Best Buy & Geek Squad Policies

[priority_one]

A little over 2 months (9/9/09) have passed since I submitted my phone to geeksquad repair center. I tried waiting patiently but I am paying a monthly bill for a phone and service that I cannot use. The sales associate, the same one who told me that the PSP offers a in store exchange which is the only reason I went with it but I digress, told me it would be a week or two before I received my phone back. Even the service order said it should be completed by 9/21/09. Here it is 11/19/09 and my online service information hasn't changed in the past month. 

I post here in attempt to get my phone back in my hands. At this point I feel like my phone has been abandon and I am left paying a monthly bill and PSP for nothing. My confidence in geeksquad's repair center has been lost. It also doesn't bode well for my confidence that my phone was submitted as a USED Gameboy Color on my service order.

[Nokia]

Did you confront the employee who misled you about the service plan?

[priority_one]

Attacking an employee won't get me my phone or money back. Questioning her on the status of my phone only yielded the answer, "I don't know, it's not here". I will how ever share my experience with the geeksquad to people I know and around the web in attempt to help people make an informed purchase. I wish I had checked these forums before signing the PSP contract. 

[Nokia]

I wasn't suggesting an attack upon the employee. I'd want to know why I was told one thing, and am now being told another, especially since it was the same person both times. Very rarely does that happen.

While I'm not an employee, I may be able to help you out. What I would do is talk to them again and ask them if they have submitted an escalation for the service order. If not, ask that they do.

[Dorothy-BBY Community Supervisor]

Hello priority_one -

Coral, one of our Community Connectors, will be reaching out to you regarding your concern.  I appreciate your continued patience until she is able to contact you!

[Coral-BBY Retired: Community Connector]

Hi priority_one –

Welcome to the Best Buy Forums and thank you for taking the time to voice your concerns about your phone in service.  I can see how this has been frustrating to not have your phone for two months that you continue to pay for.  

First of all, I’d like to apologize for any mis-information you may have received regarding the Performance Service Plan (PSP) or Geek Squad Black Tie Protection (GSBTP) at time of purchase.  The PSP/GSBTP provides for service on the phone unless it is determined by Best Buy or Geek Squad that the product cannot be repaired.  Here is a link to the full terms and conditions for mobile phones.  

We do provide estimated time of repair when units are dropped off for service which we  attempt to keep.  Unfortunately it seems at this point, we have well surpassed your estimated return date.  With that being said, it generally does not take two months to service a phone.  

I have been able to locate your service order and would like to provide some additional information regarding that; therefore I have sent you a private message.  To check your private messages, please click on the envelope in the upper right hand corner while logged into the forum.

Thank you, Coral

[starhelper2587]

Nokia said, "While I'm not an employee...." Did something happen?