Best Buy Repair Support

[walkerslastone]

Yesterday I took my iPhone XS Max to geek squad appointment in your store located in Visalia to have my screen replaced since it has been unresponsive. Apple care was suppose to cover the cost of replacing the screen. During the appointment, the employee told me he would try to hurry since he wanted to start his lunch break, when I asked how long it would take. The employee also forgot to have me fill out paperwork before he started repairing the phone, which I thought was odd. 20 minutes later he came back out and told me that he could not replace the screen because the security screws were stripped, and told me that dirt must of done that. I know that is not possible, and furthermore, only one screw was stripped so what he told me did not make sense. I have also had a case on my phone since the day I got it and me nor anyone else has attempted to open the phone besides the geek squad employee that was attempting to fix it. He told me to take it to the Apple store so that they could fix it, but during my Apple store appointment, I was informed that they would not deal with the phone since one of the security screws was stripped. They tried to investigate what happened, but since the geek squad employee did not have me sign anything, there was no record of me being there. They also told me that Apple care is not applicable for a replacement since they believe that a third party attempted to open it, when in reality it was an Apple certified geek squad employee. No one has ever attempted to open my phone besides the geek squad employee attempting to fix it, and now my phone is practically ruined.

[AndrewB-BBY Social Media Specialist]

Hi there, walkerslastone,

Welcome to our community forums. I know I use my phone for almost everything so I can understand how big of an impact it would be for yours to not be repaired correctly. I'd like to take a closer look at this to see what options we may have to assist you moving forward. I will need a few more details so I can start to research this. Can you please send me a private message with your:

Full name

Email address

Phone number

Were you provided a service order number for this repair with the Geek Squad? You can send me a private message by clicking the blue button at the bottom of my post across from my name. I look forward to hearing back from you.