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Posts: 1
Registered: ‎04-16-2021

catastrophizing geek squad rep

A geek squad rep came by on Wednesday, and is trying to void our warranty, for a tiny smudge on screen that was there when we first received the TV.

This 75" Samsung was a replacement for a TV that had lines in it after unboxing. They gave us a different model, which might of been refurbished, and replacement screen was never wiped off, or touched, since receiving. Besides what appears like a head print from someone lightly leaning against screen. Potentially from when first installed. And you can't see that sort of thing, when TV is higher up and turned on, like it was in original location.

I was watching TV on this unit and turned it off. Then decided to turn it back on seconds later. Only it wouldn't turn back on. I tried all the recommended troubleshooting online, and Samsung website, and nothing worked.

Two of your Geek Squad boys came out Wednesday, and one tried to argue, a fingerprint smudge on screen near bottom, was why the unit wouldn't power up. This smudge was there prior and is about 1/2 in diameter. If you lightly rub a fingernail over you feel no abrasion of any kind. There is also clearly no cracks of any kind. I kid you not, it looks like a finger print, and too large to be mine.

I've fixed enough appliances in my time and never seen anything like what he claims preventing a TV from turning on. Typically when a screen is struck, like he is implying, it'll power up, but exhibit crack like lines, in front of light from screen, and will usually prevent one from being able to see anything. This smudge looks nothing at all like such an impact. My wife is a surgeon and I showed her the screen and what he was trying to imply. She couldn't believe it and said the same thing I did, and that it was there upon replacement.

I don't like being accused of something I didn't do and this little punk was rude. He was also critical of our security system upon first arriving. It isn't even the money and principle of entire experience. Plus it is a waste of my time.

They're coming out next week to replace the one box, to see if that fixes, but when he was here on Wednesday, he informed me he was voiding the warranty we purchased additional through Geek Squad, because of that absurd smudge. I couldn't believe what I was hearing.

Would you guys please do the appropriate thing and escalate this to management?
Posts: 98
Topics: 6
Kudos: 22
Solutions: 1
Registered: ‎08-02-2019

Re: catastrophizing geek squad rep

Welcome to our community, egg2k21,


Thank you for reaching out to us. A new TV can be an investment in your entertainment needs, and we understand how important it can be for them to perform at peak performance. Our Geek Squad Protection (GSP) plans are a great way to protect your investment, as they’re designed to help repair or replace your devices if they stop working. 


When a Geek Squad Agent is welcomed in to your home to provide a service, we strive to provide the highest level of professionalism while providing said service. I work out of the Corporate Office, and would be happy to learn more about what had happened during your in-home repair visit, and to ensure that these professionalism standards are being met.


To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
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