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.
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