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Posts: 1
Registered: ‎02-23-2017

49 in TV Broken out of box



Yesterday 2/22/2017 I returned a tv that I bougth in walmart because had some white horizontal lines across the screen so with the money i did prefer to buy in best buy another tv. I went to the store, got my tv and took it to my house, being very cautelous and following the instructions given by the manufacturer i put on the stands on tv and put the tv on cabinet and when i was ready to take out the plastic that covers the screen i notice that the screen had a huge internally crack on the left side. i have been reading some of the issues and questions and i read that some of the "Geek Squad Agents" says that "anything that is damage would not qualify to be returned" but reading the return and exchange policy i notice that 

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it to a Best Buy store and we'll arrange for a replacement. If you would rather return the item by mail, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289). We will cover all reasonable and customary ground shipping fees."

Also i called to the Phone number and a kindly rep told me that i wont have any problem to return the tv at my store. so i am a little confused i would like to know if somebody can help me with this situation. it seems that this is not my year respecting tv's.

Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: 49 in TV Broken out of box

any damaged goods would not qualify for a return, but you can take it back to see if the leaders in the store are willing to make an exception by looking at the tv and seeing the damage.  Alot of times they can tell if it is physical damage or if it happened when shipped.  It is my hopes that you are able to get this resolved, but only the store will be able to assist you. 

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Frequent Contributor
Posts: 611
Registered: ‎08-17-2015

Re: 49 in TV Broken out of box

The quoted part you had from the policy refers to things you ordered and had delivered not items you purchased and transported your self.
Posts: 4,642
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Registered: ‎11-30-2015

Re: 49 in TV Broken out of box

Hello Joel-roque,


Thank you for choosing Best Buy for your TV purchase. It’s discouraging to hear you noticed a crack while unboxing it, and you have a few questions regarding our Return & Exchange Promise.


According to our Return & Exchange Promise we’re unable to take back damaged items as it’s called out in the Final Sale and Nonreturnable items section. Chris31876 is correct in stating that stipulation of Damaged, Defective or Incorrect Items is for items purchased on which may have been mishandled by our shipping partners.


Did you by chance take autotech796's advice to visit your local Best Buy to discuss this matter with them? 



Mariah|Social Media Specialist | Best Buy® Corporate
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