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New Member
Posts: 5
Registered: ‎08-22-2021

New same Purchase Damage

I purchased a 82 inch TV from your Homewood IL store on August 22, 2021. Once I got the TV home and opened it, it didn’t work it had lines in it. I took it right back to the store where the manager ESTER went as far as to tell me that it’s not their problem. She stated she can guarantee 100% as the store manager they it wasn’t anything wrong with the sealed taped box when it was sold to me and refused to honor the 15 day return policy. In my case it was 2 hours policy as I stay only a few blocks from your store. She is not fit to be a manager for no store and even told me she was not trying hear nothing I was saying. I don’t have $1600.00 to throw away. I need someone to contact me so I can get a tv that works. The tv was left at the store because we called and was told to bring it back which we did and Ester refused to give me what I paid for! Who wants to lose that kind of money doing COVID? Not me
Best Buy Employee
Posts: 2,403
Registered: ‎01-09-2015

Re: New same Purchase Damage

It sounds as if your tv might have become damaged, a cracked panel will exhibit "lines".  Unfortunately damaged products do not qualify for the return period, which you can validate here:

 

https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...

 


Like-new condition
Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Apparel must not be worn or laundered, and its original tags must be attached for us to accept a return.


 

From experience, an 82" tv is extremely easy to crack if flexed when lifting.  This is why I personally recommend delivery and/or installation on larger tvs. A tv damaged by our teams while transporting to or installing in your home would be covered by Best Buy for replacement while we do not cover damage on self-delivery or self-installation.  You'll find that even manufacturer's warranties do not cover this sort of damage.

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***
Posts: 9,923
Topics: 1,442
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Solutions: 316
Registered: ‎11-10-2008

Re: New same Purchase Damage

Although you can take home large items yourself if you have the appropriate means to do so, it is generally advised to see if you can schedule profesional delivery to your residence as these size TV's have the potential for damage. Many commercial trucks won't be sufficient for this size TV even if you tie it down its possible it got damaged in transit which would be a customer caused damage and this can't be exchanged or returned.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
Posts: 4,949
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: New same Purchase Damage

Good afternoon, GPearson21,

 

Welcome to our forums, and thank you for sharing your experience with us.  I can certainly understand your frustration from what you’ve described here, as I would feel the same way under similar circumstances.

 

As jdogg836 has mentioned, items that are damaged like the TV you’re referring to, would typically not qualify for a return, as items need to be returned in a like-new condition.  This is outlined in the terms and conditions of our Return & Exchange Promise, which you’ll find here.

 

With that said, I would like to make sure we’re exploring all options available, and offer any additional assistance I can.  For me to do so, I’ll ask that you send me a private message (using the blue “Private Message” button in my signature) with the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” from the bottom of your receipt

 

As mentioned, be sure to use the blue “Private Message” button in my signature to get this sent my way, and if you’re accessing our site on a mobile device, you may need to switch to the “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-22-2021

Re: New same Purchase Damage

The employees put tv on my 4x4 flat bed and It wasn’t dropped by my staff members. We took it out the packing plugged it up and there’s line. It was sold like that and to me this is stealing. Best Buy is a large Corporation and shouldn’t be stealing from people that patronize them!!! Now question who can share the General Manager’s number?
Posts: 4,949
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: New same Purchase Damage

Hi, GPearson21,

 

While I’d be unable to share the general manager’s phone number with you, as mentioned, I’d like to make sure we’re exploring all options available going forward.  If this is something you’d be interested in, feel free to send me a private message with the information I’ve requested previously.  Otherwise if you would prefer to speak to the general manager directly, I recommend returning to the Homewood, IL store, and request to speak to them or another member of the store’s leadership team.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-22-2021

Re: New same Purchase Damage

Message was sent to you! Please give me a call and or email thanks
Posts: 4,949
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: New same Purchase Damage

Thanks for getting that information sent my way, GPearson21.  Please know our support teams communicate through the channel in which we’re contacted, so while you shouldn’t expect to receive a call or email from me, I’ll be happy to continue to work with you here through our Support Forums.

 

I’ll be replying to your message in a moment, which you can read by logging into your Support Forum account, and clicking on the orange envelope in the upper right-hand corner of your screen.

 

See you up there,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-22-2021

Re: New same Purchase Damage

Thanks for the information, but wanted to say I received a New TV from Best Buy and wanted to say thanks…. It helps for people to do their own research
New Member
Posts: 5
Registered: ‎08-22-2021

Re: New same Purchase Damage

Wanted to come back and thank Best Buy for taking care of their customers…. My TV was replaced!!!! A Happy Camper over here