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Posts: 1
Registered: ‎11-09-2019

Formal Complaint with Geek Squad

[ Edited ]

Good Morning,


I turned my Surface Pro into Geek Squad a few weeks ago to be replaced due to a cracked screen. I had turned the Surface in WITH my type cover. I got a new surface on 11/08/2019 however the surface didn't have my type cover along with it. I was told there was nothign they could do because it wasn't listed under the accessories. I called and complained to the store the next day after double checking my house. The gentlemen said he would escalate the ticket but doubt anything will happen because the type cover wasn't listed under the accessories. Its not my fault you guys didn't add the type cover under the accessories. On the Service Order Receipt it shows for the product description "SURFACE PRO CORE M W/ TYPE COVER". So the service department that my surface was shipped off too recognized the type cover was on the surface and documented it. BUT since geek squad didn't put under accessories you guys won't give me my type cover back? This makes no sense to me. My service order number was {removed per forum guidelines}. I just want my type cover back so I don't have to waste my money and buy another one. If I have to buy another one it definietely won't be through Best Buy and neither will any future business.


Store information where I turned my Surface in:


Utica MI

45520 Utica Park Blvd

Utica Mi 48315




Nick {removed per forum guidelines}

Posts: 1,362
Topics: 17
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Registered: ‎10-03-2017

Re: Formal Complaint with Geek Squad

Hello, Nick,


Thanks for reaching out!


It's unfortunate to hear that your type cover has seemingly gone missing. We aim to ensure that at check-in we notate all accessories included with the device and any lapse in this process can lead to a lot of issues. Nonetheless, I'd love to see if I can help in any way. To get started, could you please shoot over your full name, email address, phone number, and service order. Once I have that, I can go ahead and see what we can do from there!


Dave | Best Buy Corporate

Dave|Social Media Specialist | Best Buy® Corporate
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