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Posts: 1
Registered: ‎09-11-2017

Re: Product Replacement Plan/Warranty Not Honored

I'm curious if you ever received a replacement. I had the same thing happen to our tv that we've had for 6m and when I spoke to the geek squad tech explaining what had happened he immediately tried saying it was caused by impact on the screen and that what I had described to him has never happend to anyone before, that I was 1 in million. He made all these assumptions without even coming out to evaluate the tv. I'm worried best buy won't replace my tv and try saying that I caused the crack when in reality it made a huge pop and cracked right in front of our eyes as we were watching tv.
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Registered: ‎08-21-2017

Re: Product Replacement Plan/Warranty Not Honored

Hello Ssoberanis-


Thank you for reaching out to us on our Best Buy Forum. I understand how frustrating a damaged TV is, especially when you are having issues getting service for it.


Using the email address you used to register on the Forums, I was able to look up your account and see the information the Geek Squad wrote about your TV. Unfortunately, the Agent determined that a physical impact was the cause of damage. Physical damage is not something covered under a Geek Squad Protection Plan, which is why the Agent was not able to offer a repair option. 


I would recommend contacting the Geek Squad Manager. It looks like the Agent helping you left her contact information, but I will also reach out to the the Manager on your behalf. 


Please let me know if you have any further questions, I'm happy to help.

AndrewB|Social Media Specialist | Best Buy® Corporate
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