04-11-2012 11:12 AM
So, lemme get this straight, I pay 10 hard earned dollars a month for a insurance plan and I get nothing? I’m out of town working for a new customer and I recently just had my phone fall into a cable puller…. It is in half like a taco. I brought it into best buy to get it replaced. I was informed that my phone is going to be sent away for repair. How the heck are you suppose to repair a phone completely smashed? Ok, well, I accepted the fact of that portion of the service plan, kind of boggles me… but ok. The thing that set me off was when I asked questions, the mobile manager, yes that’s right folks…. the mobile manager. She got all huffy with me. I can understand if you’re having a bad day, so I just chucked it away and let her go along. I asked If she would just replace the phone? She said I could replace it but it would be a 700 dollar charge to her store. I was informed that my phone was to be sent away for 3 weeks to be determined if it could be fixed or not and that they will set me up with a loaner phone, It’s in half like a taco. Once she started to get a loaner out I knew it had a turn for the worst. She brought out this old POS flip phone and started to reprogram my number. I asked “ is that the phone you’re going to give me?’ she replied “ this is the only loaner we have I should be luck to receive it” at this point I pointed out to her that my data is unlimited and that I rely on this service heavily, that I need my e-mail and it is important for me to have these capabilities also to the fact that I pay a large amount of money for this and I will be paying for a service that I would not be using for at least a month . She just smirked and went along with her with her business, again with the reply of “I should be luck”. So now I have this substandard phone with a smart phone bill for a whole month. THIS IS NOT CUSTOMER SERVICED OR APPRECIATION!
04-11-2012 03:13 PM
04-12-2012 12:38 PM
The loaner phone isn't a part of the plan. It is an optional service that some stores offer so that you can make and recieve calls and texts while your phone is out for repair.
The protection plans sold by Best Buy are primarily service plans. Therefore, the first option is repair. You will likely get a replacement (possibly new, possibly refurbished), but the only person that can make that decision are the folks at the service center. If the representative at the store made the decision, as she said, it'd be $700 out of their pocket.
I'm not sure if it's possible at this point, but if you can't be without your phone, you should use your carrier-offered insurance, since most of them offer an in-store replacement for a deductible. It sounds like a plan requiring paying a deductible for an immediate replacement may be a better option for you. But, as I said, not sure if this is possible.
The last thing I'll add is... never assume what the plan offers. Read the terms and conditions so you know EXACTLY what to expect. I'll also add, don't rely on the employee's word, as whatever they tell you is, in essence, completely irrelevant once you sign the T&C, as it states that "these terms and your receipt are the entirety of your contract with Best Buy" or similar.
04-24-2012 12:01 PM
I see that the device was approved for an exchange and that it was processed yesterday.
Devices that are damaged do need to be sent to our service center to be assessed properly. There are exclusions to our ADH (accidental damage from handling) and they are tasked to verify coverage and approve the exchange.
Thanks for your patience.