• Report: #417029
Complaint Review:


  • Submitted: Tue, January 27, 2009
  • Updated: Fri, January 30, 2009

  • Reported By:Salem Massachusetts
230 Independence Way # 3 Danvers, Massachusetts U.S.A.

Best Buy Store #533 Defective TV not returnable 3 days over return policy. Company would not answer phone. Danvers Massachusetts

*Consumer Comment: So in all that time...

*UPDATE EX-employee responds: You've already been Approved for a New TV

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I read the reviews and purchased a Panasonic 42" 1080P Plasma at Best Buy Danvers (#533). The initial sales person was great. He offered the 110% Price guarantee to match a price Sears had and I could have still gotten the 3 years no payments, after he talked with 1 manager. Then while looking at refrigerators, a different manager decided I could not get the 3 years, just the 18 months. So I decided well the sales rep has been good, so I will get the TV, but not the fridge and not the installation and not the extended warranty. Done! I paid for the TV on 12/20/2008 and it was delivered 12/23/08. Worked great!
On January 20th, while watching TV, it shut off on its own. I unplugged it from the surge protector and tried a different one, still nothing. The TV would power on the fans and then power down. The power light would flash 7 times and the start over.

January 20th, 2009, I called Best Buy Danvers, but it was 9:30pm and they were closed. So I called Panasonic (Case#26152372), they said they could have a technician out to me by Friday, January 24rd 2009. I took that appointment but tried calling Best Buy Danvers again on Tuesday, January 21st. I called 5 times between 9am-6pm. The phone would ring about 15 times and then disconnect. I got through at one point and when I asked about how to return/exchange my defective TV they said I was over the time limit (which was untrue, I had until January 24th, 2009 I later was told) but he would transfer me to Geek Squad. I got disconnected again.

I called Best Buy Corporate and told them the situation and they connected me to Geek Squad. Geek Squad said they could be out to fix it, but it would be 3 weeks because they had to order the part. I then emailed corporate and explained the situation and that the TV had been delivered to me and they took the box. I also explained how my back was out and I wasn't sure how I would get the TV to Best Buy Danvers for exchange. I got a phone call back from Jennifer at Best Buy Consumer Affairs. She gave me Claim#56839382 and said to call the store and tell them the situation and that they would schedule to have a new TV delivered and would then take the broken TV. I was happy with this, until I tried calling Best Buy Danvers again. I was again unable to reach them after several days of trying.

Now I still had the appointment for the Panasonic technician, whom had called me and said they had to order a part but that they could be here Tuesday, January 27th, 2009, to fix the TV, I figured that would make things easier since Best Buy Danvers doesn't answer the phone. The Panasonic technician arrived early and got right to work. He put the new part in and tried it out, nothing, same problem. He said I should return the TV to Best Buy. Now I know my last day for return was January 24th and today was January 27th, but I had tried calling several times.

Well, today I put the TV in my car and drove over to Best Buy Danvers Store#533. They said I was past the 30 days and that they would not take it back end of story. I asked for a manger who said the only way they would take it back was if I got RA # from Panasonic. Well if the store would have answered the phone in the first place I wouldn't be in this mess. So I went to my car and called Panasonic and spoke to Nicole, for RA #. Panasonic won't give me RA #, they want the technician to try and repair the TV again. I asked how many times the technician gets to try before I get RA #. Nicole didn't know but connected me to a supervisor, Bill. Bill said they don't have a set number as to how many times they can try and repair the TV. So now I have to wait to hear from the technician to see when they can try to fix my TV.
BTW, the technician said that this TV has lots of problems and Panasonic use to send out all the parts to trouble shoot the problem, but now they send out 1 part at a time until they get it right. I was planning on getting my appliances at Best Buy and using them to outfit my business, but not anymore. And Panasonic well they won't be getting my business either. I deal with warranties and customer service on a regular basis and in my store I take care of my customers first and foremost, because without them I have nothing.

