Best Buy & Geek Squad Policies

[EdenX]

I was very excited to pre-order a Blackberry Storm with Best Buy since it was the only company taking pre-orders and previously I have had nothing but good experiences with BB.  The process of buying the phone on release day was less than desirable since the system was down for more than an hour, but that was not the fault of the employee so I didn't think much of it.  I signed up for a voice plan as well as the Blackberry Data plan which I was informed by the associate included unlimited text.  I am a text person and would never sign-up for a plan unless it included unlimited text messaging.

The problems started when the phone itself started giving me problems.  I was given a new unit but still experienced the same.  I decided to return the unit and end my new contract with Verizon well before my 30 day Test Drive period was over. Verizon was quite slow to credit me the ETF but that was done after having to contact them four times.  The issue I am writing about here is that my plan apparently did not include unlimited text.  I was shocked when I saw the pro-rated usage fee as over $200.  I was charged for every single text ala carte.  I contacted Verizon about this and was told by customer service that they would work on the bill if Best Buy contacted them about the problem being that I received the wrong information from them.

I went into the Best Buy store I purchased the phone from and was told by another associate that since I did have the plan I should have had unlimited text.  This leads me to believe that the employees are trained to say this despite it not being the correct information.  The manager was not in so I left a detailed message in writing and have not heard back at all.  I have attempted to call the Mobile department in excess of 15 times, only actually getting through to a person twice and being told that the mobile manager was not in when I was previously told that he was supposed to be in that day.

I feel as though I am being avoided or looked over and really just want to talk to someone about this.  I understand that it is a busy season, but my issue has not even been acknowledged.  I found this forum doing a search and read about someone having a similar issue with their plan not being input correctly.   If anyone has any advice on what steps to take next or if they have gone through something similar please respond.  Thanks in advance.

[EdenX]

Update:

Just in case anyone is looking into this issue.

I have tried to call the store 3x today and have not received an answer once.  It just rings and rings.  I thought it was bad when I couldn't get the mobile department, now it seems that they can't be bothered to pick up the phone either    

[Elizabeth-BBY Community Supervisor]

Dear EdenX,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

~Elizabeth

Community Supervisor

Best Buy® Corporate

[EdenX]

Elizabeth,

Thank you for forwarding my concern, I look forward to hearing the response  

[John-BBY Community Connector]

Hello EdenX,

Our Best Buy® Mobile experts work with our customers every day to make sure that they receive the right phone and right plan for their needs.  It’s clear that something went wrong when you were signed up for the service agreement, not to mention the complication of two defective Blackberry Storm phones.  We didn’t live up to your expectations of us and for that I’d like to offer my personal apology.

I’d enjoy the opportunity to look into this situation further and see what can be done to bring you a happier experience.  Please look for a private message from me.  To check your forum inbox, please sign in with your user name and password and then click on the envelope icon in the upper right.

Thank you for taking the time to let us know about your experience.  I look forward to working with you!

Sincerely,