11-12-2018 06:20 PM
Welcome to the Best Buy Community forums. Having a television go out on you is never a good experience. We offer our Geek Squad Protection to try and make the process a bit more painless, I’m sorry that you haven’t had a great experience with your repair, and for the customer service issues you’ve run into on the phone.
Did we mount that television for you initially? If so, we should be able to unmount it as part of the exchange. If you mounted it yourself, however, that would not be something covered by your Geek Squad Protection plan.
Under the Terms & Conditions of your plan, if a television is not repairable it will be replaced by a comparable unit. That comparable model will be chosen based on specifications rather than price. The plan itself will be considered fulfilled, and not refunded.
I’d be happy to double check into this to make sure the process is being followed correctly. I’d just need you to send a private message to me through the link in my signature. Please include your name, email address, phone number, and any service order numbers you have.
|Kyle R|Social Media Specialist | Best Buy® Corporate|
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