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New Member
Posts: 8
Registered: ‎06-02-2019

"Phone can't be TOO damaged???"

 

Please clarify.  I find this unacceptable.

 

2 or 3 years ago, while I wasn't placing a claim, but I got a warning from a rep about what's covered.  I might not buy my next phone from you as a result.

 

Two or 3 years ago, a rep at my bestbuy location (769 Donald Lynch Blvd, Marlborough, MA 01752) told me that they had actually refused two people because their phone was "too damaged".

 

1. One person had washed their phone in the washing machine.  My BB location refused their claim.

 

2. Another person had rolled over their phone with the car by accident.  My BB location refused their claim.

 

The rep said "You have to give us something to work with".

 

What!?

 

You have GOT to be kidding.  Is this truly your policy?  My phone can be broken, but not *too* broken??????

 

Please clarify asap, because I find that unacceptable and I'm looking for a new Samsung s10+.

 

Posts: 405
Topics: 16
Kudos: 97
Solutions: 26
Registered: ‎07-23-2018

Re: "Phone can't be TOO damaged???"

Hi there, tgm1024,

 

Thanks for connecting with us on our forums! It sounds like you're describing a bit of a unique question. I do hope that you're able to purchase your new phone and you love it! 

 

If you're referring to Geek Squad Protection, you can see all the details about what's covered and when a claim may be denied by take a look at the Terms & Conditions. If you're referring to when a manufacturers warranty claim may be denied, we would encourage you to connect with the manufacturer of the product.

 

If you have additional questions, please don't hesitate to let us know! 

Austin|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎06-02-2019

Re: "Phone can't be TOO damaged???"

Thanks for your reply.

 

No, I'm talking about your policy, not the manufacturers.

 

And your policy, when I read through the flier the rep gave me on it, it said that it's at your discretion.

 

The rep said that it means that you can deny a claim because a phone is too damaged.  (Again, washed in clotheswasher by accident, run over by car...)

 

Please clarify that precisely.

 

Posts: 11,540
Topics: 147
Kudos: 321
Blog Posts: 21
Solutions: 549
Registered: ‎01-03-2013

Re: "Phone can't be TOO damaged???"

Hello, tgm1024, 

 

Thank you for following up with us. Ultimately, coverage is at our discretion. You can view a myriad of things that a phone would be covered for here, which includes drops, spills, and cracks. 

 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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Regular Contributor
Posts: 934
Registered: ‎02-07-2011

Re: "Phone can't be TOO damaged???"

By following the forums it looks like their accident protect covers things that best buy determined happened with normal use ,not what they determine as abuse. For example dropping the phone while using it and cracking the screen, probably covered. Washing it in the washing machine or running it over with the car, probably not covered. Dropping it from the top of a skyscraper while taking a selfie, where it then lands in the middle of the road and gets run over by a UPS truck.. no clue Smiley Happy
New Member
Posts: 8
Registered: ‎06-02-2019

Re: "Phone can't be TOO damaged???"

LOL.  I wonder what happens if I drop it into a washing machine....

New Member
Posts: 8
Registered: ‎06-02-2019

Re: "Phone can't be TOO damaged???"


@Tasha-BBY wrote:

Ultimately, coverage is at our discretion. You can view a myriad of things that a phone would be covered for here, which includes drops, spills, and cracks.

Thank you for the clarification.  It's a tightly defined list:

 

  1. Drops, spills and cracks
  2. Battery replacement.
  3. Normal wear and tear.
  4. Mechanical failure.

  5. Accessories.

 

I consider this issue asked and answered.

 

Thanks for your time.

 

New Member
Posts: 8
Registered: ‎06-02-2019

Re: "Phone can't be TOO damaged???"

 

I can't seem to edit posts.  There's an additional coverage level:

 

6. Loss or Theft.

 

The point being that the entirety of what's covered for things in the category of "damage by accident" is embodied in the first entry.  "Drops, Spills, Cracks."

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Recognized Member
Posts: 239
Registered: ‎09-03-2018

Re: "Phone can't be TOO damaged???"

There is usually the policy and then there is the intent of the policy. The intention here is to prevent abuse but if you are honest with what happened, most of the time the associate assisting you is going to help you out. They are hourly employees who don't get a commission so they are honestly there to help.

New Member
Posts: 8
Registered: ‎06-02-2019

Re: "Phone can't be TOO damaged???"


@SPOPATT wrote:

There is usually the policy and then there is the intent of the policy. The intention here is to prevent abuse but if you are honest with what happened, most of the time the associate assisting you is going to help you out. They are hourly employees who don't get a commission so they are honestly there to help.


Sure, but I'm talking about what claims the rep said that they had already refused.