Best Buy Repair Support

[Huskydog24]

Let me explain why I'll never buy a phone from best buy again

Buy new Samsung s9+, nice case, and screen protector

Buy 2 year protection plan for $159. Told it will cover any accidents. Little did I know.

8 months later I drop my phone and crack the screen. All my friends are carrying on how its gonna cost to get it fixed. I say no worries guys. Got a best buy protection plan, they got this.

I get there with nobody being waited on, and I still have to make an appointment. OK fine, wait a hour for my appointment, then still wait in line for 15 minutes.

Get there and I'm told it will be a $199 deductible to replace the phone.

What?

I just want my screen replaced.

Oh I have to replace the whole phone? So grand total to fix my screen will be $360.


199 is literally what it costs to have it fixed at a local shop and I could have saved the 159 and I wouldn't have to wait days to have a phone again.

No. That is ridiculous. That's not insurance.

When you have a small fender bender you don't replace the whole car.

FYI I typed this on my still fully functional phone.

I will never buy a phone from best buy. I regret ever recommending people to this protection plan. It is a joke. I should have just went through my provider for insurance.

[KyleR-BBY Senior Social Media Specialist]

Hello Huskydog24,

Welcome to the Best Buy Community forums. Thanks very much for reaching out about the poor experience you had with your recent phone repair.

We do offer repairs on select Samsung Galaxy phones in certain stores. You can see the list of stores here. In situations where we don’t have a local repair location, or where a phone cannot be repaired, the phone will instead be replaced by mail, with an associated service fee, as with most service plans.

You should have been informed of this service fee at the time of your purchase, and it is listen in the Terms & Conditions of that plan, which you received, as well.

If you no longer want the Geek Squad Protection plan, you can head on in to your local Best Buy to cancel it for a pro-rated refund. You can also call us at (800) GEEKSQUAD or (800) 433-5778 to discuss cancellation over the phone as well.

Sincerely,

[Huskydog24]

Sounds to me like the store really dropped the ball then. Because all I was told it would cover the repair. I specifically asked about it if I damaged the screen.

I also was not informed that they were unable to do the repair in house specifically on a s9+, just that the protection plan is all I needed. Had I known that I would have simply said no to the plan.

Your right, it is in the service plan, but there's a big difference between we can repair it and we have to replace it for 200 when the store is so eagerly selling me the phone.

I mean Samsung is such a common phone, how would I know that the place that sells so many wouldn't have the ability to make a repair?

Maybe you should call the people at the Augusta GA store and make sure the sales team knows what the store can actually fix before they sell something?

[KyleR-BBY Senior Social Media Specialist]

Hello again Huskydog24,

Thanks very much for your feedback on this. We absolutely want to be clear about the coverage on our Geek Squad Protection Plans when selling them, so I’ll be sure to reach out to the Augusta store to follow up on this, and make sure that they are giving our customers a full picture of the coverage they are receiving.

I hope that you’ll consider shopping with us again in the future. I’m confident that we’ll provide you with great service if you do.

Sincerely,