04-04-2022 01:52 PM
hello, I turned my phone in for a repair on March 19,2022. The geek squad employee said that since the screen is unresponsive he can't run diagnostics. This meant 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 was updated on March 21,2022 to say that my phone was going under extended testing. This has been the status ever since, and it is now April 4th. I have called the Bestbuy I took it to twice, and they have no knowledge on how long it should take, nor do they know what's going on. I then talked to 3 customer service representatives, and they all have told me the same thing, " your phone is undergoing extended testing, and we do not know how long that takes." I keep telling them it has been 2 weeks and it has been under "extended testing", 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.
04-04-2022 02:31 PM
Thank you for joining our online community and posting for support. I know how important it is to have a phone, and I can only imagine your concern at this point having not received your device back yet. I hate to hear you're still waiting on this and that you haven't been able to get clear answers from Geek Squad. I'm happy to follow up on this now and assist.
To start, please send me a private message including your full name, email, phone number, and service order number. You can find the blue option to message me to the right of my name below.
All the best,