On June 21, 2016 I purchased a galaxy s7 from Best Buy Mobile located inside the Crabtree Valley Mall in Raleigh, North Carolina. At the same time I purchased a screen cover and also a rubber protector for my new phone. It worked just fine and I was happy with my purchase and the wonderful customer service I received. The person who sold it to me told me I did not need Geek Squad coverage since I was already paying for insurance through Sprint. I took his word for it. On July 18, 2016 my phone went dead. As in completely dead, no hard or soft boot would bring it back to life. It had been at 91% charged and just died randomly in the morning. I had not dropped it nor did it have water damage. I am a 41 year old female- I take very good care of my things. My first visit was to the Sprint Store in Garner, North Carolina. At this store I was told that the best they could do for me was get me a refurbished phone. WHOA. I just paid $700 for a brand new phone and you're telling me the best you can do ONE MONTH into having it is getting me a used one? So they instructed me to go back to Best Buy because they are the "only ones" who can give you a brand new one. I packed up my children and drove 20 miles to the Best Buy located directly outside of Crabtree Valley Mall. It was approximately 10:10am and the store was pretty much empty. I walked over to the phone section where there were five Best Buy employees. One employee was helping a customer. I stood there for 3 minutes before I was acknowledged. I was finally acknowledged, not by the four non-busy Best Buy employees, but by the employee who was helping a customer. He said, "Is there something I can help you with?" as if I were a bother. I said, "Yes" and explained my situation. At that point one of the other employees piped up and said "we need to know what level of membership you have" WHAT? I bought a phone from your company less than one month ago. It no longer works and you're telling me that whether or not you can help me is based on my "membership" level? Basically they walked me over to customer service. They printed me out a duplicate receipt which said that I had had 14 days to return the phone and since we were past those 14 days there was nothing they could do. I see how it works. Best Buy only cares to sell you the phone, but if you have a problem within a reasonable amount of time you are just screwed. The girl at customer service said my only recourse was to contact Samsung. I said, "I don't know where to start. I mean do you have a number for them or anything." She did give me the number. And that was it. It was kind of sad that I had to ask her for the number. You'd think she'd offer that out herself- because that would be GOOD customer relations. Maybe even say "Hey, the store is pretty empty, I have a phone over here you can use to call them since I understand you have no phone." But no, that didn't happen. By the way no apology at any point during these interactions. NONE. Not even a "Yeah that's a terrible situation." That was my experience with Best Buy. I have learned several things from this situation but most importantly I will not be purchasing ANYTHING from Best Buy in the future, as there are other choices out there with better customer service. So this is where I am now....I called Samsung and have sent my phone to them. I have no idea what I am getting back from them. It may be a new phone or refurbished. If it's refurbished I'm guessing I am out the $24 I paid at Best Buy for the screen protector and I am PUNISHED by having to use a refurbished phone after being less than one month with my brand new phone.Oh and I have NO phone for the next two weeks. My job hinges on me having a phone. I need a phone. I have small children and I need a phone for safety reasons. ALSO, I am paying Sprint for two weeks of service that I won't be using. This all could have been avoided had I got an even exchange from Best Buy with a new screen protector included. It is unacceptable that I have to go through this. Had it been two, three months....sure I get it. But less than a month? I will certainly be smarter next time around and avoid Best Buy and be certain to tell all my friends and family too as well.