04-24-2019 08:01 PM
04-24-2019 11:58 PM
04-25-2019 11:38 AM
Welcome to our community, although I wish it were under happier circumstances. There is never a situation where you or our other customers should be treated with anything but respect and what you've described it certainly not living up to that objective. I apologize for your having to cope with such behavior during your recent visit to our store and for your having received apparently incorrect information about Geek Squad Protection (GSP) when you bought your TV.
As regards your GSP coverage: at the time of your purchase, you were asked to sign an acknowledgment that you had received the Terms & Conditions of your GSP (or agreed to receive them via email) plan which state:
...For clearance, open-box, and other Covered Products originally purchased at a discount, we may issue a gift card or voucher for the original discounted purchase price plus tax instead of offering a replacement...
With further apologies, Best Buy would not be able to offer a new-in-box replacement for your open-box TV. Our store representatives should be able to assist you in selecting a TV that will meet your needs. I encourage you to work with them toward that resolution.
Please know I am grateful you wrote to us and for your feedback on this experience. Best Buy cannot hope to improve in meaningful ways without the input of our valued customers.