Best Buy, Fairlakes Virginia #273 Nick Hoyer, CEM Best Buy the Best Bamboozlers in Fairfax, Virginia

If you would have read the terms and conditions that were given to you at the time you purchased the Service Plan for your TV, you would have seen that they replace the TV with "like" technology and not the price of the TV.   It is the same if you have a service plan on a Computer, laptop or GPS.  A 42" LCD TV purchased in 2006 would've probably cost around $2000-$3000 when now that same technology only costs $800.   I compare it to insurance you get on your car.  If you buy a car in 2006 and wreck it in 2010, the insurance company isn't going to give you the value you paid for it in 2006.  They probably won't give you enough to purchase a new car.  It all comes down to consumers reading the information that's given to them and knowing what exactly they have purchased.  What ends up happening is they get possibly one employee that doesn't know the total ins and outs of the service plan and they tell them one incorrect thing.  Well then the consumer will latch onto that and expect because of that one incorrect thing that someone told them (in some cases it's not something someone told them 2 days ago it'll be something that someone said to them 2 years ago) that the company will just fold and give them whatever they want.  If companies did that you would see many companies going out of business.  Yes the company needs to focus on providing excellent customer service but they also have to protect the business and make sure they can turn the lights on the next day as well. 

Good advise and point well taken. Thanks

The way it works when you have an approval for an exchange on a tv, is you get the value of what is now a comparable model. You wouldn't receive what you originally paid as obviously prices go down over time on items like this. I'm not quite sure what you are referring to as a "voucher" but all you have when you go into the store is a confirmation number, it's up to the associate (normally in home theater) to choose a like kind model. 

That does sound kind of shady.  I would probably (I know you're grinding your teeth right now, but I'm going to say it anyway) call 1-888-Best-Buy and find out the phone number of the office of the district manager for the district this particular store is in.  Contact the district manager, tell him/her what's happened (minus the dramatics... please... this isn't an audition) and see what can be done.  Be firm, but POLITE and tell them that you want what was promised to you.