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DAV
Scout
Posts: 2
Registered: ‎06-25-2016
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Defective TV and Best buy denied exchange with higher priced TV !

 Purchased a LG smart LED TV   about 5 weeks back. We had to go out of town for 3 weeks and unopened the box. Now connecting TV after return, we observed that  it blacks out and have to power on the remote. it happens randomly, can predict after how much time etc.

 

 we explained the same thing and didnot ask for refund for the defective one, instead offered that we will spend more on higher end Tv. Buy thebest buy Associates Denied saying that  the return date has passed and we will offer service.

 

Now the issue is , we are not sure if best buy sold us the refurbished one under the brand New box. We do not want to have this piece  ,which was actually intended gift. We wanted to buy a higher priced TV to make sure.

 

We are Elite memebers, and Best Buy no way considers its members.

 HH Greg or **competitor** have much more Customer Friendly policies.

 

Felt like cheated.

Legendary Epic Genius
Posts: 516
Registered: ‎03-28-2015

Re: Defective TV and Best buy denied exchange with higher priced TV !

Once the return/exchange period is over, it's over. It doesn't matter if you kept it in the box until you were ready to use it. It's always important to verify everything works so that you're able to return it where necessary.

Also, don't assume that because you're having issues that you were sold you got a refurbished unit. Sometimes there are defective units.

JB

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Legendary Oracle
Posts: 877
Registered: ‎11-16-2012

Re: Defective TV and Best buy denied exchange with higher priced TV !

Welcome to the Best Buy Community Plug-in forum @DAV Smiley Happy

DAV wrote:

 Purchased a LG smart LED TV   about 5 weeks back. We had to go out of town for 3 weeks and unopened the box. Now connecting TV after return, we observed that  it blacks out and have to power on the remote. it happens randomly, can predict after how much time etc.

 

This might be a problem that may be related to older HDMI cables being used, or if the TV's timer has been activated.

Make sure that the HDMI cable you are using is an appropriate cable for your TV.

 

 we explained the same thing and didnot ask for refund for the defective one, instead offered that we will spend more on higher end Tv. Buy thebest buy Associates Denied saying that  the return date has passed and we will offer service.

 

The Best Buy associate is correct, the computer system will not allow a return or exchange after 30 days from the store, any Warranty related issue after 30days must be dealt with by the Manufacturer directly. You can call LG Customer Service at 1 (888) 542-2623 for further assistance.

 

Now the issue is , we are not sure if best buy sold us the refurbished one under the brand New box. We do not want to have this piece  ,which was actually intended gift. We wanted to buy a higher priced TV to make sure.

 

 If you purchased an "Open Box" item, it would specify this on your bill of sale, and the price of the item would reflect a discount from the regular price, showing it is an "open box" item. In this case the unit would still carry the same manufacturer warranty, as if it was new, and the same policies would apply for return/exchange, unless stipulated otherwise in writing on your bill of sale.

 

We are Elite memebers, and Best Buy no way considers its members.

 HH Greg or **competitor** have much more Customer Friendly policies.

 

I am glad to know that you are loyal clients, I'd like to assure you that Best Buy does support their customers by providing Geek Squad support services that Manufacturers cannot, which is part of the reason your Sales person may have suggested Geek Squad Protection Plan. This would have provided you with worry free service for issues not covered by the Manufacturer, within the first year and protected your investement for up to 4 years after the date of purchase.

Companies like HH Greg are American companies, and the other store you might have considered, charges their clients a fee to become members, Best Buy does not charge these fees and still provides quality support.

 

Felt like cheated.

 

I would recommend that you consider a Geek Squad service to help you make sure that your new TV is properly set up and configured for your system by calling the Geek Squad and arranging for a Diagnostic service call. 


 



DAV
Scout
Posts: 2
Registered: ‎06-25-2016
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Re: Defective TV and Best buy denied exchange with higher priced TV !

 None of the stores mentioned have a membership fee. Its like selling a defective item in brand

new Box and offering a protection plan for that .We purchased the item at regular sale under Brand New item.

it was our bad luck that we have to leave the box unopened for a month due to emergency.

 

It would be great if you would still consider exchanging the item.

Best Buy had  already lost a 10 yr old customer.

Legendary Oracle
Posts: 877
Registered: ‎11-16-2012

Re: Defective TV and Best buy denied exchange with higher priced TV !

Hi @DAV

As no store that I am aware of, including HH Gregg, allows returns or exchanges after 30 days, I am afraid that your only option within the warranty period, is to request LG's Customer service for an exchange or replacement unit.

I noticed that HH Gregg charges a "15% re-stocking fee" for items returned within 30 days, along with other conditions. I am sure you noted that Best Buy does not charge these fees and with less conditions.

 

I would highly recommend that, you consider having a Technician such as Geek Squad Agent, or other certified technician inspect or troubleshoot your new TV to confirm a defect, before you look for replacement options.

 

 



Legendary Epic Genius
Posts: 516
Registered: ‎03-28-2015

Re: Defective TV and Best buy denied exchange with higher priced TV !

[ Edited ]

@DAV, as I mentioned earlier, it's entirely possible that you received a defective product. It's a potential reality in our mass-produced world. The insinuation that Best Buy knowingly sold you this specific TV knowing that it was defective is a bit of a stretch, especially considering at the time of sale they had no way of knowing you wouldn't be able to open it during the first 30 days and believed you would be able to return the item for a refund if there had been something wrong..

Yes, the situation you were in is out of your control and you were unable to open the box within the 30 day return/exchange period. Unfortunately, there really isn't anything that can be done and you will need to deal with the manufacturer directly for service under the warranty.

This is not a matter of loyalty. Shopping at Best Buy for X number of years doesn't give you more perks that anyone else. The policies apply the same to everyone. You can go and shop somewhere else, but you'll likely find the same situation there. Sure, you can say that it's not true and that you'd get better service elsewhere, but realistically, you likely haven't been in a situation like this with another retailer so there's no basis for comparison (and likely, if you did have a situation like this and had a favourable reaction you wouldn't have purchased the TV through Best Buy).

Ultimately, regardless of the reason, you are now outside the return/exchange period and can no longer return the TV for a refund or exchange. If there is something actually wrong with the TV you will need to go through the manufacturer for service. If you want the TV calibrated in the hopes that it will fix the issue you're having, the Geek Squad is available to do so.

Best of luck.

JB