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Posts: 1
Registered: ‎05-09-2019


My story starts in November 2018. Thanksgiving evening. After celebrating we decided to go out and see if there were any TV deals at Best Buy. After looking around and finding the best buy, we talked to a Best Buy employee to be sure that any concerns were covered by the protection plan. Because of the size and cost of the purchase I was about to make (75 inch-$1299.00), I leveled with the employee and straight out said "I have younger children, if they do anything to break this TV, such as throwing a toy at it, etc. (And yes I literally said that) will it be covered?" The Best Buy employee (and the other one helping with the sale) agreed wholeheartedly, "if it is an accident it will be covered." I even asked if they had any sort of screen protectors or something so we could better protect it. They said they did not. Had I known what would happen in 5 1/2 short months I never would have purchased the TV, so I wouldn't have needed a protection plan that was sold to me. One morning we get up and the TV keeps turning off. On, then off, on then off. We call Best buy and set up an in home evaluation. The tech comes out and the moment he turns the TV on says, "That's an impact mark. Not covered. Not only was he rude and short with us, but he also casually said "well the computer boards inside you can sell for some money back". Now I have been in customer service for my whole life, and I can tell you this man didn't have an empathetic bone in his body. He did not care and left as quickly as he could. Leaving us a tad shocked, upset that our money was wasted because of an accident. We still do not know what happened to the TV. What we do know is we now have a 75 inch wall decoration that doesn't even work. Needless to say, we will not be shopping at Best Buy again. If we want to be lied to and treated badly, we can go anywhere for that, so they will never get any of my money again.
Posts: 2,624
Topics: 32
Kudos: 94
Solutions: 131
Registered: ‎10-19-2017


Hello, felicity0444,


Welcome to our forums and thank you for writing to us about this TV.


I know I'd be excited to get a brand-new TV, so I can only imagine how disheartening it would be to find your TV damaged a few months later. Also, the fact that the tech that came out was not as professional, as expected. I would be happy to help you take a look in to this to see how I can best assist you.


First, I am going to need some more details from you. Please, private message me with your Customer Service PIN off your receipt, full name, phone number, and e-mail connected to your account. Also, have you spoken to your store manager about this? To send it, click on the “Private Message” button next to my signature. Let me know if you have any other questions. I look forward to hearing from you.



Deysha|Social Media Specialist | Best Buy® Corporate
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