11-20-2018 06:46 PM
11-21-2018 12:43 PM
Welcome to the Best Buy forum! I appreciate you taking the time to reach out to us here about your experiences at the Modesto, CA store. I can imagine it would be quite frustrating to hear different answers when speaking to people about your TV situation so I’ll be happy to speak to you about this further and hopefully clarify.
To make sure I’m understanding you correctly about your situation, I do have a few questions. You said that you purchased an open-box TV three months ago and it broke. When you say the TV was “trashed,” is this in reference to it being physically damaged during shipping or delivery, or are you actually saying that you had a Geek Squad Protection Plan (GSP) on that TV that was being fulfilled as a tv exchange if the item could not be repaired?
As for purchasing a different TV, generally speaking, stores would be unable to hold items for customers so it is possible that the open-box unit that you were originally looking at before leaving the store may have sold. At this point, though I cannot promise a particular outcome, I would like to reach out to the store on your behalf to look into this in more detail. For me to do this, I will need more information from you beyond clarity on what I was asking above. Please send your full name, phone number, email address, and the customer service PIN from your store receipt in a private message. You should be able to select that option in my signature below.