Best Buy & Geek Squad Policies

[LaTashia]

I purchased a new smartphone in June of 2011. I purchased the warranty for the phone and was told by salesman that the warranty would replace my phone with a new phone if I had any problems with the phone. I dropped my phone on March 31,2011. I took the phone into Best Buy in Orlando on Millennia Blvd, with a receipt and explained that I had a warranty and would like to replace my phone. Long story short, The store manger (Steven) along with the Geek Squad Manager (Jose) was unable to help me. They refused to replace my phone. The store manage was so useless, he could not make a decision or make any suggestions for me but to call 1-888-Best Buy. Well what a waste of my time, I contacted them and was transferred so many times I think I ended up with the janitor at one point. I have tried to contact the GM at the Best Buy in Ocoee and left several messages for him to contact me and have not received any return phone calls. Today I contacted that 1-888-Best Buy again and the computers were down, I received a confirmation number and was told to call back in a couple of hours, but they were open 24 hours and someone would be able to help me. I called around midnight only to be told that the department I needed to speak to was closed for the night. The female that answered the phone was rude, she talked over me and hung up on me. Needless to say, I am a Best Buy Credit Card holder, however I have never had a good experience with this company. This is one of the main reason why I do not carry a balance on this account. I would have never purchased smartphone, from Best Buy except I received a giftcard.  I would like the money that I paid into the warranty plan refunded, because what was told to my by the saleman was untrue and I promise I will never walk into another Best Buy as long as I breathe.

[CrystalWoW Community Veteran]

Since you have the protection plan, you can take your phone to the store and they will swap your phone with a refurbished one, normally in 3-5 business days. You can cancel the plan for future charges, but can't get a refund on past ones.

[Ryan-BBY Senior Social Media Specialist]

Hello LaTashia -

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]

LaTashia,

CrystalWoW explained the core expectation of what should have happened here. Your phone should have been either sent to our service center for repair or a rapid exchange replacement. Minimum turn around time is around three days. Any other explanation of plan benefits was incorrect, unfortunately.

I'll make sure to pass along the feedback you've share in your post with the senior leadership of the store. Hopefully they can make sure their staff is presenting the plan's actual features.

We empower our service centers to make the determination on coverage for accidental protection. So, the store should always offer to sent it to them to see if it can be replaced under the plan.

Best regards,