Wal-Mart Warning on Laptops

[msmayor]

I had a similar thing happen two years ago at Christmas. I purchased two TVs from Best Buy online. They were for my kids for our new house. They unwrapped them on Christmas, but it was July before we opened the box because we waited until we moved into the house to set them up. The surrounding case on BOTH TVs was damaged, as in cracked and broken. Both TVs worked, but they looked awful. Best Buy wouldn't do a thing about it. What ticked me off were the boxes were in perfect shape, not crushed in anywhere, TVs were sitting in their protective styrofoam sleeves - so they had to have been damaged WHEN THEY PACKED THEM!! I was so mad that someone knowingly did that. Anyway, we let the kids "decorate" them with stickers, but it still makes me mad whenever I think about it!

And I never purchased so much as a stick of gum from Best Buy since and won't!

Honestly, a lot of people retain packing materials for expensive electronics in case they need to be moved. Best Buy had NO way of knowing that you didn't crack open that box for six months, and honestly had no obligation to accept your explanation. You want to return something for damage to the looks? YOU have a responsibility of inspecting the item when you buy it.

The real lesson here has nothing to do with where you make your purchases...its that as a consumer, you should know and understand the return policies of the merchant and accept YOUR obligation to inspect and test the merchandise during the period in which returns are allowed.

 

[sherry7]

.....This year I bought her a digital camera and digital picture frame from Target. I tried them both the very first day. Good thing. The picture frame wouldn't even turn on.

I had the same problem with my BF picture frame from Target...it stalls after a few minutes. I also got one from Walmart, and it doesn't work at all.

 

[Tiger926]

I feel sorry for the OP in that I'm sure the child was excited to get the laptop working, but this is a standard return policy for electronics as indicated above.

As mentioned, you need to understand the return policies (which in Canada are not necessary by law, merchants return stuff as a goodwill to customers, but they do not have to return anything as items with a manufacturer's warranty can be taken care of that way), but better lesson, Walmart sells junk. I hate Walmart, hate their policies, way they treat their employees, etc. and so it doesnt' surprise me that your laptop doesn't work - have you ever watched how they deal with returns? Shove them in a cart, and even with notes on the boxes, they still put them back on shelves. I don't purchase hardly anything at Walmart, and so I definitely wouldn't purchase a laptop, TV, etc. as who the heck knows how much they were bounced around in shipping, in the back warehouse or while being placed on shelves for sale.

I hope you get your situation rectified with the manufacturer. Good luck, Tiger

 

[maxiesmom]

I do feel for the OP, but this illustrates why the consumer needs to know the return policy of any store at which they shop. I knew that when I purchased some early Christmas gifts at Best Buy what the return policy was. I simply read the receipt. It is easy to blame the stores, but it is up to us as consumers to know how the companies will deal with us if something we buy is defective or unwanted.

With so many dishonest people out there companies have had to tighten up their return policies. Unfortunately this is going to cause a lot of headaches for those of us who are honest and have problems.

 

[patsal]

I opened the TV I bought for DS and tried it out , checked to be certainteh DVD portion of it worked and then repackaged it before wrapping it. He is 17, but I didn't want him not to be able to just set up and use. I have heard too many horror stories from others so I am always very cautious. Now MIL bought one of those laptops at Walmart, but is now second guessing that it is out of her budget and she should return it. I did tell if it was over 15 days she is out of luck. Guess she shuld not have counted on getting cash from us for Christmas. I bought her things that were falling apart in her house to replace them --she has issues with wants versus needs and well she wanted the computer, but needed pots and pans, a vaccume and well she really needs a new stove but I am not that generous!

 

[JB2K]

I understand you're upset, but really...what do you want them to do? This is a very typical policy of all stores for computers/electronics. Walmart associates aren't exactly computer technicians who can fix it for you.

You should have a manufacturer's warranty...typically 1 year. Call the customer service number, and arrange to get it fixed. Sometimes it's something simple that you can do over the phone.

And, on that note, some advice for those who buy their electronics at a typical, everyday retail store (e.g., Walmart, Target).

ALWAYS chip-in a few extra bucks for the extended warranties as they tend to be worth their weight in gold -- particularly, for high-end electronics such as flat-panel TVs, Blu-Ray players, and computers. These warranties go above and beyond anything the manufacturer offers.

As the poster I quoted said, most big-box store workers have very little product knowlege on this stuff, so it's in your best interest to go that "extra mile"...

And, yes, always retain everything that came with your purchase (even the box) until all warranties expire!

 

[eyeheartgoofy]

I'm not really that upset. I am going to call the manufacturer. It is that they know that most items bought on that day are for Christmas and most people will not open and try to use them until after Christmas. (So they want to get extra money from you and say if you give me extra $$$$$ for the warranty you can get a new one, but if you dont give me extra $$$$$ you are out of luck.) How many people do you think opened up their electronics before they gave them to their children as a gift or from Santa? For those type of items the policy should be like 2 or 3 days after Christmas.

