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Posts: 1
Registered: ‎12-20-2016

Cell Phone Insurance

I have been a best buy customer and credit card holder for many years and now I am to the point where I no longer want to shop there.  My husband works in construction and has broken his cell phone in the past.  When replacing his cell phone a year and a half ago the employee convinced us to pay the $7.99 a month for insurance.  He stated if his phone was smashed, dropped or ran over it didn't matter it would be replaced no questions asked.  Imagine my surprise when we go to replace his phone in the store and are told "this phone is too broken".  Really??  Best Buy really needs to teach their employees the actually policy for these things so poeple aren't misinformed like we were.  Best Buy should really replace our phone but seeing as that seems like it will not happen at the very least we need to be refunded the $7.99 a month we have been paying since we purcahsed this plan.  I try to call the phone system with no help.  I now do not own this phone and am still being charged $7.99 for useless insurance.  Does anyone have a phone number I can contact to get this issue resolved? 

Posts: 2,114
Topics: 10
Kudos: 183
Solutions: 133
Registered: ‎12-23-2016

Re: Cell Phone Insurance

Hello ashgib10,


I’m sorry it has taken so long to get back to you, as we have received an unexpectedly high number of questions this holiday season. I’m sorry to hear about your damaged phone.


When you purchased your phone and your Geek Squad Protection plan, you would have been given or emailed a set of the Terms and Conditions which details the coverage provided by the plan. Our plans only cover normal daily use, and it sounds like your claim may have been denied based on this provision. Though we likely won’t be able to refund your past monthly charges, you can cancel the remainder of the plan by calling our Monthly Billing team at 1-888-548-0885.


If you have any other question or concerns for me please let me know.



Kyle R|Social Media Specialist | Best Buy® Corporate
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