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Posts: 5
Registered: ‎04-07-2021

Cracked Samsung s20 glass under Best Buy warranty



    i Have the same problem as explained in this post but a tad different..


I have an s20 that has a cracked screen (just the glass is damaged, AMOLED is fine), and it is under the Geek Squad warranty.  I was told i have to pay 200 dollars on top of the price i have been paying this whole time for a replacement phone (which might just be anoher refurbished phone).  The other option is to have the glass replaced, which seemed to be an option as the Newport News, VA Best buy    IS     as it turns out Samsung Certified.  But after having an appointment scheduled i was told they don't have Samsung parts...Here are my main questions without complaining about how ridiculous the whole thing is at all.. thanks in advance.


How can i find out how long it will be until this lov\cation can fix Samsung products?


Can i arrange to get the oem screen and materials from Samsung and be reimbursed by Best Buy?


How do i know what Best Buys are Samsung Certified? They don't show up on Samsungs site


If i cannot have the service my warranty promised,  can i be refunded the amount i have paid for it???


I would not have paid for this warranty, or gotten this brand of phone at all if it was made known that no establishments near me can complete repairs for a Samsung even if they are "able"


I do not need an explanation of the 200 dollar replacement fee, please don't waste more of my time i understand it, even if it is shady.  Please give me info on the questions i asked.  Thanks


Posts: 6,526
Topics: 226
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Registered: ‎08-21-2017

Re: Cracked Samsung s20 glass under Best Buy warranty

Good afternoon, owenrhece,


Welcome to our community forums and thank you for reaching out to us regarding your cell phone. I use my phone for nearly everything and know if I were in a similar situation I would want to get this repair completed as quickly as possible. I'm glad to hear that your local store was able to provide some details about our Geek Squad Protection plans and our Samsung Authorized Service Provider program. I would be happy to help answer your additional questions.


Due to difficulty securing Samsung authorized replacement parts some store locations may be unable to complete every repair service for every type of phone. At this time we do not have an estimate when more parts will be available. Additionally, we would be unable to use or reimburse parts that were purchased or received elsewhere.


You can find a list of our store locations that are able to perform Samsung Authorized Repairs here. Depending on the type of Geek Squad Protection plan you purchased it may qualify for a pro-rated refund of the original purchase price. For more specific details, I would recommend reviewing the Terms & Conditions of your specific plan. If you'd like to cancel this, you can give us a call at (888) BEST-BUY or (888) 237-8289. 


I hope I was able to answer your questions, please don't hesitate to reach out if I can assist you with anything else!

AndrewB|Social Media Specialist | Best Buy® Corporate
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