09-06-2019 02:35 AM
A few months ago I bought a TV from BestBuy.com. It is a Roku TV and the Roku software has given me serious issues that I've never seen on another system with Roku. For example, when I pause the TV it can not only freeze up, but the picture becomes warped on the screen. It feels like something is really wrong.
I tried to call Best Buy support within 7 days of purchase and got nothing but a busy signal. I have a disability and there's only so many ways I can reach out. I have spent days just refreshing BestBuy.com over and over to see if chat becomes available and it always says it is unavailable. This makes me think there may be staffing issues where there are often long queues. That's not exactly the most disability friendly thing.
I did everything that should be expected of me as a disabled adult to reach out within the return window and it is Best Buy's fault that this did not work. I also e-mailed customer support, and of course e-mail support has been cancelled. However, without being too specific, based on my disability that is really one of the only ways I can contact anyone.
09-09-2019 06:51 PM
Hello there, BranSul,
Welcome to our Best Buy forum community! Getting a new TV is a big deal, so we're honored that you decided to place your order with us. However, it hurts to hear that your TV is not working as intended. I can imagine how I'd feel if my new TV would freeze a few weeks in, and it's a far cry from how we want you to feel about this purchase.
It hurts to hear you've had such a hard time getting in touch with support that worked for you, but I'm glad you discovered us here on the forum. Along with our forum and chat options, we also provide written support through Twitter at @BestBuySupport, or on our Facebook page, as we want to make it as easy as we can to provide support in a way that works for our customers.
While I can't make any guarantees as to what can be done if it's outside of your Return & Exchange Promise, I can understand how it would be difficult to get help if you were unsure of where to reach out with chat and email didn't work.
Using the "Private Message" option in my signature below, can you please provide your full name, phone number, and email so we can explore options at this point?