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New Member
Posts: 6
Registered: ‎11-23-2009

Greek squad mobile phone insurance

I am absolutely through with Best Buy’s insurance plan and if this is not rectified will NEVER deal with you all again. My Samsung galaxy 8 did a software update and my phone crashed. I took it to sprint and they said it was a software issue and should be covered by Best Buy’s insurance plan. Best Buy is telling me because this is a phone that I received after using my insurance months ago, I have to pay another $200 deductible again to get another phone. This is a Samsung issue, and is through no fault of my own. Why in the world would I pay for this? Greek squad didn’t give a crap, wouldn’t even try to repair it. I will never buy anything for you all again. This is worst plan and customer service I have ever dealt with. I hope others learn from me just go directly to their phone service provider for an insurance plan.
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Posts: 575
Topics: 23
Kudos: 174
Solutions: 37
Registered: ‎11-30-2015

Re: Greek squad mobile phone insurance

[ Edited ]

Hello, NSC24,

 

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!

 

Helpful Links:

Geek Squad Protection Terms and Conditions

Back Up Your Mobile Device

Prep Your Phone for Trade-In and Perform a Factory Reset

Samsung Support

How do I Perform a Factory Reset on my Mobile Device?

 

 

Regards,

 

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎11-23-2009

Re: Greek squad mobile phone insurance

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. 

Posts: 575
Topics: 23
Kudos: 174
Solutions: 37
Registered: ‎11-30-2015

Re: Greek squad mobile phone insurance

Hi, NSC24,

Have you tried letting the battery run down completely so that it powers off, then recharging and repowering the phone?

Regards,

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎11-23-2009

Re: Greek squad mobile phone insurance

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. 

Posts: 575
Topics: 23
Kudos: 174
Solutions: 37
Registered: ‎11-30-2015

Re: Greek squad mobile phone insurance

NSC24,

Thanks for letting us know. We look forward to hearing your update.

Regards,

Fey|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: 6
Registered: ‎11-23-2009

Re: Greek squad mobile phone insurance

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.