Best Buy & Geek Squad Policies

[purvislets]

We purchased a 42" Insignia LCD TV not 3 hours ago at our local store.  Got home, got it set up, turned it on and discovered that the interior screen (don't know the technical name for it!) is completely damaged.  There is no sign of damage of any kind on the outside, in fact it looks pristine.  Our store is closed until tomorrow morning and the 888 number said that the consumer relations department is gone for the day as well.

My husband is going to have to try and take it back tomorrow, but I'm concerned because the policy states that they do not return "damaged" merchandise.  Is exchanging this TV for a working one going to be an issue?  We are about an hour from the store, so loading it back up and hauling it down there is a bit of a task.

[purvislets]

Here is a picture of what the screen looked like when we turned it on.

[JoshSB]

No one on this forum will be able to answer that, only the store will be able to.

Take it in tomorrow and stress that it is a day old and came like that.

I cannot really imagine it will be a problem since literally one night will have passed.

But this is why most people recommend opening product in-store prior to leaving, it helps avoid this potential road block (NOT saying it is your fault in any way shape or form).

~ Josh

[Dorothy-BBY Community Supervisor]

Hello purvislets -

Ryan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[Ryan-BBY Community Connector]

purvislets,

Welcome to our forums…

I am sorry to hear that there is damage to your new TV.  I can certainly understand why you would want to attempt to return the unit to our store.  It is at our stores discretion to make that return or not, since we have no way to know how the unit was damaged.  I would recommend bringing the TV and your original receipt back to our store as soon as you can and ask to speak with the manager on duty.  From there they will be able to help you further. 

I look forward to hearing how this turns out for you.

[purvislets]

Thank you for your responses.  My husband will be taking the television back to the store once he is off of work this afternoon.  I will update once we have some resolution to this.