01-28-2019 02:04 AM
After getting my new TV on 10/30/2018 I set it up and enjoyed it thoroughly! But over the past two weeks, I noticed that the colors look off. Its apparent on any animated video or gaming console. Also, the third HDMI was going in and out of use and only worked after factory resetting it. I called Geek Squad since I had a 2-year plan for the TV. After setting up my appointment I spoke with the first tech at my house and he agreed with the issues after I showed him examples on my Nintendo switch. I pointed out that it was incredibly noticeable on the color yellow. It would turn the bright yellow into a dark mustard color. It was agreed that he would order parts and be back on Wednesday. On Wednesday a different tech came and it was discovered that not all the parts had shipped and he would be back on Friday to do the repair. Friday rolls around and the tech missed the window by two hours and I called support explaining that he was too late and would need to reschedule since I worked third shift. So the tech came out on Saturday while I was sleeping and worked on the tv with my wife's supervision. The tech told my wife that he saw no issue and that my issue was related to "user preference" then left after replacing the T-CONN board and ribbon cables.
After I woke up about four hours later I inspected the TV. The color issue still persisted and I was upset because I explicitly told both techs that you notice the color distortion on animation. According to my wife, the technician tested the TV on an episode of Always Sunny In Philidelphia. Which has no animation value whatsoever; I instantly booted up The Simpsons and instead of being there iconic yellow they all looked like mustard that had been left out in the sun in during a fourth of July BBQ. After getting home from work I called Geek Squad again to make a repair. They said they would send a technician out on Wednesday between 8-12. I was also informed that I missed the return period by 13 days!
After waiting a bit I called back to make sure I had the Wednesday time slot and that my issues were correctly noted. At this time the agent on the phone was professional and helpful while making me feel valid in my issue and noted that he would relate my issue as best as possible. Then after digging around on here, I noticed that Best Buy offers an extended holiday return period for members. With me being an Elite Plus member and a credit card holder I want to return the TV and get a different one and would like to know if I can get Geek Squad to pick it up or not and why wasn't this mentioned to me from the get-go? I need this TV fixed before Thursday since I'm going out of town and returning early Sunday morning to host a super bowl party at my house. I cannot be setting up a TV on Sunday while getting ready for a party on top of coming home from a wedding. I just want to get a new TV and I don't want the same model as I don't trust it.
01-28-2019 06:23 PM
Thanks for joining the Best Buy Community forums. I’m sorry about all of the issues you’re having with your television.
As an Elite Plus My Best Buy member, if you bought that TV on the date you say, you should have up until Feb. 11 to exchange the television under our Return & Exchange Promise’s extended holiday return period. I’m sorry that no one mentioned that extended return period to you yet.
You should be able to just bring the TV back in to your local Best Buy to perform the exchange. With something that large, I understand that you may have had it delivered, so you should be able to head in and set up an exchange delivery instead.
If you’d like me to double check that, please just send me a private message by using the link in my signature below this post. I’ll need your name, email address, phone number, and the order number if you have it.
02-01-2019 08:51 AM
I did as you instructed and it went smoothly when I did the return on Monday. Until last night at 8:30 PM. The store calls me and tells me they have to cancel my order and redeliver it on Monday. This is completely unacceptable! The store manager promised me it would be delivered today! Half an hour before this geek squad agent called me I got a robocall saying it would be delivered between 7am-9am. I am less than 15 minutes away from that time frame with ZERO updates. The agent from the store also told me he would call me back before closing. Shocker he didn't. I'm DELAYING my vacation to have this TV delivered. The excuse I was provided was "weather" today was perfectly fine in Chicago and all the schools are back in session! Best Buy NEEDS to get my TV to me today! This is unacceptable and this is how you lose customers! I will be voicing my frustration with those who tell me when they need to buy a TV. I'll instruct them to go to Best Buy check it out and buy it from Amazon or from the manufacturer directly. I cannot keep getting lied to by Best Buy.
02-01-2019 09:35 AM
Good morning, JohnSiddiqui,
Welcome back to our forums. With the big game approaching this weekend, I can certainly understand why you’d want to make sure your TV is delivered to you as soon as possible. While I can’t guarantee I’ll be able to provide you a different answer than what it sounds like you’ve been given, I’ll be happy to review your order further, and offer any assistance I can.
For me to review your order, I’ll need you to provide me a few pieces of additional information via private message. If you could send me:
This should be enough information for me to begin my research. As you can imagine, we’ll want to keep this sensitive information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature to send me this information privately.
Looking forward to hearing from you,