Manufacturer Warranties and Protection Plans

[slyswine]

I returned a phone for repair back on March 14th.  I requested a junk out of the phone because this was the 3rd time I had issues with it.  The previous 2 issues I handled with the rapid swap out, but alas when each one of those phones started becoming defective I asked for a service order and a junk out.  So on March 14th, the phone was checked in at my Best Buy.  For 2 weeks it either sat there waiting to be shipped or someone hand carried it across country and it just took that long.  It finally showed on the status that on the 29th of March it was received and assigned to a repair agent.  I am in the military and got tasked for a short notice mission overseas, and am afraid that I may be gone for an extended length of time.  I recently learned that if the phone is at the repair center for 30 days, then it becomes eligible for a junk out.  So I sent in the phone on the 14th, it took 2 weeks to actually make it to the repair center (which I learned is in Texas, and I am in Kansas).  Now I have to leave for military reasons and Best Buy is basically telling me that I am SOL.  I have a phone that I can use, but I find it completely unacceptable that it takes 2 weeks to send my phone off, then tell me I have to wait 30 days for them to determine if they can repair it or not.  I perform maintenance on aircraft for the military, so I know a little about repairing things and ordering parts and having a backlog of maintenance to perform, but thanks to this experience I will most likely be purchasing a plan through someone else, if I ever get Best Buy and the terrible service center to get me a new phone or return my oft defective phone back to me.

[xl]

I'm curious. What phone model is this?

[slyswine]

I had the original HTC Droid Incredible.  Really liked the phone when I didn't have blown out speakers, dropped calls and defects under the screen that were present upon reissue from a rapid exchange.

[xl]

The reason I asked is some phones are more durabile and parts are more available than other phones. If a retailer doesn't satisfy me, Blackberry phone service depots can be found everywhere. Parts can be quickly swapped in and out easily.

[slyswine]

I guess no one from BestBuy is available to even respond.

[CrystalWoW Community Veteran]

Average response is 3-5 business days. You posted on a saturday so it hasn't even been 1....

[Ryan-BBY Senior Social Media Specialist]

Hello slyswine -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Douglas-BBY Community Connector]

Hello slyswine,

Thank you for being patient while we worked on your phone; I know it can be frustrating to be without a mobile phone for such a long time.

Diagnosis and repairs can take up to 30 days to complete, which is in part why we offer the Rapid Exchange program. We can get you back up and running much faster that way. We are of course happy to try and repair your phone directly, but do ask that you give us those 30 days to do what we need to do including shipping, diagnosis, part ordering, repair, and shipping back.

In this case, it looks like your phone was approved for a Junk Out on 4/11.  You should have received a call from your local Best Buy on Wednesday to confirm. Please stop by our Geek Squad counter at your earliest convenience and we’ll get you set up with a new phone.  Let us know if you have any other questions along the way and have a fantastic weekend.

Cheers,