07-12-2018 04:41 AM
07-19-2018 08:15 AM
Welcome to our community. There is nothing so upsetting as opening a brand new product only to discover that it has a fault of some kind or will not operate as expected. While I've never had it happen with a major purchase like a new TV, I too have encountered this and the disappointment was real and deep. I was unhappy to hear you've had this occur and that your endeavor to have this addressed at your local store did not earn the results for which you hoped. I regret any inconvenience to you.
As I'm sure you know, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Additionally, our return and exchange period was extended for Holiday purchases, but the extension ended on Jan. 14. Outside these time frames, and given that eight months have passed since your purchase, Best Buy cannot offer a return or exchange.
Additionally, and with apologies, Best Buy would not be able to offer a return due to the TV being damaged. I understand from your rmessage that Best Buy delivered the TV, but between the delivery and now, the TV has been moved at least one additional time by you -- from your old home to your new one -- so there is no way to determine when the damage occurred.
If you decide to pursue repairs for your TV, Geek Squad should be able to assist. Please give them a call at (800) 433-5778. Alternatively, LG may have options for you. You can reach LG Support via (800) 243-0000.
Please know I am grateful you took the time to write to us and share your experience with us.
|John|Social Media Specialist | Best Buy® Corporate|
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