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New Member
Posts: 4
Registered: ‎03-02-2017

Forced to replace Galaxy S6

I have geek squad protection that should cover my Galaxy S6 to repair broken screen glass.  However, Best Buy stores  will not repair galaxy phones and require you to send in the phone for a replacement.  The replacement deductible is 150 bucks!  I've paid over 150 dollars in "insurance" over the life of my phone for nothing.  I could buy my own refurbished galaxy s6 for the deductible amount, and saved myself 150 bucks in fake insurance.  Why do they sell insurance for something they won't fix?  How is this even legal?

Posts: 1,134
Topics: 7
Kudos: 90
Solutions: 68
Registered: ‎12-23-2016

Re: Forced to replace Galaxy S6

Hi phlocko23,

Welcome to the Best Buy Community Forums. I know how rough it can be to have a broken phone, and to see an unexpected fee to get the phone repaired must be frustrating.

 

We do offer repairs on Galaxy S 6 phones in a few select Geek Squad Precincts across the country. At this point it is a very small program with only a few locations, but if you let me know the city and state you are located in I can see if there is a nearby store that offers this service.

Generally speaking however, our Geek Squad Protection plans function similarly to our competitors plans. It is industry standard to charge a service fee when replacing a broken cell phone under a service plan. Rather than sending your phone out for two or more weeks to get repaired, the phone is replaced with a refurbished unit within a few days.

 

We want to be open an honest with the pricing on our plans. We lay out the service fee included in your coverage on your purchase receipt. The terms of the plan should have also been handed to you physically or emailed to you at the time of purchase.

 

I hope that clears up any questions you have. If there’s anything further I can help you out with, please let me know. If not, I look forward to hearing back from you about your location so I can see if there is a store close to you that can perform your repair.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-02-2017

Re: Forced to replace Galaxy S6

Thanks for the response.  I'm located in Charleston, SC.  

When you buy insurance for your phone and see that it covers accidents and broken screens, you assume that means the device will be repaired.  I'm aware that in some instances the device would need to be replaced, but who would think some cracked glass would require full phone replacement?  It seems unfair and honestly misleading that you offer insurance that covers repair but yet will only repair certain types of phones in certain locations.  So, if someone is lucky enough to live near a Best Buy that actually repairs broken screens, then they get to have their phone fixed without additional payments.  However, since I am not lucky enough to live near a Best Buy that does glass repair, I have to pay 150 bucks to get my whole phone replaced?  It seems to me that if you require phone replacement because the store doesn't allow repairs, then Best Buy should pay the cost of the replacement phone.  Like I said in my original post, I could buy a refurbished galaxy for the same price BB wants me to pay to have them replace it.  So, what is the point of me paying the insurance?  My phone can't get repaired when it needs it, and I would be better off not buying insurance and replacing the phone on my own.  

Your statement of "We do offer repairs on Galaxy S 6 phones in a few select Geek Squad Precincts across the country. At this point it is a very small program with only a few locations, but if you let me know the city and state you are located in I can see if there is a nearby store that offers this service." is really a testament to a misleading insurance situation.  You should make it clear to the buyer of the insurance when they are purchasing that it's a "small program" that only certain stores in certain locations will repair, otherwise they'll have to pay the replacement deductible.  If you don't spell that out for folks, then it really seems fradulent to me.  

Posts: 1,134
Topics: 7
Kudos: 90
Solutions: 68
Registered: ‎12-23-2016

Re: Forced to replace Galaxy S6

Hi again phlocko23,
 

Thanks for getting back to me so quickly. I was able to look into the stores that provide in-store repairs on Samsung phones, and found that none within 5 hours of your location offer this service. I believe the closest to you would be in Knoxville, Tennessee.
 

These Samsung repairs are a new program for us, and not something that we offered prior to late last year. At the time you purchased your Geek Squad Protection plan, Express Replacement was the only option available through the plan. I apologize if that wasn’t clearly communicated to you. I should also note that there is a service fee associated with repairing a cracked screen, just as there is when you go through our Express Replacement program.
 

