Best Buy & Geek Squad Policies

[missjeniece]

I purchased a BlackBerry Storm on November 21, 2008 at Best Buy along with the service protection plan, after being told that the phone would be repaired quickly if need be, or if it seemed like it ouldn't be repaired (like if the screen cracked) I would just get a replacement right there in the store).  Apparently I was told wrong, and I should have demanded a Terms/Conditions document, which was not offered.

 On December 24th, somehow the screen developed a little crack from where I was "clicking" it, which grew and grew.  On December 26th I took the phone in to be serviced at Best Buy. I was told to call the next week.  Throughout the next week (starting on Monday) I was told that the phone had been shipped off to the service center--that it would be about a 7-10 day turnaround.  I found out TODAY, January 6 that the phone wasn't shipped until Dec. 30th and that it didn't arrive until yesterday.

Now the delivery part makes sense with the holidays, I can understand that they're behind, but here's what I don't understand:

1) why I was told something completely wrong (concerning turn around time, how the plan worked, etc) and Consumer Relations can only say "sorry".  I wish I could just tell ppl whatever I wanted and only say "sorry" and get away with it!

2) how the service center says that they have it, says that its gonna take til February 2nd to repair, but no one knows why exactly...

3) why I was even given an ETA of February 2nd (doesn't that seem a bit far to anyone else? for a PHONE?)

4) why they can't just admit the thing is broken, can't be fixed, and give me a new one, instead of trying to wait for BlackBerry to get them some replacement parts...you'd think that if you're a service center that services that type of phone you'd keep the proper parts around somewhere or know how to get them quicker.

5) why I've been told different things by everyone I've spoken to.

6) why I'm paying $9 a month for this.

In the future I'll just stick with the Verizon insurance.  I'll have to pay a deductible, but at least they have in store technicians and I won't have to wait a month to use my phone...seriously, I'm paying for phone and BlackBerry service for nothing...thats more of a waste than a deductible.

Best Buy, this is ridiculous.  I just went to your corporate site, www.bestbuyinc.com, and I'm really disappointed that you're not fulfilling your responsibility to consumers.  I understand why people don't like big box stores.  And I think its bad principle to practice bad customer service.  May seem like just one phone, but I'm a big electronics person...I buy digital cameras, video games and systems, phones, TVs, etc...and I was just becoming a Best Buy customer.  Now I have to rethink that, or spreading word of mouth.

All in all, situation sucks.

[Elizabeth-BBY Community Supervisor]

Dear missjeniece, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-BBY Community Connector]

Hey missjeniece,

I’m sorry to hear about your recent BlackBerry troubles! I certainly understand how frustrated you must feel to be without your phone – I know that I’d be at a loss without my primary contact point! Please remember though that the dates you have been provided are merely estimates, and that you may ultimately receive your phone back much sooner than originally anticipated.

It’s also important to keep in mind that while Best Buy® is an authorized service provider for most brands we carry, some manufacturers may require that we ship products directly to them for repairs. This not only may lead to a slightly longer turnaround time, but also to potential shipping delays.

I do apologize if this does not meet your expectations, but remember that Geek Squad® Black Tie Protection – including our monthly mobile plans – provides repairs first and foremost. In the event that we can’t repair your BlackBerry, parts simply aren’t available, or the phone meets certain requirements under our No Lemon policy, we’d be glad to replace it for you.

If you have any other questions or concerns in the meantime, please feel free to let us know. We’d be glad to help you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Case #: 56337383

[wdgs]

I have to agree with missjeniece on this one. The best buy service plan is an absolute waste of money and i will be discontinuing it IMMEDIATELY. When I purchased it I was not give a terms and conditions page nor was I told that over the counter replacement would only be offered for the first 30 days. I had purchased it because I didnt want to deal with the sprint store  (always a nightmare) but at least I could overnight my phone to them and would get a new one overnighted back to me. That's a 2-3 day turnaround. The $50 deductible - who cares.

My blackberry's keyboard broke abruptly and when i took it in I was not even given an estimate for how long it will take to repair - all my calls to 888-bestbuy - and still no one can give me an sort of estimate until the phone is received. I pay for smartphone capabilities and all that I was offered was a piece of s$%t cheapo flip phone that has ZERO smart phone capabilities. I basically can do nothing but make phone calls and continue to pay for services that i cannot use while my phone will be out of my hand for indeterminate amount of time.

I will never use this program again - there is no silver lining to this cloud. This program is a mirage.  I will tell every one that i know.

[sdavis630]

I must agree as well.  I bought the Samsung Instict back in August.  I was told if  I EVER had any problems with it they would replace it for free as long as I had the actual phone (they do not cover lost or stolen phones).  I took my phone in the other day because I'm having nothing but program errors with it.  I was informed by Sprint that it was a defect in the phone since I have all the latest updates.  When I took my phone in I was told it would be shipped off and I would be given a "generic" replacement until it was fixed or proven unfixable.  Why am I paying for this kind of service?  Other carriers are great with shipping you a replacement immediatly.  This is such a JOKE!  I would rather pay the deductable and be done with it.

Thanks for the "lack" of information.  If I can't trust you to correctly describe your service plan how can I expect you to correctly describe the product I'm buying?

[MobileExpert]

Both of your problems stem from misinformation given by the sales associate. I believe that if you had been told the correct information up front, you would be happy with the service.

The BBYM GSBTP is still in its infancy, and very few of us are happy with the third party company we have chosen to handle the repairs. All the employees are hoping we can move it to the GS service centers soon, so turnaround time will actually be decent.

[Rkill1]

I agree that this plan is really bad and not worth the money.  I damaged my phone, a Blackberry Bold and took it to Best Buy 12 days ago.  No word, no contact...Nothing.  And, since it's a Blackberry, I'm paying for that service and using a cheap GoPhone while they take their sweet time getting back to me.  The insurance with AT&T would cost half as much and I would have a phone within 3 days.  The $50 doesn't mean much to me...but the time without an able phone costs plenty.

Also, the whole reason I bought the phone was because the sales associate also told me that the plan worked like the other plans at Best Buy...they immediately replace the product.   That was an absolute falsehood.  Who to blame for representations made by Best Buy employees?  Should we bear the blame for listening to sales associates of Best Buy? Of course not.  Best Buy should be bound by the representations of their employees. 

Bottom line: as soon as I get my phone, I am canceling and looking into what can be done so others don't suffer the same fate...because, without a doubt, they will.  Maybe a class action suit...Afterall, they are making lots of money based on their blatant misrepresentations to consumers.

[Nokia]

Actually, since ATT has tiered deductibles now, your deductible would be $125 for your Curve.

[Rkill1]

I don't care about the deductible on the insurance plan.  To be without a real phone for a month, which I'm now told by the Best Buy salespeople as being the average repair time, really hurts. 

[Rkill1]

Absolutely false.  I would never be happy with any plan that takes 30 days to repair your phone. Thirty days is what the Best Buy salesperson just told me is the normal repair time.  If Best Buy told customers that when they bought the phone, no one would buy the plan.  I mean, no one...