Best Buy

Location where incidents took place;
On September 21, 2020
Best Buy Leaside

147 Laird Dr.
Toronto, ON M4G4K1
(647) 777-3196

Hello,
I am writing this e-mail regarding a warranty claim (3-year geek squad warranty plan). The device in question is a Mac book Air. This Mac book was purchased from 147 Laird Dr, Toronto, ON M4G 4K1 Best Buy about a little more than two years ago. With having technical issues (apps not working, needing to force quite apps and force shut down) recently, I took it to the store where it was purchased. After having sent it for repair, I was told it had "accidental damage" and wouldn't be covered by the warranty plan. The manager was dismissive and unhelpful. He was quick to point the finger in assuming it was caused by me.
This Mac book had been cared for perfectly right and has never had any liquid spilled on, or stored under rain/around humidity. There is no way it has "liquid damage" caused by me or other factors under my watch. The manager claims he was sent "pictures" which I was never Shown, or sent copies of. I was finally sent copies of it at a later date. I would like to have this issue investigated. I need my Mac book urgently, and have no time to make 20 calls a day! What they are claiming to be "accidental damage", has nothing to do with me. It may have been caused by transportation from the store to the repair center.
I purchased a warranty being reassured that the geek squad would repair my laptop and even replace it if needed. However, that is not what is happening. I am being told I am wrong and it's "accidental damage" when I know that is 100% false. This is unacceptable and frustrating to have to go through. As promised when purchasing my warranty, I need my Mac book to be repaired under my purchased warranty.
The actions and atitude of the manager is absolutely unectble. I did not get the costumer service every costumer derserves. I was instead dismissed when explained the issue. I was told I could receive a "20% discount on a $400 fee" which I shouldn't have to pay. The manager totally changed the topic and offered no further help. I am demanding response for the terrible service, and customer service given by the manager.

More details;
On September 20, 2020 I received a call, then later went to the store to follow up. They then informed me the repair centre had found "water damage" and even claimed they had been sent pictures of it, which wasn't shown to me. The geek squad manager then said it's "accidental damage". After a conversation explaining there had never been water spillage, and the laptop had been in a dry, safe place. The manager went on to disregard and dismiss what I had said. After continued by saying he could offer us a discount for the "$400 fees" Which isn't covered by my warranty, having completely changed the subject. He completely disregarded what I said, didn't show me the proof or take into consideration what I had stated.
I was then forced to make numerous phone calls following up on the issues. No one was able to take in a complaint from me, as I requested. Many customer service agents were helpful however, I was sent through many loops being told that it's wasn't the "right department" and got connected to another "wrong department".
I am very frustrated with the lack of responsibility. This is unacceptable. The store manager was so confident in blaming me, even when told I had never spilled any liquids, or put the device in poor conditions. I shouldn't have to explain myself so many times, and then be ignored. I am very disappointed with the in-store service/help I was given. I am demanding better customer service and repair process! Thank you!

I want to state a few things for the record. My Mac book has never had any water/liquid spilled on it. It has always been carefully cared for and kept in it's the laptop bag. Since the manager claimed "it could be caused by humidity", I would like to confirm there is no way that's the case because we own a dehumidifier. My Mac book is always used by me, so I am aware of anything that happens to it.