Manufacturer Warranties and Protection Plans

[dyiu]

I purchased a Droid Incredible at the Edwardsville, IL Best Buy on May 2nd.  It was working great until a few days later when it started to randomly shut off and had to turn it back on by taking the battery out and putting it back in.  I went to the Tinley Park, IL store t o get it looked at by the Geek Squad agent, and they referred me to mobile.  The person in the mobile department told me to just wait until they get a shipment since I was within the 30 day exchange limit, but they were out of stock.  I called basically every other day asking if they had any in stock.  Everytime I called or came in, they didn't have any in stock.  So after that week, I started calling other stores in the area, no luck.  Eventually a few more weeks go by and I'm past the 30 day, and I complained to the Tinley Park store mobile department.  They finally do something about it, and I get it sent for repair (6/10/10) under BTP and got a loaner phone.  Now it's week 2 since I've sent it in... and the only thing the status is showing is that it was received on (6/16/10) and waiting to be "assigned".  Seriously, it is not acceptable take a week to assign someone to a phone to fix it.  It's also shouldn't take almost a week for a package to be delivered. 

I would really like to know where my phone is at this point.  I should be using my Droid Incredible, not be on a loaner phone forever.

[dyiu]

I'd like to note that this is the second phone I've purchased from Best Buy.  The first time I've bought a phone from BB, I didn't have  any issues.  What happened to the service I used to get?  I'm very disappointed.

[Nokia]

Turn time is 2-4 weeks.

[Dorothy-BBY Community Supervisor]

Good afternoon dyiu -

Ryan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for sharing your experience and for your continued patience.

[Ryan-BBY Community Connector]

Hello dyiu,

Welcome to our forums.

I am disheartened to read that your Incredible that you purchased just over a month ago is currently in repair.  I know how frustrated you would be at this time.  It sounds like you stated you had these issues within the first 30 days; however, you were not able to exchange the unit due to product availability.  This seemed kind of concerning to me.  If you were within the return and exchange policy, I would hope that you were offered an exchange of a different model since the Incredible was not available.  I really apologize for any inconvenience this repair has caused to you.

I want to research this situation further and see if there is anything I can do to help you.  I will need to gather some additional information to be able to assist you.  I just sent you a private message.  To view you messages, first ensure you are logged into our forums and click on the envelope icon in the upper right hand corner.

[lithe09]

Not to play the devil's advocate here (and I'm not a particular fan of the way BB does business either), but there is a pretty good reason your particular phone was not in stock and while you are STILL waiting for your phone. You and the rest of the planet who wants a Droid Incredible, repaired or brand new, has to wait till Samsung pulls themselves together and produces more screens. If you took the time to google, you'd see that there is a massive shortage of these devices. I ordered mine almost a month ago and won't recieve it for another two weeks. So, while I'm sorry for what happened to you, you should know it is not just because Best Buy failed you. Verizon and Samsung mostly failed you.