Manufacturer Warranties and Protection Plans

[Lislesem]

I bought a new Samsung note on march 12 at best buy in Berlin/ newington CT. I love the phone however when I bought it I asked about the best buy protection plan because the phone is big and I was scared about dropping it. The mobile representative said if I walked out the store and broke it they would give me a new one right at the store. He said that was there protective plan so I got it with the phone. Two weeks later on Sunday April 1 I dropped it and broke it so I took it back to best buy in Waterford CT. They said it would take 5 days and they would have a new one or the old phone fixed waiting for me in the store. At this point I was not that mad because it was a completely different story than when I bought it. So he took the phone and I said see you in 5 days. On day 6 with no phone calls or emails to update me I called the store I dropped it off at and they said no that guy was wrong and it would take 14 days no longer. Same store different story yet again. Really making me mad now I talked to the manager and complained about the service and it's upsetting that no one knows anything and they don't even have the same story. Is each store different? Is each person different? They shouldn't be they should all be on the same story. So after the complaint to the manager she said she would put a rush on my fix. Now today April 13 I called best buy mobile to check the status of my phone. Well guess what the story was this time? They said up to a month maybe longer! Are you serious I said? They said yes! I am now furious with best buy. I asked for the manager she didn't want to to talk to her but I insisted in the nicest way possible trying to remain calm about the whole situation. I spoke to the manager who was very nice but still couldn't really help me. This is just so ridicules I will never ever buy Anything from best buy again. The service was terrible along the way. I'm not mad my phone with take up to 30 days to get fixed however long but I am mad at all the people who lied to me along the way I would have never bought the phone if the Sales person said it would take up to this long. He said I would get one right away. But clearly that's not true. He said that was there protection plan so i got it what a sucker is was....I'm on here recommended by the last manager I talk to. She said to tell everyone what happened to me. I can't get my emotions into words but I am done with best buy! Never again will I go through this with them. This is how they treat their "valued customers" it's surprising to me they are still in business today.

[Lislesem]

They need to be honest and know the service/ warranty plans before someone goes through what I have gone through. All best buy sales/ customer service people should all be on the same page they should tell you the same thing no matter who it is or where it is! This was the worst experience ever that I have had with a warranty or really anything period. words can't describe my feelings.

[Ryan-BBY Senior Social Media Specialist]

Hello Lislesem -

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

[Lislesem]

Oaky

[Douglas-BBY Community Connector]

Hello Lislesem,

Thank you for posting and for all of your patience while we fix your phone.

It sounds like we’ve been moving the bar on you along the way. Having your phone out for repair can be stressful enough without having the story change in the middle of it. I apologize for all of the confusion and I’d like to try and clarify what I can.

With most of the phones that we carry, we are able to replace them with a refurbished unit under our rapid exchange program. This usually takes about 3-5 days total and we do this to keep the turnaround fast. We don’t typically replace phones right away in store under the Black Tie Protection plan.  With that said, I absolutely agree with you: all of our employees should be on the same page and when you send your phone out for a repair or replacement, you should know what you’re getting into. We should let you know what’s going to happen so that you aren’t surprised.

I’m going to follow up with our local management team to make them aware of all of your frustration with the process so far.  It looks like your phone is currently at the service center. It has been diagnosed and is waiting on parts for repair.  I’m going to try and get a few more details and will get you any updates I find.  Please don’t hesitate to let me know if you have any questions or concerns in the meantime.

Regards,

[Lislesem]

I am still waiting for my phone this coming Sunday will be 4 whole weeks waiting. Never agin will I buy a phone or anything
Though best buy! They all lie to you telling you it will be a quick
Process if I would have boughten my phone from AT&T I would of had a new on on the first or second week. Your customer service is terrible. I buy a lot of things from best buy and have sent countless others to your store but I do not any more. This is so obserd how long it takes to get a phone back it better be back before the end of the fourth week or I will fight this on my credit card and not ot a thing for this phone! You have had my phone longer than I have it broke two weeks in and you will have had it for 4 weeks! There is NO EXCUSE you can give me to explain why those people I talked to before are complete stupid and have no decency to tell people the truth on your crapy service and your black tie protection program sucks! Best buy
Sold me on this program and I wish he told me I could have gotten the AT&T one instead because I would have been better off paying them for a new phone.