Best Buy & Geek Squad Policies

[dudecavanaugh]

I recently purchased an iPhone 3G (2 weeks ago) becuase I was assured the rumors online were not true, there was only to be an update, not an entirely new phone.  So i bought the phone and wouldn't you know it, a new one is coming out.  My 30 day "trial" will be over 5 days before the release of the iPhone 3G[S].  I have heard some good things on this topic and I hope BB will do right by me, a loyal customer.  I would like to be able to replace my current iphone with the new one when it comes out.  I will pay the difference or re-stocking fee, but I am not happy about being "lied to" to get me to buy the iPhone weeks before the new release.  Had they told me a new one would be out in mid June, I would have waited to buy the phone.  It would make sense to me, they get a virtually new phone back from me, in the box w/ all accessories, then sell it to someone else, who will be on the 2 yr plan with att&t, plus I stay on my current plan and eveyone is happy.  Isn't that the MOST IMPORTANT thing in customer service?  Make the customer happy, without them, you have no business.  I'd love to hear, "I understand.  That would frustrate me too.  Come in and get your phone when the new ones arrive.  We appreciate your business, and want you to tell everyone how great your experience was here."  That would be stellar customer service.  Any opinions?  Best Buy?  Do the right thing.

[Starflyer59]

I have known for several months now that a new model was coming out. The news has been all over the web that a new model was coming out.

[Elizabeth-BBY Community Supervisor]

Hi dudecavanaugh,

I can certainly understand your disappointment to learn after making your purchase that a new model was being released.  The truth is, Apple didn't officially make the announcement about the new phone until June 8th.  I would recommend you speak to a store manager to see if any options may be available that are mutually agreeable to everyone, but as you would be outside the posted 30-day return/exchange timeframe (which does also include a 10% restocking fee on iPhones), we cannot obligate them to make any sort of exception. 

If you need assistance contacting a store manager, send me a private message with your name, phone number, and the customer service pin # from the bottom of your receipt, and I'll be glad to forward that to the store on your behalf.  To send me a private message, click on my username Elizabeth-BBY, then 'Send this user a private message' on the right-hand side.

Thanks for sharing your experience and feedback,

[Neihn Valued Contributor]

You may find this interesting.

"On the pricing front, Smith said AT&T has extended its one-month price protections for recent 3G purchasers to May 9 so iPhone 3G users who bought their phones that day or later can still turn it in and get the new iPhone 3G S for the same price on June 19. To qualify for this extended return policy, customers will need to visit an AT&T retail store and pre-order iPhone 3G S between June 8 and by June 18. "

So if you bought your phone on or after may 9 you may return it to the store for the new iPhone. Not sure if Best Buy will be allowing it themselves so unless you hear different from a communitry connector here. I would go to a corporate store and get your new phone.

You may find the rest of the article here.

[dudecavanaugh]

That is a great relief.  I thank you.  Not sure if BB will do the same thing, but I can hope!

[Nokia]

Most likely you would have had to buy the 3G at a COR store. Otherwise they don't get credit for the activation and would basically be giving you a free phone.

[Neihn Valued Contributor]

I just spoke to a AT&T rep and they told me that the store of purchase is not a issue. As long as the phone was purchased from a Authorized AT&T retailer it can be exchanged at any Corporate store. I did ask the rep if the phone could be returned to other sites other then corporate and she said that it was up to the various retailers if they would allow the people to return and switch phones but again said that any corporate store will do the exchange so long as the previous conditions are met (ie the purchase time frame and being gotten from a authorized retailer).

[Nokia]

That's surprising, and good to know. I'll make sure to tell any of my customers in the same position.

[left_coast_831r]

I preordered my 3GS earlier today and had no problem exchanging my 3G. But I'm not sure about how BB handles the situation. I took mine to AT&T