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Posts: 1
Registered: ‎09-18-2019

Geek Squad Broke My iphone and returned it broken.

I brought in my iPhone for a simple battery replacement. When they tried changing the battery they broke it rendering the phone completely inoperable. To fix it they informed me they would have to send the phone to Apple to fix it. They told me it should take 7-10 days. I agreed to send the phone to Apple and they charged me for the battery service. They told me they would call me and email me when the phone was ready to pick up.  Fast forward 10 days and I have not received any emails or calls regarding my repair. I decide to check the status of my order myself and find out that I need to call them to proceed with repairs. Upon calling them they told me that Apple sent the phone back unrepaired because there was an issue with the paperwork. My options were to have them send the phone back again which would take another 7-10 days (and who knows if they would actually fill out the paperwork correctly this time) or pick up the phone and take it to Apple myself. I chose to take the phone to Apple myself, after wasting two hours on the phone with Apple to make sure they would fix my phone due to the errors of the Geek Squad agents. When I came to pick up my broken phone the agents could care less about the amount of time they have wasted for me and all of the inconveniences this whole ordeal has caused me.  Worst of all they acted like refunding me was a favor. I paid for my phone to be fixed, they didn’t fix it they made it worse.

Posts: 403
Topics: 32
Kudos: 59
Solutions: 19
Registered: ‎07-23-2018

Re: Geek Squad Broke My iphone and returned it broken.

Hello, Bobsmithh,


Thank you for taking the time to share your experience with us here on the Best Buy Forums. We are always grateful to hear from our customers, although I wish things had gone differently with your iPhone repair. The goal is to get products returned to our Clients fully functional, and in a timely manner. Based on what you’ve described, it does not sound like things went as we would have expected during the process, and with a device as commonly relied on as a phone, I can only imagine how this must have left you feeling.


Although I realize it will not change what has already taken place, Best Buy is constantly looking for opportunities to learn and improve, in effort to serve customers better. I’m sure your feedback will be beneficial in that regard, and we’d love to document this here at our Corporate Office. If you’d be willing to share your full name, email address, and telephone number, that will allow us access to the service order details, and we can ensure things are properly documented. For your security, please be sure to share your information via private message, which you can do by selecting the darker blue box next to my name below.



Sarah|Social Media Specialist | Best Buy® Corporate
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