05-09-2019 07:28 PM
05-10-2019 09:39 AM - edited 05-10-2019 09:41 AM
Thanks for making your first post with us.
I apologize for any confusion in regards to the terms and conditions of your Geek Squad Protection plan. My understanding is that any time a service fee may be required when placing a claim under your monthly protection plan for a mobile phone.
It sure can be frustrating when our tech doesn't behave in the way we expect it to. As I haven't seen your phone, I'm not sure of the precise nature of the issue you are encountering. If you are able to, backing up (may be able to be done through a computer if you are unable to access menus in the phone) and then restoring the phone may resolve your issue. If you are unable to access menus inside of the phone to perform the reset, you may be able to use the buttons on your phone, instead. Please keep in mind that restoring the phone will remove any data, apps, and settings, so backing your data up is highly recommended prior to restoring the phone.
You may also have software support options available to you directly through Samsung.
I hope this information is helpful!
05-10-2019 03:34 PM
Thank you for responding. It makes no sense to have to pay for this service when the issue is more than likely from a software download (I took it to sprint after the geek squad tech wouldn't even touch it and asked if it was charged). I guess I did not realize that your insurance plan charges for hardware issues that are not caused by the consumer. I do know now and will not be utlizing this service ever again. The phone continually power cycles and I cannot get into the system (that also means I cannot get into my sprint online account because they want to send a text to my phone to enter it. Thank you.
05-10-2019 03:46 PM
05-10-2019 03:48 PM
Hello, no, I did not try that. I cannot tell if the phone is on or off, as when I push the power/volume button it just briefly says "Samsung Galaxy s8" and then that disappears. Today it is not even doing that. I will not put it on the charger and see what happens.
05-10-2019 03:51 PM
05-10-2019 05:19 PM
I sure will but I do hope you all see this from a consumer's point of view. Paying a monthly fee and then an additional $200 (this would be the 2nd time because this happened 8 months ago) is not customer friendly. If I paid the $200 again, I would have more than paid for this phone AGAIN. Thats a rip-off for consumers, especially for a continuing issue.