08-22-2021 07:37 PM
08-22-2021 09:04 PM
It sounds as if your tv might have become damaged, a cracked panel will exhibit "lines". Unfortunately damaged products do not qualify for the return period, which you can validate here:
Like-new conditionItems need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Apparel must not be worn or laundered, and its original tags must be attached for us to accept a return.
From experience, an 82" tv is extremely easy to crack if flexed when lifting. This is why I personally recommend delivery and/or installation on larger tvs. A tv damaged by our teams while transporting to or installing in your home would be covered by Best Buy for replacement while we do not cover damage on self-delivery or self-installation. You'll find that even manufacturer's warranties do not cover this sort of damage.
08-23-2021 05:28 AM
Although you can take home large items yourself if you have the appropriate means to do so, it is generally advised to see if you can schedule profesional delivery to your residence as these size TV's have the potential for damage. Many commercial trucks won't be sufficient for this size TV even if you tie it down its possible it got damaged in transit which would be a customer caused damage and this can't be exchanged or returned.
08-23-2021 12:33 PM
Good afternoon, GPearson21,
Welcome to our forums, and thank you for sharing your experience with us. I can certainly understand your frustration from what you’ve described here, as I would feel the same way under similar circumstances.
As jdogg836 has mentioned, items that are damaged like the TV you’re referring to, would typically not qualify for a return, as items need to be returned in a like-new condition. This is outlined in the terms and conditions of our Return & Exchange Promise, which you’ll find here.
With that said, I would like to make sure we’re exploring all options available, and offer any additional assistance I can. For me to do so, I’ll ask that you send me a private message (using the blue “Private Message” button in my signature) with the following information:
As mentioned, be sure to use the blue “Private Message” button in my signature to get this sent my way, and if you’re accessing our site on a mobile device, you may need to switch to the “Full” or “Desktop” view before this button is visible to you.
Looking forward to hearing from you,
08-23-2021 01:07 PM
08-23-2021 02:10 PM
While I’d be unable to share the general manager’s phone number with you, as mentioned, I’d like to make sure we’re exploring all options available going forward. If this is something you’d be interested in, feel free to send me a private message with the information I’ve requested previously. Otherwise if you would prefer to speak to the general manager directly, I recommend returning to the Homewood, IL store, and request to speak to them or another member of the store’s leadership team.
08-23-2021 03:14 PM
Thanks for getting that information sent my way, GPearson21. Please know our support teams communicate through the channel in which we’re contacted, so while you shouldn’t expect to receive a call or email from me, I’ll be happy to continue to work with you here through our Support Forums.
I’ll be replying to your message in a moment, which you can read by logging into your Support Forum account, and clicking on the orange envelope in the upper right-hand corner of your screen.
See you up there,