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Posts: 1
Registered: ‎07-31-2018

$3,262.77 for a 75" Sony TV that only lasted 2 years?

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...

Best Buy Employee
Posts: 973
Registered: ‎01-09-2015

Re: $3,262.77 for a 75" Sony TV that only lasted 2 years?

I would feel similarly if I had a major purchase fail within 2 years. It is unfortunate that your television went out within such a short time, but it is not unheard of. Due to the complexity of modern tvs, coupled with the demand for every cheaper electronics, the lifespan is not what it once was. Best Buy, as the retailer, provides a return/exchange period while the Manufacturer is responsible for providing a warranty in accordance with Consumer Protection laws. In this case, you received a 1 year warranty with the purchase of a Sony television, provided by Sony. In some instances, Best Buy is able to help fulfill a Manufacturer Warranty but not in every case. Outside of the 1 year warranty, manufacturers are required to provide support for a few more years after that, with the customer paying for parts/labor.

Best Buy’s Geek Squad Protection is offered to provide assistance during and after the manufacturer warranty including additional services like repairing damage from surges as well as dust, heat, and humidity. I noticed that you used the word “overpriced”, which is not how I see it at all. If that’s in comparison to competition pricing, I encourage you to check the fine and compare apples to apples. I can tell you firsthand that based on the cost of repairs, as well as the frequency of just replacing the TVs due to part costs, it is more of a bargain than ever before. The price of one repair can easily exceed the cost of the Geek Squad Protection, and getting an unrepairable tv replaced with a brand new comparable television seems pretty all right by me. Ultimately, and decision to adjust pricing outside of the company price is up to the store you have visited, and typically there are specific criteria necessary in order to do so. I’m sorry you weren’t able to find a deal to your liking at your local store.

The Social Media Team may have additional information, and they should be by shortly.

I am a Best Buy Employee, 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***
Posts: 5,740
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Registered: ‎12-23-2016

Re: $3,262.77 for a 75" Sony TV that only lasted 2 years?

Hello sevans017,

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.


Kyle R|Social Media Specialist | Best Buy® Corporate
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