- Report: #303087
Complaint Review: Best Buy #405 - Saginaw Michigan
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Best Buy #405
4406 Bay Road Saginaw, 48603 Michigan, U.S.A.
Phone:
989-799-8266
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Best Buy - Best Buy #405 sold us a Broken TV and refuse to return it or even speak with us! Saginaw Michigan
*UPDATE EX-employee responds: how to get a new TV.
*Author of original report: Update
*Author of original report: No Luck contacting the corp. office of Best Buy
*Author of original report: No Luck contacting the corp. office of Best Buy
*Author of original report: No Luck contacting the corp. office of Best Buy
*Author of original report: No Luck contacting the corp. office of Best Buy
*Consumer Suggestion: Return It
*Author of original report: Finally Returning TV
*Consumer Suggestion: Good Work
On 1-19-08 we purchased Hitachi 50 Plasma TV from Store around 7pm. When TV was taken home we found there was an issue with the power switch. We had read through the manual and tried all the troubleshooting tips. It was 10pm by this time so we could not take it back. We decided to take the TV back the next day.
On 1-20-08 11:45am to 12:19pm Exchanged TV for another one at the store. We had associate Theron test the TV to verify the power switch would work. It did but Theron did not pull off the cover that was protecting the TV screen. Just verified the lights worked. Theron did not verify the power stand nor was picture in working order. Just that the TV did power on. Both my wife and myself were present at this visit so we stood by the geek squad desk and watched as he turned on the TV. The plastic sheath was not removed from the TV he only verified the light were functioning.
We brought the TV home pulled it out of the box and it had a cracked screen. We loaded it up to take back to the store and they would NOT return it. I was in the Store from 3:05pm-5:30pm They are claiming we damaged the screen ourselves by turning on the TV while it was cold. We did NOT turn it on at all; we just saw the crack in the upper screen and boxed it up to return to the store. At this time I was dealing with Mike a supervisor. After some waiting Mike finally looked at the TV, he said He would not refund the money because it would not power up. He accused me of turning on the TV when it was cold; I told him I did not turn on the TV. He then said he spoke with Theron (on the phone) the employee who tested the TV to verify he did not remove the protective covering over the screen. Mike said he was running the procedural tests on the TV, then he took me back to the TV department. We then put the plastic cover on the TV and turned it on. Then clear as day it said what the channel was and please attach cables. This was a screen that neither my wife for myself saw when Theron was testing the TV initially. How was this a complete inspection of the TV if he did not fully verify everything worked?
Mike was very rude and stated over and over that we damaged the TV ourselves. Mike said he tested the TV when it was returned to the store note he did not give it adequate time to warm up. Mike told me that after contacting the corporate headquarters then Best Buy or Hitachi could have a technician could determine the time when the damage was done to the TV screen. I was not happy with the situation in the store when I had left, but I was under the impression that there was nothing more we could do to resolve this situation in the store. Oh did I mention he lost our orginal recipt at this point? So now we have a printed copy that does not contain any of the other items that were purchased on that trip.
At 5:45pm Called corporate office and they had written up a case 45064130 by Wendy but felt we needed to deal with the manager and original people involved. Next we should contact the manufacturer to have them replace it, this is not the point. I should not have to wait for the manufacturer IF the store had quality customer service and technicians who know how to inspect a TV correctly.
The next day 1-21-08 4:15pm My wife visited the store and got a twisted story from Mike putting words in my mouth. Manager in formed her that email was sent to all Best Buy stores in the area to be aware of us and not allow us to buy another TV. Now that we are upset with the store they have posted an email WARNING other stores not to deal with us on this issue!! I feel this is slander of my name.
1-21-08 (Monday) 4:45pm
I called Best Buy to set up meeting with Mike, Theron, my wife, manager (as witness to conversation) and myself. I told them I wanted to sit down and discuss since the story in Mikes mind was twisted around from what I really said on Sunday.
1-22-08 5:15pm to 5:30pm called store twice and will not return our phone calls.
1-23-08 5:00pm Called Best Buy to see status of meeting we wasnt scheduled. Manager was busy but promised to call back to discuss.
1-24-08 4:10pm Best Buy finally called me back today regarding the meeting. Said they were unwilling to meet with us to discuss this issue and would not refund the TV or return it.
The manufacturer is sending out a repair technician on Tuesday to inspect the TV. I really hope they can determine when the screen cracks occurred. Im really upset with the way Best Buy has handled this entire situation. They have very poor customer service and do not want to deal with it after it has left the store. Its not like we ENJOY having a broken TV set.
So far we have stopped the credit card payment and put this item in dispute. Did I mention we opened a credit card with the store with this purchase also? Im glad we did because it I would have been cash they would have never called us back today to tell us they were not dealing with us. Im sure they finally received the letter from the credit card company regarding the dispute.
