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Posts: 1
Registered: ‎02-23-2021

New Samsung TV-Defective

I had a brand new 65" Samsung TV delivered to my house by my local store two weeks ago that I bought online from Best Buy. I noticed this past weekend that there is a group of dead pixels which I would guess have been there since I got the TV. I called the Besy Buy support number and talked to a Geek Squad rep. I was told that they can't help me and I need to contact the manufacturer. I am having a hard time believing Best Buy doesn't stand behind a defective product that was sold and delivered to me. Is this true???

Posts: 6,667
Topics: 227
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Solutions: 341
Registered: ‎08-21-2017

Re: New Samsung TV-Defective

Good morning, Vikings71,


Welcome to our community forums. Getting a new TV is a big decision and I know if I were in your shoes I would want to make sure that everything was perfect once it had been delivered and set up. I would be glad to provide some details about our Return & Exchange Promise and what options may be available.


If you receive a damaged or defective product we'll help arrange for a replacement as long as you contact us within your return period. For most purchases, this is 15 days but can be extended if you are a My Best Buy Elite or My Best Buy Elite Plus member. Based on your message it sounds like you may have had this TV longer than 15 days, is that correct?


There are some options for repair outside of these time periods. Most manufacturers offer a one year warranty. Did you purchase a Geek Squad Protection plan for this TV? If so, this plan does cover bad or stuck pixels. 


I hope I was able to provide some more information about what options are available! Please let me know if I can answer any other questions.

AndrewB|Social Media Specialist | Best Buy® Corporate
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