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Posts: 1
Registered: ‎07-29-2018

Took TV in for repair, unable to obtain new one without being in store

I visited the Clovis Best Buy to have my Insignia 32" LED TV looked at, due to some faint rings/discoloration that appeared in the center of the screen. The Geek Squad individual acknowledged the issue, and said it needed to be sent in to the repair center to be assessed. 2 weeks later I got a call from the technician who claimed to not be able to see any problems with the TV. After a conversation with him and giving him some more details, he noticed the issue and advised me that there were no more parts available for the TV and it would qualify for the Junk Out Program, and I would get credit back for the TV. After that, there was nothing further about how to obtain those credits and how to redeem them. I then had to check my Best Buy home app where it said I needed to contact someone. So I called the number listed, talked to Geek Squad, and they informed me that I would be getting credit back. At that point I began to browse for TVs. I found the TV that I wanted, an Insignia 39" Roku TV SKU#4863802 (at the time, on sale for $199 with 1 month of free Sling TV) I then called the 1-888-Best-Buy number, to inquire about how to purchase the new TV that I wanted. That's where things started going downhill. To connect to an agent, was an estimated 14 minutes, I opted to have a callback notification when it was my turn. 14 minutes later, I got a call and the recording said that the 14 minute timeline would not be met and I would get a callback in another 10 minutes. That never happened either. I ended up having to call back again and waited on the phone for about 30 minutes before I was able to get in contact with an agent, who informed me I needed to call the store! So I call the store and they tell me that I am only able to obtain the credit in store! I am on a work trip and unable to go in the store and take advantage of the sale on that TV mentioned above, for $199 with 1 month of free Sling TV. The associates in store were not able to work with me on this issue. They said I needed to go in store, even though I couldn't. And that I could not redeem my credit online, or use the credit to reimburse my Best Buy Credit card. Basically no one was able to help me purchase the TV on sale, and now it is no longer on sale. I am very disappointed in the way Best Buy handled this situation. Now I wont have a new TV waiting for me upon my return home, on top of the 2 weeks the TV has already been away for repairs. Very unhappy

Posts: 2,172
Topics: 29
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Solutions: 114
Registered: ‎10-19-2017

Re: Took TV in for repair, unable to obtain new one without being in store

Hello rsixxer24,


Welcome to the Best Buy Community Forums!


I appreciate you taking the time to let us know about this situation. Having a Geek Squad Protection Plan to cover your purchases is supposed to make these types of situations simple and we always expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I would just as upset if this happened to me.


I’d like to look into this further for you. By clicking on the blue “Private Message” button next to my signature, please private message me with your full name, date of purchase, phone number, address, and e-mail address connected to your account. I look forward to hearing from you. Let me know if you have any other questions.



Deysha|Social Media Specialist | Best Buy® Corporate
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