Very poor way to treat customers! Best Buy doesn't seem to get the fundamental issue. You don't make promises to customers in the interest of making a sale and then not deliver on your promises if product issues arise. Same reason folks get mad at insurance companies - they're great at taking your money, but they all seem to struggle when it comes to paying out money. Forget about "Black Tie Service" and all of the other service options and focus on the real issue. When you buy a quality product from a company you have expectations that a quality company will have integrity and back that product up. You shouldn't have to pay extra for that expectation to be met. Now, paying extra and then still having them fail to meet your expectation is appalling. These are reasonable expectations. You buy a product and it fails in 4 months or so, the company needs to take action and apologize to the customer for the inconvenience. When 3 days turns into 5 days and 5 days turns into 7 days and 7 days turns into 10 days and 10 days turns into "it's on back order and we have no idea when it will come in", then things are pretty bad and Best Buy should compensate in some fashion. Of all the posts we see I have no doubt there are countless other posts we never get to see. That is why I intend on escalating this issue and Best Buy will receive the same compassion from me that they have exhibited toward me - sound fair?!
If your Apple iPhone failed in under 4 months due to a manufacturing defect, and your Apple iPhone is on backorder for replacement by Apple, Inc., then I fail to see why there is so much animosity towards Best Buy. Best Buy, Inc. didn't make the iPhone, Apple, Inc. did. Best Buy has about as much control over Apple's quality control and inventory management as Macy's has over McDonalds' beef quality and french fry inventory.
--------------------------------------------- *disclaimer* I am not now, nor have I ever been, an employee of Best Buy, Geek Squad, nor of any of their affiliate, parent, or subsidiary companies.