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Posts: 2
Registered: ‎10-13-2017

Horrible Customer Service with our 1 year old Sony TV

Came home from work and noticed a 1 inch gray line running down our 3,000 dollar TV so we called Best Buy and we were literally 4 days past the one year mark for our warranty and Best Buy refused to help. They were very short with me and blow us off completely telling us you're out of warranty call Sony. We have already had the sound bar repaired because that keeps breaking. We have spent over 10 thousand dollars within the past year on appliances, TV's and computers at Best Buy and this is not including all the other smaller purchases we have made (Phones, Iphone watches, games, moves and more and this is how we are treated. Absolutely unbelievable and will certainly take our business somewhere else from here on out. Walmart, target, lowes and Home Depot have certainly given us better customer service then this. we really enjoyed the in store experience we received at Best Buy so that kept us coming back. Four whole days past the year and no help from Best Buy. Never again!!!
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Registered: ‎04-18-2017

Re: Horrible Customer Service with our 1 year old Sony TV

[ Edited ]

Good Afternoon Coll01-


Welcome to the Best Buy forums! We’re disappointed to hear your Sony TV had this defect just outside of a 1 year warranty, and especially if you felt blew off in any way when you returned to the store.  All of our employees should be offering their professional and expert advice at all time!


Best Buy has their Return and Exchange Promise which is offered to all of our customers, for many items.  These time frames start at 15 days, and at the maximum extend to 45 days, for our Elite Plus Members.  Outside of these time frames a Geek Squad Protection Plan would need to have been purchased for any warranty repair or replacement options through Best Buy. 


Most 1 year warranties are provided by the manufacturer, unfortunately, outside of this time frame they too may be unable to assist you.  I'd welcome you to visit any Best Buy location for TV's under 42" or call us for anything larger at 1-888-BEST-BUY.  There may be some Repair Options available to you!


Let us know if we can help you out with anything else!



JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-13-2017

Re: Horrible Customer Service with our 1 year old Sony TV

Thanks for the kind words but we called both the store and the main number and unfortunately no assistance from either so we are out 3,000 for a TV we have only had a year. My other Sony is 9 years old and still works beautifully. Very unfortunate because I have really enjoyed dealing with Best Buy. I still have a few more electronic purchases that I need to make for my home but will not return and my husband and I plan cancel our Best Buy credit cards as well. Sad because we have referred family and friends to Best Buy as well so I hope their products last.
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Registered: ‎01-08-2011

Re: Horrible Customer Service with our 1 year old Sony TV

Best Buy did not make your TV, Sony did. Regardless of where you bought it from, it's the same product made by the same company. With all electronics, you're playing the lottery with how long they'll last. This is why Best Buy offers extended service plans for products that last longer than the 1-year manufacturer's warranty.

If you'd want someone to make an exception for you, it would be Sony since it's their warranty for their product. Expecting a retailer to eat the cost of products when you didn't buy their service plan is silly.
I am not a Best Buy / Geek Squad employee. All comments and opinions are my own.