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New Member
Posts: 2
Registered: ‎05-01-2021

iPhone Battery Case Issue



I am a regular customer of Best Buy (multi-year Elite Plus status), almost all my electronics are purchased at BB (in Cortlandt NY).  So, want to establish I am a loyal customer.  I don't like to travel to apple stores in my areas, because they are at a minimum 45 minutes away, and are in very heavily populated areas. 


In general...

In the grand scheme of things, this is a pretty small issue. I know a lot of folks have been through far worse.  I'm such a bit promoter of Best Buy, and this last experience soured me a bit. Perhaps it's better to order directly from Apple.



On to my story...

On October 26th, 2019, I purchase an iPhone Smart Battery Case for my iPhone XS Max from my local Best Buy.  I was very happy with the product, since it completely rejuvenated by iPhone, I was not getting over a full day of battery life.  


As of late, battery performance has not been good.  The case drains quite fast, and sometimes doesn't change, or takes a very long time to charge.  It's been a little over 1.5 years, I thought maybe I would just buy a new one.  Before doing that, I figured let me do a few google searches, maybe this is a known issue.

Sure enough, it was documented by apple...


According to the Apple article, this is a documented issue and would qualify for a replacement, if it manufactured between January 2019 and October 2019, and purchased less than 2 years from when the issues are reported.  I was quite happy to read this, since it will save me some money.


In the Apple article, it suggested to... Find an Apple Authorized Service Provider. So I used that link and sure enough, my local Best Buy in Cortlandt NY came up as a place where I can get support. So I booked an appointment to bring in the defective batter case for repair.  


I arrived at the local Best Best (Cortlandt NY Location), and was directed to the Geek Squad.  I waited in line, and when I arrived at the desk, I explained to the Geed Squad person the problem.  He didn't ask me for my information, just looked at me and said that I need to bring it to apple.  I once again, explained to him how I was directed to Best Buy, and was hoping they could maybe send it out for me, or exchange it for a new one in store.  He again, responded that there is nothing they can do, I need to bring it to Apple.

So I asked to speak with a manager.  He pointed out someone at the front door.  So I walked over to approach the manager.  
I again explained my situation.  He confirmed, there is nothing Best Buy can do.  That I need to bring it to Apple. I did express myself disappointment, part of the reason I purchase all my Apple Products from BB, was to avoid having to travel, and besides, still not 100% comfortable traveling to malls in densely populated areas due to Covid.

I then called Apple.  They directed me to their website, where the problem has been documented and instructed me to book a repair an Apple Authorized Service Provider.  I told them my experience, so they offered to open up a case, which I am not waiting for one.



In closing...


Best Buy promoted themselves as an Apple Authorized Service Provider.


and on their site they say... 

"*Some repairs, such as battery replacement and component repairs (not resulting from accidental damage), are completely covered during your manufacturer’s warranty period. We will service these repairs at no cost to you."




Why was I turned down for them to attend to this issue?  



Posts: 6,667
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Registered: ‎08-21-2017

Re: iPhone Battery Case Issue

Hi there, papasuki,


Welcome to our community forums and thank you for taking the time to let us know about your recent experience with this battery case. While I haven't been far from home in a while, I do know that running out of battery was a constant concern so I can completely understand wanting to get this case back to normal, especially as this is a known issue. I'd be glad to help clarify how our Apple Product Repair program works.


As you mentioned, Best Buy is an Apple Authorized Service Provider and we are able to provide assistance with a wide variety of devices.  These range from laptops to the iPhone. You can see a complete list of devices at that previous link.


With that said, we are unable to provide assistance with cases or external batteries. I'm glad to hear that you were able to get in touch with Apple and get this repair process started.


I hope I was able to provide some additional clarification, but please let me know if you have more questions I can help with!

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎05-01-2021

Re: iPhone Battery Case Issue

Thanks for the response Andrew.


I guess I was confused with Apple's instructions on their site. Here...


The Apple site says... 



Replacement Process

Choose one of the service options below to have your Smart Battery Case replaced. Your Smart Battery Case will be examined prior to any service to verify that it is eligible for this program.

If you have questions or need further assistance, please contact Apple Support.


I followed the instructions and my local BB was shown as an Apple Authorized Service Provider, I thought I was headed down the right path in the Replacement Process.  If "Find an Apple Authorized..." was not shown as the first option, I would not have started there and would have stated started by contacting Apple.
I would imagine, other, average consumers, in this situation, might assume the same thing.  Even in my conversation with Apple reps, they said typically get things shipped to them from Authorized Service Providers.  Which I would have been more than happy with.
Nonetheless, I'm done with this issue, as Apple is making an exception and sending a new battery case directly to me.  It was only a few hours wasted, that could have been avoided with clearer instructions.
Thanks again...