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Posts: 4
Registered: ‎11-21-2019
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Replacement cell phone charged to Verizon account instead of Geek Squad plan

[ Edited ]

I purchased a Samsung Galaxy Note 10+ from Best Buy on August 14th, 2019, and took delivery of it from the Mason, OH store on August 23, 2019.  With that phone, I purchased (through monthly billing) Geek Squad accidental damage and loss/theft plans, numbered {removed per forums guidelines} and {removed per forums guidelines}.

 

On November 2, 2019, I unfortunately dropped and broke that phone while camping.  I took the device to the Richmond, IN store to have it replaced under the accidental damage plan.  The young man who completed the transaction gave me a replacement device, charged me $86, had me sign up for a new protection plan, and sent me on my way.  He did not take possession of the existing device.

 

Stupidly, because the old phone was shards of glass, I disposed of it.  Second stupid move, when I got notice about the new ADD plan activation and accessed it online, I saw I had the two plans associated to the old device (which I thought had been covered) and called Geek Squad to cancel so I wasn't paying for plans on a device I no longer had (confirmation # {removed per forums guidelines}.)

 

A few days later, I received notice from Verizon about my upcoming bill and was very surprised to see it had increased.  After doing a little investigation, I discovered my replacment phone that should have been covered under the Geek Squad plan was instead charged full price to my VZW plan in installments.

 

I work near the Mason, OH, store, so I spent a couple hours in there on 11/13/19 explaining everything that happened and trying to get Geek Squad (on the phone) to remove the pending cancellation of the original protection plan (case #{removed per forums guidelines}).  While the store associates very kindly tried to help and even talked to the rep at the Richmond store to verify what happened, they couldn't do anything but advise me to try again when the old plan was reinstated.  When I called to follow up on 11/20/19, the case to un-cancel the old plan was still in "pending" status in the back office.  I called the Richmond store to find out what my options were, but the "manager" I spoke to didn't know anything about it and would have to get back to me.  He promised a call back to me that day, but didn't contact me.  I called again today (11/21/19) and was told the manager didn't get in until 2PM.  I will call again but given that today is the day me original protection plan is supposed to run out, I'm not optimistic about the outcome.

 

Do I have any way of getting the broken phone submitted at least under loss and theft and getting this new device refunded?  I realize I made two errors by not keeping the old device and then calling to cancel what I thought was a used-up protection plan.  I don't understand why I would have a protection plan and have to pay full price for a replacement.

Posts: 496
Topics: 22
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Solutions: 31
Registered: ‎07-23-2018

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

Hi there, malicoreon,

 

Thanks for taking the time to connect with us on our forums! I know how important your phone is, and we're glad to hear that it was protected via Geek Squad Protection. We're less glad to hear that there was some potential issues/confusion around the fulfillment of these plans. 

 

We would love to take a closer look at the details surrounding this, and dive into how we can assist. Would you be able to send us a Private Message with additional details? Please include your full name, email address, phone number, and any updates since your post with us,

 

We look forward to hearing from you! 

Austin|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2019

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

I received notice today that Geek Squad reactivated the original protection plan so I filed a loss claim online against it. If the claim is approved, I should have my replacement phone within a week. Fingers crossed!!
Posts: 290
Topics: 15
Kudos: 31
Solutions: 10
Registered: ‎02-08-2019

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

Hiya, malicoreon,

Thank you for providing us with that update! We're so glad to here that you received that communication regarding your plan, and that our team was able to assist.

Should anything else come up, please don't hesitate to let us know.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2019

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

Thank you Smiley Happy
New Member
Posts: 4
Registered: ‎11-21-2019

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

Received my replacement Galaxy today!!

Posts: 430
Topics: 32
Kudos: 105
Solutions: 29
Registered: ‎10-03-2017

Re: Replacement cell phone charged to Verizon account instead of Geek Squad plan

Hi there, malicoreon!

Thank you for providing us with that update! We're so glad to hear that you received your replacement phone, and that we were able to assist you with your concerns in the end.

Should you ever have any other questions or concerns that we could assist you with, please feel free to reach out to us again on here, as we're always happy to help! 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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