Best Buy Repair Support

[nicknavy]

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.

[SeanM-BBY Social Media Specialist]

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,

[Leelabrown76]

You would’ve been covered completely under the first 90 days with Apple, And you wouldn’t have had to have anything such as AppleCare or insurance. You are fully covered the first 90 days! I’m going on my 3rd iPhone 12 in less than 8 months! Mind you I bought it brand new twice! There is something horribly wrong with these iPhone 12’s! Apple has gotten so bad! They lied to me a few times, in the same day! I went to the Apple store on 5th Ave in Manhattan. I had a 12:30 pm appointment. The guy connects my phone to his iPad or computer or whatever, and’s tells me that there’s nothing wrong with it but let’s do a factory reset. It didn’t Dawn on me that he lied to my face! We do The reset and not 15 feet out of the door, The Bluetooth is messing up! Mind you, I had just bought a brand new pair of AirPods Pros! There still is a connectivity issue. My keyboard is all messed up. I swipe instead is typing, and I’m sure you’re seeing all of the typos! It capitalized in the middle of sentences, it’ll put a period when I clearly hit the comma. When I I hit Lol, Zi had to type that, it usually will say C L ok l really? Everyone I got an I to puts twi off them? So I’m waiting to upgrade to the 13, or I’ll go on to Samsung or Sony phone that’ll be out in November kinda promising! Does anyone’s know when it’ll be released? I HATE TYPOS!!!!! You should nor have paid any deductible either. I didn’t pay anything for a now iphone in 3 months. I had AppleCare and insurance AI was covered under their 90 days Waverly from the Apple Store! Get your money back. Sorry but I think you have thought to know the truth! Apple is so money hungry and honestly after about the iPhone 8 , they got even cheaper! They’re using cheaper labor and’s pieces in my opinion. Never had a problem with an iPhone until after the C 7. Wish you the best!

[nckhammond]

I'm seeing an unusual number of completely dead 2018ish mac pros also. I concur with the cheaper quality. The 2012's were pretty bullet proof.