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New Member
Posts: 5
Registered: ‎09-08-2017

Worst customer service experience

Purchased two axon 7 ZTE phones in 03/17 with two warranties 6 months later the phone is having system issues and overheats with camera problems it is now discontinued after only being released in 2016 just wanted to exchange for something else plus purchase another phone and pay the difference customer service was no help when I finally spoke with a Manager he told me he can't exchange it that there's no way to do that the system won't allow it but when he found out I was purchasing a third phone he then said he'd do the exchange but the money I paid for a 2 year warranty I cannot get back or have it carried over to the new phone which was previously done for me with a tablet exchange I have all the original pieces including the box and theres no external damage phones are in mint condition
Regular Member
Posts: 38
Registered: ‎07-02-2017

Re: Worst customer service experience

I'm sorry to hear that the manager at this location wasn't 100% up front with you regarding your protection plan in the first place. Per Best Buy's end of the agreement on products covered by the Geek Squad Protection, the company will cover replacing the device with comparable technology, up to the amount you spent on the original item. If you decide to upgrade or switch to something that costs more, you would indeed have to pay the difference.

In many cases for the protection plans, the manufacturer dictates how they're able to fulfill the plan in question. For some, if the item is within the manufacturer warranty period, you will be refunded the original amount you paid for it, or a prorated portion of it, to put towards a new one. It sounds like the manufacturer warranty may not cover what's going on with the product, thus fulfilling your original plan you had purchased.

If you'd like to wait for more assistance, a moderator should be around to give you more info.
New Member
Posts: 5
Registered: ‎09-08-2017

Re: Worst customer service experience

When I exchanged my tablet the tablet was discontinued as well and I had it less than 6 months they put the money on a gift card including the amount I paid for my warranty to put towards a replacement I just wanted to do the same my warranty was good for 2 years I had it less than 6 months paid $200 the phones were brand new and geek squad would only be able to send me refurbished because it was discontinued I spent $1100 on both phones to receive a refurbished one in exchange I just wanted to get something else and apply the amount I paid for the warranty on the new phone what was the point of getting the warranty if that is the case now I lost out on $200 bucks and received horrible service I spent over $2000 in the last 4 months and will be returning everything and will never shop with them again and tell everyone I know to not waste their time
Regular Member
Posts: 38
Registered: ‎07-02-2017

Re: Worst customer service experience

It's like I said in my last post, the manufacturers decide how the stores are able to follow up with any sort of warranties. If whatever your issue was would have been covered by the manufacturer's warranty, your Geek Squad plan most likely would have been refunded so you could use those funds towards something else. If Geek Squad discovered there was something beyond what the manufacturer's warranty would cover, that's when it would have fulfilled the additional protection you had purchased. The stores are more than willing to assist you with whatever your concerns may be, but they still have to work within the limitations set by vendors and manufacturers as well as company operating procedure. It's unfair to pin the blame on Best Buy if Axon tells them they can't do anything with the factory warranty.
New Member
Posts: 5
Registered: ‎09-08-2017

Re: Worst customer service experience

I spoke with customer support who told me they could have sent me the value of my phone with the balance of my warranty amount I paid on a gift card to put towards a new phone but since they returned it in store already it voided my warranty which was not explained to me you must work for them to put this much effort in trying to explain a warranty to me put yourself in the customer shoes if you bought a brand new product that was discontinued for system issues less than a year after its released date would you get the same item? If they could only send you refurbished after buying it brand new would you get the same? I work customer service and know you never let guidelines dictate the level of service you give so with that being said I'm going to return all my items I purchased this year totalling over $2200 and never shop with them again
Posts: 3,352
Topics: 57
Kudos: 267
Solutions: 153
Registered: ‎11-30-2015

Re: Worst customer service experience

Hello Neya2411, 

 

A phone is a very important piece of technology in our lives as it allows to keep connected with our loved ones. I’m sorry to hear that you’ve been having some issues with two Axon 7 ZTE phones you purchased at your local Best Buy. I’d be happy to see how I can assist you further.

 

Best Buy is only able to assist you per the terms of the Geek Squad Protection Plan you purchased. It’s great that an exception to the terms may have been made for you in the past with a tablet issue, but I can’t guarantee those options will be available this time around. I’m sincerely sorry that it may not have articulated as exception initially.

 

The Geek Squad Protection Plan you purchased states that our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a gift card for its current market value not to exceed the original purchase price of your Covered Product including taxes, as explained in Section 7(b); or (b) if we have fulfilled 3 mobile phone claims in any 24 month period (excluding claims where we only replace your battery on your existing device), as applicable, by replacing your device with a new or refurbished product. Plans are not transferable, or able to be refunded if they’ve been fulfilled.

 

Thank you for taking the time out of your day to share your concerns with us here on the forums. I appreciate the time you took to join our community. I’ve documented your concerns here at our corporate offices.

 

Respectfully, 

 

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-08-2017

Re: Worst customer service experience

Your associates at the Elmhurst location are liars and cons I went to your 23 street location in the city to exchange the phone you sold me as an exchange for the ZTE because it would not charge only to find out that I was lied to by the Elmhurst manager mirza who could've of put the amount left of the warranty on the gift card it would not have been the full amount but 70-80% because it has been 6 months and because he already exchanged the phone with out doing so they cannot fix it is this how you treat your customers you lie to them in order to get them to spend more money? Then don't give them a direct line to address the issues on hand