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New Member
Posts: 7
Registered: ‎12-31-2012

Geek Squad broke my phone during a battery replacement or during a REP Screen replacement

I've owned my Iphone X since Feb 2018 ( 3 years 7 Months ) and have had continured cell phone service on it

the entire time. There is an Apple REP ( Repair Extension Program ) aka recal on my screen for "Ghost touch"

where the phone reponds to touches that never took place. When i called Apple they scheduled a battery replacement

at my local Best Buy store on May 15th 2021 to rule out the battery pressing on the back side of the screen as the root cause.

After the battery replacement the orignal issue still remained. I called Apple and they authorized the replacement of the screen under thier REP progam on May 21st at an Authorized Apple repair facility nearest me which was Best Buy.

 

After the screen was replaced i began having intermittent issues with the replacent screen not responding to touch and i couldn't unlock the screen not even with Face ID. I would lay the phone down and try to unlock it later and it would evenually unlock until about 3 months in when it wouldn't unlock at all.

 

I called Apple and set another appointement up with the Geek Squad who said "See if Apple will pay for anohter screen"

 

I left the store with no way to call anyone and went right back in and spoke to a different Geek Squad guy and asked him to take a look inside and he returned and said " I think your board is bad ". 

I was wondering why he though the board was bad and i called Apple and they finally agreed to replace the faulty screen or so i thought. 

I lost my faith in Best Buy's Geek Squad and opted to send it to the Pros at Apple and only just today emailed me stating that they found a damaged dock connector on the board. Now i know why the Geek Squad said he thought

it was a bad board and not the screen. I went in with a working IPhone in May and 2 replacements parts later i have not IPhone. I called Best Buy and got not where.

Posts: 6,527
Topics: 226
Kudos: 523
Solutions: 332
Registered: ‎08-21-2017

Re: Geek Squad broke my phone during a battery replacement or during a REP Screen replacement

Good afternoon, Phe0nix,


Thank you for stopping by our community forums and letting us know about your experience with this repair. I know I rely on my phone for nearly everything so I can imagine how big of an impact this screen not working would have. I appreciate you providing a summary of what has happened so far and would be glad to see how I may be able to best assist you.

 

I do have a few more questions after reading this post. It sounds like this phone is currently being diagnosed by Apple, is that correct? Can you please provide some more information regarding the timeline of events? When was the last time you were at one of our store locations? When was your last repair appointment with Best Buy? 

 

I look forward to hearing back from you so I can continue to look into this.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎12-31-2012

Re: Geek Squad broke my phone during a battery replacement or during a REP Screen replacement

Apple support led me to believe it was the connection on the logic board that was bad.
As it turns out Apple Repair was really referring to the lighting port they say is damaged and it may be but it works fine or at least it did when I shipped it to Apple. I'm told they have already replaced the defective screen so everything should be just fine. My apologies for the post, Apple had me looking at the wrong thing. If bestbuy damaged anything internally Apple would have said so.
You may delete this post as I don't believe I have the option to.

Sincerely

David
Posts: 6,527
Topics: 226
Kudos: 523
Solutions: 332
Registered: ‎08-21-2017

Re: Geek Squad broke my phone during a battery replacement or during a REP Screen replacement

Hi there, David,

 

Thank you for taking the time to follow up and providing these additional details. I'm very glad to hear that you were able to get some clarification and everything seems to be working as intended.

 

Please don't hesitate to reach out to us in the future if you ever have any questions or concerns that we can help with!

AndrewB|Social Media Specialist | Best Buy® Corporate
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