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Posts: 1
Registered: ‎09-11-2017

Best Buy doesn't live up to it's warranty/protection services promises !

 I bought a refurbished Galxy S7 Edge and then found out Best Buy doesn't insure there refurbished products. I promptly returned the phone and bought a brand new one. One that I could FULLY insure. Fast forward 9 months and the phone gets lost. I'm thinking "No problem, Best Buy has a great insurance policy and this will be easy-peasy!" HA!


The woman on the phone told me I was only covered for cracked screens and the like. EVERYBODY knows a new screen is $40 at the mall so why on God's green Earth would I only insure a $700-$800 phone for that?  Guess what I got....$140 refund on my Best Buy account for the unused portion of the 2 year warranty I (THOUGHT) I had purchased! I've had problems with phone insurance being expensive but never this dang expensive!  I will promptly pay off their darn credit card and I WON'T be using it or Best Buy again!

Posts: 1,889
Topics: 15
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Registered: ‎11-29-2016

Re: Best Buy doesn't live up to it's warranty/protection services promises !

Hello blr1966,


I can only imagine how you felt when you lost your phone, especially only after having it for less than a year. It’s disheartening to hear your experience with our Geek Squad Protection Plans (GSP), didn’t result in a replacement phone, and may have added to your frustration, and I apologize for any additional disappointment that may have resulted from this experience.


Using the information you’ve provided upon joining our forums, I see the GSP that was tied to your phone is our Geek Squad Protection Plan, which covers your phone for things like drops and spills, battery replacement, normal wear and tear, and mechanical failure. We also offer Geek Squad Complete Protection, which covers everything offered by our Geek Squad Protection Plan, along with coverage for loss and theft. Regrettably, we are unable to offer to replace your phone without the purchase of our Complete Protection plan. I realize this wasn’t the answer you were hoping for, but I’m hopeful this experience won’t dissuade you from shopping with Best Buy again in the future.



SeanM|Social Media Specialist | Best Buy® Corporate
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