Manufacturer Warranties and Protection Plans

[jpimentel]

I bought my Droid in April of this year at Best Buy and bought the Geek Squad Black Tie protection plan b/c of the sales person's explanation of what the plan including. They told me that I could get a loaner phone when i dropped off my phone, that if it couldn't get fixed I would get a brand new phone from the store. So, on November 21st I needed to drop my phone off to be repaired. However, things did not go as I was told. First, I was offered a loaner phone but needed to put down like a $75 deposit (which was never told to me when I purchased the protection plan). Second, the sales person I dropped my phone off to told me it would be about two weeks to get my phone back. After two weeks passed I called the 1800 number and they could not find my phone in the system and told me to call back in a week. I then called back in a week and they were able to tell me that the phone had reached the service center but that was the only information I could get. I then started getting annoyed since it was already passed the time that I was the told the phone would be ready so I called the 1800 number and again. This is when I learned that the phone was promised to be back to me on December 21st. One month from the date I dropped it off (If I would have known all this I would have brought it to Verizon and had my phone either fixed or a replacement phone within 7 days). I was then told that if it was not back by the 21st of December the store could authorize a replacement phone. I spoke to a manager at the Best Buy in Wareham, MA and he told me that once it reached that date he would sent out the authorization to have it replaced and that within 24 hours I would have a new phone. He also told me that the store would figure something out if for some reason the authorization request was denied. I called back on the December 22nd and spoke with the store manager of the Wareham store who told me that the request was denied and I needed to wait until the service center had the phone for 30 days before it would be approved. I then tell him that was not what I was told by his manager the day before and I told him what the manger had told me. His response was only i was not in that conversation and I apologize for that. In the time I had to use an old phone of mine b/c of the incompetent service of best buy with my Droid I had to use my GPS on my phone on 5 different days which cost $2.99 each day. I also have already paid the $9.99 for the Black tie protection plan for 9 months. I will be canceling this service immediately and will absolutely never buy anything at Best Buy Again.

[Nokia]

The loaner phone program requires a $150 deposit. Unfortunately, due to other customers existing, the full T's & C's cannot be expressed at the time of purchase. However, you did sign the signature pad indicating you had read the T's & C's and agreed with them. Had you not done that, you shouldn't have signed.

If the phone spends 30 days at the service center, the store can have it approved for in-store exchange. This is what the manager meant.

[Ryan-BBY Community Connector]

Hello jpimentel,

Welcome to our forums.

I was disappointed to read that your Droid was in repair for quite a long time.  I apologize that the terms and conditions were not verbally explained to you at the purchase date.  I know if I would have been in your shoes, I would be looking for some answers as well.

When I was researching you phone repair, I noticed that it looks like you phone has now been fully repaired and should be in your possession.  I truly apologize for any miss-information you may have received and I hope this experience will not deter you from using our service in the future.

If you are in need of any further assistance, please let me know.