I waited in line about 8 hours the day after Thanksgiving at Best Buy. I spent over $500 that day. One of the items I purchased was an Advent 15" LCD screen for my son. This TV quit working less then 6 months after purchase. I returned it to the store in Beaverton where it was purchased. The store returned the TV to the manufacturer.
Two months later after repeted calls to Best Buy, I received a call telling me to come in and pick out a TV. I was told that Advent had approved an exchange.
I went in on friday, July 27 and spoke to sales reps Dani and Gary. Gary explained to Dani that in terms of cost, disregard that I had purchased the Advent on sale and replace it with the stores brand, free of charge, or if I wished to pay the difference between what I had already paid and the store cost of another TV, that I could do that. His exact words were, "Forget about that. If we take a loss, it doesn't matter."
So, I chose a Sharp 15" screen. Dani calculated the difference to be $80.51 Because I knew I would have more money in the bank on Wednesday, I asked Dani if it would be ok to come back on Wednesday and pick up the Sharp. I asked if she would be at work Wednesday. I had already waited 2 months at this point and did not want to explain one more time about the Advent TV. She assured me there would be no problem. To speak with either her or Gary.
On Wednesday, I went in to pick up the TV. Neither Gary or Dani were there. I tried to explain to a sales rep what had happened. They pulled up the origional receipt for the Advent TV. They went to ring up the Sharp TV and they asked for a manager's override on the difference (between what I paid and the RETAIL value of the Sharp). The district manager, "Sam, " approached, did not look at me, but looked at the cash register and the Sharp and stated, "NO!"
I tried to explain the frustration of the last 2 months, the fact that I had been in on the Friday prior and that I had worked with Gary and Dani and would have walked out of the store on Friday with the Sharp except that I decided to wait until I had more money in my account. I showed him the note Dani had written. He was arrogant, rude and did not want to hear my story. He completely disregarded what his sales reps had promised and the fact that I had been without the TV we paid for for 2 months.
I tried calling HQ to complain. My complaint was taken and I was told my report would be available to Sam's supervisor but that no one would be returning my call or intervening on my behalf. Looks like I'm headed to small claims court. Best Buy in Beaverton has poor customer service.
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