Geek Squad

Good afternoon

My Daughter took an iPhone for repair and they told her it is not reparable and Geek Squad sold her a replacement iPhone X for $547 and now she went to returned and they do not want to give her a refund. This happens at Bestbuy at 86st and Lexington. Please see the help us to resolve this issue .

below Geek Squad resp

Sent from Mail for Windows 10

From: Douglas, Dachon
Sent: Tuesday, July 7, 2020 3:37 PM
To: Katherine Roman
Subject: Re: [CAUTION! EXTERNAL] Geek Squad Service Complain

Thank you so much for sharing your concern. Unfortunately you were properly advised, as the device did not power on or show any indication of responding to a known good charger thru an Apple Authorized Service Repair center such as ourselves the option for repair is limited to a Whole Unit Replacement. Under this premise the device you brought in was "repaired" and this is why it does not fall under our return exchange policy. You are still capable of trading the device in for a potential upgrade but we cannot return or credit the amount paid for a repair towards a new device. I do apologize but we have reached out to our Apple partners and to verify if there is any way to walk back the service you requested and were notified that is a not possible. If you have any further questions or concerns please feel free to respond via this email and I will reach out to you as soon as possible.

Agent Douglas

Geek Squad Manager

Geek Squad 86th St.

From: Katherine Roman
Sent: Monday, July 6, 2020 11:01 PM
To: S-000835-Leaders
Subject: [CAUTION! EXTERNAL] Geek Squad Service Complain

⚠ This message is from an external sender and could be a phish. ⚠

Slow down, read carefully and look for signs that it may be a phish. If you think it's malicious, click the report phish button or forward this email to [protected]@bestbuy. com.

Hello,

Hope all is well! My name is Katherine Roman and I took my iPhone X to get repaired at the Geek Squad service located within the Best Buy on 86th and Lexington, New York, New York on 07/04/20. I had originally gone in to get a battery replacement for my iPhone X which would not power on at all. I was informed that the problem might be greater than the battery and that my only two options were either paying $547 for a replacement phone that had to be the exact color and model or upgrading(since my warranty expired in 2019). I decided to purchase the phone replacement. The following day, 07/05/20 I returned to Best Buy to try and return my iPhone X so that I could upgrade but I was told that I was not allowed to return the phone despite the receipt stating that refunds and returns were allowed within 15 days of most purchases and 14 days on working phones. On the day that I purchased the iPhone X, I was never informed that I could not get a refund and am honestly disappointed with the Geek Squad service for their inability to offer me other alternatives. At this point I am not asking for a refund but rather credit that I can use towards upgrading my iPhone. I would appreciate any help you may offer.

If you are unable to assist me in this matter please direct me to someone who can. You may contact me via email or phone at [protected].

Thank you,

Katherine Roman

Sent from Mail for Windows 10

ond below