Best Buy Repair Support

[Pike1783]

I bought a LG 77" OLED on 7/18 and was delivered on 7/20. Within 20 mins of watching the right side of the panel started flashing purple, making electric buzzing noises and turning the tv off. I called BB main number (several days to get through) for an exchange and was told I needed to trouble shoot it before requesting an exchange to ensure it was the TV's fault. After doing this I called back saying it was the TV and bad panel (panel freaked out, flashed, made a loud pop and went dead) and was told I was now past my 15 days so they would not exchange so I needed to schedule a repair since I had the Geeksquad 5 yr protection plan. Did this on 8/18 and finally got them out on 8/31 only to be told while it is a bad panel they can't fix it cause they can't get parts and to go through LG. Went through LG and talked to service person today who is quoting 2-3 weeks to get in the panel then have to schedule a repair. They said I will need to get the tv out of my media room and down to a bed or they will not work on it. Then said I damage while moving or they damage while it is on the bed, it will be my responsibility. Was told to contact Best Buy Client Care and have been on hold an hour and a half with no help. This feels really shady and unacceptable to have a purchase treated this way especially after even purchasing the extended warranty. I haven't gotten to use the tv without issues since the day bought and just looking for it to be exchanged for one that does not have a bad panel. Hoping this message might reach someone who can help and see how wrong this is for a purchase such as this. Thanks for any help you might be able to provide.

[Pike1783]

Update for anyone from BB that might be reviewing this. Called again this morning and got someone that filed a escalation case for this. Hoping for the best, but if there are any other options of what I can do, please let me know. Thanks.

[Allison-BBY Social Media Specialist · Accepted solution]

Hi, Pike1783!

Thanks for reaching out on our forum for support with your LG TV. I hate to hear about the issues you've encountered with this device, and I can understand wanting to get this addressed as soon as possible. 

If you'd like me to check on that escalation you mentioned, I'd be happy to do so. I can also provide any additional support that I can. To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.

All the best,

[Pike1783]

Sorry for not responding sooner but seems like the escalation didn't do anything but after hearing how this experience has gone, a local store manager agreed to override and exchange the tv. Delivered earlier this week and so far so good. Thanks for your help.