Please read all of this. You all have helped me choose a TV and now I need your help again. This will be a long post, so I can explain what happened and why I'm stuck with a broken TV and out $2000.
We closed on the house on Wednesday, Fry's delivered the tv on Saturday and when the delivered it, my wife and I were busy doing other things in the house, so when the Fry's delivery guy asked if I wanted to unpack the TV, I said no and said I'd do it later by myself. That was the costliest mistake I have every made.
So anyway, two hours later, my brother in law and I unpack the box and while my brother in law is taking off the plastic, he says "there's a BIG crack in the back of the TV". I wasn't looking at the back when I pulled the plastic off, so I was thinking it's a little crack in the plastic, no big deal. I go around and look at the crack, and it's a 2 foot crack on the rear plastic panel. When I say that, it destroyed me. I'm still destroyed about it. I immediately called Fry's and spoke to the my sales person and the delivery manager. I was irate so I demanded that they replace my tv today (Saturday). That didn't happen. My wife and I both tried to call and after being transferred around and hung up on at least 10 times without an answer, we were told that they would be able to replace it but not until Jan. 5th.
That was unaccpetable for me so I called my sales person back and asked her if I could come bring the TV back and if I could replace it. She spoke to the her manager and they agreed to exchange the TV, but told me that I'd have to go through customer service up front. We get to Frys and unload the TV and bring it in. The new replacement TV was already up there waiting for us.
Well they don't agree to replace it, saying that it is a big ticket item, and that the sales people should have never agreed to the exchange. The CS manager explains to me that he needs to take pictures of the damage (the tv has already been unboxed and plastic unwrapped by this time). He explains to me that they can't just give me an even exchange without the store managers approval. I tell him that's not what the TV department said and that is the reason I brought the TV up in the first place.
The store manager calls us the next day, and says that he can't replace it. He is going to have to send the pictures to his Sony rep, and see if he can credit for the TV. If Sony gives Fry's credit for this broken TV (we can hear the glass shattered in there), then and only then will they replace our TV, otherwise we are out $2000 and stuck with a broken TV.
I really need everyone's help in trying to figure out what I can do. I didn't break the TV. My biggest and only mistake was that I didn't make them open the box when they delivered it.
I if they say no, that they can't get credit for it, I will continue to escalate this until I get a new tv from them. I will escalate this all the way to the president of Fry's if I have to. Until then, please help me. I can't do anything to the tv like open it up until I get an answer from them about the replacement credit from their Sony Rep, but if at the end they don't replace it, what can I do?
Please help me!!!!!