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New Member
Posts: 1
Registered: ‎12-27-2018

New TV broken

Hello.  I purchased a 55 in Samsung curved tv for Xmas.  Opened it set it up turned it on and book, cracked screen in the corner.  My box was hauled away this morning with the trash.  Just wanting to know if I can bring it back to the store and if it will be replaced with a tv that is actually in new condition?  

Best Buy Employee
Posts: 18
Registered: ‎12-26-2018

Re: New TV broken

Hi @Kingmac004,


I hope this finds you well and thanks for joining our forums. I am sorry that your new  TV has a cracked screen. That's definitely not what anyone should expect especially during Christmas let alone on a such high end smart TV.


I encourage you to work with the store manager so they can review your situation accordingly. And, in the event that this was a shipment you can also contact our customer support at 1-888-BEST BUY (1-888-237-8289).


I wish all the best during this process!


Sincerely ,





***Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I cannot look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers***
Posts: 2,666
Topics: 18
Kudos: 275
Solutions: 144
Registered: ‎11-29-2016

Re: New TV broken

Hello Kingmac004,


Welcome to our Support Forums.  I can only imagine my disappointment if the TV I recently purchased was damaged so shortly after getting it set up, so I completely understand wanting to explore what options are available to you going forward.


As outlined in our Return & Exchange Promise, a TV with a cracked screen are considered damaged items that would be nonreturnable.  With that said, I would like to review your purchase further, to make sure we’re exploring all options available to you.  For me to locate your purchase, I’ll need you to provide me the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number or “Customer Service PIN” located at the bottom of your receipt


This should be enough information for me to begin my research.  As you can imagine, we’ll want to keep this sensitive information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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