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Posts: 1
Registered: ‎07-30-2021

TV screen cracked in multiple places

I had purchased my TV in the winter of 2019 and had it delivered to my home. It was even taken upstairs for me. Circumstances changed and I wasn't able to unpack or use the TV until this week. I knew when I took it out of the box that the screen had been cracked but I had no idea how bad until I turned it on. There isn't any viewable area of the screen. It has not been picked up since it was brought upstairs so it wasn't me that dropped or damaged it. I have a 5 year geek squad plan.
Trusted Contributor
Posts: 2,741
Registered: ‎02-07-2011

Re: TV screen cracked in multiple places

You can get a partial refund of the geek squad plan as it will not cover the cracked screen. You 15 days to inspect a delivered item. 2019 would far excede that, there isn't anything best buy can do for you.
Posts: 173
Topics: 7
Kudos: 44
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Registered: ‎08-02-2019

Re: TV screen cracked in multiple places

Welcome to our community, RhondaWB4U,


Thank you for reaching out to us. Purchasing a new TV can be an exciting time, and I can understand your concerns if the screen has signs of damage. It’s not the type of experience that we want to deliver, and I wanted to thank you for bringing this to our attention.


We also want our customers to have plenty of opportunities to utilize the return and exchange options that work best for them, and that's why most items can be returned or exchanged within 15 days. Since we are now sometime outside of that 15-day window, your best option would be to repair or replace the device.


Is the TV over 51” in size? The best way to set up a repair for a larger TV would be to reach out to our Geek Squad team. They should be able to set up a date and time for our Agents to come out to your home to examine it. You can reach them at (800) Geek-Squad or (800) 433-5778.


Your second option would be to bring the device into any of our locations, as our Geek Squad Precinct Agents would be happy to perform a diagnostic.


You can also find more information on our Geek Squad Protection plans here.

Scott|Social Media Specialist | Best Buy® Corporate
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