03-08-2017 11:16 AM
Welcome to the Best Buy Community forums. I know how disappointing it can be when a big purchase like a cell phone stops working correctly so soon after you get it, so I’m happy to point you in the right direction here.
Our Return & Exchange Promise offers you a 14 day period in which to return a cell phone to us. You are outside of that period, we wouldn’t be able to perform an exchange for you. We do offer in-store repairs under manufacturer warranty on Samsung phones at a select few Best Buy stores. If you head over to this web page, you can see if there are any stores nearby that offer this service. If so, go ahead and make a reservation so you can bring your phone in to get checked out.
If we don’t have a store that offers this service in your area, your best bet is to go through either your cell phone carrier or Samsung directly for a repair or replacement. Some years back I had the original Samsung Galaxy S for Verizon and it had dead pixels on it. I was able to give Verizon a call and they shipped me a replacement phone and a box to ship my defective phone back to them. I’d say your first step should be to call you carrier and see if they are able to do something similar for you.
You can also give Samsung a call at 1-800-726-7864 or visit them at their support web site for help. If you do have a Geek Squad Protection plan, I’d still suggest going through wither your carrier or Samsung to avoid our service fee. Be sure that if you do get your phone repaired or replaced you save your paperwork, as your Geek Squad Protection plan is tied to your serial number and IMEI number, and those can change if the phone is replaced.
I hope this helps. If there’s anything further I can help you out with, please let me know.
|Kyle R|Social Media Specialist | Best Buy® Corporate|
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