02-23-2009 02:07 AM - last edited on 02-24-2009 09:51 AM by Dorothy-BBY
I questioned the Accidental Damage protection on my BlackBerry Bold.
First off, I told myself that I would never buy another cell phone from a reseller, but I did last month in Jan 09...why because the Sales person was really good and he made me feel comfortable and answered my questions and concerns about buying a phone from a reseller and not a company store...matter of fact I said I would never shop in Best Buy again... see link at bottom.
So I bought a BlackBerry Bold, which I had to take back because something was messed up, way to many dropped calls, in fact I had more dropped called in a week than I had with my previous carrier in over 2 years in the same area... so they took the phone back gave me a new one, no questions asked... pretty good story right! no problems since... until today!
When I was buying it, of course they asked if I wanted the insurance, I asked what does it cover, I told him I haven't had a claim on any phone ever and always felt I wasted my money... so I ended up buying the ATT insurance and then he hit me with the Best Buy insurance and went into this spill about how Best Buys covers Accidental Damage that ATT doesn't and since this phone is about $700 new then it might make sense... he told me about people running their phone over with cars and BB covering it and giving them a new phone if it couldn't be repaired and yada, yada, yada, I asked about water because I know a lot of carriers don't cover it... yep he told me, even read to me in the pamphlet where it says that "if you drop or spill on your product in the course of normal use, we'll cover the cost of your repair" I asked questions like, will I be able to get a loaner while mine is being repaired or replaced, he said yeah... I asked will I be able to get a BB bold like what I own... he said yeah, I would have to give a $150 deposit, that is refundable, when their phone is returned, I thought to myself, that sounds fair...because I am buying a BB Bold for business purposes and what it can do for me and my business... fast forward to today...
I am watching TV, my BB bold is sitting on the table besides me and I knock over a glass of water and it gets all over my phone, I started trying to dry it off, but that didn't help, eventually I get a white screen and then a total black screen... so I now it is ruined... so I run to the nearest Best Buy to file a claim, I tell the girl what happens, she calls her manager, he says well since it is under 30 days we are going to replace it, she opens the cabinet and they have none left, they call another store and they have 3... she says you can go there and finish up the exchange, I ask her to call and let them know I am coming so that I will not have any issues, she does, she prints the receipt for me cause I couldn't find mine and off I go to the other store, get there, ask for this mgr that the 1st store called name Adam, tell him my name, he instantly says sorry aint nothing I can do for you... but then after I didn't laugh, he says that was just a joke, then he tells Jessica to help me and she looks at the phone and says ummmm, this phone has water damage(yeah I know, that is why I am here), we can't exchange it, the mgr gives me all the reasons, why he can't goes to tell me he will get fired and all this...but they can send it off and it will take 30 days to get my phone back, I tell him "Do whatever you gotta do, but I need my phone and I need a blackberry, or something comparable... he is going to loan me a plain jane phone but I have to pay $150 deposit until my phone comes in... I ask him, why is it that I have a BlackBerry Bold, and I have it for what it does and I use it for business purposes, so that is what I need like the original guy told me... he tells me he can't do that... I ask him why can't he just exchange it, he says he can't, I ask him to call the other store mgr that said yes that sent me over here... he balks until I insisted sternly, he finally gets on his cell phone calls directory assistance to get a number of other store(which I thought was weird) shouldn't you have a listing of the local stores... anyway the mgr is like yeah exchange it, he was like I aint taking a $700 hit over this, the mgr said that he would... the Adam guy was about to do the transaction, until the Jessica girl was like, you are going to get in trouble for this...then he stopped and started giving me all these reasons that he would get dinged or fired for helping a customer and keeping "Customer in Customer Service"... anyway...
We probably went back and forth for a good 30 minutes or so and I am telling him that I need my phone, he says he will give me a loaner but I would have to pay $150 for it, I was like... do you really think it makes sense to charge me $150 when I own a Mercedes of a phone and you are giving me a escort of phone for loan,until mine comes back... are you kidding me, so when my phone is ready i am going to tell you to keep it, and never return your base model phone for mine with all the bells and whistles... does that really make sense? this is a BlackBerry Bold we are talking about.
Anyway as we are discussing this, I am thinking how I can cancel this contract and go get the new BlackBerry 8900 from T-Mobile, which I can get for less than I paid for my Bold and the airtime and BB pkg plans are cheaper and offer more... and the only thing I would be losing is the 3G which the wifi calling will more than make up for it...
