Best Buy & Geek Squad Policies

[Brian1000buddy]

Today I went into best buy because I was having problems with my motorola devour, I also have the black tie protection on it so I was thinking they would swap it out for another one since I am paying $10 a month for this protection. I, however found out this was not the case. I would have to let them send my phone away and wait 30 days to hear back from them telling me it is broken. Not only this but I found out that verizon does this but sends you a replacement phone in advance so you have the phone you paid for the whole time. The best buy employees also gave me a loaner phone, however this is one of the free, no feature phones that they practically pay people to take. I was expecting way more help from best buy since I am paying for the protection. I plan on getting my phone back from them first thing in the morning, dropping the black tie protection and never dealing with best buy again!

[Nokia]

First off, were you originally told that your phone would be sent out for repair?

Yes, VZW does offer insurance, but you have a $150 deductible to pay as well. You pay more money, you get a better plan.

[b12njoy2010]

$150?

VZW deductible is 39 for phones, 89 for advanced devices

[Nokia]

They've lowered it then.

Still makes it more expensive.

[Brian1000buddy]

No I was not told when I signed up for the plan that it would have to be sent off and I would much rather pay the deductible and get a phone then wait a month and be stuck with a crappy one until the other one was repaired and the verizon plan would in the long run be cheaper even with one incident, in would not have to pay a deductible this time because it was a defect. That's why I'm taking it to verizon tommorow and they are going to replace it not send it off

[JoshSB]

Actually Nokia, for once I have to agree, GSBTP on mobile phones does not add up.

Myself personally, my phone is 100% critical to me, I do not have a home phone and I have to have it for work, for document sharing, and for general use 24/7.

I cannot stand having a lesser phone because it doesn't do what I need the phone to do, whereas with Verizon I pay less each month, and yes I have to pay $89 if it fails, but I get it next day... (long as it was submitted during the day).

This is one area of the service industry that Geek Squad and Best Buy do need to step up if you ask me.

~ Josh

[Nokia]

For you. Just like the products BB sells, different people need different things.

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Brian1000buddy wrote:
No I was not told when I signed up for the plan that it would have to be sent off

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What were you told?

Also, you're right. For one claim, Asurion is cheaper. For more than one, nope, GSBTP is cheaper. If you're experiencing a mfg. defect, it has nothing to do with Asurion. There's no reason to use the GSBTP for a mfg. defect.

[b12njoy2010]

I bought a Droid thru VZW website. When I was playing with it I noticed the glass had a dimple on the screen. The next day I went to my local VZW store and I walked out with a new Droid.

I cannot imagine being sans my Droid. I love my web and I can't live without Pandora.

I had VZW insurance cuz I was afraid to lose my Droid. However, my Droid has survived many drops. It fell 3 feet onto the concrete on my drive way and the sliding track is a bit loose but other than that it is working like a champ and all I got was the cheapest snap on cover VZW sells.

Now that I qualify for an upgrade I canceled Asurion.

[Helen-BBY Community Connector]

Good afternoon Brian1000buddy-

I am sorry and disappointed to hear our Geek Squad® Black Tie Protection Plan did not meet your expectations when you needed service for your Motorola Devour.  My cell phone is always permanently attached to me so I can definitely understand your concerns.

We truly value receiving your comments so we may use this feedback to improve the service experience for all our customers.  If you do decide to cancel your Geek Squad® Black Tie Protection Plan, simply call us at: 866-548-0885. One of our agents will be happy to further assist you.

Please let me know if you have any additional questions or concerns by replying to this topic; you can also send me a message by clicking on “Private Message” in my signature bar.

Sincerely,

[egomez5a]

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Brian1000buddy wrote:
Today I went into best buy because I was having problems with my motorola devour, I also have the black tie protection on it so I was thinking they would swap it out for another one since I am paying $10 a month for this protection. I, however found out this was not the case. I would have to let them send my phone away and wait 30 days to hear back from them telling me it is broken. Not only this but I found out that verizon does this but sends you a replacement phone in advance so you have the phone you paid for the whole time. The best buy employees also gave me a loaner phone, however this is one of the free, no feature phones that they practically pay people to take. I was expecting way more help from best buy since I am paying for the protection. I plan on getting my phone back from them first thing in the morning, dropping the black tie protection and never dealing with best buy again!

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Hey I'm impressed they discloused the 30 day wait time!   You are the lucky one.  I wasn't so lucky but I too feel like a sucker.