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New Member
Posts: 1
Registered: ‎01-25-2016

Broken TV out of Box

I purchased a 48" smart LED Samsung TV from on 12/15/2015.  This TV sat safely in a closet since receipt on 12/18/2015 until 1/22/2016 when I was ready to install it.  As soon as I took it out with extreme care, I noticed a huge crack/damaged screen on the right side of it.  I called my local store and they said to bring it in to have a look and take it from there.  They immediately blamed me saying too much pressure was put on the TV when removing from the box and this is simply not true!  I don't know how they can just place responsibility on the customer with no proof at all.

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

Re: Broken TV out of Box



You are 100 percent correct, the store associates should not have placed blame like they did, but more stick to the policies that we have in place.  I wish i had better news for you, but since you are outside both your return period, and your extended holiday return period, the repair will need to be paid for.  I do apologize that this has happened to you, but the store would need to approve an exception at this point, but an exception is just that, and not a guarantee that they can do anything for you. 


A moderator should be by within the next few days to offer an official response, but this is going to be up to the discretion of the store at this point.  Being out of the return/exchange period, our computers do not allow us to return products, especially damaged products.  thank you for taking the time to reach out to us, and sit tight for a moderator to take a closer look into this case.  Best of luck!

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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Registered: ‎01-03-2013

Re: Broken TV out of Box

Hello blitz321, 


Welcome to the forum! It's fantastic to hear you chose to shop with us for a new TV this past December and that you chose a wonderful 48" Samsung Smart TV. I'm discouraged however, to hear it sat in a closet leaving you to only just realize that the TV was damaged. When reviewing these issues with customers, we should be sure we are providing courteous and professional experiences and I apologize if that did not occur in your case. 


Per our Return & Exchange Promise, you would have had through 1/15/16 to make a return or exchange. However, please also know that damaged items would be considered nonreturnable. The store's decision to deny the return would be well within policy as you would be outside of the return and exchange period, and the unit has considerable damage from what you've described of the screen. An exchange or return at this time would be considered an exception. 

With that said, I was regrettably unable to locate your receipt or order for this purchase. I would like to take a closer look into this experience and so I am sending you a private message to collect these details. You may check your private messages by signing into the forum then clicking the envelope icon in the top right corner of the page.


Tasha|Social Media Specialist | Best Buy® Corporate
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