Manufacturer Warranties and Protection Plans

[Bismarck]

I don't believe they are teaching them to mislead, however I do believe they put reps on the floor without a lot of training.  My rep told me that with my extended service plan a Geek would come in once a year to calibrate my LCD TV.  When I called for that service I was told the rep was wrong and I had not signed up for that particular plan, although I could add it for an additional charge.  Then today my local store manager managed to get my repair service for my TV moved from 10 days out to 12 days out and was proud of his success!  Do they train them to be that way, no they don't.  I just think the local guys will give you any story they feel will make the sale and then expect someone else to handle the problem.

[Lowkey]

I'm going to resuscitate this thread simply because of the eerie similarity to my own experience. I also purchased a Palm Pre from a certain store in Southern Connecticut (06/06/09), and was handed the SAME EXACT line from a Best Buy Mobile Representative. I initially wanted to stay with the Sprint TEP Insurance, as I have had no complaints or issues with obtaining replacement hardware (and, it was $2 a month cheaper). Then, the associate muttered the magic words: "In store instant exchange". Given this, how could I NOT go with the Black Tie Protection Plan?  $10 a month was quite the bargain for the reassurance that I would be able to obtain a replacement Pre on the spot, insuring no interruption to my service (I conduct a lot of business on my phone, as I am often on the road).

Three days ago (after paying for 15 months of Black Tie Protection), the power button on my Pre gave out (a widely reported, and well documented manufacturer defect). I traveled down to the store I purchased it from...and was given the bad news. Not only was I blatantly misled upon purchasing the plan, I was again misinformed by the Best Buy Mobile Manager right then and there. She mentioned that the plan used to offer instant in-store replacement, but that had since been revised. I asked for documentation of this, and was handed a brochure that did not mention anything of a $150 deposit for a flip phone (not an option)...and a wait of up to 30 days for disposition from Touchstone (again, not an option). I asked to speak to the Manager, and was told that was no one else on a store level that could assist me. No one at Customer Service was willing to discuss the matter further, or provide proper documentation of the plan. Apparently, the District Manager doesn't accept phone calls, either.

Knowing that I wasn't going to get anywhere with the employees, I proceeded to contact Corporate Customer Service. I was eventually transferred to a Mobile Representative named Charles, who was more interested in arguing about the specifics of the Protection Plan ("It's been clearly marked in every brochire that I've ever seen"...yet, he could not find the info with me on the phone) then actually assisting me. After 20 minutes of this, I was escalated to a Supervisor named Ethan...who was even less helpful. At the end of the call, I opted to cancel the Protection Plan (I am NOT paying for another 9 months of this). As of right now, I still have not received the promised documentation of this cancellation.

Unlike the previous poster, I am not willing to waste any additional time with Best Buy Corporate (outside of venting here). I am through. This is going directly to the Department of Consumer Protection. The specifics of this plan need to be posted in the store, and readily available to consumers. I'm better off purchasing another phone through Sprint.

[Abel]

Unfortunately you're not alone.

As I've posted elsewhere the Black Tie Protection program is a very high margin "product" for them and I believe it really helps their numbers. This in turn puts pressure on their Managers to use it to bump their numbers who then put pressure on their employees/floor/sales people to push the plan. BUT without properly making sure that the aforementioned employees do it in a way that isn't dishonest.

So, yes, I believe something needs to change.

Good luck!

[Abel]

Also, thread necromancy is creepy.

Creeeeeeeeeepy.

[Lowkey]

It's worth braving the creepy factor, as this is an reoccurring problem which needs to be addressed. It's unfortunate that I have to turn to the State of Connecticut to do it.

[Justin-BBY Community Connector]

Hi Lowkey-

I understand that you're very irritated with your Palm Pre phone experience at your local store.  I imagine no one wants to incur problems with their phone, especially if it's used for business purposes.  I too would feel similarly if I experienced what you describe.

It is true that you should have been advised of your phone coverage's terms and conditions at the time of sale.  If this wasn't communicated to you, or if there was some misinformation; then I truly apologize.  I will take note of your concerns and pass them along the proper channels of store management to be addressed.  

I realize that you may have come here to vent your experiences with us, but I would like to get personally involved.  I'm sending you a private message to continue our conversation, which you can check by ensuring you're logged into our forums; then click on the icon in the upper right corner.

Thank you for sharing your experience with us here on the forums!

Regards,

[jersey]

It is not theat we were not informed the terms of the program. We were informed falsely terms that are not true like instant replacement full function loaner phone. Oh I forgot we all just are hard of hearing Best Buy never lies.