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Posts: 1
Registered: ‎10-12-2021

Formal Complaint - Holland, MI store

In August 2020, my husband & I purchased 2 Note 20 Ultra phones. We pre-ordered, and had our order cancelled 2 or 3 times prior to it arriving. When it arrived, only 1 phone came in. The other phone was still a few more days out.


Each cancellation added a new protection plan for the phones. When the first month past, I paid for 7 Protection Plans for the 2 phones. 


Went to the Holland, MI store then. They gave me a Geek Squad phone number. I called was on the phone for almost 2 hours. Requested to have the 12.99 coverage on both lines. The next month, I called back again...because I was still getting billed more than twice. Spent another couple hours on the phone, and it was supposed to be resolved.


Fast forward to Last Night...


My husband's phone is not working correctly. He can hear people, but he can barely be heard when talking. He has done a few trouble shooting steps, but need to do a Rapid exchange on his phone. 

Geek Squad went to pull up the information - said No, his phone only has loss & theft coverage...not damage coverage. Geek Squad could not put in the Rapid Exchange.


This is upsetting. I never requested different insurance coverage for his phone & my phone. Coverages were supposed to stay the same, just I wasn't supposed to be charged 7 times for 2 phones. 


The store then told me to be dishonest, and file a loss claim. After researching, the loss claim has a higher deductible.


The employees in the store were pleasant, and tried multiple ways to help me. The manager present last night, avoided me. After waiting patiently in the store for 1.75 hours...they told me there was nothing I could do than to file a lost claim. I requested to talk to the manager. As I started to explain, he cut me off mid-sentence & stated rudely that he knew my situation...what did I want him to do about it? Instead of descalating the situation, he took little gabs / insults to provoke or upset me more. Told me by requesting to speak to him it was clear, I just wanted to use him as a punching bag. 


No, I just want my husband's damaged phone to be replaced under the warranty I am paying for. I don't think I am being unreasonable. 


I have called the store today requesting to speak to the store manager. That was almost 5 hours ago, and haven't heard back. I emailed the store at 10 am as well, and have not had a response. Mind you, these phones have cost me over 10 hours of my time trying to fix the mistakes that have been made by Best Buy & Geek Squad.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Formal Complaint - Holland, MI store

Good afternoon, HKO,


Welcome to our community forums. I appreciate you taking the time to let us know about your experience with these Geek Squad Protection plans. Having had several phones stop working over the years, I know how important it is to have the peace of mind that these provide. While it sounds like our store employees have thoroughly reviewed possible options to assist you, I would be glad to take another look.


I'd like to begin by reviewing your case history from last year. I will need to gather a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone 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 response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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