Best Buy & Geek Squad Policies

[irsmurf]

History:

I bought an HTC ThunderBolt along with a new Verizon service plan on July 6th. I informed the rep I wanted to exchange the ThunderBolt for the Droid 3 as soon as it came out. The rep said that wouldn't be a problem. I visited the store two days ago and another Mobile rep told me their shipment was coming in on Friday and I could exchange my phone then.

Problem:

I visited the same store today and they told me they cannot exchange my phone for a Droid 3. They said they could sell me the Droid 3 for $600 plus tax, then refund the $270 I paid for the HTC ThunderBolt. They claimed they couldn't exchange my Droid 3 because Best Buy is not allowed to sell them in this region. (My Best Buy store is Store Number 193 in Olathe, KS.)

If the mobile rep had not lied to me about exchanging my phone for Droid 3, I would have bought my phone at Verizon, who would have swapped my phone within fourteen days. I cannot even return the phone to Best Buy and apply the carrier subsidy toward the new phone; the store gave me the option to cancel my plan (I'd pay Verizon's $350 ETF) and sign up for a new line.

Request:

Is there any way you can help me find a way to exchange my HTC ThunderBolt for the Droid 3?

[Dorothy-BBY Community Supervisor]

Good afternoon irsmurf -

Justin, from our Commnity Connector team, will be reaching out to you regarding your concern.  Thank you!

[Justin-BBY Community Connector]

Good afternoon irsmurf-

I agree with you that it this is a very troubling experience with your recently purchased HTC Thunderbolt.  Thank you for bringing this to our attention and I would be glad to intervene on your behalf and see what I can do.  

I'm very sorry that after purchasing this phone, you were met with resistance at our Olathe, KS store upon trying to exchange it for the Droid 3 phone.  I already have everything I need to further research your issue and have also shared your expressed views on this topic with the upper levels of store management to be addressed.  

Once I receive any feedback, I will send you a private message.  To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.

Regards, 

[irsmurf]

Thank you for your prompt response. I look forward to your future correspondence.

[smileboot]

Looks like im in a similiar boat.

I did the same thing under the understanding that i could exchange my DROID X2 to a DROID 3 when it came out. Now the store is saying they dont have any in and have no plans to get them in. Even tho they are available online and as you found out at your local store.

Looks like i maybe stuck with a phone i dont want.

[irsmurf]

I will be taking a flight to Florida on the morning of the twentieth for a three day trip. I would appreciate if this could be resolved before I leave.

[irsmurf]

Can you give me an ETA on any sort of resolution? I am growing anxious since I only have until the first week of August to exchange the phone.

I am dissatisfied with this phone's six hours battery life while in Pensacola, Florida's LTE coverage. It died on two afternoons of my three day trip.

Any update would be appreciated.

[smileboot]

I am also curious as to what will be done. As my exchange date is fast approaching.

[CrimsonRain]

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irsmurf wrote:

 I am dissatisfied with this phone's six hours battery life while in Pensacola, Florida's LTE coverage. It died on two afternoons of my three day trip.

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If you have the LTE, WiMax, 4G, etc. antenna on all the time, then it will DEFINITELY drain the battery faster.

[smileboot]

Still no word on if anything will be done.?  Id pay full price for the D3 to be delivered to me if it  means i could take it to a store and essentially trade it with my X2 and get my $600 back.