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Posts: 1
Registered: ‎04-08-2019

Defective TV exchange

Hi y'all,


On Saturday I bought a TCL Series 6 TV.  Ordered online and picked up at your Buckhead Atlanta location.  Got the TV home and everything worked fine.  The next day the display bricked.  I cannot see anything except for static or a broken and unresponsive image of the home screen.  Tried a soft power cylce, a hard power cycle, and a factory reset without any luck.  


I had known that TCL has some quality control issues, so this is why I bought from Best Buy and got the Geek Squad warranty as well. 


The problem I now have is that it is going to be extremely difficult for me to box up and return the TV to the store as I do not have ready access to a vehicle that can transport it again.  As I had the warranty I called the 800 number and was told the only option was for me to bring the TV back to the store for an exchange.  


I am hoping there is a customer serive rock star here that can help me out.  What I really need is some solution that does not require me to transport the TV back to the store..  Is there someone who can help me navigate this to a happy resolution?




Posts: 7,190
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Registered: ‎12-23-2016

Re: Defective TV exchange

Hi, Andrew,


Welcome to the Best Buy Community forums. Thanks for joining us. I'm sorry to hear that your television is not working right.


Within the return period under our Return & Exchange Promise, we would only be able to offer an exchange rather than a repair, even with a Geek Squad Protection Plan. 

I can't make any promises, but I can look into whether it is possible to have the new TV set up for delivery and have the defective one picked up by that delivery crew for the exchange. It may not be possible, but I can at least check it out. If you could send me a private message, through the link in my signature, with your name, email address, phone number, delivery address, and the customer service PIN from the bottom of your receipt, I'd appreciate it. I can then reach out to some partners to review this to see if it's possible. 


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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