Manufacturer Warranties and Protection Plans

[brndnmthws]

So I bought a white Samsung Galaxy SII Epic 4g Tough (SGS2) on 3-14-2012 and then proceeded to drop said phone on 3-17-2012 breaking the glass screen. So the next day I take it to the Best Buy nearest me and attempt to get a replacement as that is what I was lead to believe when I also opted to purchase the Geeksquad Service Plan (GSP). To my surprise I am told when I get to the store that the service plan is just that...a SERVICE plan. I explain that I was told by the employee at the Best Buy Mobile store that if there was damage they would simply swap out the phone. They keep repeating that I wasn't getting a new phone and would need to allow them to service it. They explain to me that there is the "rapid exchange"  program and maybe that was the way to go. They check to see which phones they have in stock for the rapid exchange...no white SGS2. Since I went to 3 different Best Buys to get the white version of this phone I was not going to simply opt for the black version. I explain to them that I had just bought the phone 4 days earlier and was very unsatisfied with this level of service. ***side note- shouldn't there be a window of say 30 days where no matter what happens you get a replacement new phone with the protection plan no questions asked?*** They proceed to explain to me that the only way to ensure that I get a white SGS2 is to send it out for repair. At this point I am very frustrated and annoyed. I begrudgingly agree to send my phone away to who knows where to be "repaired". I am told that there is an estimated completion of repair date of 3-30-2012 (TODAY). I have them re-activate my old phone as a temporary solution until I get my new one back. I have been periodically been checking on the repair status on GeekSquad.com and it has been showing "parts ordered" since 3-23-2012. I have been reading horror stories about people sending their phones in for repair and not getting any word for two or more months so I want to keep myself updated. I have not been notified that the repair date needs to be extended and I find this extremely frustrating as I am in the automotive repair industry and this would be unacceptable. I paid for the protection plan to protect my phone in case of and accident; not to be without it for 30 or more days.  The training of the employees at the various locations is lacking at best and at worst it doesn't exist. If these options would have been properly explained to me from the beginning then I more than likely would have opted to go with the Sprint equipment protection plan. I have dealt with them before and find it to be a much easier and less frustrating process,

[Ryan-BBY Senior Social Media Specialist]

Hello brndnmthws -

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

[brndnmthws]

Well...in checking the status of my phone repair this morning I received some good news. My phone that was being sent out for repair is being considered junked and I will be getting a new in box phone from store stock. The only downside at this time is that they currently dont' have a white Samsung Epic Touch 4g in stock but Victor (the mobile dept lead) at my local Best Buy ordered one from another local store and it should be here within a couple days or if one comes in on a stock order I will get whichever comes in first. So I have to say that I am currently happy and will continue to shop at my local Best Buy and at BestBuy.com

[Jacob-BBY Community Web Planner]

brndmthws,

Thanks for the update. I am glad to hear the store and service center were finally able to bring resolution to this issue.

Let me know if you need additional help.