Best Buy & Geek Squad Policies

[JayBird_One]

So I just got my new phone in January , kind of close to the end of the month . I broke it early in February , but we took it to the BBM store 2/12/11 since it had to be shipped off. My phone reached it's designated destination on 2/16/11 , but the didn't even touch it until the 21st of February. I was told at the BBM store that it should only take two weekd to be repaired since I had purcahsed one of the newest phone out and that the parts would already be in stock . So it finally go back to the store "repaired" on 2/28/11. The manager called informing me that my phone had gotten here that day , but that it still wasn't fixed completely. I sent it in for a cracked screen , but was unaware that the earpiece was broken (if I even broke it). She told us she was going to ship it overnight and also that she would put my phone at the top of the list so i would have to wait as long. She had to close the order for her to beable to send it back out and said that I was going to get a new service number in an e-mail. I got an e-mail form BB , but instead of a new number it was the same identical number from before that had all the old information. So today (3/9/11) I finally called and asked about my phone. At fist the salesperson didn't even know where it was , then they called back saying it was in repair and that it had gotten to the repair place on the 7th of March. Since I tracked my other repair , I know it only takes two days to get to DFW,TX. So the manager didn't send it the night she said she was going to , she sent it two or three days later. This really , really sucks too because I was so looking forward to getting my phone back this week and it probably won't come until next week ! This process was dragged out for no reason. They make their delas & packages sound much better and worth more than what you're actually getting ! I say they need to get some local factories or buildings where they can repair the phones right in the state in which you reside. This is just killing me and my life !

Also I just wanted to know has anyone else had this problem with BBM/BB & Geek Squad before ?

Sorry for such a long post .

[Justin-BBY Community Connector]

Good afternoon JayBird_One-

Welcome to our forums!

Congratulations on your new cell phone purchase.  I sincerely apologize for the troubles you've already encountered during service repair as I'm sure this experience hasn't gone as you had expected.  I know I would feel similarly if I was in the same situation. 

Generally speaking, cell phone repairs may take up to 30 days to be completed once received by the service center.  However, it's alarming that yours was shipped back to the store unrepaired and another service order has started.  I'll personally step in and see what answers I can come up with, but first am sending you a private message for additional details.  You may view your private messages by logging into your account and selecting the letter icon in the top right corner. 

At any point you have any other questions or comments, feel free to reply here, or send me a private message. 

Sincerely,

[Android]

I'm sorry about the trouble you had.. Unfortunately it seems most employees are not trained accordingly to handle warranty repairs. I did have a similar incident, mine was a combination of data error somewhere on the BB side, bad communication, improper training, and an overall lack of knowldge. Luckily you found you way here, the corp representative here are very helpful. In my situation the corp rep did what no one else could in no time and was polite enough to call me and confirm everything. You can read more about it here: http://forums.bestbuy.com/t5/Best-Buy-Geek-Squad-Policies/Store-554-The-Good-amp-The-Bad-Where-is-my...