Best Buy & Geek Squad Policies

[Nokia]

Star, you are correct. If the phone is waiting on parts for more than 30 days, the store can send a request to the service center to have it approved for exchange.

[abmassey]

Four weeks on Monday...still no word.  Wondering if I'll get the phone within the next month...in the meantime I'm shopping for laptops elsewhere.  Will NEVER EVER use Best Buy for anything.  Useless, frustrating, no answers... anything But the Best!!!

[starhelper2587]

As I stated on the other thread you started, a CC should be along to assign your issue to someone soon.  Please be patient!

[Dorothy-BBY Community Supervisor]

Hello abmassey -

Aaron, from our Community Connector team, will be reaching out to you regarding your telephone concern.  Thank you for your continued patience; you should hear from him early in the week. 

[abmassey]

It has to be frustrating to be without a phone for so long.  I'm lost without my phone for even a couple hours.  Actually, if I'm without my phone for a while i start to think something on my hip is vibrating only to reach down and have nothing there.  It's crazy how technology has become so ingrained in our lives.

I really apologize for how long the repair on your phone has taken.  I don't deal directly with repairs on cell phones but I am aware of some of the issues plaguing that particular part of our services offering.  Right now repairs on cell phones are taking a long time, longer than they should.  We're working to improve it overall but the sheer number of repairs is making things difficult.  Under our Geek Squad Black Tie Protection, after a particular amount of time has passed, the unit can be evaluated for exchange.  Also, after 3 qualifying repairs the 4th issue would result in replacement per the No Lemon policy. 

The store should have offered you a loaner to use while the unit is at service and they are able to submit an "escalation" to get more information on the repair and hopefully an ETA.  Unfortunately, we aren't able to take care of every customer every time(due to backlogs, Warranty terms, etc.) , the best we can do is keep you informed and try our best to provide a world-class experience.  This doesn't always happen, its regrettable and I apologize.  I hope that we are able to get this unit back to you soon and you are able to have some level of confidence in Geek Squad as a service provider in the future.

Good Luck with everything!

(Sorry don't know how to include the OP)

Now THAT is how you handle a customer service complaint!  I still don't have my phone, but I feel like I have some idea of what is going on, why, and that someone actually gives a darn and will work to find a resolution to my issue.  Of course its a shame you can't actually do anything, but if nothing else you provided a tutorial for some of your cohorts on how to manage a consumer issue.  For that, I thank you. 

[Aaron-BBY Community Connector]

Hey abmassey,

Sorry for the delayed response!  Being without a phone is never easy – especially if it serves as your primary point of contact – so I can imagine how frustrated you must feel.  Although I do not know why you would experience difficulties obtaining a status update on your cell phone’s repairs, rest assured that I’d be glad to help you out.

I would like to take this opportunity to gather some information from you, so please keep an eye on your private messages.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.