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New Member
Posts: 2
Registered: ‎07-19-2022

iPhone Repair has not been updated in 2 weeks

Hello, I turned my phone in for a repair on July 4,2022. The geek squad employee said that since phone does not turn on due to liquid damage, he had to turn send the phone to apple, and that I would have my phone back in 3-4 days. I paid $99 for this service, and have yet to receive my phone back. I was not given a loaner phone, and I didn't mind going a couple days without my phone anyways. The status on my phone has not been updated since I dropped off my phone. It is now July 19,2022 and it still states that this phone will be assigned to a technician soon. I have called the Bestbuy several times, firstly, claiming that they would never say it would take 3-4 days but actually 2 weeks. Then after the 2 week mark still had not heard anything. I have gotten ahold of a customer service rep that says I must now schedule a new appointment which is earliest avalible on 7/23/22. This is 3 different occations I had to reach out to find out what was going on with my phone and everyone says the same thing. "Your phone is being worked on". I keep telling them it has been 2 weeks and it has been under "In progress", and that something else is going on with my phone. No one is giving me an answer and all of the customer service people I  have talked to are clueless. I think my phone is lost, and I am ready to make a claim with my insurance at T-Mobile because I don't have any more time to keep waiting on my phone. Before I do this, I would like to see if this forum will be of help.

Posts: 102
Topics: 0
Kudos: 12
Solutions: 4
Registered: ‎12-07-2021

Re: iPhone Repair has not been updated in 2 weeks

Hello, cgaristo227,

 

Thank you for reaching out to us here! I understand how important our cell phones are in our daily routine, and would be happy to look into this for you. To get started, please send me a private message with your full name, phone number, and email. I look forward to assisting you!

 

Kindly,

Brandon|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎07-19-2022

Re: iPhone Repair has not been updated in 2 weeks....now after 3 months not repaired/returned,,,

Hello, My mom and I turned my iPhone in for a repair on July 4,2022.  Due to liquid damage,the phone had to turn the iPhone into Apple for warranty replacement.  After original post, a few weeks and multiple conversations with Best Buy manager (had to got to store bc they wont answer phone calls only go to call center that say just go to store) and also apple, I was informed that the phone was Approved for replacement and replacement was pending.  I was given a date of 7/30/22, That date came and went, and since that date I have been given about 4 different dates that I should have the replacement.  I was told that the delay was due to supply issues.  The Geek Squad manager gave me a cell number that I could text for updates, I was texting every couple weeks, sometimes getting a response several days later and the date kept just being pushed back with the excuse that it is supply chain issues.  The last date that I was given as replacement date was 10/13/22 (now 3 months since I took the phone in for warranty replacement).  In the meantime we are still having to pay for the phone/contract through my carrier!  On 10/14 we tried to check the status of the phone, Geek Squad tracking changed status service order update and removed all dates, with a note "Your device is being serviced by Apple, Call ******* # then ext #to talk to an in-store agent. I called the number and stated that this was what I was told to call for an update, the person was extrememly rude and said this is a call center, we cannot help you, you must go to the store you took your phone too, we cannot transfer you and you cannot talk to the store via phone.....

I then reached out to Apple as their updated status showed that the repair had been cancelled.  I was informed that the device replacement was cancelled due to "lack of stock"?  The customer service at Apple got in touch with customer relations who were also shocked that this had taken so long. They said as of the date of cancellation the damaged phone was sent back to the Geek Squad location and should be returned to me so that I could take it directly to an Apple store to have it replaced in store on demand replacement (the only reason I went to Geek Squad in the first place was bc they were the only one in my area with appts on July 4th).  The customer service at Apple offered to reach back out to me in a couple of days to find out if I had received any updated info.  Several days later, she called and I informed her that I still had not been given any information.  She informed me that since the iPhone was returned to the Best Buy location and that I would need to go to the store and speak with Best Buy and that Best Buy would need to start an investigation!  As I had to work, my mom took all documentation and went to the Best Buy on 10/24/22.  She asked to speak to a manager and was informed that he was not in and would be in sometime the next day, so they would see what they could do without the manager.  After a long time, they had no answers and my mom just asked for the paperwork back.  They took her number down (again) and said to try to come back again when the manager is in.  I do not understand why we have to continue to go to a store (over 30 mins away).  Why can't someone give us some answers.  My original post was after 2 weeks of no updates, no way did I think 3 months later I would still have a missing phone and probabaly close to 40 hours+ trying to get answers. I would like to see if this forum will be of help, and where you turn when you iPhone is never repaired or returned to you?? Someone owes us a phone!

Posts: 102
Topics: 0
Kudos: 12
Solutions: 4
Registered: ‎12-07-2021

Re: iPhone Repair has not been updated in 2 weeks....now after 3 months not repaired/returned,,,

Hello, cgaristo227

 

I have responded to your private message, and do look forward to assisting you in this matter.

 

Kindly,

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