I will never shop at Best Buy again. We purchased a Sony television about two years ago from the store at Lindbergh Plaza in Atlanta. We decided to also purchase the two year protection plan that they offered through Geek Squad. Recently the TV started having a few minor issues. For example, when we turned it off it would completely restart, so we would have to wait the minute or so for it to reboot and then turn it off again. The tv was still watchable, but it also had issues like that that were a nuisance. Through our protection plan, we had somebody come out and look at it. Couldn't fix it. Came out a few days later to try something else. Couldn't fix it. Came out a third time, couldn't fix it. The Geek Squad technician said they couldn't fix it so Best Buy would replace the TV. Oh, and he also informed us that on his third attempt to fix the TV he actually broke it completely and it was no longer watchable, but all good because they would be replacing it anyways. We were told to call Best Buy at a designated number he provided us to schedule the delivery of our new TV. Upon doing so I was greeted with an automated message saying that hold times to speak with a representative would be less than 10 minutes. 22 minutes later I was finally put through to a customer service representative. She told me that the protection plan would cover the cost of what the market value of our tv is today. We purchased the Sony tv for $1200 dollars. They were willing to provide us with a tv that cost no more than $999. Why are we having a conversation about market value when your technician broke my tv? I am not trying to trade in my tv for cash, or sell you my tv. You sold me a product that was having some minor errors, and your technician rendered in completely broken while trying to fix it. She said my only options were to get an LG tv that they were offering for $999, or pay an extra $200 to get the tv we originally purchased (that their technician broke). I explained to her the situation and that while I understand that's what the plan says in the fine print, this was a different circumstance given that the tv was still watchable before their technician came out and broke it. Her response: "Well sir you will have to take that up with them." What do you mean with them? You sold me the this protection plan while standing at a Best Buy cash register and now all the sudden when it's convenient for you Best Buy and Geek Squad are two separate companies. I told her I didn't really feel comfortable paying $200 dollars extra for the same TV we had before the technician broke it, and she said she could knock $100 bucks off only if we bought the two year protection plan again. I was baffled. In what universe did she think it would make sense to offer me the 2 year protection plan given the current situation. After much back and forth we ended up having to pay the additional 200 bucks to get our same tv. I was angry but had accepted it, despite how wrong this situation was. But just wait the story gets better. This was on a Thursday afternoon that I spoke with her. She lets me know they can't deliver my replacement tv until Tuesday, so I have to go four days without a tv. Not ideal, but I say ok. The delivery team arrives on Tuesday night with our new Sony tv. Takes it out of the box, the screen is busted! YOU HAVE GOT TO BE KIDDING ME. They tell us that they called it in and that Best Buy will call us the next day to schedule the delivery of a new tv to replace the replacement. Did they call? NOPE. So the next day we called them. Here comes the punchline...they said that they had to send a technician out first to confirm the screen couldn't be fixed before they agreed to replace the tv. You delivered me a tv with a busted screen and instead of taking it back and fixing it on your own time and providing me the unbroken replacement I should have received, you are making me hold on to the busted one while you guys fix it on my time?! No that is not customer service. They can have a technician out on Saturday. It's Wednesday. *** you, Best Buy and Geek Squad. I will be sharing this story on the internet with as many people as possible until you fix this disaster.