My XBox One X had fallen, and broke. I have the Geek Squad Protection Plan, which state...

GetHuman2688991's customer service issue with Best Buy from April 2019

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The issue in GetHuman2688991's own words
My XBox One X had fallen, and broke. I have the Geek Squad Protection Plan, which states that if it was damaged in an accidental fall, it will be replaced. I took it to my local Best Buy, who said that it was damaged and needs to go to Microsoft for them to replace it. I am getting the notifications of the tracking of it. It most recently said that they "determined that a part inside the device needs to be replaced." Well, what about the outside of the console? There was damage to that. Why are you not honoring your Protection Plan of replacing it? This is what I paid the extra of the Protection Plan for. I have tried calling to talk to multiple people. At one time, I was given the number to the repair center. When I called, it said it was a "Geek Squad Repair Center," why is it not at Microsoft? I called at *:**, was told that the hours are *-*, but that I was calling after hours and to leave a message, which I did and never received a call back. I have been transferred to different people, none of whom helps me, or even answers my questions. I have even been hung up on, which really made me mad. I need an answer, and I expect you to honor what you post. There is no asterisk next to where it states that, or anything else about it going for repairs. I buy so much from you guys & have a credit card. This is unacceptable

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Best Buy

Customer service issue
Reported by GetHuman2688991
Apr 5th, 2019 - 2 years ago
Fixed
Seen by 74 customers so far
Similar issue to 9297 others
0 customers following this
Items needed
Order number
Billing address
Email address on the order
Phone number on the order

Timeline

GetHuman2688991 started working on this issue
Apr 5th, 2019 8:48pm
GetHuman2688991 indicated the issue is not fixed yet.
Apr 6th, 2019 3:24am
GetHuman2688991 indicated the issue is not fixed yet.
Apr 6th, 2019 4:41pm
GetHuman2688991 indicated the issue is not fixed yet.
Apr 6th, 2019 7:30pm
GetHuman2688991 indicated the issue is not fixed yet.
Apr 6th, 2019 8:56pm
GetHuman2688991 indicated the issue is not fixed yet.
Apr 6th, 2019 8:56pm
GetHuman2688991 confirmed the issue is fixed. Hooray!
Apr 8th, 2019 9:21pm