Best Buy & Geek Squad Policies

[tmwilson02]

I have been back and forth with the local best buys, customer service, and forums.  I need a final answer and no one can seem to give it to me.

What is the holiday EXCHANGE policy on cell phones !?!?

I purchased a phone and I am now past the initial 30 days, but think the holiday return policy applies.

I have been told by some of store employees that I cannot exchange the phone and online by other employees that I can.  I am getting sick of this run around from Best Buy.  Can anyone give me an answer?

Thanks

[AaronE]

Was the phone subsidized and did you sign up for a new contract?

If you're under a new contract you may be able to return the phone but might be responsible for paying an early termination fee to the cell provider.

[tmwilson02]

It was subsidized and I extended my contract.  It was my two year mark, and I was eligible for an upgrade.  I do not want to cancel my contract, just change phones.

[Ryan-BBY Senior Social Media Specialist]

Hello tmwilson02 -

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]

tmwilson02,

Under our holiday return and exchange policy, you're entitled to exchange the device.

However, carriers have their own return and exchange policy that would limit your ability to receive discounted pricing on the handset you exchanged it for. Each carrier has their own policy, usually either 14 or 30 days.

I can only suggest working with your local store on this issue. The device, not the service or upgrade eligibility, are what is covered under our return and exchange policy. Unfortunately, carriers only allow a reversal on redemption of your upgrade within their policy.

So, in other words, if you're outside the window of your carrier's own return and exchange policy on the upgrade, you would need to contact them for any possible exceptions prior to an exchange at our store to receive the contract pricing.

I hope this helps clarify.

Regards,