Best Buy Repair Support

[ppdcpgd]

I purchased a laptop for my grandson 15 months ago along with the 3 year accident drops protection. Just sent it to bestbuy for repair and got a message that it costs $239.73 to replace screen even though I have 3 year ADH protection. I spent 3 days talking to 3 people as to why I am being charged. First one sent me to a number in Kentucky ext 271 only to find out it does not accept calls. 2nd one said someone would call me to explain but all I got was another email. 3rd one assured me someone would call me to explain why the 3yead ADH did not cover a screen replacement but all I got was another email saying I needed to pay to repair. I can’t get anyone to answer why it’s not covered. Tried to call the store but it just goes to a recording. Does anyone in customer service actually try to help or explain issues? It just seems to me that a bad screen should be covered with the 3 year warranty I purchased This is totally frustrating as no one seems to care or willing to explain why

[Melissa-BBY Senior Social Media Specialist]

Hello, ppdcpgd, 

Thanks for reaching out about the repair for the laptop that you purchased. I can certainly understand wanting to ensure that this was protected if anything happened, and finding out there'd be a charge for the repairs is not ideal. 

I'd be happy to see if I can get some answers for you. Can you please send me a private message with your full name, phone number, email address, and the service order number? To send me the message, you can use the link in my signature below. 

Sincerely,

[ppdcpgd]

Hello and thank you.

Robert {removed per forum guidelines}

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Order#{removed per forum guidelines}

[Melissa-BBY Senior Social Media Specialist]

Hello again, 

Can you please send that information to me via a private message? We do not permit this type of info to be posted publicly on our forum. There's a button in my signature to send the private message. 

Sincerely,

[ppdcpgd · Accepted solution]

I had great difficulty in trying to resolve issues with laptop repair. Several phone discussions with people who didn’t understand or make much effort to resolve the issue
That was until I posted on here and met Melissa. She is an asset to BestBuy!! She listened to me and researched the issue and found the problem and resolved it. She should teach BestBuy customer service to employees. Melissa is truly an asset to BestBuy

[Melissa-BBY Senior Social Media Specialist]

Hi again, ppdcpgd!

Thank you for the kind words. It was my pleasure in figuring out what was going on with your repair and getting that fixed for you. I hope that the laptop works well for your grandson. 

If there's anything else that you may need in the future, don't hesitate to ask!

Best Wishes,