Best Buy Springfield

Do not take your Apple products here for repair, even under apple care. Geek squad is not equipped, capable or trained for simple tasks such as back glass replacement. Management is rude, inept and completely wrong regarding apple care policies. We dropped an iPhone 16 pro max off 3 hours before close on Friday for a back glass replacement. We were told we would be notified when the phone was ready for pickup. After no call or text we ended up going back in to the store 20 minutes before close to pick up what should had been a repaired device. The first geek squad member told us the phone was not repaired, nor will they be able to repair it as they believe there are glass shards inside of the phone. He mentioned they needed to get ahold of apple for further instruction. Mind you we're finding this out 3 hours after dropping the phone off, 20 minutes before the store closes. Not entirely a huge deal.. But we should had been notified of this prior to making the trip back to the store, let alone right before they close. This would normally not be a huge deal, we'll grab the phone and take it up to an actual apple store for repair or replacement. After asking for the phone back we were told by the geek squad member that they can not give it back. So now they're holding our personal property under the guise of "their policy". We asked for a manager, she comes over with immediate attitude saying again we're not getting the phone back. She cites it's a liability, we could be cut by it. After some back and forth she finally reluctantly gets another manager. This manager with a different tone now tells us that if we take the phone it will void any apple or apple care warranty. We agree to let them keep the phone overnight and are told this is made a high priority and we will receive a phone call first thing Saturday morning with an update. We finally received a phone call after 11:00 Saturday morning from another associate. She had no news, they have been unable to contact apple. I directly confirmed with apple care and the apple store that no warranty would be voided if we removed the phone from best buys "care" By this time I had already made arrangements at an apple store in Portland so we tell them we're coming in to pick up the phone. We pick the phone up with little issue, and are told we will be refunded due to them not being able to make the repair. There is still no refund pending on our account. We received the phone back in multiple bags and pieces. We dropped it off at the genius bar at the apple store and had the phone back in 1.5 hours. They could not figure out why geek squad was unable to make the repair. There were no glass shards in the phone, we were told that it is nearly impossible for that to happen. So not only were the managers flat out wrong about warranty being voided it doesn't appear that anyone made an actual attempt at contacting apple for the next steps. This stores poor management, execution and communication are reason enough to never return. Throw in a bad attitude from a manager who tells you "we're not returning your phone" absolutely ensures we will never shop here again.

I needed help and the Geek squad was perfect. I would like to especially thank Noah. He did a wonderful job helping me with my computer.

Excellent Information,provided. Perfect ! Less than expected to pay!

Excellent service, friendly and knowledgeable