Best Buy Store Purchase

[RonBaldonado]

Good afternoon and happy new years eve,

I purchased my Hisense yesterday and upon setting it up later that night, I found that the screen was cracked. I called the store today and they declined to have it replaced. They directed me to call the company to work out a claim with them, but was unsuccessful with talking to a representative because they also do not cover cracked screens. So I am left here wondering how both BestBuy and Hisense does not cover this issue. I have emailed Hisense directly about this and waiting on that conversation. Is there anything more that I can do to get this ball rolling? The screen was damaged prior to me purchasing it and I just want it replaced. 

[hockeycanuckjc Valued Expert]

If you purchased the television and you transported it yourself without a shipping courrier you would be responsible for any damage that occurs transporting it home. These TV's require a good amount of handling to safely transport it, especially at this size.

And... If you bought it online and had it shipped, a complaint can be filed with the delivery courrier for a damage claim.

[AndrewB-BBY Social Media Specialist]

Good morning, RonBaldonado,

Welcome to our community forums. Getting a new TV should be an exciting experience so I can imagine your disappointment to discover that this was damaged when you were setting it up. I would be glad to give you some more details about our Return & Exchange Promise and what options we have to assist you with this.

Can you please provide some more details on where you purchased this TV? Was this TV delivered to you or did you transport it home? You also mentioned that that this TV was damaged prior you to purchasing it, can you please provide some more details about this?

I'd be happy to take a closer look at this purchase to provide some more specific options on how you can move forward. Can you please send me a private message that includes your:

Full name

Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.