Update by user May 04, 2014
After this post being up and due to all the pressure and word of mouth, I got a call from BB corporate sometime in Spring 2013.
Long story short - after listening to my complaint the customer service manager offered to send me a replacement TV, so as to put an end to the situation and within a week a new TV was delivered to my house which is working fine as of the date of this post.
I wanted to thank this website and all the support I got from the users in order to help me with resolving the matter.
Original review posted by user Sep 04, 2012
Everyone... I am dealing with an absolute Best Buy Horror... this is beyond anything I have ever seen. It looks like the company is luring consumers in the stores and if there are problems with the products their representatives are ready with lawyer like excuses to deny you any help.... please read below for my story and click the link for FB posting:
My FiancÃ© and brother bought me a birthday gift - 51 Inch Samsung 3D plasma TV from Best Buy on 09/01/2012. This purchase was made at the Bayshore, NY location - Order # 04420605132
The TV set was picked up from the store at 7:30 PM on Sept 1st and brought to the house using our truck. At the time of purchase and until the next day - 09/02/2012, the TV set was in its original Samsung manufacturer's Box, as shipped from Samsung. When the TV set was picked up, it was carried out by a Best buy employee to the front of the store using a regular hand cart, with the set tilted and resting on its bottom right hand corner. Upon pick up, the TV set was laid flat on the its back in the truck and driven back to the house. I have bought Plasma TV's before from Best Buy and other major retailers and have used the same method to transport the TV from the store to home.
The TV set was opened on 09/02/2012 at 6:00 PM at my house, which is when we actually had some free time to set it up. Much to our surprise, when we opened the box & looked at the plasma, there was a crack in the screen at the bottom right hand corner. As such we immediately called the store and spoke to the customer service department, who did not give us any answer over the phone and asked us to bring the TV in its original packing back to the store. To avoid any further delay, we packed the TV set and brought it back to the customer service department at Bayshore, NY.
Upon arrival, the customer service department inspected the TV set and to our surprise instead of helping out with the situation, accused us of not transporting the TV set properly from store to home. Within a matter of minutes, there were representatives from TV department, customer service department and Geek squad, stating that it was our fault that the TV set was damaged and that there was nothing they could do for us. Being a long-time Best buy customer, I explained to them that I was not trying to make any money or hurt the store, but that there was a genuine transportation problem with the set prior to it being purchased and I am only looking to make an even exchange as this is a birthday present. As the representatives further ignored the situation, the following was also mentioned about transporting the TV home:
1. There were no written instructions, as to how the TV should be transported, and that if this is such a big issue why isn't delivery made mandatory by Best Buy.
2. The original box does not state – "˜Fragile' OR "˜Glass'
3. Best buy did not open the box and let us inspect at the time of purchase. More so, given the fact that the set was carried out on a hand cart tilted on its bottom right hand corner is quite conducive to where the screen was cracked. As such, as a customer I was only using the 30-day exchange / refund policy to make an even exchange, which only seems fair.
4. Lastly, Best Buy store also did not make us sign a waiver at the time of purchase regarding transportation methods.
After the above was stated, there was no consultation with the store manager at all and the employees just handed the TV set back to us and asked us to leave the premises with it. At this time, I refused to take a broken set back and left it with the customer service department and asked for the store manager to review the situation, which was denied by the employees.
At this point, being a loyal long time Best Buy customer I am quite frustrated and unhappy about the whole experience and have never experienced such rude/unprofessional customer service before. Please help me to find a clear/timely resolution to this matter as I feel quite helpless. In addition, I have also reported the matter at the 800-bestbuy hotline, with case # 104039059, who also suggested me to report the matter at corporate level for resolution.
UPDATE - I was requested by a Best Buy corp employee - Melissa who also manages BB's FB page to email her this issue and she will get back to me with updates. However that was just a way to get me off the topic and what i received back in email was the same *** that i had to put with at the store.
FB Page Link: https://www.facebook.com/bestbuy/posts/10151156236 />
Here are email replies from the Corp Geek Squad employee Aaron:
The purchase of a brand-new TV is by no means a small investment, so I can imagine how disappointed you must have felt to learn that your TV's screen was damaged. It'd be disheartened too if I found myself in a similar situation, especially if the staff at my local store wasn't able to offer an immediate solution.
Whenever an item is delivered by one of our retail stores or fulfillment centers, Best Buy is responsible for any damage that may occur to that product while it's in transit. This means that if a TV is delivered damaged by us, it can be replaced whether or not we are able to verify how the damage occurred. If a customer chooses to bring a product home themselves though, this guarantee does not apply and the customer accepts full responsibility for the safety and transport of the item once it leaves the store.
That being said, I regret to inform you that the associates you spoke with at our Bay Shore location were correct: your TV cannot be returned if it has suffered physical damage. I have, however, notified the store's management team of the situation. I've also asked that a member of that team contact you once they've had the opportunity to review your account. Although I cannot make any guarantees, I have confidence they will be able to help you find a resolution.
Thank you for your patience and understanding.
Geek SquadÂ® Community Connector
2nd REPLY - this is after i asked the same questions again:
Like I mentioned in my previous message, customers accept full responsibility for the transport and care of any self-delivered product once it leaves their local store – no waiver is required for self-delivery and we do not instruct customers how to transport their purchases. Best Buy also reserves the right to deny any return - including the return of damaged merchandise - as explained in our Return & Exchange Policy:
It's unfortunate if this does not meet your expectations, but our position in this matter remains unchanged. Again, while I cannot make any guarantees, I would encourage you to wait for a response from the management team at our Bay Shore location.
Thank you for taking the time to write.
Geek SquadÂ® Community Connector
At this point, I will be taking this legally to small claims court and also with the local and state authorities. Anyone in the NY Metro area facing the same issue is asked to reach out for collective action. Any tips or advise would also be appreciated..
I just can believe living in America, the government allows stores like Best Buy to operate in this Fashion!!
Product or Service Mentioned: Best Buy Customer Care.
Monetary Loss: $923.