$400 Samsung Promotion at Best Buy - Home Offer

[crabii]

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.

[crabii]

@vzw_customer_support I posted this a couple weeks ago - can you provide any help here?

[Manydiaz2003]

I have a similar problem seems its a one time buy and no way of getting a replacement if out of stock or if u want to change to a different tv..

[kh_jenn]

Hi Manydiaz2003, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.

[kh_jenn]

Hi crabii, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.