Manufacturer Warranties and Protection Plans

[joncurve]

My Blackberry curve was totally ruined (literally broken in to many pieces).  I have the BB protection plan on my phone.  Will I be able to go in to a BB mobile phone store and get a replacement on the spot?  It is completely obvious the phone is unrepairable.  I never had a claim with BB so I'm wondering how it will work.  I have read nothing but horror stories on this board.

[Elizabeth-BBY Community Supervisor]

Hi joncurve,

Melissa, one of our Community Specialists, will be weighing in on your post shortly.  Thanks for your question.

[joncurve]

Very poor customer service at best buy montgomeryville.  My phone which is literally smashed in pieces, would not honor my protection plan.  Said they would have to send it out and it can take up to a month to get an answer on if it can be fixed or not.

I need my phone for work and cant be that long without a phone with a data plan.

Shame on you best buy.  Your employees sell customers a real bill of goods when you purchase a phone protection plan.

I'm buying out of my current plan just to get away from BB.  What a waste of money every month.

BB will never see another penny from me at thier phone stores or department store.  I will tell the world about your policies.

Disgraceful.

[Melissa-BBY Senior Social Media Specialist]

Hello joncurve,

I am very sorry to hear that your Blackberry Curve is broken so badly. I am very surprised to hear that it was in several pieces as you describe. I can imagine it would be upsetting to be told that your phone might be out for up to a month for service.

With the Performance Service Plan (PSP) you purchased Accidental Damage from Handling (ADH) would be covered. This however does not protect against everything. Only damage from using the cell phone as it was intended, such as dropping it, or liquid spills would be covered.

As this is a service plan, the phone would need to be sent in to be evaluated to determine if the damage is covered by the PSP and for repair options. If it cannot be repaired, then an approval for replacement should be provided if it was covered by the PSP. If the phone’s damage is not covered by the PSP, then a repair estimate will be provided. The length of time a phone is in for service can vary depending on the brand of the phone.

While the phone is out for service, our stores have an option to provide a loaner phone to assist you in staying connected. The loaner phone is not guaranteed to have all of the same features your current phone has however. Before your phone is sent in for repair, the store can attempt to transfer your phone numbers to the loaner as well.

I am sorry if this process was not to your satisfaction. I appreciate you sharing your story with us. If you have any additional concerns regarding this process, feel free to send me a private message. To do so, simply click on my user name, Melissa-BBY, and then click “Send this user a private message” on the right side.

Melissa
Community Specialist
Best Buy® Corporate