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Posts: 1
Registered: ‎08-10-2017

cell phone replacement

[ Edited ]

! week ago I dropped my phone and shattered the screen. I took it back to Bestbuy as I have the insurance on it.The geek squad representative told my it would be 5 to 7 days to get a replacement as they were backordered. He then spoke to his manager and said they were not backordered and it would be 2 to 3 days to receive a replacement phone.It has now been 1 week and I have not received anything except the package to send back the old phone. The service tracking page has not been updated to reflect whether or not anything is getting done. The service tracking number is {removed per forum guidelines}. This is getting very frustrating as I have neither a backup phone or a landline.

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Registered: ‎01-09-2017

Re: cell phone replacement

Greetings shaggyd,


Welcome to our forums! It’s disheartening to that it’s not under better circumstances but I would be more than happy to assist you. I know how crucial it is to have a functioning phone at all times and with our Geek Squad Protection plan we truly hard to make sure we get your replacement phone back to you as quickly as possible.


A big component to the service is providing our customers clear expectations and updates along the entire process. It seems we’ve failed to do so during your claim and for that I’m genuinely sorry. Please feel free to send me a private message with your claim number so I can attempt to gather some additional details as to the whereabouts of your replacement device and when you can expect it.


I’d like to apologize again for the sub-par experience you’ve had with our service plan and I eagerly await to hear from you so I can assist you further!



Javier|Social Media Specialist | Best Buy® Corporate
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