Best Buy Houston District Office

District Manager, On September 19, 2012 I purchased the 51" Samsung Plasma TV from the Willowbrook store. To start off, I was hesistant to purchase the TV due to the reputation of earlier models of Plasma's. I asked the associate, what the return rate of this TV was, and he clearly stated that, this was for 1.) One of the best sellers and 2.) I shouldn't have a problem with it, it's a great TV. A few days later I set up the TV at home according to the instructions, and was extremely careful. Two days later, while watching the TV a crack appeared in the lower right center of the screen (an internal spider crack). I called Best Buy immediately and the associate told me to just bring in the TV and they would exchange it. So on October 2, 2012 I loaded up this massive TV and brought it to the store with the comfort of knowing I'll have a working TV by the end of the day. Wrong. I carry the TV into the store, explain the situation to the return desk, they send me back to the entertainment department to have them pull a new TV from the back and bring it up to the front where we would swap the two TV's out. A manager on Duty (Destiny) is called to the front to approve the transaction, where she politely rejects the return. I tell her the situation as I have outline above, and she still refuses to return the TV. She tells me that something had to have hit the TV, because it is a pressure crack. I tell her that nothing did hit the TV, could there be some other reason for the crack on Best Buys side or Samsung. She states that if it was a manufacturing defect it still wouldn't be cracked like this, the color would fade and it would be very pixalated. I said that I have read several complaints about these types of cracks, which could result from over torquing the screws on the inside or there could have been a hairline crack from being shipped around, maybe it was knocked around and when the TV heated up from being powered on, the crack spread. Destiny still refused to return the TV, placing the blame on me and discreditted any of the possible scenarios. She said that I could call the Best Buy number and have a technician come out and tell me the same thing that she said, but it would cost me money to even get the tech out there to just look at it. What do I need to do to get a replacement TV? I feel lied to, I feel that I have been called a liar, and I feel that Best Buy needs to stand behind their products and not steal peoples hard earned money. Refund the money or replace the TV that is all I want. Is this the image Best Buy wants? Please contact me immediately 936-577-0985 -Brandon

Attention District Manager:
My name is Cathy Medina; I purchased my laptop computer from your store (Houston, Gulfgate area) in 2010. It was taken in to only service 1 (one) key that was broken. It took 2 weeks for Best Buy (BB) to call/email when ready. Come to find out, my computer had the whole hard drive and DVD replaced for absolutely NO reason! The manager claimed it was an 'error' on behalf of "The Geek Squad". I am requesting that you investigate this matter as soon as possible and contact me with an update. I am holding BB responsible for this "error" and expect a full refund on my lap top or a new replacement as soon as possible! I expect a call from you upon receiving this email, I can be reached at cell # 713-371-8630, work # 713-743-4267, home # 713-941-8989.