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New Member
Posts: 5
Registered: ‎09-22-2021

GeekSquad iPhone Repair Still No Phone No Resolution

Hello Best Buy Manager,

I would like to explain my current and ongoing issue with your company. I originally took my iPhone in to get fixed with the GeekSquad in Tukwila, WA. The IPhone 7 I brought in, was having intermittent service issues. This was a known Apple service issue and due to Apple not having any available appointments, I was told I could make an appointment with the GeekSquad at no additional service cost for the full repair. The phone was received by Best Buy and I was given a loaner phone while the Geeksquad coordinated repairs with Apple. About 30 days later, I received a call informing me my phone was ready for pickup. On September 16, I went to pick up my iPhone and the associate gave me the “repaired iPhone” when I went online to set it up with my carrier, Boost Mobile, the site said it wasn’t compatible for service. Then I called Boost Mobile and they confirmed this phone would not work and that it was the wrong phone. The next day, September 17, I worked all day in Seattle then drove to Tukwila Best Buy on my way home for the second time that week to figure out the issue. On this afternoon I spoke with the Best Buy associate, he inspected the phone then proceeded to tell me “we shouldn’t have given this phone, we have sent your phone back to Apple for a second time. We marked the phone as abandoned” I was GIVEN ZERO NOTICE that my iPhone needed to be picked up IMMEDIATELY after you guys received it back from Apple. I came in a week after receiving the voicemail and I was given a phone that wasn’t even my phone, it was a mistake. On this same afternoon (September 17) I spoke with a supervisor and they proceeded to tell me “This is no longer a Best Buy problem, you need to go to Apple to figure this out, we can’t help you”. Since these two visits at Best Buy, my fiancé and myself have spent over 6 hours with Apple over the phone and in store and we still don’t have a resolution. I still do not have a phone. It’s not very convenient for me to go to Tukwila considering I live in Maple Valley. This needs to be resolved ASAP this is a repair that started with Best Buy and I’m BEYOND frustrated with this entire experience. Please contact me I’d like to get in touch with someone at Best Buy Corporate
Posts: 6,527
Topics: 226
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Solutions: 332
Registered: ‎08-21-2017

Re: GeekSquad iPhone Repair Still No Phone No Resolution

Welcome, Charliedcaldwel,

 

Thank you for taking the time to stop by our community forums and writing to us about your experience with this iPhone repair. I know I rely on my phone for nearly everything so I can imagine the frustration that this has caused. I appreciate you bringing this to our attention. I would be glad to see how I may be able to assist you moving forward.

 

Generally, the store that processed this repair would be best suited in helping you look into this. I'd like to review your case history and follow up with them to better understand what options are available at this time. I will need some more information in order to get started with this process.

 

Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Service order number

 

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message. 

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎09-22-2021

Re: GeekSquad iPhone Repair Still No Phone No Resolution

This is not the case. I received a voicemail saying my iPhone was ready to pick up in early September, the phone got sent into Apple for repairs and took a whole month to even get it back to the store. No one notified me after the first voicemail that my phone would be “marked as abandoned” I do not live close to Best Buy, my house is 35 minutes away so I wasn’t even given a full week to pick it up? That’s beyond ridiculous. I picked up the phone on September 16 (the incorrect phone) took it home and it did not work like I said before. I came in the following day and spoke with a manager and they said they could not help me with the repair and it was now an Apple problem. They were extremely rude, disrespectful and did not even try to help me get a working phone or a loaner phone while I waited to get my phone back, once again. This was on September 17 when I got off work around 4-5pm that day, I do not remember the managers name but I’m sure you guys are able to check who the scheduled manager was that day. I’m just absolutely baffled at this whole experience, I have a phone with no phone service for OVER A WEEK now due to this ongoing issue. Can we please come to a resolution? My fiancé and I have spent HOURS on the phone with Apple, at this point I’m exhausted dealing with the situation. This is a Best Buy problem and it needs to be resolved
New Member
Posts: 5
Registered: ‎09-22-2021

Re: GeekSquad iPhone Repair Still No Phone No Resolution

I only received an email and voicemail letting me know my phone was ready for pickup and thanks for choosing Best Buy, nothing else no other correspondence.
New Member
Posts: 5
Registered: ‎09-22-2021

Re: GeekSquad iPhone Repair Still No Phone No Resolution

I emailed the store directly a week ago and have received no correspondence. I don’t have a working phone for them to contact me which I why I also gave them my fiancé’s number and she has received no calls from Best Buy. I’m just looking for a resolution I need my phone to be fixed. I’ve been getting tossed around from Best Buy this is completely unacceptable.