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New Member
Posts: 5
Registered: ‎02-19-2021

Greek squad broke my phone and blamed me for it

I have a crack in my note phone and have it to the hell squad to replace the screen. They ran all diagnostics, took the SN and EMIE number, I even have them my unlock code so they can run diagnostics after screen replacement.
The next day they called me and told me that they can't fix my phone and that the phone didn't turn on.
They proceed to blame me for dropping it (which I didn't, the screen was cracked by another phone pressing against my phone)
At the store the store manager continues to deny responsibility and claimed that the phone wasn't powering on when they got it, no matter that they didn't put this on the ticket, they got information while the phone was powered on.
They told me that they wouldn't take any responsibility of help me in any other way.
Asked for their insurance and was given a phone number for corporate which denied to help me in any way.
I have been loyal best buy customer, I am elite plus status for the last several years, I used to work for them in college. Really disappointed the way they treat their loyal customers.
I guess lack of competition would do that to a business.....
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Posts: 6,134
Topics: 212
Kudos: 410
Solutions: 308
Registered: ‎08-21-2017

Re: Greek squad broke my phone and blamed me for it

Good afternoon, uzunoff,

 

Welcome to our community forums and thank you for letting us know about your recent experience with this phone repair. I use my phone for nearly everything so I can understand how big of an impact it would be if you could no longer use your phone. I would be happy to help explore what options we may have to assist you at this time.

 

Which store location did you visit? Do you remember the name of the store manager you spoke to? I'd also like to review your repair service and will need a few more details in order to do so. 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. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-19-2021

Re: Greek squad broke my phone and blamed me for it

1, I gave a working phone to Geek Squad for screen replacement

2. They gave me back a phone that is not working

3. They say there is no hardware or software issue with the phone

4. The phone has scratches and no longer turns on after they worked on it

5. they are not at fault and are not going to do anything..

 

 

Do I have this right???

Posts: 6,134
Topics: 212
Kudos: 410
Solutions: 308
Registered: ‎08-21-2017

Re: Greek squad broke my phone and blamed me for it

Good afternoon, uzunoff,

 

Thank you for posting again here on our community forums regarding this matter.

 

I see that Sean provided our official response regarding this matter via private message. If any more information becomes available we will send you an additional private message.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-19-2021

Re: Greek squad broke my phone and blamed me for it

The answer was what you are saying is true, but we really don't feel like we are responsible, so we woudn't do anything

Posts: 4,855
Topics: 52
Kudos: 343
Solutions: 296
Registered: ‎11-29-2016

Re: Greek squad broke my phone and blamed me for it

Good morning, uzunoff,

 

I apologize if there was any confusion from my previous message last night.  To clarify, your phone’s motherboard appears to be damaged.  This was not something our Geek Squad would have been able to determine during the check-in process, nor would it have been discovered until the cracked screen was attempted to be replaced.

 

We’ll be unable to offer you compensation for this matter, and I apologize for any further disappointment this news may bring.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-19-2021

Re: Greek squad broke my phone and blamed me for it

My phone was working when I dropped it off, and not working when I picked it up.
According to the technicians there is no sign of physical damage to the motherboard. I fail to understand how is it possible something to work one minute and not the next when the phone is opened without a sign of damage.

Or maybe the technician shorted the mother board by mistake. Which is fine, everyone makes mistake, just own up to it and take responsibility. Instead of first blaming me and later coming up with illogical explanation.s....