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Posts: 1
Registered: ‎11-22-2018

Terrible Experience with Apple Care purchase

I purchased an Apple Iphone X from Best Buy with Apple Care about one year ago. I wanted to insure my phone because it was expensive. At the time, I was told that I could either pay for AppleCare all upfront or do what most people do (pay in increments monthly) so I chose the latter. I had faithfully made all payments for 4-5 months. However, during that sixth month, my bank temporarily froze my card because of a possible fraudulant charge and my payment to Best Buy did not go through. Best Buy did not notify me that my charge did not go through. They also did not notify me that I had 14 days to rectify the situation. As a result, I lost Apple Care coverage, and they did not notify me about that either. I went 8 months thinking I had coverage on my phone. None of these rules were explained or provided to me at the time of my purchase. 


Now I need to repair my phone and will have to pay the full price. Not only that, my expensive phone will now remain uninsured because Best Buy failed to notify me of a failed transaction that I could have fixed. I spoke with customer care and they told me that they don't notify customers and that all I could do was write a review. Other providers have told me that they would have provided notice to the customer if a payment failed to go through, alarming me to my jeopardized insurance status. I now want to recommend to everyone to purchase all phones through Apple or service providers directly. I should have, but I had positive experiences with Best Buy in the past. It appears that it is easier and safer now buying directly elsewhere because Best Buy is not transparent with its customers.

Best Buy Employee
Posts: 1,730
Registered: ‎01-09-2015

Re: Terrible Experience with Apple Care purchase

Have you added Best Buy to your safe senders list? I ask because some email services are overly aggressive with their spam filtering. I received emails both times with the link to update my payment method. The first was due to an expired card and the second time was when my credit card was compromised. This would have been the delivery system for your notification.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Registered: ‎08-08-2017

Re: Terrible Experience with Apple Care purchase

[ Edited ]

Hello felix127,


Welcome to the forum, and thank you for reaching out to us.  We appreciate your patience while waiting for our response during this busy holiday season.


It’s a great idea to protect your valuable purchases—especially something so fragile and important as a mobile phone—with a protection plan of some kind.  I, too, chose to pay off my AppleCare plan for my iPhone in monthly payments since I tend to trade my phone in every year, so I can imagine how shocked I would be if I discovered my protection plan was cancelled months ago.  I am honestly sorry if you never received a notification of the billing error with your recurring charges.


With apologies, AppleCare and Geek Squad Protection (GSP) plans are underwritten by insurance companies and these plans cannot be renewed once they have expired.  I truly wish there was another recourse we could pursue in the matter, and I apologize for the obvious inconvenience.  I would like to echo @jdogg836's recommendation of adding to your contacts or whitelist to ensure our messages are not blocked by your email’s spam filters moving forward.


Thank you for taking the time to join our community.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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