- Centurion Member
- Posts: 144
- Joined: Sat Jul 12, 2014 7:38 am
- Location: Atlanta, GA
I think that the first thing to understand is the separation of power amongst the entities with which you're dealing:
- Best Buy (retailer)
- Some credit company which has contracted with Best Buy to offer a store card
- The manufacturer
Forget about your Best Buy credit card for a moment...
Best Buy sold you a TV. It's that simple. With most retailers, not all, mind you, you have 30 days with which you can return the item as long as it's obvious you haven't damaged it. If you're TV isn't turning on and it's within the last 30 days then they'd just swap it for you. If you're trying to return a TV that has mud oozing out of it then they're going to say, "No." (for example, if you accidentally dropped your TV in a lake). That's pretty much where it stops: They sell you something and 30 days. You may be able to convince a manager to allow you to return it on the 31st or 32nd day but that's the manager being generous.
Some credit card company lent you the money to buy this TV. They want you to pay back the money, with interest (or if it's a 0% Interest deal they just want you to pay back the money and are hoping/betting that you'll miss that last payment or somehow screw it up so that they can charge you 24.99% interest since the day of your purchase). They don't care about the TV. They don't really care about Best Buy. They care about loaning you money and then making money from that loan. That's where it ends.
Some credit card companies (not your store-issue cards) offer various levels of buyer's protection but all that really means is that a fourth party gets involved which is an insurance company. The credit card company passes you off to the contracted insurance company which then has you fill out a bunch of paperwork to prove your case. They then will either arrange a replacement or refund the money to you for the broken/damaged item and you of course have to send it back because they're buying it back from you.
The manufacturer typically steps in past the 30-day period and through the limits of the warranty. It has to be some kind of legitimate defect (not saying yours wasn't). Again, mud oozing out of a TV or some sign where you've obviously taken it apart and tinkered. Other than that, they'll generally repair or replace the item for you and, typically, extend some kind of limited extended warranty. For example, if your TV crapped out and you finally got your, most likely, refurbished TV from them and you're outside the original 90-day warranty, but within some other reasonable period (it gets a little grey here) they'll (typically) still help you out if it breaks again. The manufacturer wants a happy customer and will generally try to make things right (120 days and you have a problem and they'll help you, 10 years out, not so much) and sometimes, if the problem is persistent, then they'll just buy the item back from you and arrange shipping.
If you confuse these different entities it'll probably make you getting a resolution a lot harder.
The only exception I can really think of with all of this is Sears (old, profitable Sears). They had enough cash to where they ran their own credit dept. You could take your 3 year old shoes back to them and say, "These wore out before I expected them to," and they'd just hand you new shoes off of the rack (I think that all ended around the late 1970s or early 1980s). I think that if you were even talking to their credit department about some similar issue that they may even try to help out with that. That's Sears and that's in the past, though.