I purchaed an iphone in November, along with the Best Buy Black tie protection plan, that is $15.00 per month for 2 years, should ANYTHING go wrong with my phone, I was told that it would be replaced with a new phone. The screen was going black everytime I clicked on voicemail, so, on Sunday, I took it into the store. The cell phone employee promised me that I would receive a new phone, not refubished. I was hesitant to let go of my phone, but was re-assured that a new phone would be delivered to me via Fed-Ex, and that I would be very pleased at how fast the service is, and would probably receive the NEW phone, by Tuesday.
Monday, I received a call from the Geek Squad stating that the item I had taken to the store was being returned to me via UPS, and should receive it within 5 days. I contacted the Geek Squad,at the number left in the message, and was told that I would need to contact the store. The same employee that took my phone to the service desk for me on Sunday, answered and said that there had been a mistake, Geek Squad accidentally got my phone on their desk, and I should have never recieved that call, in addition to this, my phone was still at the store, and I was assured that my phone would be on the truck to ship out the following day, because the moment my phone got on that truck, the new phone would be shipped to me. Also, I was told that the store could not give me a new phone, because the money had to come out of the geek sqaud budget, not the store budget.
Wednesday, I receive a package from UPS, with a REFURBISHED iphone, scratches and all. I was pretty upset, but the phone itself worked fine, until about 5pm. I had plugged it in and it had charged all night, but by 5pm the battery was dead. I did not use the phone any more than normal, so I went to the store.
After waiting in line for 1 hour, for the cell phone rep to help me, he took a moment from his customer to listen to my complaint, and told me to go to the geek squad desk to see if they still had my phone. After explaining all of this, and the employee going to the back and reporting that my phone was not there, although the computer shows "waiting to be shipped" I was told that I would have to leave my number and a manager would contact me the following day. I told him that I had already left a message the day before and no one returned my call. He then placed a call, and was told to go check the warehouse, he then returned with my original phone, but I was told that they would give me the orignal one back, and they would have to deal with trying to figure out how to handle the paperwork tommorow, since I had already received my phone from the rapid exchange program. Apparently, this is different than black tie, I don't know, and the paperwork, and budgeting problems, are not my concern. I was pretty upset, and told that I should have never been told that I would have recieved a new replacement phone.
I am paying $15.00 a month for 2 years for a warranty that will be sending me a refurbished phone! That is $360.00! And, I also purchaed it with my husands iphone, so that is $720.00, over two years!!!!!!!
Needless to say, my experience was horrible, and am just happy to have my original phone back, even with its quirk, I will NEVER take it to the store again, unless it is totally out of commission.
This week, has been a nightmare, dealing with this, and to not have anything resolved in the end? They black tie warranty, is a joke! And It took me 2 hours, 2 hours! Lucky for me, they never did their job, and sent out my phone! I'm just sick when I think about all of the money I have spent with them over the years, being a loyal customer, and to be treated this way. If I could go back in time, I would have never made any purchases with them, including the 60+" TV we purchased, numerous laptops, computers, networking, ect....We've been good customers for many, many years! Not any more, one more customer lost!
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