Apple TV Remote Literally Broke

[xenoako]

In July 2023, I purchased two Apple TVs from BB. All is well on one unit, however recently the unit used by my wife literally broke.
The "power" button at the top came out and would not stay secure. There was no foul play as no children or casual visitors were in our house.
BB said not only could they not just replace it even though BB Tech extended Apple Care+, but I had to pay $15, wait for the physical device to be sent to Apple, then drive back to BB to retrieve the repaired or replaced device.
The drive alone is a frustration as the closest city is CHA which has BB or drive many more miles for Knoxville.
I hope whoever is next can find a resolution not available to me in this scenario.

 

[russell_314]

You probably could have mailed the device to Apple yourself and left Best Buy out of the loop.

I know they’re supposed to be an alternative to the Apple Store but they are 💩. I had them replace my iPhone under Apple Care and it took over six hours to get it done. I’ve had the same done at the Apple Store and it took less than 30 minutes.

The reason I went there was it was a 20 minute drive vs an hour to the Apple Store. Big mistake on my part

 

[bodonnell202]

My Apple TV remote from my 3rd Gen ATV 4K died the same way. Seems the power button is a weak point...

 

[CharlesShaw]

Interesting. I almost never use the power button. I wake the system with the TV/Control Center button, which I later long-press for the on-screen power down.

 

[HDFan]

If you have Applecare (through Apple) I'd give them a call.

 

[xenoako]

Buying the device through BB extended my AppleCare+ for a second year, but proved to have little value for me.
I did not anticipate the obstacles in this scenario. I was told that had it been a 'technical' issue then they could give me a store credit for a new remote. However, since there was 'physical damage', Apple wants to see it. That reminds me of the early days of iPhones when I lived in OKC. I showed an Apple employee a scratch or crack on the front of the iP and they promptly replaced it the iP.
Going to (CHA) BB takes maybe 45 minutes. Going to the nearest (Knoxville) Apple Store takes at least 2 hours.
In any event, the deed is done so lesson learned.

 

[xenoako]

My Apple TV remote from my 3rd Gen ATV 4K died the same way. Seems the power button is a weak point...

How was this resolved for you?