Best Buy Repair Support

[Ncortez102]

Hello. I purchased my Samsung galaxy note 20 in September of 2020 along with a 2year geek squad accidental protection plan. 3 weeks ago I accidentally dropped my phone and cracked my screen. As per the plan I purchased, I would pay $60 and have my screen replaced. That is not the case apparently. Geek squad called me to cancel the appointment made because they needed to get certified to work on Samsung phones and had no parts available for 3 weeks. Claimed that I was on a list to be called back for repair on my phone. A month passed, so I called geek squad customer service. Geek squad customer service tells me that they can no longer repair Samsung phones, only replace and for the cost of $200. Mind you, this is after already purchasing the plan that stated they would. They can not explain why. So I called Samsung 2 weeks ago and they claimed it was because of the snow storms in Texas that they can not ship parts for another week. So, two weeks later (today) I called geek squad again to see what the updates in this situation is and again, same response. They are no longer fixing Samsung phones, just replacements and yet they still don't know why. I did not get this plan for $200 to spend another $200 again for a replacement. The customer service is very, very poor. Communication to the customer is bare minimum and there is no way you can ask a customer to utilize the, so called, only available expensive option with no reason behind it or help with the situation. I should not have a $200 deductible as my only option in a situation that no one can explain. This is customer service and value at its worst. Need assistance in this matter please.

[Meg-BBY Social Media Specialist]

Hey, Ncortez102,

Thanks for reaching out to us regarding your Geek Squad Protection Plan, (GSP) and welcome to the Best Buy Forums. I'm sorry to hear that you've been having a difficult time getting a service set up to replace your broken phone screen, I can imagine how frustrating that can be! 

It sounds like the store you are scheduling with may no longer be a Samsung Authorized Service Provider. These Samsung repairs are not a part of the GSP, however with GSP, a screen repair through this Samsung service is $60. Because this program is not a part of your GSP,  you may need to pay for any service fees associated with a repair/replacement of your phone per the Terms & Conditions of your plan. 

I would recommend to schedule a service with a different Authorized Repair Service Provider here if possible. Otherwise, I would check the Terms & Conditions for your specific plan to learn more about associated service fees.

Please let me know if there is anything else I could help with!

Best,

[Ncortez102]

Hello and thank you for your response. I was told that the Conroy Rd. In Orlando FL. Was the only location that serviced Samsung phones. Can you please give me a list of other places I can go to without any issues to repair my screen?

[Meg-BBY Social Media Specialist]

It looks like that is correct, based on the "Schedule your service" section of this page.  Is this the location that you went to that was unable to repair your screen? There may have been an update in their offerings that has not yet been reflected on the website.

Best,

[Ncortez102]

yes. that is the location. 

[Meg-BBY Social Media Specialist]

Ah, I'm sorry to hear about that. I'd be happy to reach out to them to confirm they are no longer part of this program. If they are not, then it is likely that the only option would be to replace your phone as they mentioned. Please send me a private message, utilizing the link in my signature below, with your full name, email, and phone number and I can get started. 

Best,