Manufacturer Warranties and Protection Plans

[RealGeorgeW Emerging Expert]

From what I've heard in my store, getting our hands on more stock is hard. Hopefully they can get ahold of Palm and have one shipped direct.... or.... something.

[enjoyingsilence]

Hi there. I spoke with the rep @ the store today. And that's what they're trying to do. Ship one direct from Palm. New, not refurb. 

[enjoyingsilence]

At least they're trying not to get a refurb  

[John-BBY Community Connector]

Hello enjoyingsilence,

I was disheartened to read about your experience with purchasing the Palm Pre and its subsequent problems.  I’m grateful that Jayci was able to render such stellar service for you in trying to get the situation resolved to your liking!

Please be assured that your feedback on this experience will be passed along in full.  Having said that, there are a couple of things that I wish to address as points of correction.  First, Accidental Damage from Handling covers drops and spills consistent with normal usage.  Having your Palm Pre run over by a vehicle is not consistent with normal use and would typically not be covered under Geek Squad® Black Tie Protection (GSBTP).  I’m gratified that the store has gone so far to address this as an exception to our usual procedures.

Secondly, while a loaner phone can be provided for a nominal deposit, there is no provision in the GSBTP terms and conditions to state what type of phone is provided.  The No Lemon clause defines what type of replacement is provided should a product qualify (three completed repairs and the diagnosed need for a fourth), but that does not extend to loaner phones.  Typically, the loaner provides for basic service so you’re not completely out of touch while a repair is being completed.  Again, your local store has made an exception for you and I’m glad that they were able to do that.

I encourage you to continue to work with the team at store 430 as it seems that they have this well in hand for you.

Thank you for taking the time to write us about your experience!

Sincerely,

[enjoyingsilence]

While I appreciate your response, I don't enjoy it's "corporate feel" or "corporate verbiage". . I am not marking this as "solution" via this board. 

Feel free to pass this along as well: if GSBTP does not cover my phone, or anyone else's phone for that matter, being run over by car --or-- to be more specific & precise: any damage outside the scope of normal usage (including, but not limited to, accidental drops, spills, et al), please retrain all current Best Buy Mobile staff, and any staff authorized to sell AND service* the GSBTP for Mobile plans. As 4 best buys told me breaking your phone in any fashion, such as running it over with a car, semi, the wheels of a 747, or tearing it in two to three pieces via a fit of rage, etc etc would be covered under this plan. 

Somewhere in Best Buy Corporate management & training failed the big one, subsequent failures trickle down the individual chain of command, eventually reaching regional and district, where the employees [we customers] interface with, dish out information that YOU, John-BBY Community Connector for BestBuy Corporate find to be inaccurate. 

Not that it's your fault; you're just in a position to pass complaint on, and the suggestion of a formidable challenge. Your corporation forced C.C. into the proverbial cornfield. Now, clean up your act, and train your minions. Employee churn does not look good in quarterly or yearly reports.

Store 430 BBM Is a wonderful group, Whitney, NE Florida's District Manger is a fantastic empowered woman, who is dedicated to your company. I plan on sticking to what is working at the moment, however, aside from flying up to BB Corp HQ and knocking on the door, this is the best avenue to get someone to listen.