Best Buy & Geek Squad Policies

[mc3ken]

I'm not sure how to proceed with this.  About two months ago, I upgraded my cell phone to a Samsung Eternity.  I asked the BB employee to add ATT insurance to the phone, which he said he did.  ATT, however, does not show that I signed up for the insurance.  The phone sustained water damage and now it is in need of repalcement, which can't be done because it is not insured.  I cannot find the printed paperwork that BB gave me with the phone, though I am still looking.  I doubt it will help, because if it showed that I had insured the phone than ATT would certainly have issued the insurance. 

One point of failure might  be that my phone is on the family plan with my wifes phone and her phone already had the ATT insurance.  The other point of failure is that that the BB employee did not add the insurance.  

Is there anything I can do? 

[Nokia]

Unfortunately, as the insurance is through ATT, BB cannot assist you in this matter.

[Adamtech Emerging Expert]

Like Nokia said, there is not much we can do. Have you been paying for insurance on this line?

[mc3ken]

Thank you for the reply. 

If I find the sales confirmation document that was printed at BB when I purchased the phone, will it indicate if I asked for insurance or not?

[Adamtech Emerging Expert]

It should have "Line Features" listed on it which would indicate insurance if it were added at the time of upgrade.

[Adamtech Emerging Expert]

I think that is how it is listed, Nokia can verify.

[mc3ken]

Would ATT or BB have an electronic copy of that document?

[Adamtech Emerging Expert]

Everything is stored in ATT's records and your local store may have the signed copy from when you did the upgrade.

[Nokia]

When your phone was activated, do you remember signing the contract on paper or on an electronic signature pad? If the former, Adam is right, the store may have a copy. If the latter, there may be a copy somewhere in BB's system, but the store is not able to access it.

[mc3ken]

I signed on an electronic device.