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New Member
Posts: 3
Registered: ‎05-11-2019

Open Box TV Issue

Recently bought a Samsung 65 in TV Open Box 40 miles away from my home. Exactly 1 day later in the middle of the night, the tv tipped over and fell off it's feet stand!!! I then contacted Best Buy Geek squad AND Samsung Corp. Best Buy told me that they don't cover any physical damage and should go speak with Samsung. Samsung tech then told me that it was due to installation error and screw for the stand was stripped because it was installed incorrectly AND they don't cover any open box issues, which was NOT what I was told my the Best Buy assocaite. Best Buy then came back and said that there's nothing that they can do and I should continue to fight it with Samsung. Like seriously? I've been in this cycle for over 1 month now and that's $700 down the drain in less than a day for an open box item with geek squad service which didn't do anything for me. Never got to use the TV. Any recommendations? 

 

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Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Open Box TV Issue

Hi there! 

 

Thanks for your post to us here on the Forums, and welcome to our site! 

 

We appreciate you sharing this experience with us of what had happened with the new TV that you had purchased. I know that if this had happened to my new television, I'd be doing the same as you right about now. I understand how this can be frustrating, since physical damage isn't covered by any of the warranties that the TV may have. Did you happen to install this yourself, or was this installed by our Geek Squad team? 

 

In regard to this, since we aren't able to return or exchange this unit due to the damages, it would be our suggestion to speak to a store manager about possible ways they can help getting you into a new TV that would work for you. Please let us know of what other questions, comments or concerns that you may have with this, and we'd be happy to discuss them further with you. 

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-11-2019

Re: Open Box TV Issue

Hi Cameron 

 

I bought it as is with the legs already installed. It was on the floor in the store sandwitched between other tvs. I did speak to the manager of the store and all he can say waswe can't take it back, it sucks but you can try to speak with Samsung and maybe the manufacture warrenty will cover it. Spoke to Samsung and they confirmed that there was NO manufacture warrenty for open box items, which is also another reason why I purchased the open boxed item. It's easy to say to just go buy another one but again $$$ down the drain for something that I didn't even install myself.  

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Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Open Box TV Issue

Hey there,  

 

I hear what you're saying. When you spoke with the manager, what did they have to say about the condition of the unit when it had been sold to you being already put together and held up between two other items? If this was something that had been evident or preexisting to when you purchased the TV, the leadership team should be aware of that and take it into consideration. 

 

Regards,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-11-2019

Re: Open Box TV Issue

Condition was labeled satisfactory and visually it looked good. I didn't check for structural integrity. Manager just told me, it didn't fall in the store so now what? Then told me that sucks and asked me to leave. Seriously? So now what should I have done. 

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Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Open Box TV Issue

Hi, 

 

It is at the manager's discretion as to how to handle something like this when it pertains to a purchase made at their location. If the leadership team isn't able to offer a refund/exchange, it would be our suggestion to work with them on possible buying options for one to replace this, or to continue with Samsung on the warranty that should be on their product.

 

I understand how this isn't what you had been hoping for, and I am truly sorry that this TV took a tumble causing this situation. I do want to thank you for reaching out to us about this and discussing it with us on the Forums.

 

Respectfully,

Cameron|Social Media Specialist | Best Buy® Corporate
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