03-11-2017 07:22 PM
03-13-2017 02:51 PM
Welcome to the Best Buy Community forums. I know how frustrating it can be when a device like a tablet isn’t working right, and not being able to get the support you need to get it working only makes the frustration worse.
Our tablet Geek Squad Protection plans will generally cover hardware problems, and not software issues. It sounds like the issue that you are having may be related to software rather than hardware. The only thing that the Geek Squad at your local store would be able to do for you in this situation would be to perform a full factory reset and wipe the tablet back to how it was out of the box. If the issue is software related, and not hardware, even if they sent the tablet out to be fixed it would simply come back the same as it was when you sent it out, most likely.
This is likely why they are referring you to the Samsung Experience representative. Those folks sometimes have some specific tools that may be able to help you out where the Geek Squad isn’t able to. I would suggest signing up for a free Samsung tablet seminar at your local store to make sure you have a Samsung representative on hand when you head in. The rep may be able to help you out as a part of the seminar, or may be able to help you afterwards.
If you’d like to speak directly with a Geek Squad Agent I recommend heading over to our scheduling page to make a reservation to bring your tablet in to get looked at. With a reservation an Agent should be able to spend about fifteen minutes with you to look at the tablet and give you some further recommendations. If you go this route please bring in your charging brick and cable, as if the tablet needs to be sent out those will have to be sent with it.
I’d like to apologize that you haven’t been able to get your tablet checked out, and that you keep getting bounced around. The Geek Squad Agents should have been able to set you up with a reservation to get it looked at. I’ll be sure to document your story so that we can use it as an example of where we need to get better. I also hope that one of the two ideas I had for getting your tablet checked out works for you.
If you have any further questions, please let me know.
|Kyle R|Social Media Specialist | Best Buy® Corporate|
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