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Posts: 1
Registered: ‎05-22-2019

Broken TV Screen

Back in August we had to replace our 10 y/o plasma TV due to our 2 y/o son throwing a car at the screen and cracking it.  When we were looking at tv's and were ready to buy one we decided on a Sony Oled and asked the Geek Squad Magnolia employee about protection plans and insurance on the TV since this was a decent amount of money to spend on a TV, we also wanted to make sure that if our son accidentally lost control of his cars again and hit the screen and cracked it it would be covered.  He told us about the plan that covers incidental contact that would cover cracked screens and other issues with the TV and we decided to go with that plan.  Now fast forward to a few days ago our son who is now 3 lost control of his one cars and it hit the TV screen and cracked it, we called to get it replaced under the insurance and get told it was never purchased even after we requested and were assured that it was added when the employee was going over the receipt with us.  Now we are getting the run around with calling Sony and best buy up to the point we got told by one of the customer service representatives in the call center that he was going to call back after a few minutes while he talked to his supervisor to see what can be done and never got a call back.   So now we are down a TV and out the money for the TV because one of the employees at the store never placed the insurance on the TV like we wanted to even after saying that he did.   All we want is our TV replaced or even fixed like we were told it would be under the insurance that never got placed on the TV.  Please help 

Posts: 3,991
Topics: 35
Kudos: 363
Solutions: 237
Registered: ‎11-29-2016

Re: Broken TV Screen

Welcome to our forums, Chris-Everett,


Having to deal with getting a broken TV fixed can be frustrating on its own, so I’m sorry to hear there may be some confusion surrounding our Geek Squad Protection (GSP) that has added to your frustration. 


To clarify, while we do offer Accidental Damage from Handling (ADH) coverage on many mobile devices, because TVs are designed to be stationary, this has never been an option we’ve offered with our GSPs.  If you have any additional questions about what is and is not covered by our GSPs, you’ll be able to find the full terms here.


While I can’t guarantee I’ll be able to provide you a different answer than what it sounds like has already been provided, I would like to look into your purchase further, to make sure we’re exploring all options available.  If you could use the blue “Private Message” button in my signature to send me the following pieces of information:


  • Your first and last name
  • Your phone number
  • Your email address


This should be enough information for me to begin my research.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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