Best Buy & Geek Squad Policies

[zildjian215]

It is now January 31, and my phone is still not only broken, but I also haven't gotten a reply as to how this issue is going to be resolved. I know that the protection plan is still in place because I just got billed again recently. What gives, folks? Do I get a brick phone with the battery in the bag as a loaner next?

[Mbrguy Emerging Expert]

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zildjian215 wrote:

It is now January 31, and my phone is still not only broken, but I also haven't gotten a reply as to how this issue is going to be resolved.

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In case you weren't aware, the Loaner Phone program is a store by store program and completely SEPARATE from Black Tie.  Black Tie doesn't offer Loaner Phones, it is a separate program that Best Buy has implemented to help keep you from not having any phone at all.  The Loaner program was meant to make sure that you had a working phone while yours was being replaced, unfortunately, they cannot guarantee that you'll have a phone with every single capability of your phone.

Just another thing to think about.  If you had sent the phone off originally, yes you would have had to use just a normal phone for about 3 days, but you would have had your replacement phone almost 2 weeks ago.  I've had to have my phone replaced twice, and I use an iPhone so I understand how hard it is to be without the extra capabilities.

Unfortunately, if they don't have a Smart Phone Loaner, then there isn't much that can be done.  They can't just click their heels and magically create one.

[redbarron55]

We really don't care how the systems are organized. The platform is Best Buy and the impression is that you are being served by a competent company. Nothing can be further from the truth.

It seems no won is responsible for retaining customers and offering customer support. There are many people whose job it is to lead the potential customers to believe that this exists where it does not.

Good luck with the experience.

'I would care less if they happen to have a loaner or not. They have contracted to provide the service not to maybe provide it if convenient and we happen to have a loaner.

Take a new one and out in the pool ...... Uncaring, incompetent, nonperforming idiots.

[zildjian215]

@Mbrguy: Taken from http://www.bestbuymobile.com/blog-post/geek-squad-black-tie-protection-whats-it-all-about

“Impartial & informed advice.”
Before you come on down to sign up, let me tell you one more thing that we at Best Buy Mobile can offer you when your phone is out to be repaired. This is not connected to Geek Squad Black Tie Protection but is something we offer you, our valuable customer, to ensure that you are not without a phone during that period it is out being fixed. How about a loaner phone? That’s right, for a refundable deposit of $150, you can have a cell phone that keeps you in the loop. Text messages and phone calls will be there, and we will also transfer all the data from your phone to the loaner phone so that you have EVERYTHING you need.(Note: loaner policies may vary from store to store.)

First, please understand that I'm not upset with your response as I am not trying to start a "he-said-she-said-they-said" war. I just want some clarity and would like to have some sort of resolution to this that will be mutually beneficlal to ALL parties involved, not just Best Buy.

Now granted, that handy-dandy little disclaimer at the bottom quickly absolves any Best Buy from any responsibility for their loaners, but that's pretty convenient isn't it? So what's this about the loaner phone program being "completely SEPARATE" from Black Tie? The way it was sold to me, I was told that I get the loaner phone to cover all (yes, ALL) of my bases while my phone was being sent out for repair. What's been written on the website from best buy mobile certainly doesn't sound like they're going to cover what I need (See: "...and we will also transfer all the data from your phone to the loaner phone so that you have EVERYTHING you need."). If they wanted to make sure I had "EVERYTHING I need", then I would naturally assume that my data capabilities are covered as well. I recently took a trip and without a smart phone, it would have been much more difficult to coordinate everything I had to do as well as much more expensive.

I'm even less thrilled with the idea that they want to charge $150, but this article/blog/whatever it is was posted in November of 2010 so the policies have most likely changed since then. Still, this does not excuse the fact that I was sold a Black Tie Protection Plan with a guarantee that I would be able to get a loaner phone back that would be capable of covering my bases until I got my original (or

refurbished phone in this case) back. At one point, I was even told that certain stores in my area stocked loaner iPhones so i figured that would at least keep me covered. Sadly, I've called those stores and got the same response every time: "We don't have iPhones as loaners. I don't know who told you that, but we don't." The one thing they seem to be doing right is charging my bank account every month for this.

Mixed messages, falsely leading advertising, terrible customer service (in-store and out)...I really can't think of a reason why anyone would/should purchase this service going forward.

And again, please understand I'm not trying to get you all riled up or start some sort of an internet argument (I mean, really?), all I want is a phone that will cover what I need it to do while they fix the issues my phone has been having (or just replace the stupid thing). Yes, it's been 2 weeks now, but at this point it's less about the phone and more about the program. I've already decided to purchase an unlocked smartphone to use as a temporary replacement seeing as to how it'll cover me a little better, but I shouldn't have had to do this in the first place!

[zildjian215]

@redbarron55: I completely agree. If it's Best Buy who is offering the program to begin with, then shouldn't the whole thing be covered under their collective umbrella anyway? They're really good at selling the items, but when it comes to guaranteeing it? Well...

I can't begin to tell you the number of blue shirts I've had to talk to just to get one issue resolved. Of course, when I have to actually purchase something, then they're all experts and are all willing to help out. However, when it comes to a customer issue, then suddenly the blue shirts become incompetent, non-contributing zeros.

This wouldn't have been an issue if they were simply up-front and honest and said "We may not have a smartphone to cover you in case you need repairs." If that were the case, I would have thought twice about purchasing such a plan, but hey, that's EXACTLY why they didn't say it. Whatever it takes to get the sale.

It's like I said before. If any of their personal phones broke, they would not hesitate to grab the best loaner they have and tell customers they're out. Phones get outdated just as fast as computers these days, so how difficult is it to have a loaner that isn't at least somewhat capable by today's standards? If a smartphone is being sent in for repairs, then give the customer a smartphone that was offered a few months back that they're getting ready to move off the shelf. Oh no, what would be too difficult and costly...because then that would mean that Best Buy would have to actually...believe in their own program.

[DOBitner]

I had the exact same experience. This is very common. I will never buy the Black Tie Protection again. It is borderline fraud.