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New Member
Posts: 3
Registered: ‎10-05-2018

Failure to Exchange my Monitor

I received a gaming monitor a few months ago to find out I had a dead pixel and now that I’ve let it wait, it’s turned into a black bar up and down a portion of my screen. I found out that a crack had developed and now that it’s way too terrible for any use, I tried talking to an agent on the phone and then was instructed to take it in. The geek squad specialist so there was no way of exchanging for a product I spent a fortune on. I understand that without a purchased warranty it’s not covered with accidental damage, but this is a problem since day 1 that’s progressively been worst. Can someone please explain why I can’t get this exchange?
Recognized Member
Posts: 199
Registered: ‎09-03-2018

Re: Failure to Exchange my Monitor

You may need to contact the manufacturer of the monitor to see if they would cover the issue under the manufacturer's warranty. As far as I am aware, I do not believe Geek Squad offers an accidental plan for monitors.

New Member
Posts: 3
Registered: ‎10-05-2018

Re: Failure to Exchange my Monitor

The problem is it’s not an accident. I try to explain that it’s had this problem that grew progressively since the day I got it
Recognized Member
Posts: 199
Registered: ‎09-03-2018

Re: Failure to Exchange my Monitor

The problem though is Best Buy isn’t the manufacturer. They only sell the item but provide a time period to return in case there are issues. Because this time period has lapsed, it is not something Best Buy usually accommodates. That’s why I suggest contacting the manufacturer of the display.
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Registered: ‎08-08-2017

Re: Failure to Exchange my Monitor

Hello Flowm,

 

Welcome to our community.  Here at work, I use two 21” monitors each day, and I’d probably become easily irritated if I saw any dead pixels on the screen.  After the problem seemed to have spread to an entire bar on your monitor, I can see why you’d want to exchange it for another one that was in better condition.

 

Our Return & Exchange Promise is in place to ensure that whatever you purchase at Best Buy works perfectly for you and meets each of your needs.  However, as @SPOPATT mentions, once your return period has elapsed Best Buy would be unable to accommodate a return or exchange without any Geek Squad Protection (GSP) plan attached to the product.  At this point, I would have to echo their recommendation to contact the manufacturer of your product to explore further options, as most manufacturer warranties cover factory defects within the first year of purchase.

 

I realize this may not be the most convenient option for you, and I regret that we do not have another route to offer at this point in time.  Thank you for bringing your circumstances to our attention.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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