02-06-2019 07:59 PM
02-07-2019 02:39 PM
Ensuring your cell phone is protected for those what-if moments is very important. A Geek Squad Protection Plan is a great option for that protection. We’re sorry to hear that you don’t feel the same way. Thank you for joining our community to share your experience with us.
Select Best Buy locations are authorized to work on Samsung devices in-store and the number of locations we have that can do that kind of work are growing. We’re sorry to hear that your local Best Buy isn't a Samsung Care Authorized Service Provider and filing a claim was the only available to you, under your Geek Squad Protection Plan terms. We appreciate the time you’ve taken to share your feedback with us regarding the options you were provided. Please give our Geek Squad support teams a call at (800) 433-5778, if you feel like the device you received may be faulty. They’d be best positioned to continue to assist you further.
|Mariah|Social Media Specialist | Best Buy® Corporate|
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02-07-2019 08:11 PM
02-07-2019 09:13 PM
With apologies for the frustration you are seeing, I just want to chime in and add a little clarification to the official answer Mariah-BBY provided. These programs, Geek Squad Protection (which you purchased) and the Samsung Authorized Service Provider (available in select locations) are completely separate from one another. Mariah linked the terms and conditions for the Geek Squad Plan you purchased, this includes a table containing all service fees and deductibles associated with warranty work: https://www.bestbuy.com/site/geek-squad-protection/cell-phone-protection-plans/pcmcat280100050014.c?...
The Samsung Authorized Service Provider program is not guaranteed within the Geek Squad Protection Plan you purchased as it is in a limited roll-out. Work performed like this is essentially Geek Squad Associates acting on behalf of Samsung, your phone manufacturer. We also have the same thing for Apple devices, also in a limited number of stores. Due to the additional training needed to replace screens in store, as well as the necessary hardware to perform these repairs to the manufacturer's specifications, these services are not available everywhere. As I stated before, these services are not guaranteed in your Geek Squad Protection Plan.
02-07-2019 09:33 PM