Salem, Massachusetts

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This report was posted on Ripoff Report on 01/27/2009 07:08 PM and is a permanent record located here: http://www.ripoffreport.com/reports/bestbuy/danvers-massachusetts-01923/best-buy-store-533-defective-tv-not-returnable-3-days-over-return-policy-company-would-n-417029. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

So in all that time...

AUTHOR: Vimot - (U.S.A.)

You never once went to the store to speak to someone. You can't reach someone by phone, you know your deadline, but you just keep trying to call for hours and hours and days and days. Sorry, pal, you were not proactive, you did very little to correct the issue, and you know it but it looks and sounds better to blame the store. No sympathy here.
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#2 UPDATE EX-employee responds

You've already been Approved for a New TV

AUTHOR: Kristy - (U.S.A.)

I no longer work for Best Buy, but have dealt with situations like this before.. you need to be VERY specific with your language, as Best Buy has certain "trigger words.." and since you didn't use them.. I think there was some confusion between what you & the best buy manager said.

>> They said I was past the 30 days and that they would not take it back end of story. I asked for a manger who said the only way they would take it back was if I got RA # from Panasonic.<<<

the correct response here should have been... (doesn't matter if it's true or not)

YES I have an RA number.. a best buy tech was out to my home 3 times already.. I recieved a call from Jennifer at Best Buy Repairs dept and was issued a "no lemon junkout" and gave me "confirmation # 56839382 " they told me to go back to the store & have either a Customer Service Senior or Supervisor (not a store manager, most are clueless) log into Best Buy Toolkit ... then look under "inhome service lookup" type in the "confirmation# and they would see that a replacement has been authorized (hate to tell people how to do thier jobs, but some people are never trained.) if still don't know what your talking about call the best buy 1-800# select #1 #3 and ask for TV repairs and have them explain it to the store staff about the in-home confirmation# and how to lookup

at this point, they will either confirm you were actually given a confirmation# which authorizes you to get a new TV... or that Jennifer gave you a "case#" which does nothing but tracks your complaint .. so your back to square one..

if a new TV was authorized.. you need to decide (before you head back to the store..) if you want the same piece of junk model as a replacement.. or another model, if you want another model.. I would research on best buy website if the local store has it instock etc. even if you have to pay $100 more to upgrade to another model... if you run into any resistance from store managment.. simply say.. you know I didn't realize that TV's break so often down now-a-days.. I really should get the 3yr Best Buy service plan..

they yes, buy the $300 service plan.. **(see below for why) I would suggest picking up the new TV right that night in the back of your truck -vs- arguing if you should pay another $60 for a 2nd delivery and the possible delay or confusion..

if you were in fact given a case# instead of confirmation# and repair is the only way .. schedule repairs with BOTH Best Buy & Panasonic.. techs, the objective is to get an RA# from either of them.. doesn't matter if they show up & duplicate order parts etc.

if you think you've gone though a hassle right now... this is nothing.. compared to having a TV break down every 3 months and having to wait 4 weeks for parts.. so your goal is replacement.. not fixing

regarding "nobody answering the phone"

Best Buy sales are down about 25% employee's hours have been cut.. (and Best Buy announced today more layoffs are comming at corporate & store levels) the #1 focus is checkout lanes & purchases.. that's why you'll see more employees on checkout lanes -vs- a 15min wait on the return line (hopefully you'll get frustrated and leave without doing a return so the store will keep your $$) the last priority is answering the phone (most best buy stores can't take credit card#'s over the phone for sales... only bestbuy.com & select instore pickup)

**Best Buy manager's unofficially place customer's into two catagories.. those that buy Service plans who add margin to the sale.. and help's them to personally get a monthy bonus.. who they want to make happy ...and loosers that Don't ... you goal is simple... GET A NEW TV.. not to mess around with repair people.. when the TV dies every 3months.. your Bribe.. (I mean status as a prefered customer) by initally buying the service plan.. could help you get a new TV... once you get the new TV and it works ok... for a week .. you can always return the service plan either at the store.. (you might get some high pressure not to do the return.. or writing a cancelation letter to the corporate office) it's somewhat of a hassle but worth it .. if it gets you a new TV..
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