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| - Very difficult to return defective products here.
We purchased a 32" Samsung TV the previous day. After assembling it and turning it on we noticed it was defective in the following ways: the set leaned to the left, making the left side of the TV at a 1/2" higher level off the stand than the other side, the picture flickered in and out, and the picture quality was extremely dark.
The next morning we took the set to the Best Buy (different location than the one we purchased it at) to exchange it. I had put it on my Best Buy credit card and just wanted an exchange.
We walked in and my fiancee went to the TV section to pick out a new one, and I went to the customer service counter. The clerk started to do the transaction and asked me if anything was wrong with it? I said yes and explained the problem. She proceeded to do the transaction, when Kimberly walked past her and told her she needed to take the TV out of the box and check it out. She asked the clerk what was wrong, and the clerk told me to tell Kimberly what I had told her. Within moments, Kimberly summons Richard from home theatre to come up and set up the TV.
My fiancee by now has returned to the front counter to complete the exchange and he is shocked to see that Kimberly had the TV and all of its parts and package information strewn all over the counter, and she is proceeding to start building the TV, even going so far as to screw the TV into the base again. Meanwhile, Richard comes up and takes over so Kimberly could help a customer. Richard decides he is not fooling with the base and proceeds to hook up their cable feed to it, and then he starts to auto program all the stations. AUTO PROGRAM every channel available!
20 minutes has now transpired and we are starting to wonder if we will ever get out of there. Finally my finally asks them how much longer is this going to be ... (we were on our way to pick up parents from the airport - but did not mention this to them, but we never expected this to become a 45-minute ordeal either).
In the midst of this Kimberly is not wanting to answer any questions from me, such as: what's the reason for this, do you always have to program the channels on an exchange, etc ... and Richard tries his best to stay out of things and do what he is told by saying "I just work in home theatre". It seems like we were really getting the squeeze until my fiancee said "Look, we'll just return it in on our Best Buy card and buy it from another retailer." It was only at this time that they seemed to want to stop treating us like criminals and start treating us like a consumer. I'm not sure if it was due to the mention of the Best Buy credit card or due to purchasing a new one somewhere else, but they finally started acting more reasonable towards us. Richard had already prior to my statement, discovered that the TV was flickering, but he had continued to fiddle with it, while we waited. By this time, over 35 minutes had passed. Richard tinkered with the TV some more and FINALLY announces that the TV is defective, it is doing all the things we said it was, and he called it fading in and out. Richard told the initial clerk it was defective.
Meanwhile Kimberly who is still up there seems to have taken an even bigger attitude now and won't even look at us or answer any questions directed to her, and Richard answers almost all of our questions with "I only work in home theatre".
I told the clerk 'ok, it's done now, issue the exchange' and she had to ask Kimberly if it was okay to do so now.
We left there after a 45 minute ordeal. I wonder if it's an intimidation factor, so that word gets out that this store is difficult to deal with on returns. However, they won't have to worry about any returns, because we are going to flood other review places asking people to not purchase at Best Buy anymore, and certainly not at that location.
We had purchased a router, modem and TV all in one week. We are paying off the Credit Card immediately and will never use it or shop at Best Buy again.
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