when you returned it the store would be correct in this case to deny a return as a customer could easily have caused this when installing or mounting a TV by themselves. It's hard to know how it happened. 

FYI to the best of my knowledge, warranties and plans only cover products sold at retail at the time of purchase. If you were to buy a warranty later, I believe an item has to be inspected to make sure its in good condition before the warranty can be sold. Warranties can't be sold for items already damaged.

Maybe a mod might be able to chime in here but technically professional install services are highly suggested as are professional delivery of expensive televisions in the event of damage etc. 

[FrankV559]

Thank you for your input, the scuffs were done when I mounted it, if that caused the damage to the panel then I am stuck with a $1200 TV. I have seen many posts about this issue, in fact Sony has an article on their website addressing this issue however I cannot prove this.

I think the bigger issue here is the Best Buy manager advising me to go home, remount the TV, purchase the warranty then call Geek Squad to come out and replace the TV, seems a bit of a scam and to scam their own company seems wrong. The other things that bothered me are things like the manager walking me back to the home theater area and pointed out an LG that has other types of lines due to improper mounting, that is not my issue to worry about and also a comment made was "We make exceptions for certain customers but not now as we do not want to take a profit hit". 

Idk what he meant by a "certain customer", all in all I have been a long time customer, spend about $20k a year as I need washers, dryers, tv's, etc. for my non profit but this really soured me on doing business with Best Buy again. Yes I understand Best Buy has the right to deny my returns but I also have the right to no longer do business with Best Buy.

[hockeycanuckjc Community Veteran]

I have no clue about Best Buy's last minute policies about last minute customer assistance before closing but in my experience when I went into government buildings such as Social Security, if you are inside the building before they close as long as you remain in the building they are required to see you before the staff goes home. Nobody else will be let in the building. 

[Duncan-BBY Social Media Specialist]

Hi there, FrankV559,

Thank you for reaching out to us here on our Forums Page regarding your attempts to get your TV addressed. I'd love to take a closer look at this with you to see what we can learn. To do so, can you please send us a Private Message verifying your full name, email address, and phone number? 

Thank you!