Regarding pricing, the price of a refurbished phone fall as the phone gets replaced by newer models. If your phone was cracked within a couple months of its purchase, a replacement phone would have cost you several hundred dollars more. If you are unhappy with the current pricing, and no longer desire to have your phone covered, you can give us a call at 1-888-BESTBUY. There you can cancel the remainder of your plan if you want.

If you have any further questions, please let me know.
 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-02-2017

Re: Forced to replace Galaxy S6

You wrote: "These Samsung repairs are a new program for us, and not something that we offered prior to late last year. At the time you purchased your Geek Squad Protection plan, Express Replacement was the only option available through the plan. I apologize if that wasn’t clearly communicated to you."

 

That's the issue.  When I purchased Geek Squad protection the little pamphlet talks about repairs for small damages to phones.  Neither employees or the written information explain that galaxy phones weren't even able to be fixed when the plan was purchased!  If you sell a protection plan to a galaxy owner, your company has a responsibility to make it clear to the buyer that the only option would be replacement.  This was not the case.  The buyer is going to assume that if minor damage occurs BB will honor the protection plan and repair it.  You apologize, but that apology just isn't worth the $200+ I've spent on fake insurance, along with the 150 I have to pay to replace the phone.  

 

Imagine this was car insurance.  The buyer buys car insurance for a specific car type and the information states the plan covers minor repairs such as a cracked windshield.  Makes sense, who would question windshield repair?  A rock hits the windshield and the glass is cracked.  Buyer calls insurance company who states that at the time the plan was bought, the only option for that car type was for full car replacement, but they're sorry that wasn't clear in the marketing material.  Same concept on a different scale.  How can a company stand behind that?

New Member
Posts: 4
Registered: ‎03-02-2017

Re: Forced to replace Galaxy S6

Kyle, 

 

Just thought I could follow up with you since BB has remained quiet.  I found the information for the Geek Squad Protection Plan that was offered to me when I purchased the phone in 2015.  Since you said the replacement program was the only option for galaxy phones back then, I wanted to see how you guys handled that in your description of the plan.

Here's exactly what it said, copied from your website where there's a link to the plan info for 2015.

"Accidental Damage from Handling2

If you drop or spill on your device in the course of normal use, we'll cover the cost of your repair.

2Accidental Damage from Handling covers damage as a result of unexpected and unintentional drops and spills that arise from normal usage of the product as the manufacturer intended. Abuse, misuse and fraud are not covered."

 

This is in the plan information, and probably the selling points for store workers at the time.  The word "replace" is found nowhere.  It clearly states "repair", which you guys did not offer for these phones at the time.  You'd probably have to dive into some 80-page document somewhere to find details on how the plan really operates.  Again, this seems fraudulent and not just a case of miscommunication.  BB should own up to this and either 1) replace the phone with the money I've already paid that easily covers the 150, or... 

2) offer to fix my phone as the plan described at the closest store that does galaxy repair (Knoxville, TN - 6 hour drive) and pay for all expenses on my trip by either plane, train, or automobile. 

 

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Posts: 1,134
Topics: 7
Kudos: 90
Solutions: 68
Registered: ‎12-23-2016

Re: Forced to replace Galaxy S6

Howdy phlocko23,

 

Welcome back to the forums. I will be happy to further clarify this situation for you.

 

I was able to pull up the full terms and conditions from where you purchased your phone and Geek Squad Protection plan. They can be viewed here. I would like to direct your attention to section 4.c. This section of the terms of you plan lays out that Best Buy has the option of repairing your product, reimbursing you for it, or replacing the product. It then goes into the details about the ways we can fulfill these options. In the case of mobile phones, Best Buy will generally replace a defective phone, after charging the service fee associated with the plan, referenced under section 6.b. of the document.

 

Again, I apologize that you feel the terms of the plan were not properly communicated to you at the time of your purchase. As I noted above, I will be documenting your concerns about the plan itself, and your store experience.  If you are unhappy with the terms of your Geek Squad Protection plan, you are still able to call us at 1-888-BESTBUY and cancel the remainder of the plan.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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