With the troubled economy Best Buy is trying EVERYTHING to survive even if it means pick pocketing the consumer. My family witnessed this ploy firsthand at the local Pasadena, CA Best Buy (Store 125). We purchased a flat-screen TV with the extended warranty on January 3, 2009. When we opened the box, we discovered that the screen was shattered from the inside.
We took back the defective product to Best Buy less than one hour after purchasing it. The sales associate called out Jason, one of the assistant managers, to authorize the exchange. Jason informed us that Best Buy will not take back the damaged television and that their warranty does not cover a product that is already damaged.
To add insult to injury, Jason offered a discount if we were to purchase another television. This offer is uncalled for because Best Buy should be obligated to replace a defective product that was sold to a customer within the return policy time-frame.
The next morning we contacted Best Buy Customer Service and was told that the manufacturer is to blame. We proceeded to call the manufacturer and was informed that the store is responsible. After a day of finger-pointing between the manufacturer and Best Buy Customer Service, Best Buy Customer Service informed us that they would leave it to the Store Manager to handle. We have been trying to contact the Store Manager since January 4, 2009 and have been given the runaround (he is either at a meeting or not there, and was also told that he does not have an email address).
I would not wish this headache on my worst enemy. Consumers should beware: Before making big purchases, like electronics, consumers should demand to have the box opened and the product tested prior to the sales transaction. Making sure that the product is not defective prior to purchase will save people from the headache that my family is going through right now.