Best Buy Announces Termination of Its Samsung Repair Program
Best Buy Shuts Down Samsung Repair Program.
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Best Buy has officially announced the termination of its Samsung repair program, which was operated by Geek Squad. This decision marks the end of an era where customers could conveniently get their Samsung devices repaired at Best Buy locations across the United States.
The Sudden Disappearance of Best Buy from Samsungโs Authorized Service Centers
The first hints of this change were noticed when Best Buy locations started disappearing from Samsungโs authorized service center locator. Previously, customers could find Best Buy listed alongside other Authorized Service Providers (ASP) when seeking repair services. However, in recent days, these listings have vanished. For example, the Best Buy store in the Fort Worth, Texas suburb of Hulen, which was listed just a week ago, no longer appears. Similar omissions can be observed in other major metropolitan areas such as Los Angeles, California; Denver, Colorado; and Miami, Florida. The remaining authorized service centers are predominantly UBreakiFix locations.
While neither Best Buy nor Samsung directly confirmed the ending of the repair program, their responses to inquiries were telling. When contacted by The Verge, both companies sent non-denial statements. Mario Renato de Castro, head of mobile customer care at Samsung, noted, โWeโre in discussions with Best Buy to determine how Samsung can best support our customers moving forward,โ emphasizing that Samsung currently has โmore than 9,000 Samsung Mobile-certified technicians in the U.S. providing walk-in, mail-in and We Come to You van services.โ
Katie Klister, spokesperson for Best Buy, stated, โWe know how important it is to our customers that weโre there for them with the right services and expertise for their technology, and weโre currently working together with Samsung to evaluate the best way to support our mobile customers with authorized services and repairs.โ
Changes in Repair Services at Best Buy
Previously, any customer could schedule a Samsung device repair at any Best Buy location regardless of where the device was purchased. Under the new changes, repairs will be restricted. Stores will now only accept repair requests for phones bought at Best Buy, and even then, only if the customer has purchased Geek Squad Cell Phone Complete Protection insurance. Additionally, replacing a device may now involve a deductible fee, which can range from $199 to $249 depending on the cost of the phone.
Despite the dissolution of the repair program, the partnership between Best Buy and Samsung remains strong. During a recent earnings call, Best Buy CEO Corie Barry indicated that the company is expanding its collaboration with Samsung. This includes increasing โvendor-provided expert labor in appliances departments across hundreds of stores.โ Samsung frequently positions experts within Best Buy stores to assist with selling their personal electronics, indicating that the relationship between the two companies continues to thrive in other areas.
The pivot away from the repair program is part of Best Buyโs broader strategy to create โfurther efficienciesโ in its supply chain and Geek Squad repairs, according to Barry. This strategic shift comes amid internal restructuring within Best Buy, including layoffs. On June 6th, some Best Buy employees were reportedly instructed to work from home and await a โbusiness update,โ sparking speculation about potential job cuts. This follows mass layoffs of Geek Squad employees in April.
Limited Repair Options for Samsung Owners
Best Buyโs withdrawal from the Samsung ASP program reduces the options available to Samsung device owners seeking repairs. This limitation is compounded by iFixitโs recent announcement that it is cutting ties with Samsung over issues related to parts pricing and availability. iFixit also highlighted constraints on the number of components it could sell to repair shops, further limiting repair options for consumers.
According to a report by 404 Media, Samsungโs contracts with its authorized repair shops included several peculiar terms. One notable requirement was that repair shops must remove non-OEM parts found in a device and report this to Samsung, raising concerns about the implications for customers who had previously used third-party repair services.
The termination of the Samsung repair program at Best Buy is a notable change in the landscape of device repair services. While Samsung continues to offer various repair solutions through its extensive network of certified technicians, the convenience of getting a Samsung device fixed at a local Best Buy is no longer an option. Customers with Geek Squad Cell Phone Complete Protection insurance may still avail of certain services, but the landscape for Samsung device repairs has undoubtedly shifted.
Disclaimer: The information provided in this article is based on publicly available sources as of the date of writing. The situation may evolve, and readers are encouraged to verify the current status with official sources for the most accurate and up-to-date information.
As an investor it's important to stay updated with major news. Get real-time stock market alerts, news, and research by creating an account here.