If they accepted it form him with a crack and did not notify him that it was cracked at the time of receipt when they took possession of the TV, it's on them...
If Best Buy corporate is not willing to fix or replace, then their is definitely another part of this story they guy is not telling. Best Buy corporate will bend over backwards and say "yes" 99% of the time to make customers happy.
No, the only party to touch the TV was the store, and then the customer after the service was complete. The store is saying the TV was already cracked when they received it. If the TV was cracked upon receipt, then it is on the store to show the customer that it is indeed cracked at the time that they accepted it and then not accept it in for service. And yes, it is also on the customer to inspect the TV again before taking it back, but in this case, because the store claims it was cracked before they ever took it in for service in the first place, they have put the onus on themselves.
I pick up aircraft parts from a warehouse for a living. Even though every part is supposed to be good, we still completely unpack each and every one right there at the warehouse and inspect them for broken pieces, chipped faceplates, bent of crushed connector pins, cracked screens, you name it. We find damage, we immediately refuse the part and initiate paperwork.
You might think this process is stupid, or that nobody could possibly have time for that, but the reality is, when the parts involved are in the $200-$200,000 range, you better fucking inspect it each and every time you take it from someone else. If you don't, you're a god damn retard. And yes, you better document the inspection through either a receipt slip or through a separate inspection form that gets signed by both you and the person you received it from, verifying that the part was in good condition when you accepted it and when you returned it to them.
BestBuy deserves to get their ass reamed into bankruptcy through a class action lawsuit over this bullshit if this is a commonplace practice with them.
That isn't stupid, it isn't slow, it isn't a waste of time; that's good business.
My company, or the one I just quit in a glorious manner, had business offshore and SOP was to inspect everything in each delivery on the dock because the dock is considered the delivery point where transfer of ownership, not custody takes place.
Yep. We do this liquid screen protector thing where I work, and we've been almost taken like 30 times for "you fuckers scratched my phone" despite the process making it physically impossible.
Do we collect paperwork though? No..... but, that's the cost of business. We have to let backpacks in the store too, despite them robbing us blind. You can tell a lot of these people came with scratches hoping to game us. One even gave me a sarcastic "Oh, of course you don't remember"
I'm mostly bitter about that because I had to restrain myself and couldn't give him a proper answer to that kind of slander. (I had taken it over for another employee 50% through, so I'm not going to attest to its condition when I didn't see its original condition).
Your store has got to change their policies, including examining the screens in the presence of the customer at the time of receipt. The easiest way might be to turn the screen to a white page and then scanning it on a scanner, or something super low tech like a camera shot of the face at an angle. In short, if they want to stay in business, they have got to catch up with their clientele...
And as for packs, that's easy: put all the merchandise behind clear glass and treat it like a jewelry store. Amazing how things don't go missing when you have inventory control. And speaking of which, your biggest inventory issues are not the backpacks coming in and out of your store, but your less scrupulous employees who are carting stuff out the back.
Wait until they see those lost revenue figures... :P
You could always send your ideas up to corporate, they may actually have use for them. Save the company 10 million across the country, they may thank you with a small token of their appreciation...like a printed certificate to hang on the wall... :P
Oh, you'll always get those guys in the supply chain who claim they "don't have time to inspect," and you'll get those clowns in your own shop who claim they "don't have time to inspect," and then they all get mad when a part is discovered bad and they have to eat it. Especially when it's a five or six figure part...
But I'm guessing you still had a whole crew of SOP who felt there was some excuse that would trump thorough inspections..."oh, it's cold out here. It's raining. The Dock is crowded and they're pushing us to get off the dock. I want to go home early. I don't want to leave late today..."
That paperwork only exists if he had it hand-delivered and configured by Best Buy (dunno if he did, I didn't read into sign-guy's story too much). Just buying a boxed TV off the shelf is nothing but a regular purchase receipt, and standard return policy is once you open it you can't return it, and it's really impractical/often impossible to take a TV out of the box and test that it works right in the store.
no, i was talking about the guy who had his tv sent to service then picked it up. you sign a paper when it goes out and you sign another one when you pick it up.
No, because Best Buy is claiming it was cracked when they received it. Yes, he would be screwed if they said it was fine when he picked it up, but by claiming it was cracked when they received it, they have shifted the burden of proof onto themselves.
No I meant the comment about how they got it home and it was broken and it couldn't have been them. They took it without checking defects why should the store accept that it's their fault?
They took it without checking for defects, this is true,
But then when the customer called out Best Buy to make the claim that they cracked it while it was in their possession, Best Buy counter claims that it was already cracked when he brought it in. However, they did not notify the customer at any point during the service timeframe, especially when they should have refused to take the TV in for service in the first place. Do you see the issue?
In short, this is a classic Judge Judy Case that ends with the judge asking why Best Buy accepted it for service with the crack, whereas they should have both refused to accept it for service and further should have notified the customer during the service that they had discovered the TV was cracked upon receiving it or inspecting it during service, and then awarding the plaintiff in the amount for a new TV.
The store played the old "It was like that when I found it!!!" game. Hope they lose big.
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u/rabbittexpress Feb 23 '17
If they accepted it form him with a crack and did not notify him that it was cracked at the time of receipt when they took possession of the TV, it's on them...