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Posts: 1
Registered: ‎01-05-2020

Poor customer service

I bought an "open box" Insignia TV for a $35 discount 3 days ago.  Happy with the TV, but I looked on their website and discovered that it sells for $229 and comes with a free Echo Dot 3rd gen valued at $35.  I went to the store and the salesman was very nice and tried to get me an echo dot, but their software would not allow it.  So basically there is no discount for purchasing an "open box" TV.  I opened a chat on their website, and spent 30 laughable minutes talking to a woman that had no clue.  All she would say is "I bought a used item".  I asked what was the incentive to buy the open box item?  She said "the discount".  Now it's not hard to understand that without the echo dot, there is no discount since if I bought and echo dot for $35, the price is the same $229 as the new one for $229 with the dot.  All she would suggest is to return it and buy the new one for $229 and get the free dot.  Again, I asked "what is the value for the open box, if it is basically the same price"?  The salesman at the store tried to do it, but the chat person appeared to not have a clue.


Yes, I can return it and get the new one with the dot, but it is the pricipal now.  LOL 

Posts: 12,468
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Registered: ‎01-03-2013

Re: Poor customer service

Good afternoon, fflmike, 


Welcome to the forum, and thank you for choosing to shop with us for a new TV! Buying a new TV is always exciting, and getting a great deal makes it even more so. I'm sure you were ecstatic to find an open-box unit at a lower price than the new ones. With that said, I always like to ensure I'm getting the best value possible, so I can understand your eagerness to also participate in the free Amazon Echo Dot offer we currently have on the same TV. 


With a sales price of $229.99 on a new in box TV, and current sales price of $34.99 for the Echo, the value of the two would be $264.98. With the pricing of your open-box unit sounding to be $194.99, there would be an additional discount on the open-box item. However, the pricing would come out similarly between the two if you were to simply purchase an Echo with your open-box unit, so I can understand why this would leave you frustrated. 


Please know that typically promotional bundles are not offered on open-box units. Furthermore, when checking on the purchase date you mentioned, it does not appear that this Echo offer was available the day of your purchase. Under our Price Match Guarantee, we would be unable to match bundle offers. While I am glad to hear that the store attempted to assist you, the chat agent would have been correct in denying the matching of this offer. I would be happy to further discuss this with you, so please see that I am sending you a private message. Please keep an eye on your inbox in the top right corner of the page. 



Tasha|Social Media Specialist | Best Buy® Corporate
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