Best Buy & Geek Squad Policies

[Gmc8787]

Dear Best Buy,
 
         I'm a Premier Silver Customer, who spends a lot of money per year in your store. I bought a cell phone though best buy mobile with the protection plan. My problem started when my phone got dropped by accident and smashed.
 I have a LG Ally with the Black Tie Protection plan for replacement. The phone got replaced in the correct time. But the phone got so banged up the micro SD card and the Battery was kept by geek squad. Battery was legit bent and un useable. When my phone came in they did not give me a micro SD card for the phone, had to use an old one.
         I called the Best Buy parts store on Monday April 2nd, at 10am. I was put through to a person named Stephon from Texas, gave him all my information and he put me on hold for 6 minutes and said the system was running slow but pulled up my account. He then found the battery needed for my replacement and said he was ordering the battery and had to put me back on hold.  He came back on the phone at 10:11am and said the battery will be at my house in 4 to 5 business days. I never received a number or email about it. 4 to 5 business days later there is no battery, so I called Parts Store again.
        I called on Monday April 9th 2012 in the afternoon at around 1:15pm I talked to the women from Parts store from Texas, I do not recall her name. She told me that the battery was never ordered and she be happy to help me get the replacement battery. She got my information from me and put me on hold for 2 minutes and then came back and told me a reference number plus said I would receive an email with a tracking number. With in minutes she was correct and I had a confirmation email stating the order has been processed with a shipping number.
        I received the replacement battery on April 13th, 2012 in the afternoon. I put the battery into my phone and plugged it in to the wall charger. The phone lit up "Blue Light flashing" Saying on the prompt screen, "Not Genuine Batter, - Shut Down" once the screen was touched it powered off and would not work. Took the battery out and tried again same thing. I tried a master reset like it said to online and the same exact thing happened again. So I called Best Buy Parts Store again.
       At 4:45pm on April 13th, 2012 I got put through to a person named Courtney, I told her what happened with the replacement battery she sent me and the problem. She put me on hold to see what's covered, if the battery doesn't work. She comes back a few minutes later and explains she talked to her supervisor and the supervisor said that the replacement batteries are not compatible with that phone, you need a LG battery and we do not carry them, he will have to go to the store and talk to a mobile cell phone department person, and they will be able to give him a replacement if in the store and if not they can order him one. I told Courtney the phone isn't sold in any of the best buy stores and that I'm upset with this situation of knowing the replacement battery doesn't work with my phone but yet you still sent me it and I have been with out a phone for 2 weeks now and paying the monthly fee for replacement parts that aren't compatible. She apologized for the inconvenience and told me to go to the store closest to me for help.
    I went the Best Buy Mobile Store in Cherry Hill, NJ and their staff was very friendly and I have never had a problem with them. I had their sales manager help me with the problem. He tried his best to fix the problem but it could not be resolved in the store. He called the parts store again at 5:45pm and told them his information and mine so they could access my account and we could see what we could do about this problem. He got a hold of a women named Leopha from parts store and had me talk to her.
        She explained to me that she can send me another replacement battery but it would be the same one, so it might not work because my phone is a older model. I explained to Leopha that I pay a monthly fee for protection and am going on 3 weeks without a cell phone and its very upsetting that this has been unresolved, she then asked how it got damaged and where was the original battery, I explained to her how it happened and that the original battery was taken by the Geek squad guy and it was bent. She tried to then say it was not covered under the warranty and then I explained how I have the protection plan right in front of me and it is covered by an Accidental falls or spilled liquid damage and it covers the phone and the battery. She then explained that there was a note made in my account that the battery is not compatible with the phone from the person I spoke to before. She put me on hold and came back saying she spoke to her manager and that I would need to go out and buy the LG battery my self and fax her the receipt plus the protection plan number and then I would receive a check in the mail. After hearing this I agreed to it and was very upset and displeased with the way I have been run around for 3 weeks now with out a cell phone.
      I'm hoping someone from corporate will contact me on this subject, because I'm highly upset and displeased with the service, especially when they knew the battery replacement for my phone would not be accepted by what you send out to people with the same phone as me. This is truly unacceptable, I spend too much money a year at this business to be mis-treated like this. I have now gone 3 weeks with out a cell phone, what can we do about this situation. Please contact me as soon as possible.

Sincerely,

Glen
      

[CrystalWoW Community Veteran]

I totally understand being frustrated after such a long time but the best option if they can't get one is to purchase one separately and submit for reimbursement.

[Ryan-BBY Senior Social Media Specialist]

Hello Gmc8787 -

Jacob from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Jacob-BBY Community Web Planner]

Glen,

I agree at how frustrating this is. I'm so sorry this is has been such a painful process.

Since we don't have the correct battery, the only alternative we have is to have you locate the battery elsewhere and then we'll reimburse you the price you paid.

I ask that you send me a private message once you've completed the purchase. I'll work with you to obtain a copy of your receipt for the battery and then get the reimbursement started.

To send me a private message, use the button in my signature below.

Regards,

[jbell12680]

Really - no kidding, that statement is pretty obvious. I think his problem was in the fact that it took them 3 weeks to tell him that this was the correct course of action. I do believe that there is a problem in the CS process for it to take this much effort for someont to come up with the right answer.