TV & Home Theater

[Anonymous]

where do you go on this forum to post a message?

[Anonymous]

I bought two (2) Toshiba TV model 50LF621U19 in November 2018 and in March 2020 both went dead between 1 week of each other. There is no standby light but there is standby voltage (5.0 volts) on the main board. Need help please.

[Elle-BBY Social Media Specialist · Accepted solution]

Hi there, 490,

Welcome to our Best Buy forum community! 

While I wish that you had discovered us under happier circumstances, I'm glad you took the time to reach out! Having a TV stop working is never fun, but I can imagine it's even less so when two TV's stop working around the same time.

That's not a position we want any of our customers to experience, so it hurts me to know that's what you're going through. That said, I'm happy to step in and see how I can assist! 

From what you've told me, it could possibly be a hardware issue that would require a repair. That said, with everything going on with COVID-19 at the moment, we currently aren't doing in-home or in-store services, such as sending a tech out to look at a TV or having a Geek Squad Agent look at the units in store. However, we are still offering remote support, so you can call (800) GEEK-SQUAD or (800) 433-5778 if you'd like to talk to a Geek Squad Agent about what's going on with your TV's.

As far as your TV purchased in March goes, repairs should be covered by the one-year manufacturer warranty if you don't have a Geek Squad Protection Plan. However, with the TV purchased in 2018, the options could be more limited if it needs repairs if you don't have Geek Squad Protection on the unit.

That said, I recommend giving the tips in our Home Theater Troubleshooting Guide a try first, as they can correct a variety of TV issues. 

Cheers,

[Anonymous]

There seems to be a problem with these Toshiba FireTV's based on what I have read on this forum. I had an issue with one of the TV's since early January 2019 and I had requested a refund. Best Buy agreed but I was unable to return the TV's because I did not have the original packaging as they wanted it return in the original packaging. I think Bestbuy or Toshiba should either replace both TV's or issue a refund. I am very disappointed.

[Fey-BBY Social Media Specialist]

Hi, 490,

We would not currently have any solutions available to you outside of the ones that Elle outlined to you above. We appreciate your understanding during these strange times.

Best,

[Anonymous]

I am not very happy with this response. It sounds dictatorial and lacks empathy. Below is a chronological account of the problem:

Order Placed: November 23, 2018

Refund requested on: Jan 11, 2019

Amazon Return ID: {removed per forum guidelines}

Order ID: {removed per forum guidelines}

UPS Tracking Number given to me for the return: {removed per forum guidelines}

TVs were received in December 2018. In early January 2019 I started experiencing problems with one and on January 11, 2019 I requested to return that TV but BestBuy indicated to me that I will have to return both televisions bucause they cannot issue a partial refund. They also indicated that I have to return them in the original packaging which I no longer had. Since I could not have returned the TVs I had to use mostly the one which was not problematic. In March 2020 both TVs went dead within a week of each other. I am now stuck with two useless TVs. I think since the problems started very early during the warranty period either BestBuy or Toshiba should either replace the TVs or issue a refund. It is very frustrating to have purchased two TVs and get such short service from them.

Thanks

[Anonymous]

Order Placed: November 23, 2018

Refund requested on: Jan 11, 2019

Amazon Return ID: {removed per forum guidelines}

Order ID: {removed per forum guidelines}

UPS Tracking Number given to me for the return: {removed per forum guidelines}

TVs were received in December 2018. In early January 2019 I started experiencing problems with one and on January 11, 2019 I requested to return that TV but BestBuy indicated to me that I will have to return both televisions bucause they cannot issue a partial refund. They also indicated that I have to return them in the original packaging which I no longer had. Since I could not have returned the TVs I had to use mostly the one which was not problematic. In March 2020 both TVs went dead within a week of each other. I am now stuck with two useless TVs. I think since the problems started very early during the warranty period either BestBuy or Toshiba should either replace the TVs or issue a refund. It is very frustrating to have purchased two TVs and get such short service from them.

Thanks

[Anonymous]

This has not solved my problem

[Elle-BBY Social Media Specialist]

Hello again, 490,

As someone who is a big fan of curling up with a blanket after a long day to watch TV, I can certainly understand how having two TV's stop working at the same time would be a big deal. That's not a situation we ever wanted you to be in, so it hurt to hear you're in this position.

That said, while I can understand why you would like the TV's to be replaced or refunded, your available options for this are the ones I listed in my previous post. If you'd rather return the TV that was purchased last month than have it repaired, you should be able to do so with our Extended Return & Exchange Promise, but you might not receive a full refund since you don't have the box the TV came in.

However, the TV that you purchased in 2018 would not be eligible for a replacement or a return, unless we attempted three separate repairs without success under a Geek Squad Protection plan.

Cheers,

[Anonymous]

Thanks for your reply but I did not purchace any TV last month. Both TVs were purchased on November 23, 2018 and went dead in early March 2020 within one week of each other.

[Anonymous]

The 2 TVs were purchased on November 23, 2018 and received in December 2018. In early January 2019 I started experiencing problems with one and on January 11, 2019 I requested to return that TV but BestBuy indicated to me that I will have to return both televisions bucause they cannot issue a partial refund. They also indicated that I have to return them in the original packaging which I no longer had. Now you are telling me something completely different. If you did not insist that I had to return the TVs in the original box and packaging I would not have been in this situation right now.

Seriously? You caused me to be in this unfortunate situation I am in right now because of your insistance that the TVs MUST be returned in the original box and packaging.