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Posts: 2
Registered: ‎01-08-2021

In store Geek Squad Experience with Iphone replacement

[ Edited ]
I have an issue with a recent visit to your Geek Squad at the Jordan Creek store in West Des Moines Jan 2nd at 4:40 with Andy.  While I was in the store I asked to speak to a manager, Sean, and he was extremely rude to me and had no plans on correcting the issue.  I've tried multiple times to contact the store to try to solve this issue, but I have been put on hold for hours or hung up on or transferred time and time again to no one that can seem to help.  I'm extremely disappointed in Best Buy for the way this issue was handled.  I need someone to please help me get a replacement phone.  I explained the issue below.  Please reach out to me via email or {removed per forum guidelines}.  
 
I lost my phone on Saturday and was having an issue filing a claim.  Apple support sent me to a nearby Best Buy.  Andy followed a procedure for a broken phone and deleted my phone from my Findmyiphone account, which then voided my apple care.  He had me call Apple while I was still in the store and the Apple support person told me not to leave the store without a phone because that was Best Buy's mistake.  The geek squad person was very sure that he followed the correct procedure so I asked to speak to a manager.  The manager said that there was nothing he could do and asked me to leave the store, or actually he told me I could stay in the store all night but he wouldn't do anything for me.  He was extremely disrespectful. I have filed a formal complaint with Apple, but I feel the Best Buy is responsible. 
 
 
 
 
 
 
 
 
 
 
 
Posts: 433
Topics: 21
Kudos: 86
Solutions: 29
Registered: ‎02-08-2019

Re: In store Geek Squad Experience with Iphone replacement

Hey, ashleycliston,

 

Thanks for reaching out to us about this experience. First, I am so sorry to hear that you lost your phone, I can imagine that was a stressful situation, made further frustrating by the support you received in one of our stores. 

 

We want all of our associates and managers to provide effective, efficient service, and I apologize if that was not the case with your situation. I'd be happy to record this experience at the corporate campus, as well as take a look into this and see if there's anything I can do to help.

 

Please send us a private message with your full name, email, and phone number and I can get started. 

 

Best,

 

 

Meg|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 433
Topics: 21
Kudos: 86
Solutions: 29
Registered: ‎02-08-2019

Re: In store Geek Squad Experience with Iphone replacement

[ Edited ]

Thanks, Ashley. I am happy to see what I can do to get you a resolution here. Have you tried calling Best Buy Mobile at 1-877-702-2211 (open 6 a.m. to midnight, CT) regarding this? They may be the best team to help! 

 

Best,

 

Meg|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: ‎01-08-2021

Re: In store Geek Squad Experience with Iphone replacement

I have tried every number you have and every chat option you have.  I either get passed around or hung up on.