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Posts: 1
Registered: ‎02-10-2016

Gift card instead of product, but still took $160 service payment?

Hi there! I have an issue with my Note 5, which is under a 2 year geek squad contract. I went to the store and they put in the request for a phone replacement. He said there were still Note 5's available, so I would get one. He also took my $160 service payment. I still owe about $100 on this phone (verizon). Now I get an email saying that they could not replace my phone, but instead I'll be getting a gift card for the market value of my phone (which apparently they don't make any longer). I'm wondering what kind of market value BB places on my phone, and why did they still take the $160 ($149+tax) for the service contract, if I'm just getting money in return?

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Registered: ‎01-21-2014

Re: Gift card instead of product, but still took $160 service payment?

[ Edited ]

Hello johnsemail321,


Welcome to the forum! It’s never fun to be without a working phone, so I’m glad to hear you have a Geek Squad Protection (GSP) plan for your device. It’s understandable why you’d have some questions about our service options if you aren’t receiving a repaired cell phone as anticipated, so I’m glad you reached out to us for assistance.  


When customers start a service claim for a mobile phone while under a GSP plan, they may be subject to a non-refundable service fee if the phone is:


  • accidentally damaged due to handling (ex: cracked screen, spill damage, etc.)
  • outside its 1-year manufacturer warranty and service is needed

Once paid, we should ship you a previously repaired device to ensure you get your hands on a working phone as quickly as possible. In your case, it sounds like we didn’t have a Note 5 available and to ensure you weren’t waiting longer than necessary, we issued a gift card for the current market value of the device. Upon review of your mobile phone purchase back in November, 2015, you received the full retail price of the device.


I hope this helps, but if you have any other questions or would like help finding a new phone to purchase, please let me know. I’ll be happy to help however I can.



Alexandra|Social Media Specialist | Best Buy® Corporate
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