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Posts: 3
Registered: ‎09-26-2022

Waste of time.

We purchased a tv from the store that was a “floor model” and were told it had no issues but was discounted due to not having a remote or the legs. It said “excellent condition” on the tag. Shortly after we noticed words in the screen and it was clearly screen burn. We called Best Buy to have it fixed because we have total tech. After spending over an hour on the phone troubleshooting we were told to call Vizio since it was within the warranty time. When calling Vizio we spent more time troubleshooting, sent pictures and receipt information, and were given a delivery date for a different tv as an exchange. On the date of delivery we were told the warranty was voided due to it being an open box item, and we would need to instead call Best Buy. When calling Best Buy (again) they sent Geek Squad out to assess the situation (which we needed to miss work for, two more days) they said they would try to repair it and if it couldn’t be repaired it would be replaced. When they came back to fix it they decided it could not be repaired so the technician called in a replacement. We were then told it could not be replaced. A few days later (with the tv not working at all at this point) we received a call that we could take the tv back to Best Buy and get our money back. As if they were doing us a favor. At this point we were told 3 times that we would have the tv fixed or replaced. Why did we purchase total tech? Why were we lied to when we purchased the tv in “excellent” condition? And why did we miss work on multiple occasions, go through the hassle of hours worth of troubleshooting, etc. just to be told we could bring it back to the store for an exchange?
Posts: 102
Topics: 2
Kudos: 15
Solutions: 4
Registered: ‎11-03-2020

Re: Waste of time.



Welcome to the Best Buy Forums! We appreciate you reaching out and bringing this to our attention regarding a TV purchase made you made at one of our locations. The experiences you have shared with us isn't the type we want our customers to have when it comes to purchasing and seeking assistances. I would love to assist and see what's possible. Can you please send over a private message with your full name, phone number, email address and receipt? You can click on "Private Message" next to my signature. 


Kind regards, 

Alex|Social Media Specialist | Best Buy® Corporate
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