Manufacturer Warranties and Protection Plans

[downlo]

I have been dealing with Best Buy for many years and have always been happy with the service I have received in-store and over the phone.  When I went to purchase a cell phone plan with Sprint it only seemed logical to go to Best Buy because of my satisfaction with their many other services.  I purchased the Evo Shift 4G and at the time the sales associate asked if I would like to purchase their Black Tie Protection Warranty.  I responded that I wasn't much for warranties because I take excellent care of my phones.  He was persistent, as any sales associate would be, and said that this protection was far superior to any others because it covered "everything."  I chuckled at that and he further explained that I could "put my phone in a wood chipper, bringing in small but identifiable pieces and Best Buy would gladly replace it."  This sparked my interest because accidents do happen and since the phone was quite expensive, it might be good to have the protection.  He also told me that it covered water damage unlike all other insurance plans.  I finally gave in.  After my experience with Best Buy I sent my mother, father, and boyfriend there as well.  We were all more than happy with the experience and all purchased this wonderful Black Tie Protection. 

About a month ago, my mom left her phone on the back of her car and proceeded to accidentally run over it.  We rushed to the Best Buy store in a panic.  We were quickly assured that seeing as how the phone was "damaged beyond repair" it could be sent out and replaced within a week’s time.  We were asked to fill out paper work as to what happened to the phone.  Nothing was ever mentioned or hinted at that this may not be covered.  So the phone was sent out and she was given a loaner phone (which was not a smart phone-like she owned).  A week passed and we called only to find out it would take three more weeks.  Three weeks passed and we called again only to be told it would now be up to three months for the irreparable phone to be "repaired."  When I questioned these new developments I was answered with rude responses and was even hung up on.  Confused with all of the constant back and forth I called Customer Service (a) to complain about the rude customer service received at the store, and (b) to find out what was going on.

The customer service rep called a store in his area and was told that they should have done a rapid exchange on the spot for a non-repairable phone.  I was then transferred to file a complaint about the store.  After speaking with a very nice rep, I was assured that she would assist in taking care of this situation and getting it resolved as quickly as possible.  The next day she called to tell me that the Black Tie Protection does not cover certain things and accidentally running over the phone was one of those things.  I was in utter disbelief at the fact that not one, but three stores and at least 5 employees made claims that this protection covered EVERYTHING, including, as previously mentioned "a wood chipper incident."  I was again assured that she would do her best to assist me in resolving this issue.  I reiterated the fact that Best Buy employees were flat out lying about a material piece of the protection.  It is not only wrong, but volatile. 

I know that you should always read before you sign anything, but hindsight is 20/20.  The fact is Best Buy is praying on thousands who, let's face it, don't read the Terms and reasonably rely on what they are told by this "well-trained associate."  This speaks volumes for the kind of customer service offered by Best Buy.  The reason this protection plan is pushed so heavily and misrepresented is simply to increase sales.  Maybe the sales reps themselves are completely ignorant to the fact that this protection plan does not, in fact, cover the things they tell customers.  This is quite possible considering the customer service representative willingly admitted that "different stores handle it differently and some are more lenient than others." Nonetheless, Best Buy as a corporation is acting recklessly by allowing their associates to continually misrepresent this Black Tie Protection to customers knowing full well that they can simply respond, "It's in the Terms and Conditions." 

Don't fall for the Black Tie Lies! This warranty plan is just as useless as the rest of them. After the resolution of this situation, I will never return to Best Buy for services again.

[ChiefLance]

I have dealt with BB on this same problem twice in the past I don't shop at BB much anymore because I have felt taken. I only go when I need something quick and they are closer than any other option. Can't trust BB. Ever!

[Bagman]

I was told the same BS to get me to buy the Black Lie, I even told the sales person that I have ran over my phone and have lost my phone (I'm a truck driver) and she told me that If I got Black Tie my phone would be replaced in store with a new one with no deductable (LIE) I also found out that when I call my provider to activate phone I can get my carriers insurance back on phone-that is exactly what I did then cancelled Black Lie from charging my credit card, Will never give Best Buy another dollar for anything, A friend of mine even had their phones turned off then turned back on the next day to get carriers insurance back, so that they could cancel their BlacK Lie!

[Ryan-BBY Senior Social Media Specialist]

Hello downlo -

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

[Aaron-BBY Community Connector]

Hello downlo,

I’m not sure why there would’ve been any confusion regarding your service plan’s benefits, but I can imagine why you’d be upset!  I’d be disappointed too if I was informed that I might be responsible for the cost of repairs, especially if conflicting information was provided by several in-store associates.

