I bought a 50" Samsung Plasma TV, $2800.00 after tax. It was too big to fit in the car so I went home with my roommate to get the truck (S-10). We returned and the TV was up in the front of the store waiting. The box was perfect no signs of damage anywhere.
The best buy employee wheeled the tv out to the truck and we put it on the bed. Using bungee cords we secured it to the side of the truck and began our drive home which was approx 4 miles side streets, Costa Mesa to Newport.
We brought the TV into the house and I slid the top cardboard cover off. Roommate noticed dents on the back and I agreed. I looked at the front and discovered it was shattered from the inside.
I put the foam padding back on and put the cardboard cover over and returned to the store. Manager 1 came out and couldn't believe what he saw. I explained my story and told him the tv was sold to me like this.
He told me to wait and he would be back. I waited and waited only to see him 15 minutes later out front of the store laughing and joking with 4 buddies. I approached him and he is startled but says I will be right back and takes off into the store.
I wait again longer up front with loss prevention who tells me just to head to the back that there probably there. I go to the back of the store and see Manager 1 with two other employees again chatting and laughing.
I approach and he tells me that they have two in stock and one is being pulled for me. He tells me to go wait out side by the truck so I do. Approx 15 min goes by and the General Manager Paul Kelly comes out and examines the TV. We talk and I tell him what happened.
I explained again the story, perfect box went home opened it and discovered this. As I am talking to Paul I asked why I am going through this, Manager 1 just said you where exchanging and a new one is being brought out. Paul Kelly replies with No I can't. This TV has been dropped and it's not our fault. You need to call 1-888-BEST-BUY, but they will tell you the same thing that it's your fault since you took it home. He tells me we didn't do this you did.
I couldn't believe that this guy was actually telling me this and making me feel as if I caused all this damage to the TV. Paul Kelly continues coming up with scenarios of how this happened; liked it tipped over in the truck or "It could have bounced an inch off the truck bed and caused this".
No possible way, impossible in fact. The TV has compressed foam on all corners and sides plus the box it came in is flawless. It does not make sense to him or me and he tells me to take the loss.
I left with the TV back home. At 5am I am on the phone with 888-BESTBUY trying to tell them what happened. I spoke with 8 employees in 3 different department 3 of which where managers all telling me that the store should take it back but theres nothing they can do since Paul Kelly General Manger said no. The 888 number has no authority to override a store general manager's decision.
I called Samsung and explained my experience to them and they where shocked, couldn't believe it. Samsung said Best Buy can and should take it back give me a new one and send this back to Samsung for repair. Samsung was unable to help me.
I went back to the store the next morning for one last shot. I got a new manager who said she was helping out Paul Kelly. I told her my story but she said there was nothing she could do since Paul said no. She gave me the number to corporate and said talk to Lori. I spoke to Lori and told her what happened and she couldn't believe it but said she could page a district manager but would first have to call the store.
She called me back after talking to the store and told me The puck stops here that Paul Kelly said no and he's the general manager. She would not get me a district manager and pretty much told me to eat the cost or take the loss.
After all this it is clear that Paul Kelly General Manager Best Buy 119 CA. Thinks I caused this damage and for that reason will not return or exchange the TV. I have called my credit card company to file a case and paid a lawyer to prepare a letter to send to corporate. I am prepared to go all the way until I get a refund or a new tv.
Joshua
Newport Beach, California
U.S.A.
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