Best Buy Repair Support

[dlcook]

I purchased my Galaxy S10+ back in 2019. I have a crack on the side of the screen. My fault completely on that last part.

I made an appointment and went to the store to have the screen repaired through my GSP. They advised me that they could no longer repair the screen in the store and to call the GSP 888-237-8289 and they will replace it. So I called the number and found out that at this time Samsung wasn't sending them the parts to repair the screen so they would have to replace it for a charge of 199.99. I'm having a hard time figuring out how when I purched the plan the the screens could be replaced in the store for the screen repair deductable not the phone replacement price of 199.99. How is it my fault that you can't get the parts anylonger and now want to charge for a complete replacement?

I have been ripped off!

Sincerly 

David

[jdogg836 · Accepted solution]

You're referring to 2 different programs.  The $199.99 fee and providing a replacement device is, if you'll check the terms and conditions of the Geek Squad Protection you purchased, the standard process of utilizing your protection plan.  You can read the terms and conditions by selecting the plan and date range here: https://www.bestbuy.com/services/plans/termsconditions.html  You'll find that the service fee and replacement process is spelled out in it's entirety.

Repairing a damaged screen on a Samsung phone in store has always been limited to certain Best Buy stores, this is part of Samsung's Authorized Service Provider program.  Yes, having GSP adds additional benefits to this program but this program remains completely autonomous from the insurance.  You can read about that program here:  

https://www.bestbuy.com/site/geek-squad/samsung-authorized-service-provider/pcmcat1476123982741.c?id...

With that said, due to the COVID-19 pandemic many of the listed locations have suspended the program due to parts shortages, lack of certified staffing, or even local goverments's restrictions on store's abilities to open up fully for business.  Only your local store can speak to whether or not these services are currently being offered and the reasons they are unable to offer the services.  

[dlcook]

All I need is to have the screen replaced and they are saying that they can't do it because they can't get parts form samsung so the plan I bought and paid in full with my phone had screen replacement for 59.99 and now because you can't do that repair you have to use the replacement option for a cost of 199.99. I don't needthe entire phone replace just the screen. How is it my fault you are unable to live up to the GSP Plan with ADH

Please explain

[jdogg836]

As I stated, the link above for your plan shows replacing the phone for the $199.99 service fee *IS* living up to the terms and conditions of the GSP Plan with ADH. This is the service you have purchased and I have provided the appropriate links so you can confirm for yourself that the information is accurate.

Screen replacement for $59.99 is part of the Samsung Authorized Repair program, not part of the GSP you purchased.  It is only eligible at select locations, and only when parts can be obtained from the manufacturer, and only when certified staff is available to do so. In other words, this service is subject to availability and not guaranteed.

[dlcook]

I have read the terms, I have Geek Squad Protection Plan with ADH (“GSP Plan with ADH”) and under the terms the damage to the screen is covered. The cost of screen repair is 59.99. The only reason that they are trying to cahrge for replacement is because at this time they are unable to get the parts from samsung. So try again!

[jdogg836]

Yes the screen is covered, no we don't repair screens outside of the availability of the Samsung Authorized Repair Programs.

GSP Terms and Conditions:

Section 5.4 b - Mobile phone Product Specific information

Mobile Phones:

1. You will be required to pay a service fee as specified on your receipt ranging from

   $4.99 to $199.99 for each claim made on a mobile phone that is covered under the GSP Plan or GSP Plan with ADH Coverage (except when we only replace your battery on your existing device); and

2. Our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a store credit or gift card for your Covered Product’s current market value not to exceed the original purchase price including taxes, as explained in Section 7(b); or (b) if we have fulfilled 3 mobile phone claims during your Plan term (excluding claims where we only replace your battery on your existing device), as applicable, by replacing your device with a refurbished product.

The claim for your phone is $199.99 as are most flagship phones.  The method of fulfillment is a replacement.

You'll find no reference in this Geek Squad Protection Plan to "screen replacements" because it is not part of the plan.  As mentioned in both of my previous posts, screen replacement *IS* part of a Samsung Authorized Repair Program, subject to availability, and is currently suspended due to Samsung Parts availability, certified tech availability, and local business restrictions.  

I appreciate your enthusiasm around this, but a search of this forum will show this same question has been answered by the Moderators.  They work out of and provide official answers on behalf of the Best Buy corporate office.  I was merely taking their answer and providing you with the terms and conditions that support said answer.   Hang tight for the moderators, perhaps they can clear up the claim process as I have been unable to do so.