07-09-2017 08:09 AM
07-17-2017 10:40 AM - edited 07-17-2017 10:41 AM
Although I wish it were under better circumstances, welcome to the forum. I truly apologize for the extreme lateness of my reply, particularly as I understand the exchange we’re looking to provide under your Geek Squad Protection (GSP) plan may not be to your liking. I don’t have the capability on any of my TVs, but I do quite enjoy being able to see the occasional 3D movie at the theater. I can imagine it’d be even better in the comfort of my own home, so it’s understandable why you’d wish to keep this feature. While I cannot make any specific guarantees, I appreciate you providing us the chance to review your case.
As you may know, we first would attempt to repair a TV under a GSP plan if a customer reports a hardware issue. If we cannot or it isn’t economically feasible for us to do so, we should offer a comparable model for replacement with similar features. This does not mean, however, that we guarantee the replacement to have the exact same ones. That said, if a comparable model cannot be found or if you do not like the option(s) provided, we may provide a store credit for the current market value of the TV not exceeding the original purchase price that can then be used towards the purchase of a TV of your choosing. Keep in mind though that if the selected TV is more expensive than the credit provided, the difference in price would be at cost to you. I apologize if we failed to properly explain this at the time of your store visit or while speaking with us over the phone.
I realize this may not be the answer you were hoping for; however, I’d suggest visiting your local store at your earliest convenience to ensure we’re able to exchange your TV or provide a store credit as quickly as possible.
|Alexandra|Social Media Specialist | Best Buy® Corporate|
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