Best Buy & Geek Squad Policies

[cantonio84]

I bought a 42" Dynex tv from Best Buy thats 70 miles north of me, back in Feb. I wasnt going to buy the Dynex but the reviews on it weren't too bad. So I bought it with the extended warrenty from Best Buy. Within 3 months of having the TV, a crack appeared on the inside of the screen. It took about 1 month for someone to come out and report back to best buy and then it took almost another month to best buy to repond. We found out on June 11th that the screen was too expensive to replace, which I was glad cause on the 9th the whole tv went out cause of the crack from the inside. So now the tv will not turn on at all. So when I got ahold of Best buy/Geek Squad they said that it would only be 3-5 business days from the 11th until I get my "RA #" so I can get a instore exchange for a what I paid for the Dynex. ($599) I called them almost every day, no RA #. They had to resubmit for it. Mean while the TV that I what may not be on Sale anymore, cause Geek Squad took their time. Im getting really pissed off at Best Buy and Geek Squad. Why cant I just take this Dynex back and let Best Buy and Geek Squad wait for the number thats needed, not me.

[Elizabeth-BBY Community Supervisor]

Hi cantonio84,

I've asked Allan, one of our Community Connectors, to review and respond to your concerns.  You should hear from him shortly.

Thanks for posting,

[Allan-BBY Community Connector]

Hi cantonio84,

This sounds like a very upsetting repair experience, and I’m sure the fact that you had only owned the TV for three months before it broke was even more frustrating.

It is true that our stores are not able to process and exchange under the manufacturer’s warranty until we receive a return authorization number from the manufacturer. I looked into this and I see that your TV was approved for replacement on 6/22/2009, and you should have been called by a representative of Best Buy®. The representative should have given you your confirmation number and they should have explained the replacement process.

If you haven’t received your confirmation number or you need any personal assistance from me in this matter just send me a private message. To send me a private message you should make sure you are logged into the forum, click on my icon, and then click on the send this user a private message link.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate