Best Buy Repair Support

[wilsooki79]

I had my Tv service today it's an Sony  85 x95h and it determined by geek squad un repairable due to faulty panel. I was told I would get a gift card credit for what originally paid minus the plan. So I was given a number to call and to provide an RA#. I did and they offered me a x90k and if I didn't want that I could get a credit for the price of the d90k which is way less that what I paid for x95h.  Also the x90 line is a step down from the x95 line. I called Sony and asked about it and they even agreed that x95 line is a higher line than the x90. I like to be able to get the refund for the item I paid or get a tv that in the same line as x95. Who can I talked o about this and also can I go to a Best Buy store to complete the geek squad exchange or is it only by phone. 

I don't think it's fair that I was being offered lower end tv for my high end tv when I purchased it. I have done multiple comparisons and the one that matches is x95j but it's no longer available so the next option should be a x95k. 

please advice 

[Melissa-BBY Senior Social Media Specialist]

Hello, wilsooki79,

Thanks for reaching out. Getting a replacement TV instead of a repair, can be nice. I understand though that not being provide with what you were told you would, or a TV that you'd be expecting, isn't a welcome situation. 

Per the terms of our Geek Squad Protection (GSP) plans, if an item is unable to be repaired or is not cost effective to do so, we may provide a reimburse or replacement, at our discretion. If a reimbursement is provided, this is not to exceed the non-discounted Best Buy retail price of the covered product, including tax, at the time of purchase. Replacement items should be of like kind, quality, and of comparable performance. With technological advancements, this may result in the replacement product being at a lower selling price than the original product. 

That said, I'd be happy to look into this with you to determine if any alternate options may be available. Feel free to send me a private message with your full name, phone number, and email address. To send me the private message, you can use the button in my signature below. Please note, I will be leaving the office shortly, and will not return until Sunday. Any messages received after I leave, will be responded to when I return. If you are in more urgent need of assistance, you may also call our support team at (888) 237-8289. 

Sincerely,

[wilsooki79]

I have sent you a private message. Thank you

[Melissa-BBY Senior Social Media Specialist]

Thank you, wilsooki79. I've received your messages and will be replying shortly. 

Sincerely,