Best Buy Repair Support

[Resoleht]

I purchased a galaxy note 20 ultra when they first came out 2 days ago it fell off my lap and the screen cracked. BUT I have (HAD) geek squad so I'll be OK. Now as any person we want insurance on our phones so I got geek squad at the best buy I got it from after being TOLD they do all the repairs and more as the phone company's insurance. So as a customer excited it sounded good and would work out, right? NOT AT ALL. After waiting 3 days for an appointment it all went bad.. So the money I put down covers nothing not even as a 1 time thing, OK OK I'll bite the bullet I guess, then I'm told I have to wait 3 days for repairs, seems a bit long to just change a screen you have me setting an appointment already just to talk why wouldn't I get one for the repair seems just poorly setup, then I find out the store that sold me on geek squad does 0 repairs for samsung and I'd have to travel what is 3hours from me to have it repaired at the best buy that does it. So my response as any sane human was to tell them their absolutely crazy and I want a refund on everything I have with geek squad coverage. So not only did I get fed a lie from best buy they also had no interest in helping even during the discussion of what it takes to get it fixed they didn't even apologize for having me setup the stupid appointment where they tell me "you pay us and you go across state now" like what an absolute joke. I was forced to pay for a whole new phone because I went with dumb squad and they couldn't even present what they sold. I will never buy coverage through geek squad for anything ever again I really don't know about even shopping with best buy it was an absolute nightmare they got paid I got nothing and they didn't even bat an eye. It's stomach turning.

[Alyssa-BBY Retired: Social Media Specialist]

Hello, Resoleht,

Welcome back to our community! I've dropped more phones than I'd like to admit to in my lifetime, and I can understand wanting to get your new Samsung Galaxy Note 20 Ultra repaired as quickly as possible. While we do offer in-store repairs on Samsung Galaxy devices, it would have to take place in one of our Samsung Authorized Service Provider stores. Additional details regarding our in-store repairs on Samsung Galaxy devices can be found here. 

I apologize for any inconvenience this may have caused, as I understand your experience was a far cry from the world-class service we aim to provide. Thank you for sharing this feedback with us. If you have any other questions or concerns that I may be able to assist with at this time, please don't hesitate to let me know!

Best Regards,

[Resoleht]

Yes, as you explained how geek squad repairs worked for samsung why didn't the store provide that information? Rather then scam me out of money? I had to buy a whole new phone because of this and even here you as a rep basically still tell me "oh well tough cookies". Like no this is unacceptable in every way.