Manufacturer Warranties and Protection Plans

[KimberlyL]

I am extremely disappointed with Best Buy's ability to follow through with what I was promised with their mobile protection plan... and from the sound of it, it seems other people have been scammed too.  At the beginning of January 2011, a Best Buy mobile employee convinced me to buy an HTC Incredible.  Let me say that everything about this experience has been everything BUT incredible. 

From the start, I told the employees I was just looking to see what phones were available because my current phone was on the fritz, but I wanted to wait until the Verizon iPhone came out and didn't want to waste my upgrade.  Since it was unclear when the iPhone would become available for Verizon customers, both the Best Buy mobile employees working that night told me that I should instead buy the HTC Incredible (which was free with the 2 yr contract) and buy the protection plan.  They claimed that with the protection plan, my phone would be protected against accidental damage and I would be able to upgrade to any new phone of equal value (or pay the difference if the new phone was more expensive) should I break my phone... Meaning if I accidentally broke this HTC Incredible, I could trade it in for a new iPhone when it became available.  I was a little skeptical, so I asked again to confirm.  The employee told me that I could literally come in and break the phone with a hammer in front of them and they'd give me a new phone on the spot.  So he highly recommend that I get the HTC Incredible in the meantime and just trade it in for an iPhone because I'd essentially be getting a free iphone (plus the monthly $9.99 I'd be paying for however many months until I got the iphone).  I even asked the other employee at the time if this was the policy and she agreed with him and claimed she had done this multiple times in the past.  My dad and my boyfriend were both present at the time, and we all assumed Best Buy would follow through with their promise.

This is the ONLY reason I bought this phone and used my 2 year upgrade.  However, right off the bat I had issues with my Incredible.  The touch screen was faulty so whenever I tried to scroll on a page, it would get stuck in pinch to zoom mode.  It was also unable to make a phone call without conference calling other people at the same time.  It was basically impossible to use the phone.  I took it back to another Best Buy store a couple days later and had it replaced with a new HTC Incredible.  This second Incredible functioned a little better, but it's still always had issues with the touch screen.  Like the first one, it will often conference call other people while I'm on the phone with someone and half the time it doesn't recognize the phone is up to my face and will hang up on people.  It also constantly thinks it's out of storage space (even though I've used less than half of the hard drive space) and so it frequently won't let me access my text messages claiming it's out of space.  I didn't bother returning this phone for another because I figured when the iphone came out, I would use this as my reason for trading it in... since I would feel guilty intentionally breaking the phone to get a new one... even if that is policy.

Well, I ended up accidentally dropping my phone anyway and the screen is completely cracked.  The phone still semi functions, but the combination of the cracked screen and the internal issues made me want to finally use the protection plan that I've been paying for for a year and 4 months ($160).  I went to three Best Buys since, trying to trade this phone in for my iPhone that I was promised and everyone has said the same thing: the guy who sold me the phone and the protection plan was lying to me and that the best they could do is give me a refurbished HTC Incredible.  This makes me INCREDIBLY upset seeing as I bought this phone and protection plan under false pretenses.  Also, I do not want an old refurbished Incredible (from what I've been reading on these message boards, most of the Best Buy HTC Incredibles are faulty).  I want what was promised to me. 

I've been incredibly nice and patient with all the employees I've spoken to since, but they all agree I should get what I was offered.  They looked up the employee number of the guy who sold me my phone and found that he had since been fired.  I understand he might have been a bad employee, but if ANY Best Buy employee promises something, especially with another employee confirming what he is saying, I believe the company should follow through with what was promised.  I feel duped and have spent a lot more money that I should have on something I did not want.  All the Best Buy employees I have talked to agree with me, yet say I am going to have to talk to someone higher up than them to get what I was promised.  Not only do I feel duped, but I feel helpless in this situation.  This has been a long, arduous process and I want what was promised or I want my money back.  I really doubt I'll be shopping at Best Buy again.

[CrystalWoW Community Veteran]

Unfortunately, you agreed to a contract upon purchase that specifically states that replacements can be new or refurbished. You also electronically agreed upon purchase that you had received and understood a copy of the full terms and conditions of the plan. I would recommend you have it sent out for service, rather than rapid exchanged for a refurbished if you don't want a refurbished one.

[RealGeorgeW Emerging Expert]

Something I realized tonight, while talking with someone else. Once your phone is repaired, it is for all intensive purposes, refurbished, as a refurb phone's simply one that was broken and repaired.

Food for thought.

[hydrogenwv]

Intents and purposes, btw.. Just a pet peeve of mine.

I think that a lot of people "bond" with their electronics, especially phones. Sure, you are getting a repaired phone when you get a reurbish, but it's not "MY" phone.. it doesnt have the same dings and scratches mine has.. it have more (or less).. and, in the case of a person who is super careful with their phone, if they get a scratched up phone, they feel jipped.

  But, I do agree that, as far as functionality is concerned, a repaired phone and a refurb are essentially one in the same.

[RealGeorgeW Emerging Expert]

Yeah sorry, if you notice that was posted at around 5AM.

[Ryan-BBY Senior Social Media Specialist]

Hello KimberlyL -

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

[Jacob-BBY Community Web Planner]

KimberlyL,

I've read your post and have also read the case notes from you, or your fiancé's, contacts with us about this issue. It is definitely frustrating to hear that this plan was misrepresented to you at the time of purchase. That dishonest behavior is never acceptable and we take it seriously. This feedback will be shared with the appropriate leadership.

We make a strong attempt to make sure that the plan's coverage's are made available in the store on the plan brochures, posters and terms as well as online at BestBuy.com and GeekSquad.com. Selling the plan any other way is just asking for trouble. I'm so sorry this was the case!

There are times when a phone will be considered un-repairable, and if we don't have a refurbished replacement a gift card will be offered. Which could be used towards a different phone. However, the plan will always prefer repair or refurbished replacement over providing a gift card for the value of the device. It's not technically a plan feature, just a last resort option.

I see that in your communications with our support teams some options were given. I'm not sure where this issue stands, but I'd like you to send me a private message with an update. I'll see if there is anything else I can do for you. Just use the button below in my signature to send a private message.

I look forward to hearing from you!

Regards,