Chris
Birch Run, Michigan
U.S.A.
Click here to read other Rip Off Reports on Best Buy
On 1-20-08 11:45am to 12:19pm Exchanged TV for another one at the store. We had associate Theron test the TV to verify the power switch would work. It did but Theron did not pull off the cover that was protecting the TV screen. Just verified the lights worked. Theron did not verify the power stand nor was picture in working order. Just that the TV did power on. Both my wife and myself were present at this visit so we stood by the geek squad desk and watched as he turned on the TV. The plastic sheath was not removed from the TV he only verified the light were functioning.
We brought the TV home pulled it out of the box and it had a cracked screen. We loaded it up to take back to the store and they would NOT return it. I was in the Store from 3:05pm-5:30pm They are claiming we damaged the screen ourselves by turning on the TV while it was cold. We did NOT turn it on at all; we just saw the crack in the upper screen and boxed it up to return to the store. At this time I was dealing with Mike a supervisor. After some waiting Mike finally looked at the TV, he said He would not refund the money because it would not power up. He accused me of turning on the TV when it was cold; I told him I did not turn on the TV. He then said he spoke with Theron (on the phone) the employee who tested the TV to verify he did not remove the protective covering over the screen. Mike said he was running the procedural tests on the TV, then he took me back to the TV department. We then put the plastic cover on the TV and turned it on. Then clear as day it said what the channel was and please attach cables. This was a screen that neither my wife for myself saw when Theron was testing the TV initially. How was this a complete inspection of the TV if he did not fully verify everything worked?
Mike was very rude and stated over and over that we damaged the TV ourselves. Mike said he tested the TV when it was returned to the store note he did not give it adequate time to warm up. Mike told me that after contacting the corporate headquarters then Best Buy or Hitachi could have a technician could determine the time when the damage was done to the TV screen. I was not happy with the situation in the store when I had left, but I was under the impression that there was nothing more we could do to resolve this situation in the store. Oh did I mention he lost our orginal recipt at this point? So now we have a printed copy that does not contain any of the other items that were purchased on that trip.
At 5:45pm Called corporate office and they had written up a case 45064130 by Wendy but felt we needed to deal with the manager and original people involved. Next we should contact the manufacturer to have them replace it, this is not the point. I should not have to wait for the manufacturer IF the store had quality customer service and technicians who know how to inspect a TV correctly.
The next day 1-21-08 4:15pm My wife visited the store and got a twisted story from Mike putting words in my mouth. Manager in formed her that email was sent to all Best Buy stores in the area to be aware of us and not allow us to buy another TV. Now that we are upset with the store they have posted an email WARNING other stores not to deal with us on this issue!! I feel this is slander of my name.
1-21-08 (Monday) 4:45pm
I called Best Buy to set up meeting with Mike, Theron, my wife, manager (as witness to conversation) and myself. I told them I wanted to sit down and discuss since the story in Mikes mind was twisted around from what I really said on Sunday.
1-22-08 5:15pm to 5:30pm called store twice and will not return our phone calls.
1-23-08 5:00pm Called Best Buy to see status of meeting we wasnt scheduled. Manager was busy but promised to call back to discuss.
1-24-08 4:10pm Best Buy finally called me back today regarding the meeting. Said they were unwilling to meet with us to discuss this issue and would not refund the TV or return it.
The manufacturer is sending out a repair technician on Tuesday to inspect the TV. I really hope they can determine when the screen cracks occurred. Im really upset with the way Best Buy has handled this entire situation. They have very poor customer service and do not want to deal with it after it has left the store. Its not like we ENJOY having a broken TV set.
So far we have stopped the credit card payment and put this item in dispute. Did I mention we opened a credit card with the store with this purchase also? Im glad we did because it I would have been cash they would have never called us back today to tell us they were not dealing with us. Im sure they finally received the letter from the credit card company regarding the dispute.
Chris
Birch Run, Michigan
U.S.A.
Click here to read other Rip Off Reports on Best Buy
9 Updates & Rebuttals
Alan
Minneapolis,Minnesota,
U.S.A.
Good Work
#2Consumer Suggestion
Mon, February 25, 2008
I am glad to hear that you are getting a working set, you did all the right things to get one including making it part of the local media. The reason you are getting the set is due to the media exposure. Your job from now on is to never ever buy anything from any Best Buy again.
Chris
Birch Run,Michigan,
U.S.A.
Finally Returning TV
#3Author of original report
Sun, February 24, 2008
The manufacturer is making Best Buy return the TV as their certified tech found there is way to much damage to the TV that we could not have done it. They have determined the damage was done in shipping or being moved around and it got dropped by the high-low. I am just happy that we are finally getting a working TV out of this situation. We are having the TV delivered this time to prevent this mess from happening again. We are not signing the delivery paperwork until we have seen the TV working in our possession. Note: This story was on the local news and in the county paper. Best Buy still stood firm on their decision. I will continue to make sure everyone knows not to deal with this company.
