07-31-2018 04:14 PM
Purchased a 75" Sony TV in June 30, 2016, on July 26, 2018 we turned on the TV only to discover a 6 inch white vertical bar with a thin black line in the middle of it. Geek Squad came out and said that the TV cannot be repaired. I went to meet with the Manager at Best Buy in Sugar Land with the receipt in hand, verifying the $3,262.77 purchase which also included an additional $5,785 surround sound entertainment system. The manager spent 5 minutes with me, proceded to take me to the New TV Sales person and basically walked away. New TV sales person said that she could give me a used "open box" TV at a discount, but nothing else. All of the used "open boxes" were 65" or smaller., Why couldnt they help me replace my current TV. Is it wrong to expect better customer service after spending over $9,000 in electronic
equipment. I asked if I purchased another TV if I could have a 10% discount, expedited delivery, and I gave them 15 other suggestions and they said no every time. I can't believe that Best Buy Managers aren't empowered to do the right thing.
I realize that I should have paid for the overpriced warranty, but a 2 year lifespan on a $3,262.77 TV is ridiculous.
The Better Business Bureau needs to know what happens when a product that Best Buy sells goes bad. Your pretty much on your own...
08-06-2018 07:17 PM
08-07-2018 12:01 PM
Thanks for reaching out to us here at the Best Buy Community forums about your television. I apologize for the lateness of my reply. We’ve been exceptionally busy recently, and it is taking longer than we’d like to get back to everyone.
Having a television stop working is always disappointing, especially when it is as new as yours is. Most televisions come with one year of coverage through their manufacturer. Beyond that, it would be up to the purchaser should any issues with the television. Have you already reached out to Sony directly to see if there is anything they can do on their end to assist you? That may be a good next step.
On my end, I’d be happy to double check your purchase to make sure we don’t have anything else we can do on our side. If you could please reach out to me with your name, email address, and phone number through a private message by using the link in my signature below this post, I’d appreciate it.