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Posts: 4
Registered: ‎09-30-2017
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A Broken TV Best Buy has nothing to do with

[ Edited ]

I bought a TV online, Order {removed per forum guidelines}. I received the package on 09/26, and I opened the box on the 29th to find the TV screen was broken.

I immediately called Customer Service. The agent kindly arranged for a new TV to be delivered early October. She advised to take the broken TV to a Best Buy store; that's where the biggest problem and the deep disappointment begin!

I took the TV to Best Buy New York (1880 Broadway on 9/30, today), where I was informed “it is too soon to return the TV”. How can any time be “too soon” to return a broken TV? A TV that I received already broken (albeit the box has no signs of impact or damage). It gets worse.

Best Buy expected I’d take the broken TV back home because, alas! It's too soon to return it (which would add up to some $15 in taxi rides). Because I refused to take garbage back home, the Customer Service manager told me that I chose to abandoned the TV, which is right because by no means will I bring a broken TV back home; then he added—and here it gets interesting—Best Buy doesn't have anything to do with it. Read on.

Two questions here? 1) How can Best Buy not have anything to do with a TV it sold, the customer received broken, the Customer Service agent advised to take to a shop, and finally ended up in one of its stores? 2) How can Best Buy even state it doesn't have anything to do with it? Unless Best Buy employees don’t represent the company, the statement from the Customer Service manager is Best Buy’s. Then we come to money and risk.

Best Buy may charge twice: the broken TV and the new one, because I refused to take the broken TV back home. While I was in the store on Broadway, I called the Customer Service number, and a gentle agent tried to help. He talked to the Customer Service manager on site, but no results. Either they couldn’t agree on what to do or there is indeed a too-soon-to-return policy. All I have is a chance to get a reimbursement—that would not be put in writing—a TV on its way from a company that has deeply disappointed me, and a bitter experience with Best Buy’s managers who believe a broken TV they sell is none of their problems.

The case number is {removed per forum guidelines}.

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Registered: ‎04-18-2017

Re: A Broken TV Best Buy has nothing to do with

Greetings leonel_guzman-

 

Finding out your newly ordered TV was broken is upsetting enough, but it looks like you were able to get this addressed by calling us over the phone.  I apolgoize  Understandably you are wanting to better understand the situation at hand and I’d be more than willing to help!  Thank you for joining the Best Buy forums!

 

I believe both the store and the employee over the phone were wanting to find a way to accommodate you for this mishap, and they were both pretty much saying the same thing, but making sure you were not double charged was the main goal.  The order status for the reshipped item is still awaiting shipment, which is why the store employees may have been informing you to wait, so you are not double charged.

 

This could be a concern if the damaged item wasn’t received at the store, or via our prepaid label.  I can assure you the concern for the double charge have been properly addressed, with a plan ready just in case, and your patience is greatly appreciated until your order ships!  I too will be documenting our conversation which should be placed next to escalated case you sent me.  Please write back to us if we can answer or address any concerns you may have!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-30-2017

Re: A Broken TV Best Buy has nothing to do with

Thank you for your kind answer.

 

I'm just receiving a new piece of information with your message: the order hasn't shipped--at least by the time you wrote the answer. This contradicts the information I was given at the store. The claim at the store was that by accepting the TV back, there would be a risk of stopping the shipment of the replacement. That would have actually made me happy in view of the service. Yet, when I expressed that cancelling the order was not a problem at all, I was informed the replacement had been shipped.

 

If the replacement has not shipped, as you imply in your answer, I prefer to cancel the whole thing. If instead it has been shipped in the last two hours between your answer and mine, then, I thank you for not charging twice, and I'll wait for the TV.

 

Regards

Posts: 3,012
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Registered: ‎04-18-2017

Re: A Broken TV Best Buy has nothing to do with

Hello Again leonel_guzman-

 

The order status when I checked it last did state the order was not shipped yet, and I really do apologize if you were told any different.  Looking to provide you with the most accurate information, this order has updated and I would like like to fulfill your request.  

 

Please locate the orange envelope in the top right corner of the screen to view the message.  Thank you for allowing me the opportunity to help out and I'm really looking forward to working with you soon!

 

Truly,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
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Registered: ‎09-30-2017

Re: A Broken TV Best Buy has nothing to do with

Dear JJ,

 

In one of the messages we exchanged, you mentioned I'd get a reimbursement for the TV. How long does it take--approx?

 

The replacement TV arrived. I gave instructions to the doorman to refuse it and send it back, but they didn't by mistake. The TV is being sent back today.

 

Thx

lg

New Member
Posts: 4
Registered: ‎09-30-2017

Re: A Broken TV Best Buy has nothing to do with

I post this comment because I've been prompted by Best Buy to indicate if the issue was solved.

Best Buy reimbursed on Friday 6th and sent a new TV for free. I refused the TV because I won't buy anything from the company ever again.

The problem can be considered solved, but I can't consider it compensation.It took a disproportionate amount of time, and claims, to settle.

Also, the questions I asked about whether there is such too-early policy and why an employee would state Best Buy doesn't have anything to do with a TV it sold, were not answered.
That's what I asked in the post, and a satisfactory answer could have made me stay as client (but I guess that's irrelevant to Best Buy because I'm just one).

Because the email I got, which prompts me to provide my last comment, mentions that it may help other users, I say that by comparison, in my 20 years as as Amazon client, the difference is overwhelming.

Just Friday this week. I got from Amazon a notebook with a fan problem. All it took was an email--only one--and I got a new one yesterday (about 36 hours after I informed about the problem), free of charge. All they asked is I send the first notebook by the end of November. They've provided free UPS pick up, so, there's absolutely no need I spend an extra dime on the transaction.
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Posts: 3,012
Topics: 69
Kudos: 248
Blog Posts: 4
Solutions: 148
Registered: ‎04-18-2017

Re: A Broken TV Best Buy has nothing to do with

Hello There leonel_guzman-

 

I'm sorry you still are feeling this way after our conversation!  We appreciate you as a customer, and especially all of your valued feedback.  I'll cross my fingers you'll be able to return to us in the future so we can provide you with the expert service we strive for.  Until this time, always feel free to write back to us here on the Best Buy forums!

 

Sincerely, 

 

JJ|Social Media Specialist | Best Buy® Corporate
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