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New Member
Posts: 2
Registered: ‎01-22-2019

The worse experience ever

I was misinformed on my recent visit to geek squad when I was told my phone had no damage and would be fixed free of charge due to my AppleCare. After signing a receipt saying everything was free , I returned to pick up my phone hours later being told that I needed to pay 99.99 for a new phone and they couldn’t repair my old. Upon getting my phone I was also told nothing was done but everything was erased. If this is how you get over on people it’s a shame, my phone was taken out of it case and left with your staff for hours but when it was returned... it had damage that wasn’t seen before giving it to you . Please explain why and how this is possible to treated this way. I will also reach out to you on Facebook instagram Twitter and Snapchat if my message doesn’t reach you.
Posts: 1,722
Topics: 45
Kudos: 227
Solutions: 85
Registered: ‎10-19-2017

Re: The worse experience ever

Hi Dommo,

 

Thanks for choosing Best Buy and reaching out to us here on the forum to let us know about your concerns about your recent iPhone repair. As an Apple Authorized Service Provider, select locations are certified in repairing iPhones and other Apple products, a responsibility which we take very seriously.

 

So I can look at your situation in detail, I do need a bit of clarification from you as well as some other details. You said that your phone needed repair, but what was wrong with it when you first brought it into your local store for service? Beyond that, what store were you seeking service at? I’ll gladly reach out to that store’s leadership team for you to assist in looking into this. So I can do that, what is your full name, phone number and email address? If you have a repair order number or the date and time of your original appointment that would also be helpful. To keep your details secure, please send that information in a private message by logging into the forum and selecting the blue “private message” button in my signature. I look forward to hearing back from you soon.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-22-2019

Re: The worse experience ever

[ Edited ]

Thank you for responding. I dropped my phone off at the Mission Valley Ca location(00438) service # is {removed per forum guidelines} 01/22/2019. I initially brought it in due to my speakers not working and needing to plug it in to cut it on. When I dropped it off the associate assured me everything would be free due to my coverage as well as no damage. Upon returning to pick up my phone it now has new damage as well as no work had been done while telling me the good news that they could just give me a new phone at the cost of 99.99.

Posts: 1,722
Topics: 45
Kudos: 227
Solutions: 85
Registered: ‎10-19-2017

Re: The worse experience ever

Hello Dommo,

 

Thanks for your reply and additional context about your store experience. Per our Forum Guidelines, we do ask that users not post their private information publicly such as order numbers, phone numbers, and full names. I’ll still need a few more private details that you didn’t include in your post, so I’ll be sending you a private message shortly to ask again about that information.

 

Thank you,

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