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Posts: 1
Registered: ‎03-11-2017

Warranty and service stink

I purchase a Samsung tablet for my mom less than a year ago and she has had nothing but problems. We purchased the extended warranty so I asked her to take it back to the store in Bryan/College Station.She has taken it in several times but the problem is still happening. She was told that she needed to speak to the Samsung Rep. Yesterday she called and was told that the Samsung Rep would not be in until 1pm so since she couldn't make it then she came in today since the Samsung Rep was supposed to be in at 11am. Since I was in town this weekend I came with her. We came in at 11. We went to the geek squad desk and was told to go to the Samsung counter. Since the wasn't anyone there were asked if he was coming in. We were told that he was running a few minutes late. We looked around the store and came back in 10 mins. He still wasn't there. One of the clerks said that the Samsung Rep just drove up so we waited another 10 mins. After 30 minutes we decided to leave. I was so upset and asked to speak with the manager. I spoke with Pete , the store manager who said that he was unable to assist us because it was likely a software problem. My problem is that nobody looked at the tablet to see if it was a software problem or hardware. And why buy a warranty from Best buy if I can't make use of it? My family has bought 5 tablets from best buy but never again.
Posts: 817
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Registered: ‎12-23-2016

Re: Warranty and service stink

Hi Kksmith1,

 

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.

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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