05-22-2017 06:19 PM
I purchased my iphone 7 plus along with the apple care + plan that Best Buy Mobile offers. I recieved the initial reciept via email, I get emails about phone upgrades to my email... yet when I needed to update my card information and my payment was rejected, there was no email! I spoke with a representative who told me that "Apple was responsible for emailing me" and Apple said "no way, it would be Best Buy's responsibility due to the fact that they were the 3rd party vendor". I browsed through my inbox and the primary account holders inbox and there's all sorts of best buy/geek squad emails but nothing pertaining to my Apple Care plan. After my second phone call to Best Buy, the rep then said that they DO NOT send emails notifying about information updates or issues with the account. So either make sure it's all correct or you are going to have everything cancelled. Every other company sends out calls or emails regarding payment but I guess since it's an Apple plan and not belonging to Best Buy they don't care to inform their customers.
It has been impossible to get a clear answer from the 2 reps that I spoke with. Now, at barely 3 months into my new phone plan, the only option is to purchase apple care for $129 through Apple to ensure future coverage. Thankfully apple sends receipts for every single purchase made.
05-22-2017 06:39 PM
My applecare plan was cancelled due to a rejected payment. NO NOTIFICATION FROM BEST BUY. The rep even said it herself, "we do not make phone calls or send emails". They email me when I am eligible for upgrade.... convenient.
05-23-2017 04:08 PM
I’m genuinely sorry to hear about your truly dissatisfying interactions you had purchasing an iPhone 7 from us. Buying a new phone should be an incredibly exciting time and we do our best to make sure we preserve that experience.
I can certainly understand how not being notified of your payment failed on your service plan is a recipe for a disappointing outcome. I can absolutely confirm that we de send emails when there is a failed payment on either Geek Squad service plans or AppleCare. After reviewing your account I show that communication was sent out to 3/26 to the email we have on file. While I know technology isn’t perfect and there’s absolutely the possibility that it may have not reached you, I sincerely want to apologize for the trouble this may have caused you.
If you’d like to share with me the names and location where you were provided incorrect information, I’d be more than happy to make sure that reaches the appropriate leadership as consistently accurate information is key to ensure a positive customer service experience. Thank you for taking the time to write to us and I look forward to hearing from you!
|Javier|Social Media Specialist | Best Buy® Corporate|
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