Best Buy & Geek Squad Policies

[dreadlocsoul]

On Tuesday, August 31st , I took my phone in for service due to the fact that I had dropped the phone on concrete and completely shattered the screen. This happened the exact same day, after signing up for Best Buy's protection plan. Imagine my anger at purchasing a phone, having it covered over warranty, and damaging my phone the same day! I was mortified, but at least secure in that I had done the right thing by purchasing extra coverage for the device. I remember the representative telling me (the person who sold me the service) that I'd be without my phone for a week -  two weeks tops. He also told me that I would be provided with a loaner phone to use while my phone would be serviced.

Well, when going into the nearest Best Buy to have my phone serviced, I was then informed by their mobile department that it generally takes two weeks to receive the phone back. After receiving confirmation and a receipt with service order information, I saw on the paper that the return date was 30 days after the date in which service was required. I asked the technician about this and he replied "they just put that on there but you'll receive your phone back in about a week or two." To top it all off, the loaner phone that I was informed about prior to purchasing the service cost me a deposit of $150. THIS WAS NOT MENTIONED TO ME AT ALL WHEN PURCHASING THIS SERVICE!! It has been a week and I've been checking the status of my phone each day... each day I receive different information as to when I will receive my phone back. The second to last representative gave me much attitude and stated "you'll get your phone on the 30th," which is a direct contradiction of what I was lead to believe when I purchased the service.

I would like some concrete information on the status of my phone... Better yet, I'd like to receive my phone within the allotted time I was educated at first which is two weeks, instead of the 30 days. I understand that the 30 days is etched in fine print, however if I am told by one of your representatives to ignore this information, then what am I, as a paying customer, to believe? I am contemplating canceling my service once I receive my phone back, and I just may do all of my electronic purchases, from now on, at Conn's or somewhere else where I will receive a solid answer instead of being toyed with by Best Buy.

My phone is being serviced by the Best Buy at the following address and number:

16980 Southwest Fwy

Sugar Land, Tx

(281) 240-1110

My phone number is{removed per forum guidelines}. Please give me a call whenever possible

[Dorothy-BBY Community Supervisor]

Good afternoon dreadlocsoul -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience!

[dreadlocsoul]

Okay, I'll be waiting. Please have them to call me.

[dreadlocsoul]

I just spoke with Best Buy and they were not able to tell me anything. I spoke with a supervisor on yesterday and I was informed that I would receive a call yesterday afternoon or today, and still no phone call. I am becoming increasingly upset at the pace this is taking and I cannot stand when a company states things and does not follow up. If I don't receive additional information by this evening, I will cancel my Black Tie service and stop shopping at Best Buy all together.

[Pneulemen]

It sound like bait and switch to me.

[cr_client]

Community Connectors only work Monday-Friday, 8-5. They occasionally check in on the boards over the weekend in case there's spam that needs to be cleaned up, but they don't have access to company systems to do work from home, because the Corporate Office is closed on the weekends.

Aaron should respond to this thread no later than Thursday of this week (3-5 business days from being assigned). If your Black Tie service is cancelled before he gets a hold of you, there probably won't be anything at all that he, at the Corporate Office, can do.

[Aaron-BBY Community Connector]

Hey dreadlocsoul,

I can imagine why you’d be upset!  I’d be disappointed too if I had to send a brand-new phone out for repairs, especially if I had just purchased it earlier that day.  Your frustration at discovering that our service center has 30 days from the date your phone arrives to compete repairs is also understandable.

I’ve had the opportunity to look into this situation and it’s my understanding that you’ve already been in touch with John in our Consumer Relations department regarding this issue.  I’ll be following up with him and the management staff at our Sugarland, TX store to see what can be done to assist you, so please make sure to keep an eye on your private messages over the next few days for further communication.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.

[dreadlocsoul]

Awesome. I was told earlier today that I wouldn't have my phone back for another 2 weeks or more.

[Aaron-BBY Community Connector]

dreadlocsoul,

I’ve sent you some information regarding your phone’s repairs, so please make sure to check your private messages.

[dreadlocsoul]

I've received your response... no one has been able to help me. I've been given nothing but "you'll have to wait" from everyone that I've spoken to. Not only had this last response from you, Aaron, raised my hopes of maybe getting something done, but it's made me come to the belief that this company is soley concerned with profit. I state this because the terms and conditions were NOT explained correctly when I first purchased this plan. I have been lied to repeatedly, and for this reason, I will be terminating my black tie coverage once I receive my phone. I'll also take my shopping elsewhere, as I am not in the business of supplying this company with anymore of my hard earned money. It is now my understanding that I will have my phone back in a week's time (I hope THIS is true), but given you all's honesty rate, I won't hold my breath.