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Posts: 2
Registered: ‎04-17-2021

Damage to iPhone

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While traveling through Colorado today I received a message on my iphone 8 that my battery required service. Since I wasn't near an Apple Store I went to the nearest Best Buy located in Loveland, Colorado.


I have always received top level service/support from Best Buy and the Greek Squad. I asked about battery replacement and a very nice and professional woman assured me the Geek Squad could replace the battery. The only downside was that it would be about a 3 hour turnaround time. Although it wasn't optimal to my travel plans to wait that length of time, I agreed to pay and wait for the battery to be replacement.


Approximately, 2.5 hours later I was informed by the person installing the replacement battery he had "good news and bad news". He told me he damaged my iphone during the battery replacement process and he not could not complete the replacement. However, he said I would receive a new iphone. He told to me to go the nearest Apple Store and they would provide me a new iphone to replace the one he damaged. He provided no documentation to support this assertion. I suppose I am to take his word and walk into any Apple Store and ask for a new iphone and it will just be handed to me? I think not.


I was and remain angry. The incompetence is astounding. If you don't have the ability to simply replace a battery on an iphone without destroying the iphone, get out of the business and stop the false advertising. In addition to the incompetence of destroying my iphone, I was shocked at the uncaring and insolent attitude of the manager. Not once did anyone apologize, accept responsibility for destroying my property or provide a reasonable solution to the problem they created.


I have been a long time customer of Best Buy and have spent many thousands of dollars in your stores. I can't believe I was treated in this manner. My iphone is critical to me and my business. The inconvenience and hassle created by the Greek Squad is intolerable.


I asked for documentation from the manager and he said couldn't provide any, but he could confirm that I would receive a replacement iphone at my residence in the next few days. The next few days???? Really? What the heck is going on here? Go to an Apple Store and get a new iphone, wait a few days and get an iphone delivered to my home? Which one is it?


I don't live in Colorado and won't returning any time. Also, there are no Apple Stores where I live. I would have to drive for hours to get to an Apple Store. This is totally unreasonable. All of this because of the devastatingly incompetent service provided by the Geek Squad at the Loveland, Colorado store. I have the name of the manager and the person I paid for the battery replacement, but I will not disclose them in this forum. I simply want this issue resolved. I hope that it doesn't happen to anyone else.


I posted this complaint in this forum because I couldn't find any other way to bring this situation to your attention. I ask for your assistance in immediately resolving this matter.

Posts: 5,893
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Registered: ‎08-21-2017

Re: Damage to iPhone

Hello, Andrep7,


Thank you for taking the time to visit us here on our community forums and letting us know about your experience with this iPhone repair at our Best Buy Loveland location. As someone who uses my phone for nearly everything, I know that having a damaged or broken phone has a major impact on daily life. I would be glad to see how I may be able to assist you.


Generally, the store that performed this service would be best suited to assist you moving forward. Have you been able to contact Apple Support to see if there are any notes related to your phone being replaced?


While my team is generally unable to help with Apple repairs I would be glad to reach out to our Best Buy Loveland store to see if they can clarify what to do moving forward. I will need to gather a bit more information in roder to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Service order number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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