07-10-2019 11:08 AM
I would like the email address for Best Buy's district manager to file a formal complaint against the Best Buy located on 83 S Tunnel Rd, Asheville, NC 28805, and the store manager, Trevor.
My iPhone XS Max is covered under AppleCare+ and after receiving some scratches on my screen due to wear and tear; I scheduled an appointment with Geek Squad on 7/9/19 at 4:00 PM to have the screen replaced for $29. During the replacement process, the Geek Squad representative damaged the screen to a point where he reported that he was no longer able to proceed with the screen replacement due to fear of damaging the glass panel on the back of the iPhone, which would warrant a full device replacement. The phone was returned to me with a cracked screen (previously only scratches), missing the bottom two screws, after 90 minutes of waiting.
I was incredibly unsatisfied with the service I received from an "Apple Authorized Service Provider" and requested to speak with the store manager, Trevor, as this repair by Best Buy constituted the second and last incident of accidental damage coverage from Apple. Trevor was unapologetic, inpatient, and unprofessional during our interaction, he did not take responsibility for the actions of his Geek Squad representative, instead, shifting blame to me for having "preexisting damage" on my screen. He did not offer any form of compensation other than a $29 refund, which I accepted.
I have contacted firstname.lastname@example.org only to recieve a generic email reply.
Solved! Go to Solution.
07-10-2019 05:05 PM
The photo you shared with me on Twitter is not the way I would want my phone to be given back to me, and not the experience we anticipate for our Geek Squad customers. With the information you provided us when signing up for the Forums and on Twitter, I was able to locate your service information and reach out to the store on your behalf. I've asked a member of management to get in touch with you to discuss this further and they've let me know they'll be in touch soon.
If you have any further questions, feel free to send me over a private message. Keep in mind I will need your phone number, full name, and email in that private message before I am able to provide support specific to your repair.
As a helpful tip, you can send a private message by simply selecting the darker colored box to the far right of my signature below.