07-26-2019 10:38 AM
Hi I sent an email to the Best Buy Facebook email on July 19th, on the 20th someone from Best Buy named Elle responded and requested further information to help me in my issue with my iPad. I replied right away with the needed information and I never heard back. I would really like to know if Best Buy can assist me or if I would have to go to the apple store about getting my iPad replaced for the defect that causes a bright spot to appear just about the home button on the screen that others have also had. I did provide Elle with photos, along with news articles regarding the defect. It is the same bright mark in the same location of the iPad. I do have news links about the defect, but I’m not able to post them here, I did provide the links to Elle though. I can also provide pictures of my iPad.
I unfortunately do not have an apple store in town, but according to apple support Best Buy is an approved apple support location, plus the iPad was purchased at BestBuy.com in December 2018. I can provide the order number for that.
Below I included the message I received from Elle. If anyone could please help me that would be awesome. This has been very frustrating with getting support, I thought that after hearing from Elle I was on the right track, but then I never heard back from them and it’s been close to a week since I heard from them. Thank you for your time.
Thanks for taking the time to reach out to us via our Facebook email!
Finding a possible defect on a product is never ideal, but I'm glad you're reaching out to us during the one-year manufacturer warranty. I know if I was in your shoes, I'd want to better understand my options as well.
It would be my pleasure to see what options are available to you with this purchase. For me to look into your order, can you please verify your full name and phone number?
Once I have those details, I should be better able to review what routes you have available to have the iPad looked at under your warranty.
Social Media Specialist | Best Buy Corporate’
Solved! Go to Solution.
07-27-2019 07:37 PM
You don't need an appointment to go to the Geek Squad. Just walk in with your information and they should be able to help you out if it was purchased by Best Buy..
Bring receipts or other proofs of purchase.
07-27-2019 09:29 PM
Thank you, I was already at Best Buy last week and was told it would cost $350 to send it in, even though I’m still under the one year warranty, but that was before I learned that the bright mark I have appears to be a defect as mention in the news articles I found so I wasn’t able to let the geek squad person know that.
Elle from Facebook did finally get back with me today and said I would have to go directly to an apple store as Best Buy wouldn’t be able to help me with replacing mine that has the defect bright mark, so I’m disappointed there as going through Best Buy would have made things easier and save more time, but that unfortunately isn’t an option.
Thank you anyways.
07-27-2019 09:34 PM
Sorry to hear of this. I guess you will have to visit Apple. Can sending it in to Apple Direct be a option?
07-27-2019 10:45 PM
When I chatted with apple before I ever contacted Best Buy, they gave me a link for apple service area locations where I could put in my zipcode and Best Buy was the first one that showed up as being the closest, but sadly that didn’t work out and I didn’t know everything I knew now about the bright mark. I’m not sure if that would have made a difference or not.
It seems to be a defect and based off the articles and forums I read it doesn’t sound like something that can be repaired, the articles talked about it getting replacements/exchanges and said those under warranty shouldn’t have an issue. So that where I’m at right now, I’ll just have to see if someone will be able to get me to an apple store before December when my warranty is up. I would drive myself, but I have a neurological condition that makes it difficult to drive for long periods of time unfortunately.
Anyways, thank you for your time. Hopefully I’ll be able to get this straightened out at the apple store, because the iPads aren’t cheap and I shouldn’t be getting this annoying bright mark that apparently has happened to a number of others, same size and same location.
07-27-2019 10:46 PM
Sounds great, if you no longer need a reply please consider marking your question as solved so that they can help other customers. Good luck on your repair!