Manufacturer Warranties and Protection Plans

[Kooljames20]

Okay so i bought a motorola droid when they first came out and also got the black tie protection for 10 dollars a month. okay so about 2 weeks ago i dropped it and it needed repair so i took it into best buy and they where very rude and  unhelpful. O and by the way when i bought the plan the worker told me that it would be done in a day or two. So yesterday i called them and asked to speak to a manager and i told him what was going on and he said he will not help me in-till it has been 30 days so then i told him  what the worker had told me and he said it is not his problem and he hung up on me. So i will never shop at best buy again an i am returning all of my recent purchases. 

[Nokia]

Average turn time is 2-4 weeks.

[starhelper2587]

Nokia is right.  

PS - One of the Community Connectors (BB corp employees/forum moderators) should be along Monday or Tuesday to assign your thread to the CC best suited to address your issue.  He/she will be able to forward your complaint onto the store you visited where the employees were rude to you.  They can also inform management of that store a/b how the warranty was mis-represented to you initially w/ the turn around time that your sales associate promised you.

[Dorothy-BBY Community Supervisor]

Hello Kooljames20 -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your continued patience!

[Justin-BBY Community Connector]

Hello Kooljames20-

I'm sorry to hear about your recent store experience involving your Motorola Droid phone and Geek Squad® Black Tie Protection coverage.  I can understand your aggravation if you were misled about the coverage and service repair timeframes upon purchasing.  I would be happy to address your concerns.  

I cannot provide reason to you about the treatment you received from store management on this issue.  If you were misinformed about the coverage and repair times, then management should have tried to assist you rather than acting the way they did.  Like Nokia stated, service repair times are generally 2-4 weeks; and I truly apologize for any misinformation, as well as your inconvenience from this experience you ran into at the store.  We want you, our customer, to know their business is valued and we want to make each experience with us a pleasant one. 

Clearly we did not uphold our values and necessary responsibilities to provide you, our customer, with a high level of service you deserve.  I will surely notate your concerns and pass them on internally within the proper levels of store management, so that they are aware of the situation.  To start our conversation, I'm sending you a private message to gather more details.  You can check your private messages by logging into your account and clicking on the envelope icon in the upper right side of the page.

All the best,

[Justin-BBY Community Connector]

Good Morning Kooljames20-

I have some updated information for you regarding your phone repair.  I'm sending you a private message to disclose details.  You can check your private messages by ensuring you're logged into the forums and clicking on the envelope icon in the upper right hand corner. 

Sincerely, 

[robby_payne]

I'm right there with you Kooljames...I'm looking at 5-6 weeks of waiting for my Palm Pre to be "fixed" and not replaced.  My wife's, on the other hand, was replaced within 5 days.  I was told this insurance was a "replacement plan" and if my phone was broken, it was replaced.

Not the case...

My Best Buy store wasn't rude, but they had no idea how to find out what was going on and basically said they couldn't act until a month went by.  What kind of crappy plan is that?  I'm pretty sure if I'm paying $240/yr. for phone insurance, my wife and I have phones that are technologically advanced to the point that we have become heavily reliant on them.  We aren't insuring flip-phones, here!  How is a 30-day turn around even considered OK?

I'm sure if it was all spelled out beforehand, no one would purchase this steaming pile of cow dung; thus we get associates painting a picture that is entirely false and consumers getting hosed when they don't read the fine print.

If you are considering this "protection plan," don't!  Stick with carrier insurance and be glad for a $100 deductible and your phone back in only a couple days...

[starhelper2587]

---

robby_payne wrote:

I'm right there with you Kooljames...I'm looking at 5-6 weeks of waiting for my Palm Pre to be "fixed" and not replaced.  My wife's, on the other hand, was replaced within 5 days.  I was told this insurance was a "replacement plan" and if my phone was broken, it was replaced.

Not the case...

My Best Buy store wasn't rude, but they had no idea how to find out what was going on and basically said they couldn't act until a month went by.  What kind of crappy plan is that?  I'm pretty sure if I'm paying $240/yr. for phone insurance, my wife and I have phones that are technologically advanced to the point that we have become heavily reliant on them.  We aren't insuring flip-phones, here!  How is a 30-day turn around even considered OK?

I'm sure if it was all spelled out beforehand, no one would purchase this steaming pile of cow dung; thus we get associates painting a picture that is entirely false and consumers getting hosed when they don't read the fine print.

If you are considering this "protection plan," don't!  Stick with carrier insurance and be glad for a $100 deductible and your phone back in only a couple days...

---

It is spelled out beforehand, in the terms and conditions warranty brochure.  All BB stores require an electronic signature now at the time of purchase of a GSBTP warranty, where the client must acknowledge that he/she received a copy of the brochure.  I know we all want to rely on what our sales associates are telling us since we make purchases in good faith as consumers but in reality, we should always do our research.  Personally, I've checked out the Ts and Cs on geeksquad.com and they aren't too legal-jargon-y.  LOL  I understood what everything meant and they were very thorough.

[robby_payne]

Oh, trust me, I'll be reading every word of any agreement I make with Best Buy in the future, if there are any more.

And what I meant by it being "spelled out beforehand" was not being mislead by an associate who wears a Best Buy Mobile polo shirt.  Sorry, but when a specialized employee tells you about a product in detail, you usually trust them.  I'm sure it was all in the brochure...I'm not an idiot and I can read.  But why would they tell you something that completely contradicts what's in the fine print?  Like I said before, I will make sure and read everything about any agreements with Best Buy in the future as I understand now that their employees are either poorly trained or willing to say whatever they need to in order to make a sale.

And thanks, starhelper for pointing out the completely obvious here...that really helped out a lot!

[JoshSB]

Unfortunately Robby some associates like to tell the client anything they can to guarantee a sale.

It is a sad practice and makes Best Buy look horrible, but sadly enough it does happen, which is why Best Buy requires all customers to verify they received the Terms and Conditions upon checkout via the touchpad at the registers.

~ Josh