07-27-2018 05:17 PM
Welcome to the Best Buy forum community! It’s never a good thing to hear that a customer is having issues with a TV. I’ll be happy to speak to you further about what options may be open to you. To know your choices, I do have a couple of questions. When did you purchase your 4K Samsung TV? Do you have a Geek Squad Protection Plan (GSP)? As I’m not sure of those answers, at this point, I’ll gladly speak in more general terms.
Generally speaking, most televisions should have a one year manufacturer’s warranty. That means that if you’re having troubles within the first year, repairs may be covered by the manufacturer. You can take a look at the link here for a list of contact information for most of the manufacturers sold by Best Buy. Samsung’s phone number is 1-800-726-7864.
Alternatively, many customers choose to purchase a GSP with their televisions so that they can have additional coverage outside of the first year. If you know you have a GSP on your Samsung, your best way to begin service would typically be to call Geek Squad at 1-800-433-5778 or the general Best Buy customer service number at 1-888-BEST BUY (1-888-237-8289). If you’re unsure if you have a GSP you can typically just give Geek Squad a call to look into your account and possible options.
If you just recently made the purchase of your Samsung TV, it may also be a good idea to look at the Return & Exchange Promise. With that promise, recent purchases may be returnable. Most customers and products have a 15 day window for return while Elite and Elite Plus My Best Buy members have 30 and 45 days, respectively. Depending on why you’re experiencing issues with your TV, a customer could be able to simply exchange their television within their designated timeframe. Please know that if an issue is due to improper television handling by a customer, then it may not qualify for return under the Return & Exchange Promise. You can see the link above for more details.
I hope this information has been helpful for you! If you have additional questions or need more assistance, please feel free to reach out to me here.
08-02-2018 11:20 AM
I’m sorry to hear the TV you’ve had for over 3 years is no longer functioning as expected. If your TV is no longer within the manufacturer warranty period, and you did not purchase a Geek Squad Protection Plan (GSP) with your TV, any attempts to repair your TV will be at a cost to you. If you’d like to explore your repair options and their costs, I would recommend contacting our Geek Squad Customer Care team at 1-800-433-5778, or schedule a repair service by following this link.