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Posts: 1
Registered: ‎09-30-2021

What they don't tell you about your extended warranty on your TV...

Last week, my TV decided to stop showing a picture. Backlight still work as well as sound. Called the Geek Squad number, explained everything going on. They said they would send me a part and scheduled an appointment for a week later. Ok, I can wait a week to get it fixed, no problem.


Well, today my appointment comes, the technicians take apart my TV with a power drill with a drill bit too big for the small screws. They pop in the new board, doesn't fix it. They need to replace a different board but it is attached to the panel so they will have to try and order it. He said over the phone should have asked me if there was sound because that would have helped identify the issue better. They slapped the TV back together, I am pretty sure they stripped a couple screws while not tightening them all the way. I am glad I asked them to leave it off the wall since they didn't tighten the screws all the way or press the frame back together properly. Right before they left they told me I should hear something soon.


Now I am in limbo waiting for someone to call me to see if Best Buy decides they want to order the part or just replace the TV. No ETA, just waiting to figure out when I can have a working TV again. I called the 800 number for some sort of timeframe and was given up to 25 days if they are going to replace the panel and up to five days if they decide to just replace the TV.


Long story short, it will be minimum of 2 weeks without a TV and possibly up to a month. Wow... I mean I know a lot of people have multiple large TVs in their house but we do not. I bought the warranty as security if the TV breaks but never expected to be sitting in limbo while Best Buy drags their feet. I feel like I should know right away while the tech is at my house what the next steps will be and set expectations. That would be good customer service but instead I wait in the dark.

Posts: 1,852
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Registered: ‎11-23-2018

Re: What they don't tell you about your extended warranty on your TV...

Hello, guitarlegend, and welcome to our online community!

Thank you for joining our forum and posting for support with your TV. I know how important it is to have this device working in your home, and it's always a great idea to purchase extra protection just in case something happens. It saddens me to hear that you had this kind of repair experience, and I understand how frustrating it can be when you're left waiting on an answer or a follow up. Overall, this is not the kind of service we expect our customers to receive, and I'd like to provide any assistance I can moving forward.

To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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