04-17-2019 01:25 PM
In November of last year I purchased a Samsun S9+ with a 2 year service contract. Right from the start the phone would not connect to 4g when leaving my home wifi connection without either turning airplane mode on and off or the phone on and off. The same thing for in the home as it would say connected to the wifi but would not connect to mobile data without again using airplane mode or turning the phone on and off. I spent hours with Samsung and AT&T without solving the problem. Thus, through the contract the phone was replaced and again the same problem and hours again with Samsung and AT&T. I then received a third phone which still has not solved the problem and my time spent with both Samsung and AT&T has now gone from hours to days. Thus, when I leave the house I have to stop and turn the phone on and off to work and the same with then going back into the home. After 3 phones I just want my money back or at least an exchange to another phone which would not be a Samsung though my prior phone was a Samsung 5 which worked just fine going in and out of our home. I've now talked to the Geek Squad who is totally useless as well as the store manager who says he can do nothing and hoping I can at least get my money back or another model phone. Although this doens't matter to BB my wife is home after having 22 hours of brain surgery and need to keep in touch and this phone is not doing the trick so please, some help?
04-17-2019 02:36 PM
Hi there, pahogg, and welcome to our community.
It’s only happened to me once, but having a defective phone can be really inconvenient. After having exchanged this phone three times, I imagine your patience might be wearing a little thin, as would mine. I’m sorry to hear that your chats with Samsung and AT&T have not rectified the situation, especially seeing as you need to keep in contact with your wife after such a major surgery.
With apologies, as you do not have the original device we sold you—nor were the replacements completed through us—we would not be able to assist with this return or exchange, and suggest you continue working with Samsung, the supplier of your current device. I’m hopeful they will be able to provide you with a favorable resolution.
Thank you for taking the time to share your concerns with us.
04-17-2019 03:54 PM
Wow, seems like your answer is a convenient co out as the replacements were given to me by Best Buy... who else... I guess this is why you're a Social Media Specialist to ward off Best Buy taking any kind of responsibility....Thanks but no thanks for the lack of support and I'll not be a buyer from Best Buy again as to convenient to buy online which is what I should have done...
04-17-2019 04:13 PM
When you mentioned a two-year service contract for your phone, I assumed you meant a standard two-year carrier contract, not a Geek Squad Protection (GSP) Plan. You didn't specify who had replaced your phones, so I'm sorry for the apparent miscommunication.
According to the terms of your GSP plan which you agreed to at the time of purchase:
Our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a store credit or gift card for your Covered Product’s current market value not to exceed the original purchase price including taxes, as explained in Section 7(b); or (b) if we have fulfilled 3 mobile phone claims during your Plan term (excluding claims where we only replace your battery on your existing device), as applicable, by replacing your device with a refurbished product.
If you'd like me to check into the status of your GSP plan, I'm happy to do so. I would just need for you to send me a private message that includes the information below. A private message can be sent by logging into the forum and selecting the blue button in my signature labeled "Private Message".
Recent service order number
04-21-2019 11:16 AM
I will post the lack of help by Best Buy as this Samsung phone has never worked and Samsung or Best Buy was willing to help.... Finally, after 4 replacement phones that don't work I'm moving on with a considerable lost of money to an Iphone and will never use Best Buy for any purchases again. I now have a 2 year service contract with you which is useless to me. Thanks for nothing....
04-22-2019 11:41 AM
Welcome back to the forums. I’m sorry to hear that you won’t be shopping with us going forward.
I do have some good news for you, however. If you bought that Geek Squad Protection Plan outright and no longer need it, you can get a pro-rated refund on it. Please just visit one of our stores, or call us at (800) GEEKSQUAD or (800) 433-5778. We can check that plan out and see what’s possible here.
If it is a monthly plan, please give us a call and we’ll see if we can cancel it going forward. If you have any questions, please let me know.