02-11-2019 01:50 PM
So, I purchased a Galaxy S8 from Best Buy about a year and a half ago. The sales employee told me I should buy the warranty, and that if my phone broke, they would be able to repair or replace it in store. This seemed like a good idea because it would save me time, and a Best Buy associate could help me transfer my data to the new phone if I needed help. Low and behold, my screen cracked last week, and I went to Best Buy to see if I could get it replaced under the Geek Squad protection plan. The associate told me that I would have file a claim and they would send me a phone, and after, I would need to send my old phone back once I had transferred the data. There are a few concerns I have about this.
First: Either one of your associates lied to me, or your policy changed since I purchased my phone.
Second: If your policy changed, the person who made that change doesn't understand your corporate advantage. The only reason most people purchase from Best Buy rather than Amazon is because of customer service and the ability to go to your store and get immediate help. If I have to wait for you to send me a device and then send my old device in, it really defeats the purpose. I can buy protection plans for a lot cheaper than yours from reputable companies, including one from Samsung themselves. This is an idiotic policy and you are ruining what competitive advantage you had. Phones are probably one of the most common things that need repairs or to be replaced, and offering this service in store not only satisfies customer's immediate need but also gets them in store so maybe they will buy something else or upgrade their phone while they are there. Your store is supposed to be high touch, and if you aren't high touch, then what good are you?
IDK why I'm explaining this to you, but I had to get this off my chest. And I will NOT be buying another geek squad protection plan for my phone unless this changes.
TLDR: Your upper management is stupid.
02-11-2019 05:18 PM
Thanks for joining us at the Best Buy Community forums. I know what a pain it can be to deal with a broken phone. Our Geek Squad Protection Plans are designed to make that process easier for our customers. I’m sorry that it seems like that isn’t the case here.
Under the Terms & Conditions of that plan, a claim must be filed unless there is a nearby repair location. You can check here to see if there is a repair location nearby. If not, you can file your claim online, here. You can hold on to that damaged phone until the new one comes in.
I apologize for the misaligned expectations around how our Geek Squad Protection plans are fulfilled. We always want to be as upfront as possible, and it sounds like we fell short here. I’m confident that the next time you shop with us we will provide you with much better service.
If you have any questions, please let me know.