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New Member
Posts: 3
Registered: ‎02-24-2020

Tv warranty

We purchased a Samsung's flagship evolution proof TV in October 2014. Was sold an all inclusive warranty for $400 covering 5 years. The salesman told us it covered "dropping it in the parking lot" leaving the store, moving it room to room, etc. During the 5 year warranty span we had an issue. Samsung service man came and was later told my issue was not covered. During 2 of my countless calls, I was told and read the exact warranty parameters the salesman used and was told I was definitely covered. There second person noted this in my call notes at my request. I was eventually told it was up to the store manager at the Springfield Ohio location. After several calls to reach the store I spoke with the assistant and explained the situation. He said he would have the manager contact me. That's been several weeks. I've drove for an hour to the store several times now with no luck catching the manager. I believe I'm owed a tv repair/replacement or full refund of the $400
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Posts: 4,341
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Registered: ‎11-29-2016

Re: Tv warranty

Good afternoon, Tywon,

 

Welcome to our forums, and thank you for sharing your experience with us.  Having a TV no longer function as expected can be an understandably disappointing experience, and it’s one I regret to hear you’re going through.

 

Although I’ll be unable to speak to previous conversations you’ve had with Best Buy associates in the past, please know that accidental damage from handling (ADH) coverage is not something we offer for TVs.  This is outlined in the terms and conditions of our Geek Squad Protection plans (GSPs), which you’ll be able to find here.

 

While I wish I had a different answer than what it sounds like you’ve been previously provided, we’ll be unable to offer you a refund for the GSP you’ve purchased from us in 2014.  Knowing this may not have been the answer you were hoping for, I apologize for any further disappointment this news may bring.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-24-2020

Re: Tv warranty

Guess you didn't understand. I've got the point you now say you don't cover certain issues with the tv. The problem is the salesman misspoke and sold me on another version of your warranty. Since he is an extension of best buy this is fraudulent. I have a witness and if you're willing to lose me and my families long time business with bb then I'll call Ohio attorney general tomorrow
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Posts: 4,341
Topics: 43
Kudos: 410
Solutions: 255
Registered: ‎11-29-2016

Re: Tv warranty

Thank you for the clarification, Tywon,

 

As mentioned, we’ll be unable to offer you a refund of your TV, or the GSP you’ve purchased with us.  Additionally, as our GSPs are underwritten by AID WarrantyGuard, Inc., Best Buy employees have no authority (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of your plan, either orally or in writing.  This is outlined in the terms and conditions you agreed to upon your purchase, which you’ll find here.

 

While we strive to ensure our employees are well-versed in all our policies and procedures, we’re unable to guarantee every conversation our employees have with our customers is 100% accurate and error free.  I apologize for any disappointment this experience has caused you and your family.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-24-2020

Re: Tv warranty

Well I'm not going to read the fine print when I'm in line. The salesman said 'what if you drop while loading it in your vehicle. This is theft by deception. I promise you one thing this will cost bb way more than replacing my tv. I work hard for money and I will not be deceived out of it. I gave bb the chance to do the right thing and you've failed. I'll get my money back one way or the other, believe that!