Best Buy Middletown

I made an appointment at this Best Buy specifically to replace the battery in my iPhone 13 Pro. Instead of receiving competent, straightforward service, I was given conflicting information from the moment I arrived. The first employee told me they were not allowed to replace an iPhone battery unless its health was at 80% or below, supposedly because of “policy.” That was a misleading explanation. The 80% threshold relates to eligibility for a free replacement under AppleCare+, not a blanket prohibition against purchasing an out-of-warranty battery replacement. Best Buy itself advertises out-of-warranty iPhone battery service. I had to challenge the employee and demand to speak with a supervisor before anyone gave me an accurate answer. The supervisor then acknowledged that the supposed policy did not prevent them from replacing my battery and said they would perform the service. Customers should not have to research Best Buy’s services themselves and argue with employees just to receive the repair for which they scheduled an appointment. Then, only after all of that, I was told the repair would take approximately four hours because the battery had to be completely discharged for safety before work could begin. While fully discharging the battery is part of Apple’s safety guidance, Best Buy never warned me when I scheduled the appointment that I needed to arrive with a discharged battery or that the process could add hours to the visit. What is the purpose of making an appointment if the store does nothing to prepare the customer for the service? This was an incredibly frustrating display of poor training, contradictory information, and terrible communication. One employee invented or badly misunderstood a restriction, a supervisor contradicted that explanation, and the store failed to provide basic preparation instructions that could have prevented a four-hour delay. I would not trust this Geek Squad location with another Apple repair. If you need an iPhone serviced, save yourself the argument, wasted time, and aggravation and go directly to Apple or another authorized service provider.

Love cats

Bought online for pickup. It process was easy and painless. Staff was great.

Had a very helpful salesperson. Actually knew what he was talking about and gave me good advice.