Best Buy Repair Support

[KiaraT00]

So today July 8th, 2022, I went into my local Best Buy the only one I can reach. I had wanted to basically claim my warranty my two-year warranty on my Samsung phone. I went in, it took them a little bit, but they had basically said they could not do anything because it was saying it was expired even though today was the last day. So, the people at Best Buy had me called the Geek Squad number to see if they could do something. I get on the phone, I transferred to the person I need to talk to, go through this whole thing where I'm talking to the person on the phone and the person in the store, so I'm already frustrated that no one really knows the Best Buy policy or whatever. So, I talked to some of the in-store employees some say that the system won’t let them, some say because it takes a few days to process, so it already considered expired. So instead of a 2-year warranty it’s really one year and some warranty. Now I walked in that store probably around 5:36 I stayed until close which is 8. The manager could not do anything, the mobile manager could not do anything. The person on the phone could not do anything, and neither could the bridge people do anything. I am tossed around in the store manager to manager to person to person, as well as transfer to department to department calling the best phone number instead of Geek Squad just for everyone to tell me they had no power. That their Best Buy system have all the control, and no one could change anything. I am supposed to get a call early this morning from the general manager but apparently, he's going to say the same thing as everyone else. My whole family has been using BestBuy for many years and we love them they've always helped us. However not honoring a two-year warranty, not one year and some change, but the 2-year warranty is a scam. I even checked the policy and it said it would end on the day of. It just feels like they don't really care if you have Peace of Mind and I feel like I've been jerked around all day long. I feel like I've been cheated especially since they did the warranty for my computer that I had claimed the warranty on the exact date two years ago. so, it seems to me that they just pick and choose what they want. Best Buy just doesn't have somebody who can help me.

[hockeycanuckjc Community Veteran]

Why do you need to make a warranty claim? 

[KiaraT00]

You go in to basically say, hey I would like to use the warranty I bought.

[hockeycanuckjc Community Veteran]

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@KiaraT00 wrote:
You go in to basically say, hey I would like to use the warranty I bought.

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That does not answer my question, I had simply asked why you are requiring warranty service on your phone. If you don't want to disclose that's fine but help us understand why you need to use it. 

[KiaraT00]

My phone is broken. Its shattered the front and back glass. Sorry I didn't understand the first time you asked.

[JEzra-BBY]

Hello, 

Thank you for taking the time out of your day to contact us on our Forums. We always strive to provide the best customer service possible. Having a damaged phone is the worst! I have dropped my phone more times than I can count so I know how you might be feeling. I would like to see if I can assist you in any way or answer any questions you might have. Do you think you could send me a private message with your name, phone number, service order number, and email address? To send me a private message simply click on the message button in my signature. 

Thanks, 

[KiaraT00]

Updated: So even now the General Manager of the store says he has no power to do anything either. Sayong once the warnatty runs out there is nothing they can do. To which I know isnt true. Because if it is true the warranty runs out the night before then I how did they give me credit for my computer that I also did with the warranty the last day. So I know somone had the power to do somthing but they won't.

[jdogg836]

Wait, so this is the 2nd time you've had a product go bad within the last few days of coverage?  In my years as store leadership dealing with repairs and warranty coverage, I think I only ran into this 2 or 3 times total.  We were always thorough with validating coverage dates to ensure we were telling clients accurate information.

To explain how Geek Squad Protection dates work, we will go with a hypothetical purchase.  Let's say I buy something today, July 10th 2022.  I take possession of the item today and to ensure it's protected day one of coverage is today.  That means a 2 year plan bought would expire on July 9th, 2024.  The first day you get it isn't a bonus day or day zero or anything like that.  The dates of coverage would show up on BestBuy.com under your plans, that would allow you to confirm that what the leaders and General Manager were telling you is accurate.  

[hockeycanuckjc Community Veteran]

I agree with jdogg.