Best Buy Repair Support

[Kristink]

My cell phone screen began to break 3 months after I purchased my phone. I went to a cell phone repair shop to have it looked at. They told me it should be covered under warranty and was pricy. Took my phone back to best buy to have the zagg sheild replaced take to them about the mysterious black spot and was advised to wait until it got worse. They told me you have the protection just wait to fix it and come in before the warranty was up so, I waited.
My warranty was expiring so I decided to take my phone in and get the spot fixed. Got to the store and was advised they are not authorized to fix it but another store 40min away is. They could rapid replace it via mail but there was a $200 charge. I paid $170 for the warranty and was told that the screen repair was free.
Called customer service confirmed it was free. They transferred me to billing who read the contract and advised me not to pay. Called again later that day to confirm before scheduling an appointment 50 min away from home.
Scheduled my appointment and got a call that morning canceling my appointment because they cannot fix the phones as they are not contracted with Samsung to fix them and they can only rapid replace. I advised my phone did not need to be replaced and is only in need of a screen repair. They advised there will be a $200 charge or I need an RIN or REN(unsure of the actual name code issued from corporate to return it).

So, I start calling the 1800 number again and have now spent 10 hours of my life dealing with best buy getting no where. I have been unable to speak with a manager or supervisor this entire time. They advise me they are chatting with supervisors and I've will call me back but they never do. I spoke with a customer service agent who advised me a $200 gift card could be issued to cover the rapid replacement fee and a supervisor would contact me the next day but I am yet to be contacted days later. The store insists there would be a fee and refuses to call corporate and give them the reference numbers. Another store worker suggested I just try to get the $170 back for the accidental policy but no one seems to care about any of it. Everytime I'm being transferred to a manager I get disconnected. No one ever calls back even though they verify the ohine number everytime to call back if you do get disconnected. I'm disgusted with the way I've been treated and the amount of time I've put into this issue. All of our electronics come from best buy but this experience has really left me with a bad taste. I don't understand why i am being told ill be called back and corporate will issue a gift card and no one does. My warranty ofcourse expires in a few days ago im sure at this point nothing will happen. There's no emails available to contact anyone and the 1888 number customer service workers clearly aren't following up and doing anything to help.

[Kayden-BBY Social Media Specialist]

Hey there, Kristink!

Thank you so much for reaching out and joining us here on our community forum. However, this is far from the experience we want for any of our customers. As we strive to provide a world-class experience, I am concerned that me not be the case here. Considering how often I use my phone, I know how much of a hindrance it can be when you experience problems with them.

With that being said, I would be more than happy to investigate further and properly document this for internal review here at our Corporate Campus. In order for me to do so, kindly private message your:

full name

phone number

email address

All the best,

[Kristink]

I messaged you yesterday.

[Kayden-BBY Social Media Specialist]

Thank you for confirming, and your patience! I have received and replied to your private message.