03-05-2019 07:02 PM
Unbelievable! here are my emails with the manager of the morse road columbus ohio store. luaghable!!
K, I've stopped a few times in the last two weeks in hopes of getting a quick sit down with you to explain what kind of treatment I've received over a phone issue that turns out should have never been an issue to begin with. Quick background of the situation: I bought my galaxy 8+ new from your store(not that this should matter, but my family, myself, and my business buy everything possible from this store. Everything from computers, TV's, surround sound, appliances, to gaming consoles). When I bought the phone I wanted the best coverage possible(bad luck with phones), so my sales associate and I went with the contract with the $59 deductible. He explained that no matter what happened my repair would be $59. I'm my mind AWESOME! Fast forward a few months I cracked the front of my phone. Service was impeccable and the repair was perfect. $59! Second break was an unfortunate drop on the corner the cracked the back glass. Only a few cracks and no damage to the performance of the phone. Brought it in the very next day. Nothing ever got wet. The Geeksquad tech took one look at it and explained to me that under no circumstance will Samsung replace the back glass and I would have to have the phone replaced. Needless to say I wasn't thrilled but there was no reason for me to think I was being lied to, so I paid the $199. At this point I asked if my service contract was still in full effect and was told of course it was(we now know it was not) as it was sent to a 3rd party(by bestbuy not me) Forward to last week when I slipped and dropped my phone and cracked it. Now I find out that no repairs can be made moving forward. As you can see I'm awful upset over the deception and lies. When I spoke with one of the Squad managers and asked why I wasn't told this process he proceeded to ask me how many they would sell if told to the customer to truth. And then told me if I was a business owner I would understand. I'm a 30 year business owner and I would be out of business. If I lied, mislead, and talked down to my customers, I wouldn't have any. Would you buy from me if I admittedly mislead you, lied to you, and demeaned you? The big kicker is when I find out that Samsung does indeed replace the real glass. Now in my notes it says my phone was corroded and couldn't be fixed. When I asked to see the pictures of said phone I was told they were not available. So, what really happened is I got a lazy employee who didnt want to do the repair, so just told me a big lie about Samsung not repairing back screens no matter what. I feel like someone should be on my side being a lifetime loyal customer who has never asked for anything other than what is right. I would really like you to consider doing the right thing in this unfortunate situation. I should still have my original phone instead of a refurbished version that the battery lasts half the time of my original. Thank you in advance for your consideration on this matter. It seems as though there are multiple ways to rectify the situation.
Your first repair with the phone was only $60 because we were able to fix the phone in the store because it was a repair that was authorized by Samsung to complete. Our Mobile team makes sure to tell customers about the ability of our location to repair phones since most other Best Buy locations do not have the equipment to complete the work.
- The second repair could not be completed based on the phone having signs of corrosion. Each Agent is specifically trained by Samsung how to look for corrosion and to not attempt repairs on phones with signs of corrosion because once a phone is pulled apart, any further damage found would not be covered and we would be handing a non-working phone back to a client. There was no picture to provide because the corrosion can only be seen through a magnifying glass when viewing the metal parts of the charging port. At this point, the Geek Squad Protection kicks in and you get a replaced phone through the terms of the plan which includes that deductible which is in the terms of the plan you were sent after purchase.
- On the third repair, we were not able to complete an in-store repair because Samsung does not allow us to repair phones that are replaced units since they are not factory sealed phones directly from them. We replace the back glass on phones but the ability to complete the repair was based on the state of the device not being one that Samsung will cover. This is a decision made by Samsung and one that we cannot work around since their repair equipment and parts are owned by them, not Best Buy.
me: So in the end I'm left with a replacement phone with a bad battery, unless of course I wouldn't mind paying 199 for another replacement within a week possibly to get yet another bad one? The one I just received lasts 3 hrs at most. And why is no one addressing the agent who flat out lied to me about the back glass repair? I was told no back glass gets replaced no matter what. No talk about corrosion
At this point, we could replace your device again if the battery issue is in fact a problem for the replacement price of course
03-06-2019 10:22 AM - last edited on 03-06-2019 05:06 PM by Mariah-BBY
Hi there User879969,
Welcome to the Best Buy Support Forums community!
Thank you for taking the time to provide us with your feedback on this experience. Hearing about your experience disappoints me as we do our best to make sure our customers are fully aware of all of everything relating to their purchase, including the things that they sign for. I know If I was told I needed to pay $199 after originally being told that it would be $59, I too would be upset. It is true that a phone does need to meet some specific requirements in order to qualify for the lower repair deductible, but I can understand your concerns about the information you received in the store, and would like to try and see if there are any available options when it comes to your phone in this case. It is also true that anytime you need a repair or replacement that does not qualify for an in-store repair, you would need to pay a new service fee in order to get a replacement phone.
You mentioned needing a third repair, could you tell me what is going on with the phone that you need another repair?
03-06-2019 12:56 PM
03-06-2019 01:30 PM - last edited on 03-06-2019 05:07 PM by Mariah-BBY
We definitely don't want to be providing our customers with any information that was later deemed to be incorrect, and I truly appreciate you providing us with your feedback on this experience, so that we can prevent any confusion from possibly happening again in the future. As for your replacement phone concerns, I would like to take a look into this for you and see what options may be available to you at this point, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:
To send me a private message, please click the button labeled "Private Message" in my signature below.