Manufacturer Warranties and Protection Plans

[sguinto]

Maybe it's just me, but I think that Best Buy does a horrible job in training associates in understanding the Black Tie Protection Program and I'm at loss for words on how to resolve my situation. My wife and I both purchased the iphone 3g in November 2008 and we pay 30.00 a month since for the BTPP.

My iphone has had multiple 'locking' problems before and I've had it checked out twice by in store associates. Both times the associates we able to restore the factory settings on the phone and all of my data was lost. In the past that was fine, but the issue reoccured last nite, and thats when I drew the last straw.

Being a Silver Rewards Zone customer and having a BTPP you would think that I had some kind of 'in' for customer service assistance, but it doesn't matter when dealing with associates from Best Buy Owings Mills, Md. I explained the issue to the associate, and they said that there was nothing that they could do other then to have the phone shipped out, and they would send me a refurbished phone. A refurbished phone. I take very good care of my iphone and it's scratch free, a refurbished phone just doesn't cut it. They said that the refurbished phone would be in near good quality, but still, it's someone elses problem that got fixed and I'm paying 15 a month to have a phone repaired if needed.

I gave the dude the phone and signed to have it replaced, unwillingly, but I need a phone. The guy took my phone and stated that i wouldn't need my sim card back, because i would get a new sim card when I get the refurbished phone. After some un necessary high octane discussion, needless to say I at least got my sim card back.

I asked to speak to a manager, and after a brief discussion, the manager, nor any associate had any documentation on the BTPP Terms and Conditions on how to handle this situation. I left the store highly disgusted and without an iphone.

After some research on my part, I found that the BTPP calls for the phone to be serviced first, then they check the manufactures warrenty (for iphones I still have a 1 year warrenty), then they will give me a refurbished phone (in like quality). I called them back and demanded to have my iphone not sent out until I get there and a manager fully explains to me the BTPP process. I'll let you all know how it works out.....

This may just lead to be my last (over $100) purchase at a best buy ever again as a silver member...

[sguinto]

Thanks for the information! I've done alot more research in the past hour since my original post and would like to inform the community of my findings. The iPhone has a 1 year Apple Guarentee and their guarentee states that Apple will replace the iPhone with a NEW or REFURBISHED phone (their choice)... This really makes me wonder why Best Buy has been happily robbing me of $30.00 a month.

So as a consumer would you rather get a refurbished iPhone from a 3rd party vendor of Best Buy or get a NEW or refurbished phone from the manufacture Apple????

This is horrible practice of Best Buy and I will be contacting anyone in Best Buy that I can to get to the bottom of this appalling situation.

[sguinto]

BTW - Does anyone happen to have the contact information for the Best Buy Owings Mills, MD  District Manager????

Thanks in advance.....

[Nokia]

The mfg. warranty on the iPhone covers mfg. defects. The GSBTP covers mfg. defects, dust, heat, humidity, power surge, and normal wear and tear. In addition, drops and spills not due to negligence or abuse are also covered. That is what you are paying $15 for.

The store will escalate the case as needed. There is no reason to contact the DM.

[sguinto]

I had a talk with the manager of the store last nite. Needless to say my problem was not resolved and I was left with a very bad expierence at Best Buy. I am hard pressed to make another purchase at a Best Buy. I have a BB Credit Card and Silver Rewards Card.The manager did not understand the BTPP as it pertains to iPhones and had even worse customer service skills. I'm taking my phone to Apple for assistance on this issue, and will be launching an investigation with BB Corporate and their Investors on how their store managers should be treating their customers and how managers should understand customer protection plans.

[sguinto]

My last reply should have stated "I am hard pressed to never make another purchase at a Best Buy." The company should be called "WORST BUY"!

[John-BBY Community Connector]

Hello sguinto,

I was disheartened to read about your experience seeking service for your iPhone.  Given the inherently frustrating nature of repair situations in general, the complications you encountered certainly would do nothing but increase it.  I regret any extra inconvenience that may have been caused.

As your research has revealed, iPhones covered under Geek Squad® Black Tie Protection (GSBTP) are subject to our Rapid Exchange program where a refurbished unit is supplied within a short time after the original is presented for service.  You would not find this in the terms and conditions of the plan (a sample can be found here) as it doesn’t represent coverage provided under the plan, but rather the means by which that coverage is satisfied.  I offer my personal apology if there was any confusion over this.

Many of our customers enjoy GSBTP for their iPhones because AT&T doesn’t offer a service or insurance plan for iPhones and the manufacturer’s coverage doesn’t provide for Accidental Damage from Handling (ADH).  In addition to the other coverage points Nokia pointed out, GSBTP offers No Lemon protection, limiting the number of repairs or Rapid Exchange requests before a new replacement is provided (three completed repairs or Rapid Exchanges and the diagnosed need for a fourth).  If at any time you find the plan doesn’t meet your needs, it can be cancelled and a pro rata refund provided for any fees remaining after the request for cancellation.

I will make sure that your feedback as written is forwarded for review by the store and district management and I’m grateful that you took the time to bring your concern to the forums.  If there’s any further assistance I can provide, please feel free to contact me by private message.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

Sincerely,

[landshark78]

Black Tie is essential for the Iphone. The associate that sold it should haved explained the process better, however. The policy is simple. Your phone breaks, you bring it in, they send it off and they send back a refurb. The reason they don't just give you a new phone in return is because if they did, they would soon go out of business. Iphones are expensivive to manufacture and are very fragile. Under Black Tie, if Best Buy just handed out new Iphones every time someone broke theirs, they would go bankrupt. If the phone has internal issues, which is common with the Iphone, then it is quicker to have it replaced by Apple. I encounter about 25 people a week in Best Buy that wish they had Black Tie because they broke their phone and don't have the cash to drop $600 on another one. Black Tie is a good service, sometimes it just doesn't apply to every issue.