Best Buy's Policy Snares Customer With New TV

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This is a tough situation for both parties. Best Buy is automatically considered the bad guy in this situation because there the ones with more money. Forget the fact that she bought the TV from Best Buy and instead imagine Jennifer bought the TV from your store. Now how would you view the situation? I have worked for Best Buy for 8 years 6 of them in home delivery. I could count on two hands how many TV's came damaged out of the box. Its rare not impossible but rare. On the other hand I can't count how many times customers have brought there own products home and brought them back damaged saying it was like that in the box. Not one customer has ever confessed to damaging there product. Thats why Best Buy has this policy. If Best Buy would have returned the TV they would be in the same situation as Jennifer with the vendors. How do you prove who is responsible for the damage? Best Buy would have had to eat the loss. Its $1100 a tough loss for anyone. Atleaast best Buy offered to meet them half way thats allot more than allot of other people or companys would do.

Matt of PA 4:58PM August 27, 2008

I think if it costs extra to deliver, then this is a horrible policy. If Best Buy was smart, they would simply take the hit when this happens, even if they believe the customer did the damage. The animosity they create by this policy probably costs them more in future sales than it would cost to simply replace the item --- it's short-term thinking. Bad for the customer, bad for Best Buy.

Justin McHenry of OH 2:26PM August 27, 2008

Great point Paul - some credit cards will take up this fight on your behalf, although usually they won't go against store policy. In other words, in this situation, Jennifer would still have to pay because Best Buy has a policy that it's no longer their responsibility once you leave the store.

Kimberly Palmer of 12:21PM August 27, 2008

What about the lost/damaged/stolen coverage some credit cards advertise? In the past, we have used the extended warranty service offered through our American Express card, but have never needed to file a claim for lost/damaged or stolen purchases. I think American Express calls this Purchase Protection and Visa calls it Purchase Security.

Paul of MD 11:43AM August 27, 2008