Although our ADH service plans do provide coverage for damages due to drops and spills, it’s important to understand that this benefit only applies to damages that might occur over the course of normal use as the manufacturer intended.  This means that damages caused by any of the following are not covered:

• Being run over by a vehicle
• Biological contamination
• Complete immersion in water
• Extreme environmental conditions (heat or cold)
• Falls from balconies
• Insect infestation
• Rodents

This list is by no means all-inclusive, so I’d encourage you to review your plan documentation or the sample brochure available on the following site for more information.

http://bbyurl.us/TandC

Now, I’ve had the chance to review your account and it’s my understanding that your service plan was cancelled yesterday afternoon.  Although it’s disheartening to read that we may have lost you as a customer, rest assured that the appropriate management teams will be notified of your experience.

Thank you for taking the time to post.

[ChiefLance]

downlo, it's a trained sales response:

Acknowledge- "I can imagine why you would be upset";

Align- "I’d be disappointed too if I was informed that I might be responsible for the cost of repairs."

Provide an excuse- "Especially if conflicting information was provided by several in-store associates."

Reassure that this wont happen again- "Although it’s disheartening to read that we may have lost you as a customer, rest assured that the appropriate management teams will be notified of your experience."

Here's an idea, spread the word about this garbage across the social networks and finish them off. If they want to make excuses for poorly trained employees, who are usually kids working for minimum wage and really don't care about customer service, then make them pay for it through a loss of business. Best Buy has tried to screw me before so I know how bad they are.

[ChiefLance]

BS!

[downlo]

Aaron,

If you had actually read the original post you would understand why there was confusion as to what the Terms and Conditions are. Best Buy employees are misinforming customers as to what is covered. I was not even given a copy of the Terms and Conditions while I was in the store. I know for a fact that I am not the only one who has been told that everything is covered by this insurance plan. I had referred several people to Best Buy Mobile and they all related similar experiences regarding what they were told about the coverage of the insurance. I also did a simple internet search and found several other dissatisfied customers who had been horribly mislead by Best Buy associates as well.

I have cancelled the insurance on two of the phones I have purchased from Best Buy. As soon as this dispute is settled, I will be cancelling it on a third phone on my Sprint account. Best Buy should not be allowed to haphazardly apply an insurance plan. It makes no sense to me why a customer service associate would acknowledge the fact that Best Buy associates are misrepresenting the plan and then applying it however they see fit from store to store. This is careless and definitely not a way to gain a good rapport with consumers.

Best Buy Associates should be explaining to customers what exactly is covered, not stating "Everything is covered, except if you lose it." Customers look at Best Buy associates as being knowledgeable about the products they sell. Customers reasonably rely on what they are being told, to be the truth regarding the products. As I stated in the original message and you have clearly proven by your canned response, Best Buy will and can continue to have their associates fraudulently represent this insurance plan because you can simply respond “It’s in the Terms and Conditions.” This is not the customer service of a respectable corporation. It’s becoming increasingly obvious why Best Buy is on the decline and headed for a non-existent future. I am not the first and certainly will not be the last to vow to never step foot in a Best Buy again.

[ChiefLance]

downlo, guest BB doesn't care. They haven't replied back to you. They must know you speak the truth.

[CrimsonRain]

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downlo wrote:
Best Buy Associates should be explaining to customers what exactly is covered, not stating "Everything is covered, except if you lose it."

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Then every customer interaction would take approximately 2 hours.

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downlo wrote:
Customers look at Best Buy associates as being knowledgeable about the products they sell.

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True, but they are also human, not robots with verbatim explanations. Plus, every associate is different than the other in the level of knowledge. Some are more passionate about the product(s) and others not so much.

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downlo wrote:
Customers reasonably rely on what they are being told, to be the truth regarding the products.

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I believe that's also called naive. Product research works both ways. Caveat Emptor. With the explosion of the internet, many shoppers are buying products with varying degrees of prior research.

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downlo wrote:
... you can simply respond “It’s in the Terms and Conditions.” This is not the customer service of a respectable corporation.

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Then what would be? Is it a business's responsibility to make sure every buyer understands every aspect of the product and service they just purchased? You literally have 30 days to read the terms and conditions of the Black Tie Protection and if you are not happy with it, then you are given a FULL refund. Thirty days!! Should retailers start offering coloring books and crossword puzzles to every buyer of their service plans/warranties to ensure that the customer knows what they are buying? Responsiblity people. It works both ways.

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downlo wrote:
It’s becoming increasingly obvious why Best Buy is on the decline and headed for a non-existent future. I am not the first and certainly will not be the last to vow to never step foot in a Best Buy again.

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I always love the proverbial "you'll live to regret this" responses.