Best Buy & Geek Squad Policies

[mlr4794]

Hi, 

I purchased a 16GB iPhone 4 through Best Buy in September of 2010. I pay $15 a month for the protection plan. When I went to Best Buy last Tuesday with a shattered screen, things did not go so well. I was offered a loaner phone with a $50 deposit. I decided to back up my photos before turning over my shattered iPhone to Best Buy, and when I returned, I was met with a new face. This employee informed me that although I could use a loaner phone with a $50 deposit, if anything happened to the loaner, I would be responsible for the retail value of the phone (which they told me was around $700). The first employee had not told me this, so I was back in Best Buy, with no reasonable options.  Let me also say that there are no 16 GB iPhone 4's available anywhere in my state. I have been informed that my iPhone is on back order, and there is no telling how long I will have to wait before a phone becomes available. I was talked into purchasing a cheap $15 flip phone, and was told that my contacts would transfer. About 250 of them did, but I am now left without my most recent contacts, no access to email, and paid out of pocket for a phone, when I pay monthly to make sure that my phone is covered. I run a business, and missing contacts, T9 texting, and no on-the-go access to email is unprofessional. This is unacceptable.

[CrystalWoW Community Veteran]

I don't think it is any bit unreasonable to require a customer pay for a loaner if they do something to it such as lose it or break it. Ultimately, if you felt you couldn't be responsible for the phone, the flip phone was most likely your only option. These type of phones are just meant to get you through until a refurbished one comes in for you, not to restore your full functionality.

[Mbrguy Emerging Expert]

Correct. It is NOT unreasonable for them to require you be responsible for not breaking the loaner

[Ryan-BBY Senior Social Media Specialist]

Hello mlr4794 -

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]

mlr4794,

It is true that any damage done to the loaner device would be your responsibility, as the unit was within your control.

I do want to point out that we're not in the business of making money on loaner phones. The deposit is fully refunded if the device is not damaged. And any repair needed due to damage is charged to you at a fair and actual cost to repair basis. I truly believe this is a fair and transparent process.

Please let me know if I can help you answer any additional questions.

Thank you,