Best Buy & Geek Squad Policies

[JT10]

In my opinion, Best Buy has breached their warranty contract on the phone I purchased in Feb. Since I have returned two (2) items in the last three months or so, I got a notice that I would not be allowed to return anything for 90 days. No explanation, no nothing. Still waiting for TRE to furnish anything.

Because of that, when my new phone failed last week, within the initial 30 day period. BB refused to replace the phone and send the defective phone back to Samsung, therefore breaching the warranty I am paying for, not to mention the 12 month warranty from AT&T. What they would do was send the phone back to Samsung and wait for them to fix or replace it, in a week or two.

I called AT&T and they replaced the phone. I called Samsung and filed a complaint, and as soon as I find out what TRE has we'll see if anything else needs to be done.

I have a couple of gift cards I am selling because I do not intend to ever set foot in a BB store again. I'll go to Fry's first.

[DanK Best Buy Employee]

If you didn't purchase additional Black Tie Protection, and are only speaking of the manufacturer's warranty that comes with the phone, there was no breach of contract. The manufacturer's warranty "contract" is between you and Samsung. Best Buy (within 30 days) and AT&T (your carrier) are able to act as intermediaries between you and Samsung, however this is not guaranteed to you in any way by any sort of contract.

NOW, that being said, do I agree with your 90-day ban on returns. Not necessarily, but I also don't know what sort of history you have with returns. If it isn't justifiable, the corporate community connectors who work on this forum are very good at helping find a resolution for your situation. I'm just clarifying that there is no inherent warranty contract between Samsung and Best Buy that involves you, the end user.

[Mbrguy Emerging Expert]

I guess DanK already hit on the main points.  A community connector will be on typically within a few business days.  And as he pointed out, the "contract" is between you and the manufacturer, not the retailer.  I hope you get everything taken care of as I know that I'd hate to be in this situation.  Good Luck.

[Ryan-BBY Senior Social Media Specialist]

Hello JT10 -

Jacob from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Jacob-BBY Community Web Planner]

JT10,

Yes, DanK did correctly identify the main points here with regard to your manufacturer's warranty. I'm glad to hear you were able to get this issue resolved through AT&T. I can say I'm disappointed we had to put you through that extra hassle.

I can't quite speak to your return history either. But, you're welcome to send me a private message with your most recent "customer service pin" from a receipt and I will look into it. 

I'll make sure this feedback is heard by the appropriate teams.

Regards,