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So, I gave him my credit card info, submitted the order, and eventually got the replacement phone.
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He did not indicate that there were no notes there he just said that because of the way their software works, that he needed the credit card and that if I was charged to call back and they would have to credit it back. I told him that there should be notes on my account saying that I would not be charged. The rep told me that if there was accidental damage, that I'd be charged $100, and asked for a credit card. He said that he'd add the notes to my account, but that he couldn't set up the replacement, so I'd have to call back. I felt that this was fair and agreed to it. He said that what they would do is waive the $100 fee this time, but that if I made a second claim, I would be charged the $100 fee. So, this guy was apologetic for the misinformation I received, and explained how the plan worked. I could only assume that either the manager I had spoken to had passed along my information, or that they were monitoring the call and decided to escalate it. Note that I didn't ask for anyone to call me back, nor was I expecting it. He said that he was in some department that deals with customer issues. Not what I wanted to hear, but at least a reasonable offer and the best he could do.īefore I had a chance to call back and submit the replacement order, I got a call from some guy at Best Buy. I called up the local store where I had purchased the phone and spoke to the mobile phone manager, he apologized and said that the replacement charge is $50, not $100, and said that if they charged me $100 to come into the store and he'd make up the difference. I actually ended the call without submitting the replacement request. I argued with the rep, argued with the manager, explained how this was not how it was sold to me, that if it was presented as truth then I would have known that Apple Care was cheaper, etc. Suddenly, I realized that the Apple Care, at $99 up front and $79 per incident was a better deal than the $200+ (over 24 months) and $100 per incident. I call up Geek Squad and the rep informs me that there is a $100 charge to replace the phone! The sales person did NOT inform me of this (and, again, my mistake for taking it at his word). So, a few months in she falls with the phone in her hand and smashes the screen. This was presented to me in store and I foolishly took the sales rep at their word and didn't look it up online. I worked out the numbers and the Geek Squad Protection would be more expensive if we had zero or one replacements, and cheaper if we had two replacements. Now, I was comparing this to AppleCare, which is $99 up front and $79 per replacement, up to two replacements. The sale representative told me that for the monthly fee (around $9 tax in), that I would get "two accidental damage replacements included". I purchased the Geek Squad Protection for my daughter's iPhone 5C (Koodo). Every single one of them is like "they totally should have covered that".but they didn't, despite multiple escalations, phone calls, emails and written letters. Now I just laugh out loud any time a Best Buy salesman asks me if I want an extended warranty, and tell them that story. So I was left without a phone for the duration of my trip, and when I finally returned to Canada I had a repair or replacement claim denied because it was more than 30 days since the problem was initially reported / claim was created overseas. Apparently their worldwide coverage only entitled me to a replacement abroad if my phone was lost or stolen. He had to get the repair or replacement approved by phone, which was promptly denied - Geek Squad's "worldwide coverage" actually only entitled me to get the phone fixed or replaced when I returned to Canada. I took it into a European phone shop that had a Geek Squad kiosk, and the tech figured out pretty quickly that there was a fault between the microUSB port and the battery, as the battery would charge when directly attached to power supply, but not when plugged in. They claim "worldwide coverage", but while I was travelling in Europe one summer while in college, my phone died and refused to charge.