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Posts: 1
Registered: ‎04-02-2021

Apple "Partner" - Not So Much....

I really can't help but question the "partnership" between Apple and Best Buy. Bottom line, I would certainly never recommend that anyone ever submit an AppleCare repair claim through Best Buy (as both sides recommend as being seamless) - it only adds an unnecessary layer of hassle! My 3 month old iPhone 12 Pro (purchased at BB) developed an internal component issue and could not connect to a cellular data network. Because I also had an extremely small crack on the back glass, the Apple warranty did not cover the internal defect (per Geek Squad) - fine, whatever. I was told to submit this as a physical damage claim against my AppleCare+ plan, and that Geek Squad could send it in for me for replacement without a problem. Great, all is going well at this point. I pay my deductible and two weeks go by. As I started to lose my patience, I decided to call Best Buy to inquire when I could expect to see my phone back. I was told that Apple had it and there was absolutely no way for anyone to know when it would be sent back to the store. Best Buy graciously offered to continue to contact me every two days to repeat that message - thanks guys! I call Apple thinking that they could help bridge the gap that their "partner" had left. Nope. I was told that because Best Buy submitted the claim, there was no way for them to track my phone and that it was Best Buy's problem. So let's recap. I took my phone to Best Buy for a warranty repair. Due to an unrelated issue, Apple and Best Buy were able to avoid responsibility for their defective product. After a claim was submitted under a purchased insurance plan, my phone was sent off for repair. Now, neither Apple nor Best Buy have any idea where my phone is and when/if I will ever see it again. This is a bad system. Others should avoid it at all costs.
Posts: 4,662
Topics: 50
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Solutions: 281
Registered: ‎11-29-2016

Re: Apple "Partner" - Not So Much....

Good afternoon, nicknavy,


I appreciate you joining our Support Forums and sharing your experience with us.  From what you’ve described, I can’t say I blame you for your frustration with this iPhone repair service up to this point, and it’s especially disappointing to hear there seems to be some confusion regarding the status of your phone. 


I’d like to take a closer look into this service order to see what additional information we can provide regarding its status, and when you might expect your phone repair to be completed, but I’ll need a few pieces of additional information from you in order to do so.  I’ll ask that you send me a private message with:


  • Your fist and last name
  • Your phone number
  • Your email address
  • Your service order number


As you can imagine, we’ll want to keep this information out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to send me this information.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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