Add Product

Search Results:

New Member
Posts: 1
Registered: ‎04-26-2019

Re: How to file a complaint?

On 12-9-18 my wife and I went to Best Buy and purchased a Samsung Galaxy Tab E Kids the sales person sold us a warranty for 2 years and we were told all repairs were covered under this warranty even if the screen was broken,dropped in water you get the point.Our  5 year old dropped and broke screen.On 4-6-19 my wife and I went back to Best Buy with our 2 year extended warranty with the tablet in the morning and were told by customer service you have to make a appointment so we did for 2 o’clock the same day so we left and came back and had to drop off tablet and they would check and see if it could be repaired or replaced.After numerous emails from Geek Squad a total of about 10 which said they are working on it then nothing until my wife called and they said they called we never got a call.So they said it couldn’t be fixed they would replace it come to store and pick up new one.So my wife went to store and they gave her a new tablet and a told her she had to pay $20.00 because tablet wasn’t on sale now Also $40.00 for new insurance policy because original insurance was now void because The tablet was being replaced.So what I would like to know is why is Best Buy selling insurance on this Tablet if when it brakes they void the warrantee and charge us for another policy or they said we can just get a store credit for the original purchase price.We are in our 60’s and what are we going to do with credit in this store.Hope someone replies thank you for the eye opening experience.

Posts: 2,756
Topics: 88
Kudos: 191
Solutions: 100
Registered: ‎09-29-2008

Re: How to file a complaint?

Hi Williamreynolds,

Welcome to Best Buy’s online community. I have seen the way that my kids mistreat their technology, and I am not surprised that added the Geek Squad Protection Plan (GSP) when your family decided to purchase Samsung Galaxy Tab E Kids.  For most tablets, Accidental Damaged from Handling (ADH) is something that is covered with the terms and conditions of the plan. However, a replacement because of ADH can fulfill your plan and will require to be purchased on your replacement tablet. For full details of the terms and conditions of the plan can be found here.


When an item is being replaced under the GSP, Best Buy goal is to replace it with comparable technology not to exceed purchase value. I will be delighted to review your purchase and see how I can best assist. Please send me a private message with your name, email address, and phone number. To send me a message, log onto the forum and select Private Message. 

I look forward to working with you,

Karina|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!