Geek Squad

My phone was purchased at Best Buy near the Tacoma Mall in Washington. I have never had a problem using the Geek Squad, with their customer service, or this store in the past. Yesterday, I called and spoke to an agent. He did tell me they do limited troubleshooting, but could look at my phone, and if nothing else give me possible solutions to the issues I was having, and made me an appointment for today, suggesting I do a factory reset first to see if that helped. I did, and the reset didn't help so I kept my appointment. Today, at the counter, I explained the issues I was having. The "agent" immediately turned to another, asking if he should call the geek squad (assistance I guess)??? He did so without even looking at my phone, trying to see what I was talking about, or anything else. He spoke briefly to the lady at the other end then handed me the phone. Long story shorter, I was given no choice but to mail my phone in for replacement by the manufacturer no matter the issue if I wanted it fixed, or replaced. The agent in front of my face apparently couldn't check to see if I had a setting incorrect, or some other simple solution (which probably wasn't the case). He just decided he couldn't do that, and admitted he was "just a tech in the back and worked on computers". If that was the case, why was he out front? He didn't even touch the phone. If nothing else, he could have said he would try to help with anything by looking at it rather than passing the problem on to some person on the phone who wasn't even there. He admitted he was clueless about a cell phone and if you are a member of the Geek Squad, you should at least have a basic understanding of the products in your store, and the ability to take a few of the 20 minutes allotted in an appointment to personally try to help. I understand that cell phones aren't typically fixed by the Geek Squad. I understand also that sometimes a quick look by someone more familiar with operating systems of electronics can identify an issue I cannot. This man wasn't even willing to try. It was pointless for the agent yesterday on the phone to make me an appointment, and pointless for me to waste my time showing up.