Troubles at Best Buy - They are trying to screw me hardcore

[KorgunM]

Well I'm having some major troubles with best buy. This thread has two objectives. First off my main objective is to vent, secondly it's to possibly get some advice.

About a week ago I applied for a best buy credit card because they had 18 month no interest financing on TVs and I needed a new TV. I got approved for a good amount and about 3 days ago I narrowed my choices to one. I purchased it online and there was no delivery option to my house so I had to pick it up. My friend was coming over tonight and he offered to help me pick it up tonight.

So him and we went to best buy to pick it up, we were there hanging out possibly considering another TV and doing more research but in the end I decided to stick to the one I purchased online. One of the employees asked If I wanted to buy a service plan and I said no and he replied "I guess you feel lucky" I gave the guy my pick up slip and 15 min later he came by, then we went with two other employees from inventory to help us out to the car. It was obvious the TV wouldn't fit with the box and I asked one of the reps "How about without the box?" and he said "We'll try" and they proceded to try to push the TV in. After a little struggle they pulled it out and there were large crack/scratch marks on the screen and on the plastic.

The guys took the TV inside and the manager came out and said he could have the same TV delivered tomorrow, we said "what?" and he repeated himself. After a brief argument he said he had to talk to his guys he went inside and then he said his guys told them that they warned us and they were carrying the TV out as a courtesy so I am responsible for it. Infact he said he will have the TV delivered tomorrow If I don't take it now and I replied "I will not accept delviery on an item your employees broke" I tried to convince him but he was dead set and I asked him who I can talk to and he gave me a customer service number.

I called the number in the store and the person I spoke to said it was a store matter and I had to take it up with the store corporate headquarters and that they were closed. While I was on the phone the manager left and asked a supervisor to take care of us. After I got off the phone the supervisor (who was A LOT nicer than the manager) said he couldn't give us a refund and asked what we wanted to do. He gave me the manager's first and last names, the general managers first and last name, his first and last name and the first names of the three employees that scratched up the TV.

Now tomorrow I have to call the Best Buy corporate hq and talk to them and go into the store to talk to the general manager. The supervisor hinted that the general manager would go with whatever the sales manager that night woudl say.

Note: On my side there was only my friend and I. There were three best buy employees that were present/scratched up the TV. The manager/supervisor did not see anything but the employees say they told us they weren't responsible for any damage and they offered us delivery and that we said it was ok to try to put the TV in. We did not say it was OK. I asked "how about without the box" and they said "we'll try" I did not sign ANY thing at the store saying I picked it up, they did not see the credit card/ ID (nor did they ask for it at any time).

I might have some parts missing because I was there for roughly 2 hours and I might add on to this as I remember.

Any suggestions/comments other than "you are screwed" is appreciated.

Btw the TV was 2k and around 2.12 with tax.

 

[Jhill]

Cool, you post on Genmay also. That's a good board.

 

[KorgunM]

I'm posting on several boards to get a nice variety of opnions since I only have around 8 hours until I go back to help resolve this issue...

 

[imported_Mike]

Why people by expensive things that carry a restocking fee I will never know. You probably should have taken pictures, where is the TV now?

 

[KK]

Interesting dilemma. I have no idea about how that should be handled. You'd think they'd atleast give you store credit.

KK

 

[RagingBITCH]

Go back tomorrow and talk to the GM. Raise hell in the store - they don't want a scene. It is their responsibility for damaging it, fvck that. If they still refuse tomorrow yell at the top of your voice and make damn sure everyone around or near you hears you. I would have said call the CC company but its a BB cc

 

[amdskip]

I would just take it up with your credit card company which might be harder since its best buy. I would deny the charges. Tell best buy this is what you intend to do.

They need to deliver a new tv to your place at no extra cost for the inconvenience. They have no right to pull this crap.

Edit: It may be a courtesy to help you load the tv but IMHO they are responsible for the tv until its loaded and you pull away. What would they do if you wanted to return it because it was scratched up when you removed it from the box?

 

[HappyPuppy]

You are a dipshit. You told them to try to get it into your vehicle, it got scratched, it's yours. If you go about it the right way you just might get them to give you a replacement that isn't scratched.

 

[Goosemaster]

THEY runined your TV... DO NOT let them get away with it.

Talk to corporate. Take it to the news etc.


Those guys should be fired for giving you the TV without ID, not to mention everything you said.

 

[Balt]

Just to be clear: The TV was scratched before they removed it from the box or after they tried to put it in your vehicle?

 

[HappyPuppy]

Originally posted by: Goosemaster
THEY runined your TV... DO NOT let them get away with it.

Talk to corporate. Take it to the news etc.


Those guys should be fired for giving you the TV without ID, not to mention everything you said.

As I understand he told them to unbox it and put it in his vehicle. He assumed full responsibility at that point.

