03-10-2019 05:18 PM
We purchased 2 IPhone X's at Best Buy this past November with Armor Edge Screen Protectors for each phone. One of the protectors recently cracked and my wife brought it into the Best buy at Tysons Corner today (3/10/2019) to have it replaced. The Assistant Manger of the store Steve refused to replace it even though my wife had the original receipt as well as the original box which states "The retailer will replace your Protecive Glass free of charge whenever it cracks". Instead Steve told my wife to go to the Tyson Corner Mall and have the kiosk replace it. My wife went and the kiosks do not ever carry the Armor Edge product. This is unacceptable customer service that Best Buy will not stand behind the products they sell and honor the manufacturer warranty that is stated on the box. We have been long time customers of Best Buy over the years but this incident will make us rethink of ever purchasing from them again.
03-11-2019 03:55 PM
Hey there, lcpc78!
Welcome to our Best Buy Forum community!
As someone who has dropped my phone more than a few times, I know how important it is to have a screen protector to keep your phone looking and working at it's best. We appreciate that you and your wife came to us for such an important purchase. That said, the experience you described is not the one we intended to provide when you first came to us.
03-12-2019 12:51 PM