I ask the Adam guy if I can speak to someone who can make the decision, and he tells me he is the judge and the jury, basically he is it... the top guy in the store, I asked him if he was the Store mgr, because surely someone else could make the decision... and then another mgr walks up, his name Bryan, who starts to consign...and they both told me that their mgr would side with them and not me the paying customer at all(I really felt bullied, there are now 3 people telling me, aint nothing going to happen)... I told them both, I couldn't believe that no one in the Best Buy Corporation would not side with the consumer, the Bryan guy told me he was the services mgr and it would come through him anyway and wasn't going to change on his ruling and that Adam had spent 45 minutes trying to discuss this me... I asked him... how did he know, he said that he could hear Adam across the store explaining to me... Adam was telling me that even as a Best Buy manager he couldn't even get a comparable model for loaner if he had the same issue... while I don't have a problem with that, why because that isn't my problem... my issue is either you exchange my phone or send it in for repair but I need a comparable model that is going to solve my needs, that is why I bought the phone in the first place... If I buy a minivan and it goes in for repair and they need to give me a loaner, they are going to put me in something comparable, probably because I bought that van for a reason... they told me to take it up with 888 best buy and they are going to tell me the same thing... and even though it was my fault that I spilled the liquid on my phone, that is the reason I bought accidental damage protection, just in case!!!
Because I demanded to talk to someone higher up and I was told that they were the Jury... and then I asked for the district or regional mgr's name, all they told me his name is Johnny... and I asked if johnny has a last name, they told me that they were not going to give out any of his personal info, I asked if this johnny person has business cards... i am sure his last name is on it... and most stores have the chain of command on the door with first and last names(I didn't look, forgot) then I asked for this stores # and Adam grabbed on his cards that btw had his first and last name... I asked him to write johnny name on it, he did and balled it up and pushed it towards me... I then asked for a card that was not balled up because that was rude and not once did I get loud or disrespectful with either... Yes I asked why I couldn't get something that was told to me and something that I felt would be fair, but to leave $150 for a phone that I could buy from WM for 20-30 bucks in exchange for my BB bold... just didn't seem fair. and I pay $10/month for this type of treatment... I officially have a headache and a $750 paperweight!
I hope someone can help me, something about this just doesn't seem right, and I know that something can be done... I don't feel this is great customer service... I am pretty sure that Best Buy has made more than $750 in profit off me over the years and this marks the 2nd time I have had a problem with their customer service, when I bought this very laptop that I typing on right now, I stood directly in front of a computer I was interested in for over 30 minutes before anyone would even say can I help you and I will be with you in a minute... almost a year ago to this day, this type of situations that makes me believe that CC didn't last though these rough economic times, because the companies that practice the Golden Rule with survive and thrive... Treat other like you want to be treated!!!
The Bryan guy told me... I had 2 choices, either take their offer or leave the premises and he called the police... I asked him, so you are going to call the police for what, because of an consumer dispute that really never got unruly or out of control... I am a business person, that use my phone for what it was intended to do, and I don't see any reason why I can't have a replacement that is comparable esp when it is going to be in repair for 30 days, not a couple of days, but a month...so I just I guess I took neither, and he did call the police, which by the way I had simply left the store, as I was leaving, He told Adam, now man go eat dinner... was this the reason, because he had to eat dinner... I know that this post will not stop anyone from buying from Best Buy Store 1065 in Mundelein, IL but I hope that you realized that the Geek Squad Black Tie Protection is worth the paper that it is written on.
(edited only to remove personal information per Forum Guidelines)
02-23-2009 08:31 AM
What all this stems from is you being told incorrect information at the time of purchasing the GSBTP. First, ATT's insurance covers everything that BB's plan does, and more. In fact, ATT's insurance covers anything at all. However, there is a $50 or $125 deductible per claim (yours would be $125) and a maximum of two claims per year.
The GSBTP covers problems due to manufacturer's defects, dust, heat, humidity, normal wear and tear, power surge, accidental handling, and spills. It will not cover lost, stolen, or full submersion in water. Also, the phone does have to be in one piece. There is no deductible, and it does provide the option of a loaner. However, there is a $150 deposit, and the loaner is a very basic phone. You are able to make calls, txt, and check email. We actually have a special stock of loaner phones that are separate from our regular phones. The deposit is not so you run off with the phone, as that would be silly. If you return a nonworking phone, you will not get your deposit back. We have had people break our loaners and have to pay a second $150 deposit.
