2-Year Accidental Geek Squad Protection

I was pretty frustrated over this entire situation because I was told over the phone that I needed to make an appointment to even speak with them but that I would be able to get my screen replaced in about 20-30 minutes once at the appointment. When I got to the store for my appointment, I was then told my phone needed to be mailed out to get the screen replaced and that it would take around 2 weeks. I personally have to have a working phone just to be able to go to work so being without mine for 2 weeks was in no way an option. Therefore, I ended up having to just buy another phone because the screen was shattered, so the warranty was useless. I asked the man why someone on the phone would have told me it would be fixed in store the same day and he said that wouldnt be an option ever because, I think it was except for iphones, they don't fix screens in store, they are always sent out. That makes me think it was probably a call center or something that I spoke with that gave me the wrong information. So although I didn't have much direct experience with Geek Squad or their services, I don't think it was their fault I was misinformed.

I’ve been a loyal Best Buy and Geek Squad customer for years, but my patience has officially run out. I recently bought my wife a Samsung phone along with a Geek Squad Protection Plan. During the purchase, a Best Buy employee specifically reminded us to take advantage of the plan and get a new battery for her phone when needed. Following that advice, I scheduled an appointment for a battery replacement. When my wife arrived, she was told that Geek Squad no longer services Samsung phones—and that replacing the battery would now cost $200. That’s baffling, considering the protection plan itself cost $170. No one in the store seemed to know how to handle the situation. Eventually, a manager named Shawn came out to speak with her. This happened at the Wetmore location in Tucson, AZ. Instead of offering support, Shawn informed my wife that Best Buy would not honor the battery replacement. When she pointed out the statement on Best Buy’s own website—"If your battery won’t hold a charge, we’ll replace it"—Shawn replied dismissively, “I can show you the fine print if you’d like.” Really, Shawn? That’s your idea of customer service? Since it was clear Best Buy had no solution to offer, Shawn suggested refunding the protection plan. My wife agreed, assuming this was a fair resolution. Instead, she received just over $1—because Shawn prorated the plan. What initially seemed like a reasonable gesture turned out to be another disappointment. To top it off, he handed her the refund with an angry, intimidating look. This experience has been frustrating and unacceptable. After years of doing business with Best Buy, I can confidently say: I won’t be back.

Geek Squad provided great technical services for me a few years back and I didnt hesitate to sign up for Geek Squad services when recently purchased my new Samsung Galaxy S25 Ultra phone.

I love this 1 year geek sqwarranty. Because if anything happens, all I gotta do is take this phone back to Best Buy and they'll get me a brand new one in the box.

THEY REPLACED MY PHONE WITHOUT A PROBLEM TWO TIMES AND THEY TREATED ME LIKE I WAS A KING. THE WORLD COULD BE SO MUCH BETTER IF EVERY PLACE WAS LIKE BEST BUY