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Posts: 1
Registered: ‎08-29-2021

Geek Squad Broke My Phone Performing 'Simple' Battery Replacement

My iphone X is about 4 years old, never had a single issue until 8/18 when the battery was no longer holding a charge past 20%. I checked battery health on the phone and it said that it needed a replacement. I went to Best Buy because they are an authorized Apple Repair shop.


First Best Buy Geek Squad Appointment:

Thu 8/19

12:40 p.m. ET


Battery was not holding a charge. Have had the phone for about 4 years, with this being the only problem the phone has ever had.


Geek squad ran diagnostics on the phone by “Peacock”. Told me that the battery needed to be replaced. He also reported that the Face ID was broken, although this turned out not to be true as we tested this in-store.

Purchased battery replacement. Was told the battery was not in-stock, and needed to be ordered, that it would arrive to the store in 1-3 business days. Best Buy would call me when the battery arrives, I would come in the store and they would replace the battery and it would be a simple repair that would take less than 45 minutes.



Waited 5 days, did not hear from Best Buy. Called Best Buy support. Could not reach anyone at the Owings Mills store. Spent 3 hours on the phone with Best Buy national support. Best Buy support said the order receipt for the phone battery replacement said that service was already completed. This was not true. Best Buy support said the battery purchase process was not followed properly by the Geek Squad at the Owings Mills location. I was then transferred to Best Buy’s ‘Parts Store’ to find out information about the shipment of the battery. Part’s Store could not confirm if the battery was delivered to Owings Mills Best Buy. They submitted a ‘form’ and I was told the Store would notify me in 24 hours.



I waited 24 hours, did not hear anything from the store. Spent 2 hours on the phone with support trying to contact the Owings Mills store with no success.


I drove to the store. Waited in line for 30 minutes at Geek Squad before being helped. Spoke with Jon. Jon checked and said the battery was in-stock and that they would replace the battery in my phone. Waited 2.5 hours at the store. When the work was finally completed, I was told that the battery as well as the phone screen was replaced because the screen was damaged during the process. Upon further inspection, the glass on the back of the phone was now scratched, deep enough that it can be felt when running your finger across the phone. Later that night, the phone screen became unresponsive. No longer responds to any touching, pressing, etc. THIS WAS NEVER AN ISSUE BEFORE THE SCREEN WAS REPLACED BY BEST BUY.


Now, my phone is useless. I’ve spent $75+ on a battery replacement that has led to a completely broken and useless phone. I’ve wasted 5 hours on the phone, 5 hours in the store, 4 hours driving back and forth to Best Buy, not including my time here today.  Before I came to Best Buy my phone had a trade in value of $200. Now it’s worthless.


This needs to be resolved or I will be filing a complaint with the Better Business Bureau.

Posts: 6,255
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Registered: ‎08-21-2017

Re: Geek Squad Broke My Phone Performing 'Simple' Battery Replacement

Welcome, nzgorski,


Thank you for taking the time to visit us here on our community forums. I use my phone for nearly everything so I can how big of an impact having this screen working incorrectly would have. I appreciate you letting us know about your experience and would be glad to see how I may be able to best assist you. 


Generally, the store that completed this repair would be best suited to review what options are available moving forward. Have you been able to speak to a store manager at this location? If you'd like, I would be glad to reach out to this store on your behalf.


Please let me know what I can do to help at this time!

AndrewB|Social Media Specialist | Best Buy® Corporate
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