04-26-2012 12:47 PM
We purchased 3 new phones in November from Best Buy Mobile in Gastonia, NC when our Sprint contract was up. We decided to go with a different carrier, as mobile & data service was nearly non-existent at our home with Sprint. We researched the carriers and found that AT&T had one of the stronger signals for our area. It capped the deal when a couple of friends always had good signals at our home with their AT&T phones.
When we went to the Best Buy Mobile, the manager of the store asked us what we needed, plan-wise. These phones are used for our business, so we wanted a plan that would match up to what we had with Sprint. One of the features we told him we needed was the unlimited mobile to any mobile, and he assured us that the plan he was putting us on had that feature. As Best Buy Mobile also sells Sprint plans, and the manager seemed familiar with the plan we were transitioning from, we felt confident that we were getting the phones we wanted with the services we needed.
A few months later, business is booming, and YIKES!!! We have a $300 overage on our phone bill. The reason? Come to find out, when I researched the plan we had been placed under, the mobile to mobile minutes are only good between AT&T mobile phones - not all mobile phones. We never would have agreed to this plan if that were the case. We never had to pay extra on our Sprint phones. Of course, nothing in the store physically shows the plans/details, we went by the manager's recommendations after explaining our needs.
I realize that Best Buy doesn't create the plans, but I expect that the staff would be more concerned with meeting the customer's needs, especially when it was reiterated many times that most of the business we do is cell phone to cell phone calls. We told him that we needed to be able to call any carrier's mobile, as we were able to do with Sprint. He told us it would be no problem, and the 700 any time minutes would be more than adequate for what we needed after looking at our previous usage of non-mobile to mobile calls. I have had to upgrade our plan, but it was an expensive lesson learned at OUR expense.
04-26-2012 05:33 PM
04-27-2012 01:08 PM
04-27-2012 03:39 PM
It’s great to hear that your business is doing so well, but I’m sorry that your phone plan wasn’t there for you when you needed it. We definitely want to make sure that we are getting you in the plan you need; that’s our job.
When did you incur and discover the overage charges? As DanK asked, did you have a chance to chat with your local Best Buy Mobile team about it? If not, please send me a private message with your Customer Service Pin number (found at the bottom of your purchase receipt), your home phone number, and an estimated date for the charges. I can’t make any definitive promises, but I would like to make sure we do what we can to help.
You can send me a private message once you’re logged into the forums by selecting the envelope in my signature below. Have a great weekend.