07-20-2018 11:25 AM
I purchased a Samsung 65" LED TV at your Lafayette, Louisana store on 7/18/2018. I ordered it online and picked it up the same day. Prior to leaving the store, a guy with a 2" flashlight opened the top of the box, shined his light in, closed the box and slapped an orange sticker on the box that stated the item had been inspected for damage prior to leaving the store. Upon arrival at home, we open the box, remove the tv to place the hardware on the tv for wall mounting. I plugged the tv in prior to hanging it on the wall (because afterall, this is a 65" tv), and half of the screen is black. Mind you, there is ZERO physical blemishes on the TV or box. I place the TV back into the packaging box and bring it back to the Lafayette store on 7/20/2018. Upon arrival, your employees remove the tv from the box and plug it in and say that there is a crack in the tv and because it had been "inspected", it's my problem! I had the employee with his handy dandy flashlight come to the service counter and shine his light on the tv with it turned off. GUESS WHAT?? You cannot see anything wrong with the tv with it turned off. STILL, there are ZERO blemishes on this tv. I am then told that I can use geek squad to have it fixed where it will cost approximately $500 for this 65" tv to be fixed. I just paid $867.59 for this tv two days before.
How on earth a tv with zero physical defects can be deemed to be fine when I left the store after it having been looked at with a flashlight UNPLUGGED is besides me!
There is NO WAY a person can damage the INSIDE of a 65" tv and there be no physical evidence!! We just buillt a home and needed this TV in the living room to have satelite TV installed and now have no tv. I intended on purchasing tvs for each room after our service was scheduled but I just can't see how this can happen with horrible customer service like this. Your employees somehow could not understand the concept that I could not have taken this tv apart, damaged the inside, then put it back together and brought it back to the store. Why would a person do this?
I would be happy to send you scans of my receipt as well as pictures of half of the tv working with no blemishes on the tv while on or off.
We just want an operable tv without having to wait 2 weeks for someone to fix a tv that we didn't break in the first place!
I look forward to hearing your response as this matter must be addressed.
07-26-2018 11:02 AM
At least the geek squad service center knows what the hell is going on as they contacted me and said the damage was internal concealed damage and the tv should have never been sent there and should have been exchanged under the 14 day exchange policy. At least there is a honest person in the world. Now to get the geniuses at the store to understand this and actually listen to them and exchange the tv we didnt break in the first place!
07-27-2018 04:18 PM
I thank you for allowing us to address this for you, and I truly am sorry for how long it has taken us to respond to this thread; we are simply that far behind on our forum. It is correct that a TV does need to be in like-new condition in order to be returned or exchanged at one of our stores.
It is also completely possible to damage the inner screen of a TV without the outer screen being damaged; most TVs have an outer screen that is the protective glass screen, and then the inner screen that actually displays the images. You can accidentally press on the outer screen enough to crack the inner screen without cracking the outer screen; a TV that this has happened to would only show the crack of the inner screen once the TV is powered on.
With that said I would like to see what options we can present you. Could you send me a private message with your name, your phone number, your email address, and your order number? To send me a private message click on the private message button to the right of my signature.