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Posts: 1
Registered: ‎06-29-2022

2YR Geek Squad Warranty Protection & 2YR Accidental Protection Customer Feedback!

So I bought the Samsung Galaxy Z Fold 3 5g last year as a business phone with 2 Year Geeksquad Protection and 2 Year Geeksquad Accidental Protection thinking it would be a great idea for any problems down the line.

Since It is my business phone I don't use it as much as my personal phone, but some how approximately 8 or 9 months later I had a scratch in the middle of the screen where the phone folds.

So I set a Geek Squad appointment with the Best Buy store at the BLOSSOM HILL, CA location for 6/28/22. Then I received a call the following day that they could not repair my scratch because Samsung did not provide the tools or guidance to repair the phone. They said I should not waste my time driving there and go to the Samsung Experience store in Palo Alto, CA. I didn't believe that so I went to contact a Best Buy online agent. I told him my situation and the agent made an appointment for the SAN CARLOS, CA location.

I drove to the appointment today on 6/29/22 and was told in person the same thing as the BLOSSOM HILL store. I asked if they can just give me a replacement phone for the scratch since I do have Accidental Protection, but the employee told me they couldn't do it, which didn't make any sense to me.

So I finally went to the Samsung Experience store and they told me since I had the Warranty Proteciton Plan & Accidental Protection Plan with Best Buy that I had to file a claim so Samsung can send them a ticket to fix it.

I returned home, called Best Buy Support and tried to file a claim so Samsung could fix it. The lady on the phone told me that I had to make an appointment so they could figure out how to fix it. I replied to the lady that I already came from an appointment. At this point I was very frustrated and asked the lady again... "How do I file a claim?" Again she gave me the same answer to make an appointment with the Best Buy Geeksquad. Clearly this lady didn't know how help me. This whole process from getting to the appointment, driving around, and calling customer service took 3-4 hours at this point.... 

So tell me Best Buy, what is the point of having a 2 Year Protection Plan and a 2 Accidental Protection Plan? I just wasted money on a service that basically did nothing for my situation. The Best Buy employees could of just told me that my Samsung Galazy Z Fold 3 was not supported for any warranty work or "accidental" replacements before selling me these Protection Plans.

This frustrating experience had lead me to believe that I should never buy a cellphone from Best Buy ever again and just buy it directly from the manufacturer instead.

Also I cannot get a refund for both of those protection plans!

Moral of the story is that these warranty and protection plans are a total lie and basically steal money from it's customers. 

Posts: 78
Topics: 2
Kudos: 8
Solutions: 3
Registered: ‎01-17-2020

Re: 2YR Geek Squad Warranty Protection & 2YR Accidental Protection Customer Feedback!

Hi there, senturus, 


Thank you for reaching out to us here on our Forums Page regarding your attempts to get assistance with your Samsung phone. I'd love to get a closer look at this with you to see if we have any more options to get this further addressed. To do so, can you please send us a Private Message verifying your full name, email address, and phone number? 


Thank you!

Duncan|Social Media Specialist | Best Buy® Corporate
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