I recently signed up for Fios after years of being a cable customer and had a smooth installation about 2 weeks ago. While not a deciding factor in my switch, I was excited to use the $400 Samsung promotion at Best Buy to upgrade one of my older TV’s which was fed off a cable box and not compatible with current TV streaming platforms. I had no problem finding and using the promotional code via the link from the My Verizon promo page. Best Buy delivered the 65” Samsung TV this past weekend, but when I set it up, it was defective (screen damage). When I attempted to return the TV and do a like-for-like exchange (same TV), I was informed that the TV was out of stock and currently unavailable to order. I was (and still am) willing to choose a different Samsung TV, but Best Buy informed me that they were unable to apply the promo code to a different TV since it had already been used.
After many, many calls and online chats back and forth with Best Buy as well as a few with Verizon, two separate trips to the brick-and-mortar Best Buy store (at the suggestion of the phone tech support folks), I have burned nearly 9 hours in total trying to resolve this issue.
Current status – Best Buy has taken the TV back and refunded me the money paid out of pocket ($650 for TV + tax) but have no idea how to get me the promotional credit other than to go back to Verizon and get a new promo code. Verizon support has essentially the same message – it’s not their problem - it’s Best Buy’s issue so they won’t reissue me a new promotional code. Bottom line, this finger-pointing makes it my problem and this has been a terrible customer experience. I am out the $400 and have no apparent recourse.
