Welcome to the Best Buy Community forums, and thanks for reaching out about this. It's always disappointing to have a new purchase, especially a big one like a television, turn out defective. I'm sorry about the issues you have had getting support on this. We never want a customer to be transferred that much, or to have to wait on hold that long.
Under our Return & Exchange Promise, we should be able to swap that out for you, but we would need it brought back in to a store. That said, if you can send me a private message by using the link in my signature, I'd be happy to double-check to see if we have any other options here.I can't make any promises, but I'd like to at least review it.
Kyle R|Senior Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!