01-21-2023 12:53 AM
01-21-2023 06:03 AM
While customers are free to transport large items with the right vehicle there comes risks. Improper handling can damage a television midway home. Potholes in the road can certainly cause trauma to a large television. If you transported the TV home yourself, and it was damaged it may not be eligible for return and can be considered customer damaged.
Special delivery services have you covered in a way and to have professional setup done, it prevents these issues from happening as they are trained to setup your new TV carefully.
All televisions sold new and open box come with some kind of warranty. However these warranties do not cover customer damaged items, you would need to purchase a warranty from Best Buy that has accidental damage handling if you indeed brought it home yourself and it was cracked.
Of course when it comes to employees helping you load to your car, their safety comes first and if inclement conditions outside prevent them from doing so they cannot do it. Slip and fall issues.
01-21-2023 09:10 AM
01-21-2023 09:34 AM
Laying down flat panel tvs is a big risk, if you've ever seen a window or mirror delivery truck they are specifically configured to keep those items standing straight up. As TVs became thinner, there is a big concern that the panel can crack under it's own weight if transported laying flat.
The employees approach might have been a little stronger than I'm used to seeing in stores, and since they are not the manufacturer they cannot void a warranty, but the gist of what they were saying is true. *IF* the television is cracked due to improper transportation, i.e. laying flat, the manufacturer will not cover it. It's not that the warranty is void, it's that the manufacturer doesn't cover damage in the first place. The manufacturer's warranty specifically covers defects in worksmanship or defective parts, with physical damage being outside of that. Best Buy's return/exchange policy does not allow damaged items to be returned, even within the manufacturer's warranty. Based on what I read here, I believe the employee was trying to express that if the tv was damaged neither Best Buy nor the manufacturer would be able to assist, leaving you with a broken tv. Most stores that I have seen will not assist with improperly loading merchandise due to liability aspects.
Bringing a right-size vehicle should not need to be said, picking up a refrigerator in a Honda Civic is just not going to work. If you've opted to come pick up and item, you have to make sure you have room. That's why we offer free local delivery on every tv purchase, we know most people don't have a vehicle large enough for anything over a 40" tv. You mentioned 45 minutes away, if you fall outside of the 25 mile local area the free delivery *Might* incur a small trip charge but all of that is based on zipcodes. You'd be surprised and how far the free delivery range runs based on the size of your zipcode.
$250 would be a delivery, on-wall tv mounting, and connect (i.e. hooking up your other devices). Anything that falls under "professional services" is going to be a Geek Squad team bringing it in and setting it up with everything. If you just add the tv to your cart, you will see options for store pickup or delivery.
01-21-2023 04:22 PM
Thank you for reaching out to us and welcome to our Forum Support Page!
Here we can provide assistance and insight into any questions or situation you may have. Making sure you have a great time while shopping for the next TV is very important and I do understand your frustration with your situation. I would refer to what hockeycanuckjc and jdogg836 said above. If the TV is damaged while in transport of a clients vehicle, a return or a refund is not guaranteed. While we do have a charge that does cost $250 dollars, this is referring to our delivery and installation of large scale televisions. If you are looking into just having the TV delivered, we do offer free delivery as long as your within the local stores area. If you like to learn more about our TV delivery service, please check out the link here to learn more.
I would like to reach out to you and take a look into your situation and see what happened during your visit as well. When you can please reach out to me via private message with your full name, telephone number and email. Once I have your information, I can take a deeper dive into your situation and see what happened. In addition please do note that I do leave the office at 7:00p.m.EST for the weekend, but I will be back on Tuesday to provide further support if you reach out. Please let me know soon.
|Riley|Senior Social Media Specialist | Best Buy® Corporate|
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