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Original Comment I am reposting this on the &quot;Best Buy Corporate Office page in the hope they read it and I will at least get a courtesy reply back. I sent the same letter to the address listed on their page. From all the negative comments posted on here and the BestBuy customer service page which is currently up to 779 negatives to 88 positives, I think the TV series &quot;Under Cover Boss&quot; by CBS TV needs to make an appearance to find out why there are so many unhappy customers with your company and sales people and so many unresolved issues? For me to be told that my un working Galaxy S4 phone would be replaced with a refurbished phone after I had paid for the insurance and I would have to pay $150 deductible is truly unsatisfactory. This was NOT told to be by your employee at the time of purchasing the phone or paying for the Best Buy insurance. This was also the 3rd time bringing it back due to it continuously malfunctioning. I think I am being very fair in asking for my insurance money back since the policy is not worth anything, or at the very least to be offered a free upgrade. If Best Buy stands by its customers I think this is a very fair request. <br /> <br /> Again I look forward to your reply. My original letter is below written and mailed 9/10/2014. <br /> <br /> <br /> <br /> To Customer Service,<br /> <br /> <br /> <br /> I have had my Samsung Galaxy 4S for less than a year, bought from Best Buy, Grand Forks ND. It started to go wrong 4 months ago. I brought it back to best buy; they and said it was fine. 2 months ago, it began to not work, so this time I took it to Verizon. There, they had to totally wipe it clean and start from scratch. Last week, it began to get a black fog which covered the bottom of the screen, it would turn on and off. I could get a call but not swipe it to answer the call. It finally would not turn on but for a second and went right off again.<br /> <br /> <br /> <br /> So! I took it back to BestBuy and was told the phone was corrupt. I had paid for insurance when I got the phone. What I found out yesterday and was NOT told when purchasing the insurance was, I would have to pay $150 deductible and it would be replaced with a refurbished phone &quot;REFURBISHED&quot; or you kidding me? Why? Why couldn't I get a new phone, my old one was not dinged, dropped, scratched it was immaculate but for it not working. <br /> <br /> <br /> <br /> I decided to send it back to Samsung which will now take 2 weeks to get back. &quot;However&quot; I don't want to stay with BestBuy and I want my money back for insurance which is obviously useless. My son was wearing braces when they snapped; the dentist gave him a new set and didn't tell us he would have to have someone else's refurbished braces. If I had wanted a refurbished or second hand phone I would have bought one from eBay or at yard sale. <br /> <br /> <br /> <br /> When I bought the insurance I was told by YOUR associate if anything happened to my phone it would be replaced by a NEW phone. Three times I brought the phone back, and not even a year old with insurance you can only offer me a refurbished phone. I guess your employees didn't get the memo about honesty and how your insurance really worked! We have been loyal customers for the last 3 years and have spent a lot of money with you, we would like to carry on with BestBuy so my question to your company is &quot;What will you do to make this situation right, and show me that Best Buy has customer service&quot;? <br /> <br /> <br /> <br /> <br /> <br /> What I would like is:<br /> <br /> <br /> <br /> 1. Either my money back for the insurance I bought under the pretext I would be getting a new phone in the interim mine broke, said forth by your employee <br /> <br /> 2. When I get my phone back from Samsung, BestBuy either gives me a new 4S or free upgrade. <br /> <br /> <br /> <br /> I look forward to your reply,<br /> <br /> <br /> <br /> A very unhappy cutomer

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