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Posts: 2
Registered: ‎04-29-2021

Terrible Experience @ Best Buy Hyannis, MA

My 100% operational iPhone indicated that it may need “battery servicing”. It automatically showed me the closest authorized Apple Service Center, automatically provided a choice of dates/times to automatically make an appointment. On April 28, 2021 I went to Best Buy Hyannis, MA at Cape Cod Mall for the scheduled 12:20 pm appointment. Once there, my 100% operative iPhone had “diagnostics” run, and I was told that it needed a new battery. I was told it would be about 2 hours, to come back at 3 pm. I was charged $73.31 for the battery (with tax). I came back at 3pm and was told to wait 30 more minutes as the battery was charging and they needed to run another diagnostics.


After 40 minutes the I was told the battery was replaced but my phone no longer worked. They did not know what occurred. I said this was unacceptable, put the old battery back in and give me back my working iPhone. I was then told that Best Buy had “taken possession” of my iPhone and would not give it back to me. After a lengthy back and forth with a young woman/assistant manager who told me “no one made you come here, it was your decision”, and then offered to sell me another phone after refusing for the umpteenth time. to return my phone. I was stunned at the lack of any semblance of customer service, understanding, or management skills, on the part of the assistant manager. I said I felt I had no other option than to call the police to get my property back.


Around this time another customer who brought in an iPad, yelled, “Give me back my iPad and give him (me) his phone back, he paid $1000 for it!” Several customers were now listening to this absurd incident. The assistant manager and check in tech disappeared to the Geek Squad backroom/repair area and now knowing the police were on the way came back and said that she - with GM approval had made the “one time” decision to give me back my phone, BUT...a new battery was put in but now they told me the cameras don’t work, Siri doesn’t work, and phone calls can now only be made using speaker phone.


The police showed up and took my statement, and then spoke with the assistant manager. The police agreed that the way Best Buy handled this was not good and that I probably need to contact corporate with the matter. I did so today, April 29, 2021.


I called the listed Best Buy customer service number and got connected with “Hernan”, a nice person who listened to my entire story and agreed that it portrayed Best Buy in very poor light. Ultimately, he said I needed to speak with someone else regarding my wanting to be refunded the $73.31 paid to have my iPhone ruined, then held hostage. I was transferred to “Hashaui” who after having me battle a language barrier for nearly 30 minutes transferred me to “Leslie in Geek Squad” who once again needed to hear my story, only to tell me that she could NOT take care of the refund and that I needed to go back to the store.


I am NOT going back to that Best Buy to deal with, and get frustrated by, total incompetence on that sales floor. I have been in communication with Apple who is helping on their end with the mess that Best Buy created. I would be surprised that Apple would want to continue with their brand being associated with Best Buy if this is an example of how Apple, and Apple Service, is represented.


Will someone, anyone, with Best Buy take care of this and issue a refund for this terrible - and now very costly to me - event? If I do not hear from you ASAP, I will contact my credit card company on this charge.

Posts: 11,122
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Registered: ‎11-10-2008

Re: Terrible Experience @ Best Buy Hyannis, MA

Best Buy does not take posession of a customers phone and keeps it "like that" but if a service is rendered and it's not paid at the time, they may keep it until the service is paid for which at that time, you can file a complaint if your repair was not to your satisfaction.


A car dealer works in the same fashion too.

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
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Registered: ‎11-29-2016

Re: Terrible Experience @ Best Buy Hyannis, MA

Good morning, User1264674,


Although I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to share your experience with us.  Having to deal with a phone that is no longer functioning as expected would be frustrating enough, but to hear your experience turned sour at our Hyannis, MA location after what should be a straightforward service is especially disheartening.


I’d like to take a closer look into this repair service further and offer any additional assistance I can, however, I’ll need some additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your service order number


As mentioned, you’ll want to use the blue “Private Message” button in my signature to keep your private information out of the public view of our Support Forums.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Hope to hear from you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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