08-03-2019 04:57 PM
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?
08-05-2019 07:12 AM
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.
08-06-2019 03:34 PM
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:
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.
08-08-2019 08:52 AM
Thanks for that confirmation!
Can you please confirm with me that this is the store we should be working with:
Dave | Best Buy Corporate
08-08-2019 06:49 PM - edited 08-12-2019 08:58 AM
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!