Best Buy Mobile

My complaint is not so much in this store as much as it is with the company and Geek Squad Apple CareThis morning I dropped my phone causing it to crack the screen severelyI then remembered that I had purchased the Apple Care plan through this location for $a month and that it shouldn't be a problem I went to the store and the sales associate began looking up my informationHe had then informed me that my account had been deactivatedHe then gave me the number to call Geek Squad which may have been the least helpful customer service representative I have ever dealt withShe let me know that my account had been deactivated because my card wasn't working and there was nothing I could doI informed her that there were no issues with that card whatsoeverShe said I couldn't even reinstate it! At this point I was told that I should have been sent an e-mail notificationI tried to locate said e-mail and had no successI explained to her that I was not made aware that my account was past due but she would not help meI seriously had no idea and if I had known I obviously would have rectified the situationEven the sales associate at the store seemed surprised at the response I receivedThe whole conversation consisted of the representative telling me there was nothing they would doThe only thing I was told was to send an e-mail with my complaint and that she would transfer me to Apple Care I was placed on hold with Apple Care for almost minutes for the representative to tell me the same thingFurthermore, she informed me that since my Apple Care was purchased through Geek Squad it would be up to them to rectify the situationI was also told that it was too late into my contract to purchase another plan After telling her that this was unacceptable I was then connected to a supervisorThe supervisor at least tried to help but said they only way I could purchase the plan was to purchase the whole year for $as opposed to the monthly paymentEven then I would still have to pay a deductible for $30-$I told her I was unable to do that at this time Upon speaking with my co-worker, I discovered that she had the same problem with Geek Squad for a Samsung deviceShe said that she purchased the insurance and then when she needed a repair the account was deactivated because of the cardShe did not have a problem with the card eitherThis made me wonder if this plan isn't a scamHow can two different people have the same exact experience? I know for a fact there was nothing wrong with my car

It is unfortunate that the customer is having this issue, we have already at multiple times attempted to work with *** to address this
issueSo let me first explain when the customer made the purchase they were given an explanation of the rates which they signed at different timesMeaning during the transaction there is a hard stop that forces the employee to have the customer read and sign a digital signature pad that is facing the customer on the counter once they customer sign the employee is allowed by the system to continueWhich is the reason that this agreement is not changeable as they customer is given details at multiple steps for their purchaseRegardless of this we are a customer focused company and we have tried to contact and work with *** representatives to change the agreement but we have been told by them that it is a agreement that was signed and can not be modifiedWe would of course want to help the customer but the agreement was signed to *** and only supplied the hardware to the customer, we can always help with the hardware but customer agreement can not be modifiedIt is unfortunate that we can not do more for the customer as the agreement is with *** for the rate plan

I called to get an estimate and was told I am outside of their service area I'm in Trussville and was told they are located in Alabaster Not a very large service area being as they advertise on the radio

My complaint is not so much in this store as much as it is with the company and Geek Squad Apple Care. This morning I dropped my phone causing it to crack the screen severely. I then remembered that I had purchased the Apple Care plan through this location for $7.99 a month and that it shouldn't be a problem.
I went to the store and the sales associate began looking up my information. He had then informed me that my account had been deactivated. He then gave me the number to call Geek Squad which may have been the least helpful customer service representative I have ever dealt with. She let me know that my account had been deactivated because my card wasn't working and there was nothing I could do. I informed her that there were no issues with that card whatsoever. She said I couldn't even reinstate it!
At this point I was told that I should have been sent an e-mail notification. I tried to locate said e-mail and had no success. I explained to her that I was not made aware that my account was past due but she would not help me. I seriously had no idea and if I had known I obviously would have rectified the situation. Even the sales associate at the store seemed surprised at the response I received. The whole conversation consisted of the representative telling me there was nothing they would do. The only thing I was told was to send an e-mail with my complaint and that she would transfer me to Apple Care.
I was placed on hold with Apple Care for almost 40 minutes for the representative to tell me the same thing. Furthermore, she informed me that since my Apple Care was purchased through Geek Squad it would be up to them to rectify the situation. I was also told that it was too late into my contract to purchase another plan.
After telling her that this was unacceptable I was then connected to a supervisor. The supervisor at least tried to help but said they only way I could purchase the plan was to purchase the whole year for $120 as opposed to the monthly payment. Even then I would still have to pay a deductible for $30-$99. I told her I was unable to do that at this time.
Upon speaking with my co-worker, I discovered that she had the same problem with Geek Squad for a Samsung device. She said that she purchased the insurance and then when she needed a repair the account was deactivated because of the card. She did not have a problem with the card either. This made me wonder if this plan isn't a scam. How can two different people have the same exact experience? I know for a fact there was nothing wrong with my car.