Best Buy & Geek Squad Policies

[Spyderthaklown]

I don't know if this is going to do any good or if I'll get any sort of answer but recently I took my Samsung galaxy s phone into best buy because it had a pressure crack on the screen. I haven't had the phone that long (since October last year) but I've had it long enough to get used to life with it. Not to mention in that time I had taken a ton of pictures of my family, friends and children that Im not sure if I'll be seeing again. I brought my phone into best buy on august 14th of this year and as of today (September 23rd) I have yet to hear if they will actually be fixing my phone or not. At first I was told by the geek squad guy at my local bb that they would have the phone back within 10 days. As those ten days came and past I got anxious and decided to stop back in and see if I could get any answers. A different geek squarer told me that they always keep the phones for the whole month and since they received it on august 22nd I would have to wait until sept 22nd before I had it back. This afternoon I went in and once again asked about the status of my phone (if they was a snowball's chance in he'll that they knew anything that wasn't available on the website). But alas, they were clueless as usual and told me to check back next week. Well, someone out in the world has my phone and all I want to know is if it'll come back repaired with my pictures in tact or not, and some sort of ballpark as to when I can expect it back. I don't really care if it takes another month, just so long as it's back by then with all my files still on there. It's gotta to the point where I check the tracking multiple times a day in hopes that it might say something other than "Estimate approved"

[Mbrguy Emerging Expert]

If they said that it was received by the service center on August 22nd, then I would suggest calling the Geek Squad where you sent it off and asking them to submit an "Escalation for replacement".  Since it has been at the Service Center for over 30 days, they can submit an escalation asking for the phone to be junked out.  It may take a few days for the escalation to go through, but if the phone cannot be repaired in that time, they will usually allow the phone to be junked out and allow you to come in and receive a replacement in-store.  

I would do that today.  Good luck.

[Marti-BBY Community Connector]

Hello Spyderthaklown,

This entire situation you describe regarding your Galazy phone is not only frustrating but very disappointing. We try to put a plan in place that will hurry things along and it appears that our best laid plans have gone in a direction that leaves you upset and wondering what in the world is going on. With more information, I’d like to look into this and find out what’s happening.

Please send me a Private Message with as much information as possible. I’ll need your name, address, phone number, email address and service order number for your phone repair, if you have it. To send me a Private Message, click on the link on my signature line. I’ll be watching for your message.