Douglas
Nanuet,New York,
U.S.A.
Return It
#4Consumer Suggestion
Sun, February 03, 2008
Mike, I would take the TV back to Best Buy and leave it there. If I remember correctly, they have a "no hassle" 30 day return policy. You can check the back of any Best Buy receipt for the details of this policy. If they refuse to take it back, just leave it there and take a picture of the manager and TV together to prove you returned it. Most credit card companies will give you a full credit under these situations. Under the Uniform Commercial Code Best Buy is required to sell you a conforming product, which they clearly did not do so in your instance. Since this didn't occur. they are in a material breach of their contract with you.
Chris
Birch Run,Michigan,
U.S.A.
No Luck contacting the corp. office of Best Buy
#5Author of original report
Fri, February 01, 2008
Contacted the Corporate office and they said that they stand by the stores decision. Basically that we are stuck with an 1800.00 TV that doesn't work. The manufacturer sent out a repair tech. and said it was more than likely dropped on cement in the warehouse.. hmmm.. We have our story on the local news station, and even have an update by a current employee! Here is the story link: http://www.weyi.com/news/news_story.aspx?id=91393 We are not sure where to go from here. Sounds like court is our only other option because we are NOT paying for a broken TV. If you have any other advice let us know.
Chris
Birch Run,Michigan,
U.S.A.
No Luck contacting the corp. office of Best Buy
#6Author of original report
Fri, February 01, 2008
Contacted the Corporate office and they said that they stand by the stores decision. Basically that we are stuck with an 1800.00 TV that doesn't work. The manufacturer sent out a repair tech. and said it was more than likely dropped on cement in the warehouse.. hmmm.. We have our story on the local news station, and even have an update by a current employee! Here is the story link: http://www.weyi.com/news/news_story.aspx?id=91393 We are not sure where to go from here. Sounds like court is our only other option because we are NOT paying for a broken TV. If you have any other advice let us know.
Chris
Birch Run,Michigan,
U.S.A.
No Luck contacting the corp. office of Best Buy
#7Author of original report
Fri, February 01, 2008
Contacted the Corporate office and they said that they stand by the stores decision. Basically that we are stuck with an 1800.00 TV that doesn't work. The manufacturer sent out a repair tech. and said it was more than likely dropped on cement in the warehouse.. hmmm.. We have our story on the local news station, and even have an update by a current employee! Here is the story link: http://www.weyi.com/news/news_story.aspx?id=91393 We are not sure where to go from here. Sounds like court is our only other option because we are NOT paying for a broken TV. If you have any other advice let us know.
Chris
Birch Run,Michigan,
U.S.A.
No Luck contacting the corp. office of Best Buy
#8Author of original report
Fri, February 01, 2008
Contacted the Corporate office and they said that they stand by the stores decision. Basically that we are stuck with an 1800.00 TV that doesn't work. The manufacturer sent out a repair tech. and said it was more than likely dropped on cement in the warehouse.. hmmm.. We have our story on the local news station, and even have an update by a current employee! Here is the story link: http://www.weyi.com/news/news_story.aspx?id=91393 We are not sure where to go from here. Sounds like court is our only other option because we are NOT paying for a broken TV. If you have any other advice let us know.
Chris
Birch Run,Michigan,
U.S.A.
Update
#9Author of original report
Mon, January 28, 2008
Today we have called the Corporate Office as Kristie stated. After finding the phone number on thier site, its weird that they hide the corporate number. I polietly discribed our situation and our run in with Mike. I did not have the recipt handy, make sure you have this to speed things up. I. The man I spoke with was very nice and stated it is not acceptable to sell broken merchandise. He needs to research this issue and will be calling us back.
Kristy
Beverly Hills,California,
U.S.A.
how to get a new TV.
#10UPDATE EX-employee responds
Sun, January 27, 2008
you didn't call Best Buy corporate office... you called the 1-800# sales number.. which is outsourced and a complete waste of time as they are only programmed to send you back to the store manager What you need to do is call the Actual Corporate switchboard# .. this is located on thier website under "about best buy" then click on "investor relations" and scroll to the bottom of the page.. then ask for the "Executive Resolutions dept" if the company operator gives you any problems explain that you are retunring thier phone calll .. POLITELY explain the entire situation to them before doing this.. please read the previous Ripoff report similar to yours for details on what to do... after the situation is resolved - please post an update on the outcome of your case.. as this will help others. http://www.ripoffreport.com/reports/0/298/RipOff0298914.htm http://www.ripoffreport.com/reports/0/294/RipOff0294912.htm