Replacement is never an option unless the no lemon policy is enacted, or the phone is unable to be repaired. Even though you were within the 30 days, water damage is not covered under the exchange policy, so it would have to be sent out regardless.
Now, the other root of the problem is that you were sent to another store. I know that the original store didn't have any phones in, but they made the determination of replacement. Basically, they sent their problem over to a different store. We have had that happen many times, and different stores have different policies. I have a feeling if the original store would've had the Bold, there would've been no problem.
The second store was unacceptably rude to you. You didn't do anything that would warrant you being forcibly removed from the store. Even though it is not covered under the GSBTP, the replacement that the first store presented is what you were promised, so that should've been done regardless of the second store's opinion of it.
In the future, please do not post employees' last names. Posting personal information of customers or employees is against the rules. I'm sure the mod Elizabeth will come by and remove the offending information.
And people who use ellipses to end sentences is a pet peeve of mine.
02-23-2009 10:13 AM
That was exactly the point I was trying to make to that so-called manager... and if their names is on a business card then it makes sense as the name Adam is pretty common... lol whether or not I end a sentence with... maybe that means that the sentence really never ended at all.
...but on a serious note, it makes absolutely no sense to be w/o my blackberry for 30 days and I pay 10/mo for coverage... the reason that most people buy blackberrys in the first place I am thinking is because they need access to their email at all times from their servers, and I am not saying that I need a Bold as a replacement but one of curves which are extremely cheap these days could be used as loaners... maybe that is something that Best Buy should look into... you have people who run businesses that can't be w/o for 30 days like myself.
In the end, so if I phone is determined to have water damage which I am pretty sure it has, then what would happen... my phone will not be replaced... if that is the case then this insurance that best buy offers is in fact not worth the paper it is written on. paying $5 dollars more a month than ATT's but not having to pay a deductible, just doesn't seem like a good deal.
While we are worried about how I end sentences, shouldn't we worry about how I am going to get my BlackBerry Bold back in working condition and in my hands and a satisfied customer... and a first and last name is not personal information...that is a person's name, or BB should think about just putting employee codes on business cards... just my thought.
How do we get to happy resolution?
02-23-2009 10:23 AM
I am just telling you the provisions accorded to you by the GSBTP. I am not the one who decides what loaner phone to give a customer. That is decided by corp. Maybe that will be changed in the future, but as of now, a loaner is one of the very basic phones that we have as loaners. Also, let me mention that the loaners we have in store are not actually part of the store's inventory. They are considered corp. inventory. This is why many stores refuse to give a phone that "belongs" to the store instead of the corp. supplied phones.
The GSBTP does not cover full submersion in water. If the service center determines that the phone was fully submerged, you are correct in stating that it will not be covered. Spilling water on it would most likely not give them that impression.
I am not a mod, so I am not able to make any offers to you. That responsibility falls to one of the mods who will post shortly and assist you.
Per forum guidelines that you agreed to when you registered, a full name is considered personal information.
02-23-2009 05:32 PM
well I understand what you are saying that you are not a Mod... quite frankly I understood that... and that is what I have a problem with... most people are not clueless... and that is simply why that question was not aimed towards you... that question is aimed at the person that can help.
02-23-2009 07:56 PM
Rudeness on these forums will turn everyone off and they will not help you anymore.
These forums are for EVERYONE to contribute to. Not just your personal preference of "the one who can help" instead of "the one thats clueless"
02-24-2009 09:03 AM
02-24-2009 09:10 AM
and also...I was not telling that person that they were clueless... I was referring to myself, the poster said that they were not a Mod and couldn't help so I simply said "I understood that" as I am not clueless...
If I am actually in Best Buy store #1065 and I have a complaint, the customer in line behind me, may understand my issue I am having, but only the employees of Best Buy Inc such as the mgr can actually help me... correct me if I am wrong.
Thanks for actually understanding what I am saying.
02-24-2009 02:06 PM
Guess what I just found out... that there was no johnny guy as the mgr in the Mundelein #1065 store at all... so now I know that i was lied too! period
I will be contacting corporate headquarters!
02-24-2009 05:22 PM
yeah I do... not only have I been posting here... but also following up with 888- bestbuy... and if I don't get a resolution today, on tomorrow I will be calling best buys corporate hq in the AM @ 612-291-1000.
thanks I have asked for several phone calls back...I am paying for service for absolutely nothing.