Best Buy & Geek Squad Policies

[pancake1967]

Thanks again for your response and reminder of how long it's been.  But, in the spirit of customer service, I would suggest that BB mention that timing upfront. 

Answers after the fact are not, in my opinion, customer service and shows a lack of proactiveness.  It's easier to answer questions and rely on the consumer to follow up, than it is to anticipate the consumer's questions and answer them upfront, like Nordstrom, Amex, etc.

[pancake1967]

BTW, I have been a Marketing professional for the past 20 years, so please take my opinions as ideas based on my experience; not the right answer.  You guys know your business better than I do; my expertise is based on keeping consumers loyal to brands.

Also, I am getting a "good cop, bad cop" vibe from Nokia and BBY admin. 

[Dorothy-BBY Community Supervisor]

My apologies pancake1967!  Nokia is correct, normally business response on the forum should take no longer than 3 -5 business days from date assigned.  I mention that off and on in my assignment posts, however sometimes I switch it up to avoid sounding like a robot!

I will ensure that Melissa has visibility to your feedback too, and thank you again for being patient! 

On a side note, I think Nokia was just trying to be informative.  I hate how text has no tone.  

[Melissa-BBY Senior Social Media Specialist]

Hi pancake1967,

It sounds like your iPhone took quite the fall! I am very sorry to hear this, though it was very fortunate that you had purchased the Geek Squad® Black Tie Protection (GSBTP) plan for it. I was disappointed to hear of the trouble you had getting the rapid exchange process started and I would be happy to look into this further with you.

Setting up service under the GSBTP should actually be quite simple working directly with the Geek Squad®, though it does sound like there may have been some parts of this process that could have gone smoother in your case. If the Geek Squad® Agent indicated that Best Buy® and Geek Squad® are separate companies, as Nokia stated, this is untrue. They are simply separate departments and primarily use different systems. While loaner phones can be offered during the time it takes to provide service on the iPhone, they are generally basic phones meant to allow our customers a method that they can be contacted by.

With iPhones, we offer the rapid exchange process that should provide less of a repair timeframe, than a standard repair. Generally, the Geek Squad® arranges for your iPhone to be shipped to one of our service centers. At the same time, a second service order is created for the service center to ship back a refurbished iPhone to the store. The replacement iPhone should be refurbished to original factory standards. The fact that you were told three weeks however for this process, does not sound right, as it should only take approximately 3-5 business days for the replacement to be shipped, unless unforeseen delays occur.

I did some checking into your service order and noticed that not only has the replacement iPhone been shipped back to the store, it has actually been delivered and it should be ready for you to pick up shortly. I have sent you a private message as well regarding this issue so please be on the lookout. To check your private messages, first ensure you are logged into our forum and then click the envelope icon in the upper right corner of this page.

Thank you for your patience!

[pancake1967]

Thank you so much! 

Is there anyway for you to contact the store and confirm that I may be able to pick it up tonight?

Again, I am really impressed with your follow up and how many folks have been engaged on this issue.  Can't wait to get my iPhone again, and if all works out, you will have a lifelong customer in me because of your support.

Thank you!!!

[pancake1967 · Accepted solution]

Hi!  I wanted to circle back to this forum and give you guys an update. 

I picked up my refreshed iPhone yesterday and I am so happy with it.  Nokia, you were right.  The refreshed iPhones look and feel like new ones - you can't tell this difference. 

I want to thank Best Buy for all their help in this matter.  AND I WILL BE A LOYAL CUSTOMER FOR LIFE, AND RETRACT MY STATEMENT:

"BLACK TIE PROTECTION IS NOT DISAPPOINTING.  IT ENDED UP BEING EXACTLY THE GREAT CUSTOMER SERVICE EXPERIENCE I PAID FOR!"

Thank you Best Buy!

[SlimJim77]

Awesome news!! Thanks for sharing.

[Nokia]

Glad to see the store employees were able to get everything resolved.