01-06-2009 03:07 PM
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.
01-07-2009 03:15 PM
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.
01-09-2009 11:22 AM
01-16-2009 09:29 PM
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.
03-17-2009 09:25 AM
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?
03-17-2009 12:57 PM
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.
04-23-2009 04:58 PM
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.
04-28-2009 06:31 PM
04-28-2009 06:34 PM
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...