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Original Comment I am writing this letter to voice my customer dissatisfaction with your Geek Squad servicing damaged phones purchased through Best Buy. In December 2012, we purchased an IPhone4S through Best Buy and bought along with it the insurance policy that covers repairs on damages. We purchased the 2YR IPhone prepaid insurance plan for $229.98.<br /> My daughter attends Grand Valley State and in her first semester there she ensued damage to her screen when it dropped off her desk and hit the floor. She took it to the Best Buy in Grandville, Mi and ordered what we thought would be a new phone. She waited 10 days before the phone came in and we picked it up from the store in Utica, MI because she was home for Christmas break. They were unable to activate the phone due to a touch screen defect. She then had to order another phone and wait another week for the replacement at school.<br /> Then in February 2014, her phone got water damage and she needed to replace with a new phone again. When she received the refurbished phone it worked for one day and then starting acting up with screen defects again. She was unable to use the touch screen because part of it would not work. She was forced to use &quot;Siri&quot; voice to communicate via text. We once more went to Best Buy on February 28 to order a new phone and they said it would be 3-5 days (which ends up always being 7) . She had to use that defective phone the entire week while waiting for a replacement. We went to pick up the replacement phone yesterday, Friday March 7th. The Geek Squad member who was trying to help us could not activate the phone. After 2 &amp;#189; hours, they were unable to activate the phone and in turn informed us we would have to order YET ANOTHER phone! We were then being told<br /> A) we could not get overnight or expedited delivery for the new phone <br /> B) would not be able to receive a phone in store besides a donor phone. <br /> C) was told she would once again have to wait for replacement. <br /> So here she is ready to go back to school with no replacement phone she can call her own. <br /> I then requested to speak to a Store Manager, hoping for some reprieve on the situation. But, satisfaction only succumbed to us was with a donor phone and another order but , this time with the &quot;white glove&quot; service which still does not guarantee to me that it will be a working phone without any software problems. <br /> Whatever service factory you are getting these phones from is not checking their phones out before shipping them back to the customer and hence, does not stand behind their products that fail. They should be sending out new phones overnight to people when their replacements are not up to standards. Especially, 2 phones in 2 weeks! <br /> This situation has ruined all my respect for Best Buy as a customer which we have been for years. We have not been satisfied thus far in your replacement service and will not buy a phone through Best Buy in the future and will be passing on the word to everyone we know.

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