03-04-2017 09:22 PM
My LG G4 phone was hit with the super common Boot Looping issue that LG has OFFICIALLY stated they know is a problem. I have been paying monthly to have Geek Squad Protection on my phone. When I took my phone to my local Best Buy, they told me it would be another $150 charge to get a replacement phone!
I don't understand how a known defect on a device is not being covered at no cost to repair. I mean, I am still paying monthly on my ATT plan for this device that is now a brick. It is in PERFECT conditiion with not a single scruff mark or scratch since it hasn't left it's case since I left the store with it brand new.
I just hate the fact that I have been paying monthly for a protection plan that then wants more money to replace my phone that broke because of a manufacturer issue and not something I did to it. LG is not backing up there own device. They extended the warranty three months for a total of 15 months but if you do a little searching online, you will see this is MAJOR issue with the phone and it seems to hit peoples devices after the 16th month mark. I figured the whole point of paying a monthly fee to Best Buy is so when something like this happens and the manufacturer doesn't stand behind there own issues, Best Buy will step up and treat a paying customer the right way.
I guess I learned my lesson. No more LG products and no more Geek Squad Protection!
03-08-2017 08:35 AM
Welcome back to the Best Buy Community forums. I know how frustrating it can be when you have a phone that isn’t working, and I can understand why you don’t want to pay the service fee to get something fixed that wasn’t your fault.
Chuckwagon is on the money here. LG is providing a free repair on this issue through cell phone carriers. You should give AT&T a call or head in to your local AT&T corporate run store to discuss how to get your phone fixed through them. You can give them a call at 1 (800) 331-0500. You can also head over to the LG Support web site for assistance, if you prefer. If you do get your phone repaired or replaced this way, please keep any paperwork associated with the repair in case you ever need to use your Geek Squad Protection plan in the future, as your plan is tied to your serial number and that number will change if the phone is replaced.
The Terms and Conditions of your Geek Squad Protection plan lay out that anything covered by your manufacturer, such as this boot loop issue, will not be covered by the plan. They also lay out that there is a service fee applicable to getting your phone repaired or replaced under the plan. If AT&T or LG is unable to repair your phone, you can still use your Geek Squad Protection, but you will need to pay the service fee.
I’m hopeful that AT&T or LG is able to get this resolved for you. If there’s any further questions I can answer for you, please let me know.
|Kyle R|Social Media Specialist | Best Buy® Corporate|
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