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New Member
Posts: 7
Registered: ‎08-03-2019

Defective TV

Hello. Today I bought two telvisions at Best Buy---a LG OLED, and a 65'' Vizio. The LG was plugged in, and the screen looked fine. The Vizeo, however, just had the glass screen visually examined--and it was (and still is) fine. Unfortunately, when I set the Vizeo up at home---I noticed that the screen under the glass appeared damaged---with a series of horizontal lines and odd colored lines on the screen. When I brought it back to Dothan Al Best Buy (2 hours after I bought it), the manager 'Amanda' stated that the damaged was caused by the screen being touched by a thumb---'since OLED tv's ared like that'. I reminded her that the Vizeo is not an OLED---she still refused to replace the TV, stating it's 'BEST BUY' policy .. I called Vizeo next--they told me that visual inspection of the glass is not adequate to judge if the unit was damaged in shipping --which they suspected, since they stated a large force would have been necessary to produce the damage. I called the central 1888BestBuy number--they were quite nice---they also said the unit should have been replaced---and to call the store and ask for the district manager. Needless to say--when I called the Dothan store back--they said they could not connect me with the District Manager. Does anyone have any suggestions as to what I can do next?

New Member
Posts: 7
Registered: ‎08-03-2019

Re: Defective TV

After thinking about this, the policy of this store is dishonest. Vizeo inspects their tvs prior to shipping---then it's sent to the 'warehouse' at BestBuy. Bestbuy does NOTHING to assure the unit hasn't been damaged in there care--which is as simply as plugging the unit in  ---they open the package for a 'visaul inspection' only. Any neglienge on BestBuys part---they simply ignore it==and past it all onto the consumer.

Posts: 3,408
Topics: 58
Kudos: 245
Solutions: 178
Registered: ‎08-21-2017

Re: Defective TV

Good afternoon, mpichler,

 

Thank you for joining our community forum and letting us know about your experience with this purchase. Buying a new TV is a big purchase so so I can imagine how surprising it would be to discover that there was some physical damage to this Vizio. As the store manager mentioned, we are typically unable to process a return or exchange for damaged products. I would be glad to see if we might have any further options available to assist you. Can you please send me a private message with your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking the button at the bottom of my post across from my name. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎08-03-2019

Re: Defective TV

Yes---even if the 'defect' was caused by your staff----since conveniently the product was never properly inspected by your staff.prior to selling it.  

Posts: 1,326
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Defective TV

Hello, Mark,

 

Thanks for that confirmation! 

 

Can you please confirm with me that this is the store we should be working with:

 

https://stores.bestbuy.com/al/dothan/4863-montgomery-hwy-793.html

 

Dave | Best Buy Corporate

Dave|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎08-03-2019

Re: Defective TV

Yes it is, thank you
Posts: 1,768
Topics: 49
Kudos: 230
Solutions: 88
Registered: ‎10-19-2017

Re: Defective TV

[ Edited ]

Hey Mark,

 

Thanks for the confirmation! David has stepped away from his desk, so I’m happy to fill in for him. I’ve gone ahead and sent over a communication to the store leadership team to see what may be possible. So you’re aware, it can take a bit of time to hear back, but I plan to check in with you on Monday if I don’t have more for you before then.

 

Thanks for your patience!

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎08-03-2019

Re: Defective TV

Thank you so much! I look forward to hearing from you..