Purchased a defective tv, took it a back to the store and they said I broke it... said I had no alternatives or options, kept the tv and recycled it. now I find that it would be warrantied, but the store kept the tv and I do not have it to return.
GetHuman-yzowzrd's customer service issue with Best Buy from June 2018
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The issue in GetHuman-yzowzrd's own words
plugged it in, did not work, had lines up and down ... On ******* I purchased a **” LG tv, it was delivered on Wednesday *******. I had it installed on the following weekend. Upon connection and turning it on, there were multiple lines from the top to about *** of the way down right in the center of the screen. It was taken down from the stands and replaced in the carton that it had come in, along with all items, as noted in instructions for return policy.**I returned it to the store on ******* at which time I explained what had transpired and blamed it on manufacturer defect or mishandling. They took it into the back and set up to test it themselves, at which time they came out and led me to the back. He showed me the lines, which of course is why I brought it back. He insisted that I had broken it. I told him no and told him it had to be a factory problem*mistake. He said that he had checked **,*** televisions and never had one with factory damage. I insisted that it was exactly that and he said the chance of a factory damage was very rare, which left the door open to that one in a million type of possibility, he still disagreed.**He was adamant that there was nothing he could or would do and I asked him what my options and alternatives were and he said that I had none and he could not help me. So here I was with a $*,*** piece of junk and jokingly I said great, so I can’t even use it for an anchor. He shrugged his shoulders. I asked him again about alternatives and he said I had none. I am disabled and I could see no sense in taking it back home and having to deal with disposing of it somehow myself and I asked him what the store did with damaged unreturnable items like this. He told me that they recycle them. I had no choice, no options and no alternatives according to him so I told him to recycle it I guess.**I was given a receipt showing that I had left it to be recycled.**Soon after that I had discussions with others and was told that I did have options and the store apparently intentionally misguided me for whatever reason which remains unknown.**I attempted to find a phone number to contact BestBuy Corp but the *** number does nothing. I am currently in the process to reorganize my house after a fire and this is just one more major headache. Finally I did find a number to a customer relations office. I explained what had happened, step by step and what the problem with the tv was*is and what the store manager told me. He discussed it with his supervisor and then told me they would honor the replacement or refund and that he would send me a return label so it could be picked up. I explained that the store had kept it and that I did not have it. He again conferred with his supervisor and was told that I had to go back to the store and confront them again. Even though they were going to accept the item back apparently they cannot or do not inter mingle with stores in these situations. He advised me to go to the store even after I knew that the store would not change their minds but he told me it was protocol and then I could contact corporate afterwards. At least I had a direction, which led me here.**At the store today, I was told, exactly as I figured, that there was nothing I could do since I had left the tv there to recycle. I did what I was advised and instructed to do without regard to an Elite customer trying to right an expensive wrong on BestBuy’s behalf. I was led to believe that it could not be returned but later found out it could be returned. I was told there were no other options or alternatives and that it was basically junk so with no apparent recourse, I surrendered it to the store to dispose of. I find now that this is all wrong and there were options. I returned it to the store so it was in their possession one week after delivery. I hold the store responsible and liable for this misguided information and would like to be reimbursed for the television, which ended up back in BestBuy’s possession.**I have been dealing with BestBuy … forever. To begin this story I saw this same tv on sale at Fry’s and then, being a dedicated customer of BestBuy I called about the Price Match that was advertised. The agent worked it out and said that she could not match that price as it was too low. I still do not know the reasoning behind that but regardless I still purchased it from BestBuy as I am or was a dedicated BestBuy customer. So I paid almost $***. more to retain that status and loyalty then I get this to show gratitude. I await to see now what your response will be.**Sincerely**Jerry Lyman****** Fairwood Circle**Las Vegas, NV *******(***) ***-******ORDER * BBY**-************
it was a factory damage, not a personal damage
To be reimbursed for the unit. a total of $*,***. **
I am an Elite customer, chose BestBuy over Fry's lower price. Best Buy did not*would not honor their Price Match guarantee and I still chose to buy from Best Buy because I am a devoted customer, and have been for many years.
called customer service, where I was told that it could have and would have been accepted for return and reimbursement would be made.
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