02-21-2021 01:06 PM
Back Story.... In January 2020, I went to Best Buy in Waldorf Maryland, as my Samsung Note 9 had stopped working due to a cracked screen. I was informed that I was eligible for an upgrade. Rather than execute a claim, I decided to upgrade to a Samsung Note 10+. So, I’m in the Best Buy Waldorf location, and while he is setting up my phone, he asked if I wanted to add the Geek Squad insurance on my Note 10+. I replied "Yes". So, I walk out the store under the assumption I had coverage. Why did I have that assumption? 1. I had discussed it with the associate AND 2. I continued to be charged throughout 2020.
Fast forward to 2/12/21. Despite having a shatterproof protection shield, my screen chipped and the screen no longer worked. I went to Best Buy Pentagon City to initiate a claim for my Note 10+. Well, you can imagine my shock when I was informed, I did NOT have coverage. SURLEY, they were mistaken. NOPE! I was informed the insurance chargers were for my old, non-functioning Note 9. What the what? Why would I be paying insurance for a phone, I no longer used? It appears the Best Buy Associate, did NOT end the coverage on my old phone, NOR did he add it to my new phone. He then went on to inform me that the insurance on the NOTE 9, expired in 11/20. So I am screwed. I’m walking around thinking I have insurance but I don’t. Per the Best Buy associate. There isn’t anything they can do. I have to call to get this resolved. Instead, he suggested I buy an open box phone, so I am not totally disconnected from the world. I have 14 days to return this phone.
Today is 2/21. I have been attempting to resolve this matter since 2/12. I am being punished due to an error by the associate. I have been on the phone for HOURS!! I have repeated the same story no less than 15 times. Why? Because they do not take/add notes in the system, so every time I am transferred, I have to repeat the story. Then I’m put on hold and transferred again. At one point, I was on hold for 1.5 hours and they hung up on me. This happened 3 times. I am running in circles. I have repeatedly asked to speak with a Manager, to no avail.
I would like a Regional Director to contact me.
02-22-2021 03:53 PM
Hello, NHarden, and welcome to our online community!
Thank you for posting on our forum for support, although I hate to hear about the situation you're facing with your phone. It's always a good idea to have insurance on your important devices, and I would be expecting to get my phone screen fixed if I had been continuously making insurance payments on it as well. I'd like the chance to look into this and see how I can assist.
To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.
All the best,