Best Buy & Geek Squad Policies

[wescottja]

Hi, 

  I have geek protection and I have a Razr. It recently froze up when being turned on and this never happened before. I will be brief. I attempted to reset phone by momentarily removing the battery. When the case and battery  "popped" apart the ribbon connector was torn in two. I don't know if it was damaged already or not. Question is will I get a free replacement or repair? Thank you.

[Konner · Accepted solution]

You should be covered, however I wouldn't complicate the geek squad fulfillment process. My advise would be to steer away from saying you popped the battery open and the ribbon was broken. I would simply state that your phone is no longer turning on, and it won't take a charge. With Razr's, you'll generally have a new phone in 2-5 business days.

[hydrogenwv]

They will open it and see the broken cable. Cables don't just break themselves. I wouldn't try to hide it. From what I see, it was definitely non-negligent, accidental damage, so I see no reason why it wouldn't be covered. They will give you a replacement, probably a refurbished one, in a few days, like Konner said. It may be brand new, but I wouldn't get my hopes up. The refurbs should be like-new, though. 

[Tea-BBY Community Connector]

Hi wescottja

Welcome to the forums. I’m sorry to hear your phone is no longer functioning. Knowing how much of a lifeline my phone is to me I can only imagine how you’re feeling right about now.

Using your information you provided upon registering for the forum, I was able to locate the Geek Squad Protection plan for your phone. This plan does provide replacements for defective or accidentally damaged phone (within normal use) via a process we call Rapid Exchange.

Please take your phone to your local Best Buy store to have it examined; they will determine if we are able to provide coverage.

Let me know if there is any additional information needed. Have a great day.

[wescottja]

Thanks for the reply!

[wescottja]

Thank you!

[wescottja]

Thanks for the reply!

[Tea-BBY Community Connector]

wescottja,

Anytime! I'm glad we were able to assist you. Have a great weekend