 

[Goosemaster]

Originally posted by: HappyPuppy
You are a dipshit. You told them to try to get it into your vehicle, it got scratched, it's yours. If you go about it the right way you just might get them to give you a replacement that isn't scratched.

I would think most places wouldn't LET YOU EVEN BREATHE on euipment outside due to the insurance issues. I understand perhaps helping you load the box, but taking it out and then stuffing it in there...that should be out of the question.

 

[RagingBITCH]

Originally posted by: HappyPuppy

Originally posted by: Goosemaster
THEY runined your TV... DO NOT let them get away with it.

Talk to corporate. Take it to the news etc.


Those guys should be fired for giving you the TV without ID, not to mention everything you said.

As I understand he told them to unbox it and put it in his vehicle. He assumed full responsibility at that point.

The TV is in his title - it's his property. They damaged it. It's no different than if they had dropped the TV and said "oops".

 

[Goosemaster]

Originally posted by: HappyPuppy

Originally posted by: Goosemaster
THEY runined your TV... DO NOT let them get away with it.

Talk to corporate. Take it to the news etc.


Those guys should be fired for giving you the TV without ID, not to mention everything you said.

As I understand he told them to unbox it and put it in his vehicle. He assumed full responsibility at that point.

I understand that, and agree with you, but Iwould think they violated some clause by doing that. They should also make the customer aware of that. Unfortunately, most consumers expect emplyes to know what they are doing, and fix any problems that arise due to employee incompetance.

 

[amdskip]

This is just common sense customer service. Any decent place would have replaced the tv on the spot.

 

[Goosemaster]

Originally posted by: RagingBITCH

Originally posted by: HappyPuppy

Originally posted by: Goosemaster
THEY runined your TV... DO NOT let them get away with it.

Talk to corporate. Take it to the news etc.


Those guys should be fired for giving you the TV without ID, not to mention everything you said.

As I understand he told them to unbox it and put it in his vehicle. He assumed full responsibility at that point.

The TV is in his title - it's his property. They damaged it. It's no different than if they had dropped the TV and said "oops".

Yea, there has GOT to be some responsibility clause somewhere.

I understand CC or BB employees maybe clueless when selling items, but that does not allow them to be incompetant either and disregard damages they inflict on their customers purchases.

Honestly, one key piece of evidence is missing. It DEFINITELY matters if the guy told them to cram it in there or to be careful etc. Just becuase the store offers a service, and doesn't CHARGE for it, does not give them the right to be reckless.

 

[Goosemaster]

Originally posted by: amdskip
This is just common sense customer service. Any decent place would have replaced the tv on the spot.

Best Buy does not have Common Sense.

CC has treated me well, actually I give them ALL my Mutimedia retail business.

 

[Dulanic]

One day maybe I'll understand why people shop at BB... they screw people left and right.

 

[Shockwave]

Thats a tricky situation. It really depends on the place. Some places, once its out the door it yours regardless. Some places give you warrenty until its out of their hands. Thus, they could say that you wanted help loading so the responsibility is yours, or they could say that their employee damaged it and refund it. Chances are though its going to be a you gave permission to help load, and once you gave permission all liability fell on you......

 

[KorgunM]

Originally posted by: HappyPuppy
You are a dipshit. You told them to try to get it into your vehicle, it got scratched, it's yours. If you go about it the right way you just might get them to give you a replacement that isn't scratched.

I asked them "How about without the box" if they told me "i don't think it will fit" or "we can try but you are responsible for any damage" I would have said "nevermind, i'll pick it up tomorrow with another friend's truck"

 

[AaronB]

I have a couple of questions:

1. "Remove the box". Do you mean you wanted the tv put in the vehicle without it's protective packaging? Was that your idea?

2. What kind of vehicle was this? (just curious)

3. Were you at all helping to put the tv in the vehicle?

4. Were you present at all times while the loading was taking place?

BTW, I'm not trying to make a case against you. I'm just trying to picture this.

 

[Goosemaster]

Also, the verbal agreement will not stand on its own. One can argue that:

a) The store implied that employee assistance voided the stores liability.
b) The customer was never INFORMED, in such a manner that is legally binding, of a TRANSFER in laibiltiy.

Neither is set in stone, however, I favor B, as there was no CLEAR verbal or written(to my knwledge)agreement toa transfer in liability. If the store HAD warned of it, I would feel bad for him, but he would clearly be SOL. In this case however, BB's employee's [pssibly]overstepped their [insurance]converage lines and should be fired for bringing so much harm to the company.

 

[StormRider]

I see people buying TVs at Best Buy all the time and then I see them struggle to get it into the car. And then I cringe when I see them take it out of the box and try to stuff it into their car because if it were me I would be worried about it scratching the screen or something.

 

[GRIFFIN1]

Don't answer the door when they try to deliver it.

Edit... Men should drive trucks.

 

[imported_Mike]

I hope you didn't take the scratched TV home.