07-15-2022 07:27 AM
07-15-2022 09:22 AM
Welcome to the Best Buy Forums!
Hi kathryn87634. Thanks for reaching out and sharing this feedback with us. It is unfortunate that you've had a negative experience in one of our stores and while calling our customer service team. I've recently bought a TV myself, so I understand wanting to have the peace of mind that comes with getting a protection plan.
Our Geek Squad Protection plan only covers accidental damage for specific devices which are generally small portable devices and is indicated on your receipt as ADH. When a plan is purchased, you will always receive an email with the details of that plan and what is covered. For TVs the Geek Squad Protection plan covers normal wear and tear, defects, pixel repair, image burnt-in, damages due to a power surge, damages due to dust, internal overheating and internal humidity. It also covers one-time remote replacement. With the GSP plan, if a repair needs to be done the plan will cover the cost of re-installation. Under the plan if we are unable to repair an item with an issue listed above, this item will be replaced. There is also a No Lemon policy under the plan, I've linked the full terms and conditions.
Essentially, since the TV is meant to be a stationary item, the things that are covered are generally centered around the normal use of a TV and nothing that may be considered as abuse. None of our plans cover accidental damages on a TV.
I'm unsure where this breakdown happened and I can understand your frustration as it appears that you may have been misinformed or there was a misunderstanding somewhere. I would like to gather some more information from you, so that I can document this case. If you can provide us with any information on the store or any one you spoke to, this feedback can be forwarded to the leadership team for training purposes. Additionally, I'm not sure if you were already informed of this, but since the plan does not cover the accidental damage to the TV, this plan can be returned. This will be a prorated amount based on how long you have the plan for, before cancelling it. I can also assist you with this.
Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you.
|Kadian|Social Media Specialist | Best Buy® Corporate|
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