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New Member
Posts: 5
Registered: ‎08-10-2018

Damaged 49" New TV

I purchased a 49" TV on Best Buy's website and picked it up in the store. When I got it home and plugged it in, the right
quarter of the screen was black, there was a horizontal line through the middle of the screen and there were other color aberrations. When I took it back to the store the next day, I was told that the damage was "customer inflicted" and they could not take it back. The employee who took it out of the box, could not get the power cord in and was grabbing and squeezing the TV in his efforts. He then placed it face down on a hard surface to get the plug in. Then turned it around and leaned it on an angle against the bench. The TV now looked much worse. I have pictures of when I took it out of the box. Tommy was the person who first came to asses it. I was told the manager Chris, was in a meeting. I waited around and then Rich A. came out, without looking at anything, he said there was nothing they could do. I was advised to call the corporate office, which I did. The first agent I was transferred to, just said that he could not override the local store. I was then transferred to Rebecca in the (Television?) dept., she told me to try and return it to a different store. She then said that because I had picked it up at the store and did not have it delivered, there was nothing she could do.

 

I am sure they get returns that have been abused, but I was a professional installer for many years and know exactly how to handle these TVs. The reason I picked it up at the store in the first place and didn't buy it somewhere else, was because I was afraid it would get damaged in transit. So much for trying to be careful....

 

The excuse that the box is not damaged is nonsense. I have taken many TVs right off the truck that had smashed screens and cracked chassis and had no box damage.

 

The associates were immediately dismissive and did not want to hear anything. I really could not belive this was happening in Best Buy

Posts: 8,274
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Registered: ‎11-10-2008

Re: Damaged 49" New TV

It's kind of difficult to check purchases and so forth in a store. However it's your word versus theirs and in the result may not be desirable.

 

Did you know that your local store has management email contact? Try sending the local store an email to share your experience and maybe they may contact you.

 

Best Buy staff can also help you here but you will have to wait for their responses. They may not respond overnight but they usually do respond in the morning, early afternoon and evening.

***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***
New Member
Posts: 5
Registered: ‎08-10-2018

Re: Damaged 49" New TV

The problem is they made it much worse. I have pics when I had it home and it was nothing like after they handled it. I am glad I took the pics at least. I just think the "blaming the customer" mentality is horrible customer service. I never want to buy anything there again.
New Member
Posts: 5
Registered: ‎08-10-2018

Re: Damaged 49" New TV

I tried the local email, but no response....
New Member
Posts: 5
Registered: ‎08-10-2018

Re: Damaged 49" New TV

Still no response from anyone.....

 

I guess it is time for BBB and Consumer Affairs. So dissapointed in Best Buy. I have been shopping with them since they opened, but never had to return anything. My luck finally ran out.

Posts: 2,440
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Registered: ‎04-18-2017

Re: Damaged 49" New TV

Good morning v366-

 

There are many ways that could cause a TV to be damaged in shipping, upon transporting home, and also installing, but there is never a time where this would be a situation we would take lightly.  Our managers in the store do have the discretion to view all merchandise, and make the call if they’re final sale.  It’s disappointing to hear their response was not what you were hoping.    

 

With apologies, I’d be unable to offer any different outcome than what the store has already decided, but this isn’t to say you’re without options!  We do have TV Repair options available which could help out!  If your TV is too costly to fix, you could get a Best Buy in-store coupon for 10% off the purchase of a new TV. 

 

Please call us over the phone at 800-433-5778 to discuss more options available about our repair services.  Thanks for taking the time to register with the Best Buy forums, and please stop back if we can help out with anything else! 

 

Respectfully,

JJ|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎08-10-2018

Re: Damaged 49" New TV

Thank you for your options JJ, but I am not paying to repair a brand new TV that I have never used. Is that really an option? My other option is to buy another TV from the store that is trying to rip me off??? A store that I was not even allowed to speak with the manager?

 

Sorry JJ, no Kudos for your insulting options.

Posts: 3,998
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Registered: ‎12-23-2016

Re: Damaged 49" New TV

Hello again v366,


JJ isn’t available just now, so I’ll be hopping in in his place.


Under our Return & Exchange Promise we are not able to accept damaged items as returns. It sounds like the store inspected your television, and determined that the damage to the television would cause it to not qualify for a return or exchange. Because of this, we would not be able to fulfill your request.


JJ was offering you the alternate solution of a repair, as that may be less expensive than purchasing a replacement television. I apologize if that suggestion doesn’t work for you.


That said, you absolutely should have been able to speak with a manger regarding this. If you could please send me a private message, by suing the link in my signature below this post, with your name, email address, phone number, and order number, I’ll see if I can help you get in touch with someone at the store.


Sincerely, 
 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!