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Posts: 1
Registered: ‎03-01-2017

File claim on phone. Phone was swapped

I tryed to do a claim on my iPhone 6 a few weeks ago. They told us that the only phone with protection on our account is an iPhone 6 plus I NC gold under someone else's name. We have never purchased that phone but we are paying for a plan on that phone. After myself, my husband, and the general manager or our best buy spent hours and hours on the phone we figure out that when we bought our phone the person that rang us up rang us up with the wrong printed off paper. The person who's phone is in our name was in the store st the same time aND also bought the phone. So her phone was purchased twice and mine not at all. This last time after spendING another 3 hours there again I think they got my phone on our account with protection bit the imei number or what not dosent match so it can't go through to exchange. One of the people she spoke to had the audacity to say that we shouldn't have been helped this much and that there is nothing they can do. That since they screwed up and I have payed over a year and a half of geek squad protection I will get nothing.
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Registered: ‎12-23-2016

Re: File claim on phone. Phone was swapped

Hi Iceybales,
 

Welcome to the Best Buy Community forums. As a former Geek Squad Agent I know how rough it can be when a Geek Squad Protection plan is sold wrong. I’d love to try to help you out with this if at all possible.
 

These things can be a little tricky, so in order to do that I’ll need a bit more information from you. If you are able to provide the Geek Squad Protection plan number, that would be a great start. I’ll also need to know the incorrect IMEI number the plan is currently under, as well as the correct IMEI number for the phone. Because we respect your privacy, please send this information to me via private message by clicking on the link in my signature below rather than posting it in this thread.
 

If you have any questions, or if anything in my post is unclear, please let me know.

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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