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New Member
Posts: 3
Registered: ‎11-24-2022

TV was broken when I got home

I purchased an 86" LG TV from Best Buy earlier today.  I had a pickup and two employees loaded it into the bed of the truck.  The handle broke on one side and the corner of the TV dropped a good 18-24".  They didn't seem to think anything of it so I didn't either.  I strapped it in, upright, and positioned in the middle of the bed and used multiple straps to ensure it wouldn't move forward or backward or sway or shift.  The drive was 6 minutes, no speed bumps or potholes and I never drove over 35mph.

 

At home my son and I used moving straps to move it into the house.  It never touched the ground until we set it down in the house.  I took the railing off my stairs to the basement (I measured the night before and thought it MIGHT fit, but I'd play it safe).  We again used moving straps and carried it downstairs.  One corner rubbed the wall, but wasn't enough to even smudge anything on the wall or the box.

 

After dinner I opened the box and noticed what I thought were bubbles in the film covering the screen.  My son and I followed the instructions for unpacking and when we laid it down to put the legs on that's when I noticed that it was cracked, mid screen, on the far left side.  That is the side that was dropped when it was loaded, it was NOT the side that rubbed the wall.

 

Unfortunatly the store was closed by the time I realized this, and tomorrow is Thanksgiving so I won't be able to even talk to anyone.  To be safe I placed an online order for another one, but this time I got the TotalTech and I'm going to have them deliver and mount it ( was going to use a stand, but after seeing how thin it was I decided I'd rather have it mounted).

 

I am hopeful that they will take the broken one with them, because I don't know how in the world I'd get it back to the store otherwise.  I used my son's truck and he's headed back to school on Friday.

 

I did everything possible to ensure the TV was handled properly, it was either broken before it got in the truck, or was broken when the employee dropped it.  Is this going to be a fight to get taken care of?  I am hopeful that they will see that I ordered a replacement with the TotalTech and will just give me a refund.

Posts: 11,427
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Registered: ‎11-10-2008

Re: TV was broken when I got home

I'm sorry to hear this happened. 

 

In my opinion and I'm not trying to scold you or anything, but you posted some very intricate details regarding the loading of the TV. You said that Best Buy employees dropped it. It should have been your Que right there to go back into the store and report what happened so you could get another television. 

 

A larger size TV of that variety is a very dangerous risk even if you have the appropriate vehicle for it, better to leave the larger purchases to delivery officials who will make sure that everything is shipped to you properly and installed for you. 

 

Because you accepted the TV in this condition there is a remote possibility that your return could be denied at the store if you return it as they may view it as damaged by the customer which is not covered under the Best Buy Return and Exchange policy. 

 

Hopefully a mod may be able to help but the facts are right there posted on the forum. 

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
Posts: 402
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Registered: ‎10-10-2012

Re: TV was broken when I got home

Hello, Dizzy49.

 

That's a lot to take in and I wish it were different for you. Not especially because it was the day before Thanksgiving, which means a lot to football fans across the nation, but because it reads like you took every precaution and it seems to have been damaged from loading it into the truck.  Stores will be on fire with sales during the Black Friday event and I would like you to not only be able to get the replacement unloaded and mounted, but also ensure that it works for you as it should.  The stores are open today.  Have you contacted anyone where the purchase was made?

 

 

Derald|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-24-2022

Re: TV was broken when I got home

No, I have not contacted anyone yet.  Our store is closed today.  On the website it says "Best Buy stores are closed today, Thursday, November 24th..." 

While that is inconvenient for me in this circumstance I am glad they are doing that for the employees.

 

 

If I have to fight to get a refund I will be very annoyed.  Not just because I did everything in my power to ensure a positive outcome, but because I specificly avoided Amazon and chose a local store to purchase from.  I have had many issues with Amazon this year and they have gotten worse the last two months in particular so I have made an effort to buy elsewhere when I can, even if it costs me a little more.  One thing I have NEVER had an issue with is with the returns/refunds.  I think Amazon is falling out of favor with many people right now, and brick and mortar stores need to take advantage of this delicate time and go above and put the final nails in their coffin.

Posts: 402
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Registered: ‎10-10-2012

Re: TV was broken when I got home

Can you please send me your full name, email address, and phone number in a private message? 

I would like see if we can get a message to the store about the television.  I'd like to get ahead of it all for you.  Let's see what we can do. I look forward to your response.

 

 

Derald|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-24-2022

Re: TV was broken when I got home

I went to the store on Black Friday and they did not give me any problems, they arranged for a pickup of the old TV and we scheduled a delivery and install of the new TV.  The new TV was installed earlier today and it looks great!