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Posts: 1
Registered: ‎01-01-2019

bought a broken tv and refused to replace it

purchased samsung 50 inch smart TV model number UN50NU6900BXZA on Black Friday in Horseheads, NY. The box was opened last nite 12.21.18 and noticed that screen eas cracked. 2 year protection plan was purchased when tv as bought and told that it would cover everthing with the TV.  called geek squad and was told to take it back to store . It was taken back to store where purchased which they were very nice, but unfortunately did not have one in stock. They were extremely helpful and very nice and proceeded to check other stores for the tv in stock. Was told that Ithaca store has several. The guyat customer service desk was very helpful but had to call up the manager and another lady. weexplained that the crack in the TV was there when we bought it and they REFUSED to exchange it because the box didn't show any evidence of it being cracked. So I asked since when does that have anything to do with the screen? They didn't have any answer and once again he kept saying there is nothing they can do. So the manager once again started to get very RUDE and kept saying that there is nothing else they can do.. So here I am out over $400 for the TV and the protection plan to come home with a cracked TV that i can not use. They were all very rude. The one lady that came up with the manager started asking personal questions like where it bought what kind of car it was transported in and etc.. that should of never happened as well, that is not good customer service. I would like something done about this. Also I will not be shopping at Best Buy ever again after this bad expierence. Never had a problem til today and it will be my last trip there. 

If someone could get back in touch with me that would be great. 


Posts: 2,621
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Registered: ‎10-19-2017

Re: bought a broken tv and refused to replace it

Hello, daniellemarie,


Welcome to our forums and thank you for posting!


I appreciate you taking the time to share your experience when visiting one of our stores. I apologize for the delayed response due to the massive amount of messages we received this holiday season. We are trying to respond as quickly as possible.


Having a Geek Squad Protection Plan to cover your purchases is supposed to make most types of situations simple, and we always expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I am happy to look into this for you.


I will gladly document this at a corporate level for internal review for you and reach out to the store’s management to ensure this gets addressed for you. I am going to need some more details from you. Please, send me your full name, phone number, e-mail address connected to your account, and the store’s address you visited. I look forward to hearing back from you so I can continue assisting you. Let me know if you have any other questions as well.



Deysha|Social Media Specialist | Best Buy® Corporate
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