06-29-2018 07:47 AM
I have a Galaxy S8 that I dropped and cracked the screen recently. I pay $11.43/ month for Geek Squad protection. I took my phone to the local BB store and was told they can't fix it there, and it would cost $149 to repair. And they told me I would get a refurbished phone to replace it. What am I paying for with the insurance?? And why can't I get it repaired rather than replaced with someone else's broken phone? I was told there were no BB repair stores in Charlotte, NC. Really? This is ridiculous. I got insurance through Geek Squad because I've been very happy in the past with service, but now I might switch my insurance back to Verizon.
Is all of this true??
07-02-2018 01:27 PM
Welcome to the forums!
Dropping your phone and cracking the screen sounds pretty painful on its own, let alone not being able to get it fixed. I am happy to address your concerns moving forward.
A few months ago I had to pay $200 to replace my son’s Galaxy S6 Edge due to a cracked screen, and because it is an “Edge,” there is no option to just replace the screen, and because the phone is worth $799 our service fee was $199.99. Needless to say, I definitely understand where you’re coming from.
Regarding your local store saying there are no repair stores in your area, unfortunately the closest Samsung Authorized Service Providers to you is in Knoxville, TN. We truly value our customer’s feedback and although, at this time, these are your options, I will be sure to share your feedback surrounding the fee and not having any authorized service providers in your area on a corporate level for internal review. We take our customers feedback to heart and rely on it to find ways to improve our processes.
Please, using the blue “Private Message” button, private message me with your order number, full name, phone number, and e-mail address connected to your BestBuy.com. I appreciate you taking the time to write us about this, and I apologize for the inconvenience this may have caused you. I look forward to hearing from you.