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Posts: 1
Registered: ‎03-15-2021

missing cell phone

Cell phone was broken, contacted geek squad, said i needed to send it in...sent me a shipping label and i sent it in. A week later i found out it was shipped to the wrong location. It should have never been shipped there. The phone was received by best buy on the 8th of is now the 15th of one will take responsibility for the mistake and i have yet to get my cell phone back or compensation. I have been charged for 2 months of cell service, 2 months of phone payments, and 2 months of geek squad protection plan payments...but best buy has my cell phone and will not offer a solution. I have spent hours upon hours on the phone with customer service. Last week i was transferred 5 times before i was put on infinite hold. Then called back and was on the phone for 2 hours and 15 minutes before being hung up on. Today it was an hour and 45 minutes before i was hung up on. At this point i dont know what to do. Geek squad says its primary supports job...primary support says geek squad made the mistake and its thier job. And im just the customer that no one wants to help. I went into the store last week, where i purchased the phone, and they said i had to deal with customer service bc they to send the phone to the wrong location. This is best buys fault...geek squads fault...yet noone will take responsibility for it...everyone says that its not thier job. So ridiculous!
Posts: 6,661
Topics: 227
Kudos: 551
Solutions: 339
Registered: ‎08-21-2017

Re: missing cell phone

Good afternoon, Spazz50,


Thank you for taking the time to stop by our community forums. I use my phone for nearly everything so I can imagine how big of an impact not having access to your phone for so long could be. We strive to make the repair process as smooth as possible and I would be glad to see what options I may have to help you get this back on track.


I'd like to begin by reviewing your case history to see what steps have already been taken. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you so I can further assist you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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