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Posts: 3
Registered: ‎08-04-2019
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UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

[ Edited ]

Saturday, July 20, 2019:Purchase- purchased a UN65NU8500 SAMSUNG 65" CURVED 4K HDR UHD from the Best Buy Store in Springfield, VA 6555 Frontier Dr, Springfield, VA 22150).

 

Friday, August 2, 2019: TV Delivery– TV was delivered at approximately 4:09pm.  Delivery guy was in a rush and the TV snapped out of the plastic cord of and hit the ground when he was taking it out of the truck.  I immediately told him to “watch it, be careful!”

 

Sunday, August 4, 2019: TV Set up- had to wait to set up the TV two days later because I needed someone to help me.  Already have a 65’ Samsung Curved TV; therefore, familiar with the delicate, cautious process one must take to properly set it up. Took a good while mounting it on the TV stand I bought from Best Buy.  I have the same TV stand for my other 65’ Samsung Curved TV.  Nevertheless, when I finally set up the new TV and hooked it up to my cable, I noticed the TV was flickering.  I then decided to take off the two “holding covers” on the side.  Here I noticed it was broke (inside lines not on the outside).

 

Immediately called the Best Buy in Springfield. Spoke with GM “Sultan.” He said he’ll talk with the deliver company since it was “third party delivery” and get back to me on Thursday.  Sultan explained to me that Best Buy is not responsible for any damages due to the fact that they check it at least three times before it leaves the Warehouse.  Therein, it is up to the "third party delivery" company to make the final decision.

 

Night of Sunday, August 4, 2019:Called the Best Buy toll free number (1888BESTBUY). Spoke “Hope” and she documented our conversation.  Basically, it is really up to the store manager.  Since an escalation party delivered it to me (third party), BEST BUY contacts the delivery company to see what occurred – exactly what “Sultan” said.  But she recommended I go to the store with photos of the damaged product.  Additionally, to bring in the TV is highly recommended.  The latter is not possible because I don’t have a truck.  Regardless, the point is that I have a period of 15 days from the delivery date to get this rectified.  But I add that the salesclerk who sold me the TV and Polk Sound system, “Chance,” was very professional and helpful.

 

As it stands right now, I am awaiting the final word from the manager “Sultan.” Nonetheless, I wish to document for others, and any helpful tips BEST Buy may add.  In the meantime, I’ll let the process due its course.

 

Finally, I’ve been a frequent customer at Best Buy.  But this is a very frustrating situation.  I hope it works out for the best. 

 

Invoice: {removed per forum guidelines}

 

Posts: 210
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Registered: ‎07-23-2018

Re: UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

Hello, kjburgh12,

 

Thank you for connecting with us here, and we appreciate you joining our online community. This is a great place to come and learn about new tech, and you can also interact with other customers, as well as the moderators. We are always happy to help however we can.

 

A new television is definitely something to look forward to, and it sounds like you are quite familiar with these models. I’m sure you were looking forward to getting the new one set up. Based on what you’ve explained, the manager at your local Best Buy had planned to be in contact with you. I hope this has been resolved, but if you still require support, we’d be glad to see what options we may have to assist. Our team will be available in private message, and you’re welcome to connect with us there. The darker blue box next to my name below will direct you to the correct place.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎08-04-2019

Re: UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

The store manager just called me and said he won’t refund us, nor that delivery company. This is unacceptable. Please have someone from the Best Buy corporate office contact me.
Posts: 3,203
Topics: 49
Kudos: 225
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Registered: ‎08-21-2017

Re: UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

Hello again, kjburgh12,

 

Thank you for following up with us regarding your purchase. As Sarah previously mentioned we would be glad to look in to this for you. Can you please either of us a private message so we can continue to research this? As a reminder, you can do so by clicking the blue button at the bottom of my post across from my name. I look forward to continue to research this.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎08-04-2019

Re: UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

The store manager Stefan resolved this issue. Thank you for your professionalism Stefan!!!
Posts: 1,162
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Registered: ‎10-03-2017

Re: UN65NU8500 65' Samsung Curved 4K HDR UHD Broken Screen

Hello, kjburgh12,

 

We're happy to see that Stefan was able to come through and save the day. We apologize for any inconvenience you faced but welcome you to reach back out at any time should the need arise. We're always happy to help!

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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