I absolutely open everything and test if before giving it to my kids on Christmas. I bought 2 Leapsters from Wal-Mart on BF and one of them didn't work ... so, I returned it and got a new one (which I also tested). I bought my MIL a digital camera on BF at Wal-Mart - I opened it, charged the battery and took a few pictures to make sure it worked before re-packaging it to give to MIL at Christmas.

 

[Vickmeys]

I purchased a Sony Bravia online from WalMart on Thanksgiving Day for a good price. I had it shipped to our local WalMart. When my husband went to pick the TV up, the back side of the box had big slices in it. My husband asked for another TV, and the associate said no -- you will have to buy another one online, or in the store -- $200 more than the original one I bought. My husband had the WalMart associate try the TV out before he left the store, it worked fine, so we ended up getting the TV. It works fine, but I think WalMart should have offered us an exchange for the same price -- the TV had not left the store.

 

[LIFERBABE]

I have posted this warning on this board before about WM and Black Friday Electronics.

WM doesnt really care if they work, because they defer to the manufacturer.

I stood in line for 3 hours to purchase a Plasma on BF a few years back. Did not open it until after the holidays. It played for 15 min and then the screen went black never to return.

WM would not take it back and it took me almost a year of fighting with the manufacturer and repair co. before I received a full refund. Never again will I buy electronics (or anything else) from WM.

If you think of the time wasted to get the deal and then not have it work on Christmas day, it is just not worth the trouble. My friend purchased several DVD players and 1 out of 4 worked on Christmas morning

If you have a Costco nearby, (or order online) they extend warranties to 2 years automatically. I personally do not think one should have to open a brand new item to ensure it works. That speaks more to the manufacturer and seller's lack of quality than it does to the purchaser's reasonable expectation for an item to work.

 

[Mickeypooh99]

This is just a heads up on Wal-Mart and their electronics policy. I purchased my child a laptop on BF Santa brought it on Thursday. Well it does not work, I called the store they asked if I bought the extended warranty. Well I did not buy the extended warranty. They will only exchange or refund the item up until 15 days after you purchase it unless you have the extended warranty. I do not want a refund I just want it to work.

On the Walmart web page it states that returns for the holiday gift buying period start on December 26th. So you should have 15 days from Dec. 26th to return an item bought as a gift between Nov. 15th and Dec 24. http://walmartstores.com/7658.aspx

 

[Tammysue5]

We choose not to do shopping at Walmart if we can help it. Our town just opened a super Walmart and it is FULL all the time. (so I am guessing that we are in the minority of those who avoid the place) We always had less than stellar service. We did, however, walk into the place on BF at 0435 just to see how they handle the sale items (that go on sale at 0500) in a 24 hour store.... we were greeted by Hundreds of folks literally hanging on to TV boxes... etc. (Big screens 50 or 52 inch I think) for like $700.... they had 4 tvs and like 50 people waiting just for that. We walked in at 0435 and walked out @ 0450...drove to the smaller family owned store (where we buy pretty much everything in the way of electronics and appliances) Yes, I paid $500 more for my TV but I KNOW it will work and if it does not ... I get it taken care of at my house or get a NEW tv. YOu get what you pay for!

 

[summerrluvv]

On the Walmart web page it states that returns for the holiday gift buying period start on December 26th. So you should have 15 days from Dec. 26th to return an item bought as a gift between Nov. 15th and Dec 24. http://walmartstores.com/7658.aspx

Well isn't that something. The clerks at the store don't even know their own policy!!!!! Idiots!!!!! OP I would print that out and march in there and get a refund!!!

 

[summerrluvv]

I have posted this warning on this board before about WM and Black Friday Electronics.

I personally do not think one should have to open a brand new item to ensure it works. That speaks more to the manufacturer and seller's lack of quality than it does to the purchaser's reasonable expectation for an item to work.

Totally agree!

 

[bumbershoot]

My advice to anyone buying electronics is to try them out immediately. All stores have strict return policies on electronics.

Yep.

After working customer service for amazon, which has strict return policies, I always tell people to try things out.

And this isn't xmas related, but if you're buying something for a wedding registry, even though you feel you shouldn't, try the thing out. Many places are OK with very late returns when it's bought DIRECTLY from a registry, but many people don't do the purchase right. And amazon's registry is just ugh, not well thought out (I was there and planning a wedding when they came up with it and they just would not listen to my suggestions on how to make it better).

And then for those on the receiving end of wedding gifts, as soon as you get it, try it out. Even though you feel you're not supposed to, do it. It's best to know that KitchenAid mixer is damaged NOW rather than after your honeymoon well after any retailer's return period has ended...

 

[kbkids]

Honestly, a lot of people retain packing materials for expensive electronics in case they need to be moved. Best Buy had NO way of knowing that you didn't crack open that box for six months, and honestly had no obligation to accept your explanation. You want to return something for damage to the looks? YOU have a responsibility of inspecting the item when you buy it.

