Best Buy & Geek Squad Policies

[nasa1]

took my iphone in due to speaker not working.  was told that i would have to send my phone in to get serviced and would take 3-5 days, tomorrow will be 14 days!  no call, no email no answers at the geek squad in waco, tx.  only thing i got was an apology which was nice but unfortunately there is not any responsibility upon the sales/geek squad associates.  my phone is a business phone w/contacts, calendar dates, notes and i was told that the sales associate "should have told me that it would take longer than the 3-5 days on my service receipts."  standing right next to me was an older gentlemen that had geek squad install his new tv/stereo and was told that his cable box was the reason the geek squad could not get the tv/stereo to work properly; however, the geek squad associate simply apologized!  how about getting a manager involved and taking care of this elderly gentleman.  the man paid 130 dollars for service that he did not get and all he gets is an apology.  how about some service!  definitely disappointed in best buy as of lately.  right now they are the electronics giant but what goes around comes around! 

[Mbrguy Emerging Expert]

Some iPhones are on backorder at the moment, and while the exchange process typically takes 3-5 business days, backorders can extend it occasionally.   As soon as the replacements arrive at the Service Center, they will ship them out to you and update shipping information into the Service System.  Until then, the Geek Squad Agents are limited in status updates that they can give.  All they see is that the phone has been sent off, they do not have access to the 3rd party vendor's system to see when they expect to receive the replacements in.  Yes, it would be nice to have access to that, but getting these complicated computer systems to talk to each other is not that easy.

[Allan-BBY Community Connector]

Hi nasa1,

Being that this is your work phone I can certainly see why you would be frustrated with having to wait this long to have a working phone, and I promise I will do my best to get this resolved for you.

It definitely sounds like the older gentleman next to you could have been provided better service, and the fact that you took the time to care about the treatment of other customers speaks volumes about your own integrity.

I am sending you a private message to gather some personal information I would need to look into this. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[Beks]

I TOTALLY agree!! What a waste! My phone broke and it is going on 16 days now.  When I log in to find the status of my phone it just tells me that it has been checked in on July 16th.  When I call,  I am put on eternal hold.

I use my phone for business so being without it for the last 16 days has been challenging.  I don't understand why they wouldn't just upgrade the phone to a 4G if the 3Gs is not available and is on back order. 

Both managers in the Mobile department have been trying to help but cant do anything without the approval of their district manager.  I am so disapointed.

[Beks]

I probably should add that I have also been paying into this warranty for 2 years now.  I should have just saved the money and bought a new phone with it.

[Neihn Valued Contributor]

It should also be noted that current reports are indicating the iPhone 4 is starting to hit supply constraints as well as Apple reduces the amount of orders they make ahead of the iPhone 5 launch.