Manufacturer Warranties and Protection Plans

[dlee2]

I purchsed the black tie protection on my BBerry Bold and was told if I had any problems with my phone that it woudl be replaced with another bold at the store.  My screen went white and I went in and they told me oh it will take about a month to fix and we'll give you a loaner (not a blackberry)  I had to complain before they would even offer a curve so that I have e-mail access and the rep acted like he was dogin me a favor.  I don't appreciate a sales person not telling the truth and selling me a garbage plan. 

At the end of the day I'd rather pay the 5$ a month and a deductable to ATT and at least if I have a problem they will overnight me the same model (assuming they have it) and I can send them the broken item.  I don't have to deal with a downgraded phone, some snob of a best buy employee and a month long wait for my phone.  I always enjoyed BestBuy for it's service but now that has been tarnished.  I will never buy a phone from best buy again and potentially anything else, this experience has truly soured my view of what I thought was a great store....

[mrpmpfan]

Actually with AT&T the Bold deductiable is $125 and it takes about 3-4 days.  I work for them currently and deal with this issue all the time.  If you don't mind me asking, how much was the protection plan that the rep sold you?

[Elizabeth-BBY Community Supervisor]

Hi dlee2,

I've asked John, one of our Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days at the most.

Thanks for posting!

[dlee2]

I recently switched from Verizon, and Verizon overnighted you a phone next business day.  AT&T may be over night or 3-4 days which is still substantially better than apx 1 month.  Additionally, the BBUY plan is $10 bucks a month while att is 5 + $125 deductable.  If you lost you phone at month 10 your essentially paying a $75 deductable which I'd be more than willing to pay to have a new or refurbed phone swapped instead of waiting 1 month plus and dealing with a condensending BBUY mobile rep.  If I could I would drop bbuy protection right now and get ATT insurance but I think I am stuck on that one.  Additionally, BBUY doesn't even cover lost/stolen...

[Keriokeeee]

I had the EXACT same thing happen to me!  You in Virginia Beach by any chance?  Please let me know if you are NOT in Virginia Beach!!! 

At least you had them "Do you the favor" of helping... I had them yell in my face and basically chase me out of the store.  And I have yet to hear from someone from Best Buy on my post or otherwise.

Calls and letters go unanswered.

[Keriokeeee]

Hmmmm Nokia... seems a lot of us were "Misinformed" in EXACTLY the same way, about EXACTLY the same thing... either it was an epidemic, or it WAS Best Buy policy and has recently changed.  Without Grandfathering us in.

of course, there is the other option of employees being trained to lie to customers to sell service plans....  hope its not the contagious option...

[Keriokeeee]

mrpmpfan  I paid $50 for my Best Buy Plan, and my dedcutible was $50 with ATT (My partner works for them for 15 years now, I am very familiar with the company).  I never should have believed the Best Buy rep...

live and learn, some stores are honest, so are not... shame.

[dlee2]

Unfortunately, this event was in California which just shows that poor customer service does not seem to be a one store issue...

[Keriokeeee]

California AND Virginia saying the EXACT SAME THING to 2 differnet customers both at the time of purchase of the plan, and when the plan needed to be used.

This is NOT poor customer service.  This is NOT "missinformed"  This is POLICY!

BEST BUY HAS LIED TO BOTH OF US SOMEWHERE ALONG THE LINE!  Either this WAS their policy and they suddenly changed it without informing us.

OR

It IS their policy to lie to customers to get them to buy the protection plan.

I smell a law suit!

[mrpmpfan]

In case you didn't know this, you can't just sue a store over what a rep might have told you?  Know why?  Because you do not have video or audio proof of this conversation.  You do however have the brochuere they provided when you decided to sign up for the service.  So the judge would throw out your case so quickly