To Managers of Best Buy,**In the past, I have always been happy with Best Buy, your Gee...

To Managers of Best Buy,**In the past, I have always been happy with Best Buy, your Geek Squad protection, and the products we've purchased from you. You may notice the long-time customers we are of your store.**I would like to express my recent frustration with your store. A year ago I purchased a Samsung Note* phone along with Geek Squad protection. Last week I broke my screen. I went into your Flint, Mi store yesterday. After an hour there, they told me their system had problems and to call this number and they would take care of it. I left the store, called the number and was told that they no longer serviced replacement phones and I needed to go to a store. I made an appointment and went today to the Auburn Hills, Mi store. They had problems with the computer system as the other store had, and told me to call this number. I called it right there and showed them that the phone number no longer handled it for the last * months and the store needed to handle it. Shouldn't they know this if the policy had changed * months ago? I sat there waiting for them to figure out what to do. They decided to just replace my phone there. They had me pick a color since mine wasn't available. I continued to wait patiently. The gentleman that was helping me then began helping other customers while I sat there waiting. Finally I asked what was going on. He said he needed to call the protection program. I continued to wait until he sat down and called. He was on hold for awhile and then was disconnected. He tried the computer system again and was finally able to get through and process my claim. This was after an hour and a half of waiting!**This was frustrating and inconvenient and I feel the manager at the store did nothing to help the process along.**I felt I needed to let you know of my disappointment in your Geek Squad protection program. I wasted * days waiting at a Best Buy store for something that should have taken ** minutes. I feel you need to work on your customer care policies as I didn't even receive an apology for my inconvenience. **I will be purchasing my next electronics item of a Samsung Galaxy Gear Watch from Amazon instead of Best Buy.**Thank you for your time.**Sincerely, *Your Former Loyal Customer,*Ann Marie Nelson****-***-****