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| - So this is not going to be short, but I urge you to take your time to read this before ever stepping foot inside of this Best Buy.
I worked here for a year, my boyfriend worked here for the year prior. Whilst there we both sincerely enjoyed the place and truly believe that the majority of the employees here are well versed in the technology that they sell. We are both Elite Plus members ourselves of Best Buy and a part of the Gamers Club program.
Early in 2016 we came here to purchase a new TV. The LG OLED is a beautiful tv with marvelous specs even for gaming. It is sold through Magnolia in Best Buy only. We chatted with 3 different sales associates in Mag about the TVs specifically stating that we wanted it for the upcoming 4k gaming in the end of the year, 4k movies and bluerays, and that we have a 7.2 Klipsche sound system to go along with it. The sales associates assured us multiple times that both the Flat and the Curved LG OLED TVs had HDR capability. We went on to purchase our $9000 TV from them.
Later in the year when the Xbox Slim was released, we hooked it all up and tried to set up our new system. Only then did we realize that hey, there is no HDR for the Curved model. We contacted LG to be sure of this and it was confirmed. The TV that we bought specifically for this, doesn't offer the feature though 3 sales associates assured us it did. (Mind you, he is a recent college graduate and I am soon on my way to graduate school so big purchases like this are very special to us and not done halfheartedly).
I went in on my own to buy my boyfriend a birthday present and took a look at new TV's because we needed to do something. We are both getting Scorpio Xboxes next year too and we don't want products we can't use along side of it. The sales associates we had talked to earlier in the year and were still there working the day I came in. Again, as a previous employee they all were more than happy to come try to help me. I began to explain the situation and said I needed to buy a new TV. As Mag works off of commission, they would only try to sell me their TV's and none of them knew that the Curved OLED was different from the Flat OLED in that one area. I had to educate them.
I came home and talked to my boyfriend who contacted Best Buy customer support. He simply explained what happened and asked if we could do an exchange potentially as we had ALWAYS purchased big items from here and would have been more than happy to pay any difference in price. We are, again, Elite Plus members, we have no problem supporting this store. We loved Best Buy. They contacted him back a week later and connected him to the Mag department at the West Best Buy in Madison and he began to explain the situation. He said how he had texted Matt, the gentleman who sold it to us, and Matt said he never said it supported HDR (though he had). The man on the phone with my boyfriend, Alan, said there is nothing they can do about it and that YOU SHOULD HAVE DONE YOUR OWN RESEARCH.
Both of us being former employees were appalled that someone working there would say that then proceed to hang up the phone. We were taught that Best Buy is still around because they are they to support the customer and educate them. They knew what we wanted/needed, and rather than look for the answer they just spewed what we wanted to hear even though it was incorrect. The fact that an employee said this on the phone and then hung up has baffled me and Best Buy lost 2 Elite Plus customers for life as of now. I understand if they can't fix the situation, but to treat people like that is absurd and the reason people write such terrible reviews of this place.
Between this and them messing up our phone upgrades we will never return and I urge you to do the same. This one store has lost me over 10K and I will never walk in those doors again. Please consider before you go and "do your own research" I guess.
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