Add Product

Search Results:

Reply
New Member
Posts: 4
Registered: ‎10-27-2017

Sony TV Open Box with refused warranty

Good afternoon

 

I purchased a Sony XBR75X850D on May 24, 2017.  The TV was an open box item that I picked up in store at the Murrieta, CA (Store #115).  As of this week, the TV has developed pink lines across the top of the television.  I was told at the time of purchase that the TV came with the manufacture 1 year warranty.  Additionally, refercing your Outlet Center Buying Guide it confirms that the TV has the manufacturer warranty.  I contacted Sony for the warranty repair and have since been denied by Sony since it is an Open Box item and their warranty does not cover Open Box items. 

 

I checked previous posts on this forum with the same issue with Sony and they stated to go into the store and talk to Geek Squad as they should honor the warranty even if Sony will not.

 

http://forums.bestbuy.com/t5/Best-Buy-Repair-Support/MISLED-on-OPEN-BOX-PURCHASE/td-p/1052805

 

http://forums.bestbuy.com/t5/Other-Customer-Service-Support/XBR-65X850D-Warranty-or-NOT/m-p/1050266#...

 

I drove to my local Best Buy location (on 10/23/17) in Corona, CA, at 2430 Tuscany Street to contact the Geek Squad representative there.  The gentleman in store told me he could not help me as he had never heard of a situation like that since they "only repair computers in store" and directed me to contact Geek Squad directly by phone on the 800 number.

 

I called the Geek Squad 800 number today and was told by Victor that there was nothing he could do to help me, even after referencing these previous threads, and he directed me to go back to the original store and speak with the general manager.  The original store is a fair distance away from where I live and I'm not willing to risk wasting my time driving down there when so far all I've received is the run around, especially since the TV is mounted.

 

So I'm soliciting your help here Best Buy specialists.  I've been a Best Buy customer for years and have always had good experiences.  I'm looking for any help in the matter.  I have the original receipt and all info if needed.  

 

Thank you for any help you can provide.

Posts: 2,003
Kudos: 140
Solutions: 97
Registered: ‎01-08-2011

Re: Sony TV Open Box with refused warranty

Sony had no way of knowing if it was open box or not when you called. I'd probably call them and just tell them that you have a TV with a 1-year MFG warranty on it. You have a receipt with the purchase date on it if they need it.
-
I am not a Best Buy / Geek Squad employee. All comments and opinions are my own.
New Member
Posts: 4
Registered: ‎10-27-2017

Re: Sony TV Open Box with refused warranty

You are correct that they did not know that when I called in, however, upon uploading copies of the issue as well as my receipt to Sony, they saw the "Open Box" description on the receipt and promptly denied the claim.  

Posts: 3,012
Topics: 69
Kudos: 281
Blog Posts: 4
Solutions: 148
Registered: ‎04-18-2017

Re: Sony TV Open Box with refused warranty

Greetings Kovaletz-

 

Thank you for joining the Best Buy forums!  We appreciate the time spent reaching out to us on the Best Buy forums and I appreciate the opportunity to respond.

 

I was able to locate the phone call where a work order was created, but cancelled shortly after.  Many items like this TV will still qualify for our Return and Exchange Promise, but anything after this time would be subject to the manufacturer’s discretion.  Without a Geek Squad Protection Plan associated with the purchase, we’re limited to offering a repair for your TV.

 

Knowing this is not the option you were hoping for after reading the other agent’s case notes, please accept my apologies in advance.  Let me know if I can assist you with anything else!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎10-27-2017

Re: Sony TV Open Box with refused warranty

I’m ok with getting the TV repaired, I just want my 5 month old tv to work properly without pink lines across the screen. I’m not OK with paying for the repair when I was told there is a one year warranty for Sony and there are several other examples of this type of issue with Sony on your forums and Best Buy seems to want to help.

As far as setting up a work order and then cancelling it, He said he set that up but that the system would not allow him to do something he was trying to do so he cancelled it.
Posts: 3,012
Topics: 69
Kudos: 281
Blog Posts: 4
Solutions: 148
Registered: ‎04-18-2017

Re: Sony TV Open Box with refused warranty

Hello Again Kovaletz-

 

Thank you for the fast reply!  I'm happy to hear you're open to having this unit repaired by us!  Manufacturer warranties are offered on many of our products we carry, but if a Geek Squad Protection Plan is not associated with the receipt at the time of purchase, Best Buy has their Return and Exchange Promise.  

 

Since the TV is outside of our promise and the manufacturer, Sony, is denying the warranty, Best Buy would like nothing more than to have your TV restored to normal operation. We offer online scheduling HERE, and you can call 1-800-433-5778 for more info about repair.  With apologies, I'd be unable to offer any assistance for any repair costs which may occur.  Let me know if you have any questions, comments, or concerns!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎10-27-2017

Re: Sony TV Open Box with refused warranty

Ok, what changed from these two threads that I linked in the original post where Mariah-BBY says that geek squad will help and where one of the TVs was ultimately exchanged since Best Buy continues to say that Sony offers a 1 year warranty on their TVs, including open box items.  If I knew this TV did not have a warranty there is no way I would have purchased it.

 

http://forums.bestbuy.com/t5/Other-Customer-Service-Support/XBR-65X850D-Warranty-or-NOT/m-p/1050266#...

 

http://forums.bestbuy.com/t5/Best-Buy-Repair-Support/MISLED-on-OPEN-BOX-PURCHASE/td-p/1052805

 

 

 

Posts: 3,012
Topics: 69
Kudos: 281
Blog Posts: 4
Solutions: 148
Registered: ‎04-18-2017

Re: Sony TV Open Box with refused warranty

Hello Kovaletz-

 

With apologies, I cannot speak so solutions found by other customers.  Since the manufacturing company is denying the their warranty, Best Buy the retailing company, would have their Return and Exchange Promise.  Anything outside of your promised time frames would be left to the manufacturer’s discretion. 

 

I realize this is not the response you’re looking for and if you would like to have us repair the TV, please follow the links provided in my last post.  Truly, I hope you’re able to restore this TV to the way it was before the lines, and thank you for writing to us on the Best Buy forums!

 

Regards,

JJ|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!