Best Buy Refuses to Honor Protection Plans Vero Beach Florida

I have been a Best Buy customer my entire life, but they have been the only company I have ever used for smart phones. I have gotten every smart phone from them and used their protection plan since my first phone. The few times I have had to use the plan at this store over the years, I have had to jump through hoops, by going in multiple times to see the manager and to call in to corporate as there was always a reason they would not honor my insurance plan. I had to keep going in (or go to another store) to find a more reasonable manager,

This time they told me my phone was abused, when it was not. I dropped it, the screen cracked, and a chunk of the glass fell out. Due to the glass falling out and the edges being scuffed up, the Geek Squad Manager and the General Manager refused to honor the protection. After it being explained why, I asked that basically he was saying they can subjectively refuse to replace any phone for any reason, and the manager agreed. I asked repeatedly to see any specific documentation explaining why my phone was deemed not able to be exchanged, yet there was none in the protection plan contract and the response was just that it was in their training.

This is unethical and unfair business practice and horrible customer service. I will look into legal options to see if this can be remedied, but Best Buy has lost a decades long loyal customer, all for not wanting to honor something that had been paid for for years