07-12-2019 09:47 PM
I took my phone in this evening for a battery replacement. It’s an iPhone 6s and I went to the north side Jacksonville location in River City. The tech ran a diagnostic on my phone and went ahead with the battery replacement. After 2 hours they tell me it’s done but that I have another problem. They say the charging port is broken and that it can’t be repaired. I need to pay $299 for a refurbished phone.
The tech said they should have caught it before doing the battery replacement and he didn’t charge me for the battery because of that. The problem is I never had any issues with the charging port before they got a hold of my phone. They didn’t find it in the diagnostic because t wasn’t there. They broke my phone and Now it sits at either 1 or 2% and won’t charge.
To repeate, the phone passed a diagnostic and the charging port was fine before they opened it up. Th I y broke my phone and now want me to buy another one.
I didn’t realize the exact damage that was done before I left the store. I had already waited 2 hours with my 2 year old daughter and was ready to go. The tech did confirm the phone was in the same working condition as when I dropped it off, but that was a lie. The phone that was is fine working condition when I took it in is now completely useless. And their solution is buying another phone for $299.
How is this in any way acceptable? Instead of repairing my phone it was returned in a completely useless state. What am I supposed to do next for recourse.
07-14-2019 11:50 AM
Thank you for connecting with us here on the Best Buy Forums, although I wish we were meeting under a better circumstance. I’ve had my iPhone for a while now, and the battery is not holding a charge like it used to. I can certainly understand why you’d want to get yours replaced, but getting it back with the charging port not working properly isn’t the outcome we’d hope for. After all, a new battery is no good if it can’t be charged.
This is not the outcome we’d want for any of our customers. Although we cannot make any guarantees to a different outcome, we’d be glad to look further into this for you. We will need to learn more about what took place, in effort to determine what options may be available. I noticed you recently sent a private message. We will be replying there shortly to gather more details from you. Please keep an eye out for a reply there soon.
07-14-2019 05:42 PM - edited 07-16-2019 08:21 AM
Thanks for reaching out to Sarah. She is away at the moment, and I have been asked to continue reviewing your concern.
Having problems with a phone not charging can be challenging. I am happy to learn that you have connected with the leadership team at the Jacksonville location in River City. Our team will be happy to follow-up with the leadership team, to learn who will be connecting with you regarding this matter.
Can you please share your full name, email address, and phone number?
07-15-2019 01:07 PM - last edited on 07-15-2019 06:08 PM by Bill-BBY
Hello Brett and thank you for clarifying the issue you're having with your phone.
As Karina mentioned, we may need to contact the store for more information but primarily to get their involvement in your phone concerns. I'll check to see if there's an email that's already been sent and if not, I'll get one out today.
Thank you for your continued patience.
07-15-2019 01:10 PM
I've spoken with management again and they've agreed to solve this problem for me. They're planning to exchange my now bricked phone for a refirbished iPhone 6s at the cost of the battery replacement ($49). Assuming that all goes smoothly this should be taken care of.
07-15-2019 01:15 PM - last edited on 07-15-2019 06:08 PM by Bill-BBY
That's great news and thank you for the update.
If you have any additional concerns or if you need assistance, please don't hesitate to contact us again.