The real lesson here has nothing to do with where you make your purchases...its that as a consumer, you should know and understand the return policies of the merchant and accept YOUR obligation to inspect and test the merchandise during the period in which returns are allowed.

My point was that I refuse to ever again buy merchandise from a store who knowingly packaged not 1, but 2 damaged items to sell to a consumer as new. There was no way these TVs were damaged after they were packaged. There would have been some sort of damage on the box - it was that bad. And no, they weren't returns from somewhere because the box was factory sealed, staples and all. It was quite obvious these TVs had never been used - the cords still had the factory wrap on them, books still sealed, remotes still factory sealed, plastic sticker still across the screen. Yes, I should have checked them sooner, but I am still appalled that a store knowingly sent them out that way.

 

[kaytieeldr]

The surrounding case on BOTH TVs was damaged, as in cracked and broken. Both TVs worked, but they looked awful. Best Buy wouldn't do a thing about it. What ticked me off were the boxes were in perfect shape, not crushed in anywhere, TVs were sitting in their protective styrofoam sleeves - so they had to have been damaged WHEN THEY PACKED THEM!!

You have even less of a claim against the retailer than the OP. Best Buy did not pack the television sets. YOUR claim is - or was, it's way too late now - most definitely against the manufacturer.

as who the heck knows how much they were bounced around in shipping, in the back warehouse or while being placed on shelves for sale.

No retailer is responsible for the condition of the roads over which delivery vehicles travel, whether the vehicle is owned by them or by the manufacturer or by an outside contractor; and to the best of my knowledge, the smooth concrete flooring in retail warehouses and stockrooms, and the smooth tile floors on the selling floor, minimize or eliminate any assumed "bouncing around".

And, on that note, some advice for those who buy their electronics at a typical, everyday retail store (e.g., Walmart, Target).

ALWAYS chip-in a few extra bucks for the extended warranties as they tend to be worth their weight in gold --

Not according to Consumer Reports. It may be less convenient to deal with the manufacturer than with the retailer, but given the low opinion many consumers have of many retailers combined with the relatively high cost of such plans and that the item generally should last long enough and any repairs after the basic warranty expires should cost little enough - extended warranties are not a good expenditure.

My point was that I refuse to ever again buy merchandise from a store who knowingly packaged not 1, but 2 damaged items to sell to a consumer as new

Best Buy packaged nothing - the manufacturer (the company that made the item) did the packaging. Stop buying products made by that company (and its subsidiaries, and its parent company, and any other retailers for which it may do private label packaging). Place the blame where it belongs. Why in the world do you think Best Buy packaged ANY product?

 

[HoneyPooh]

My point was that I refuse to ever again buy merchandise from a store who knowingly packaged not 1, but 2 damaged items to sell to a consumer as new. There was no way these TVs were damaged after they were packaged. There would have been some sort of damage on the box - it was that bad. And no, they weren't returns from somewhere because the box was factory sealed, staples and all. It was quite obvious these TVs had never been used - the cords still had the factory wrap on them, books still sealed, remotes still factory sealed, plastic sticker still across the screen. Yes, I should have checked them sooner, but I am still appalled that a store knowingly sent them out that way.

But if there was absolutely no damage to the boxes how would Best Buy know that the tv's were damaged? Using common sense your argument is with the manufacturer who packaged the item not the retailer.

 

[kaytieeldr]

Well isn't that something. The clerks at the store don't even know their own policy!!!!! Idiots!!!!! OP I would print that out and march in there and get a refund!!!

Well, you know, before I would throw around insults at minimum wage front-line employees (whether to their faces or on a public message board), I would make an effort to find out IF this policy ADJUSTMENT was shared with the stores and how, and if it was then IF and HOW it was shared with the people handling returns.

 

[Tink-n-MrIncredible]

OP- here. There is a happy ending to my computer story . We tried everything unplugging it, taking out the batterie, etc. to no avail. Went to Wal-Mart spoke to a Manager, explained everything to them. They left me return it and get a new one. Thank you to that manager As soon as I got the new one I went home tried it out. It works .

Moral of my story: From now on if I purchase something electronic no matter where it came from or who it is for (myself or present) I will try it out as soon as I get home.

 

[The Iron Giant]

You have even less of a claim against the retailer than the OP. Best Buy did not pack the television sets. YOUR claim is - or was, it's way too late now - most definitely against the manufacturer.

Actually... Best Buy does have a responsibility by law as the seller. The law provides for a "warranty of merchantability" which essentially means that a store has the responsibility to ensure that a purchased item will work substantially as intended. So if something is broken right out of the box the onus is on the seller to replace it and not shift the blame immediately to the manufacturer.

This is not a concept understood by most store managers, but if you complain high enough up the chain you will eventually get to someone who knows the law and they should rectify the matter.