Manufacturer Warranties and Protection Plans

[Ivanbbycustomer]

I've never had any problems with a Service plan with Best Buy and frankly, I am terribly unhappy with the whole black tie thingy going on and what not. I never EVER before had an issue with Best Buy. My iphone stopped working and I took it to best buy thinking what I was told when I was purchasing it.

If the phone doesn't work the way it is suppose to we will give you a brand new phone on the spot.

Which of course was not the case, and boy was that VERY upsetting to hear. So instead I am told that my phone is going to be sent out for service or RAPID EXCHANGE which ive never gone through and im pretty new to this exchanging thing going on. 

Ive bought the PSP gaming system 5 times, yes different ones and every time something goes wrong with them my proccess is; Take it to best buy, customer service, check for service plan, brand new PSP system. <------ EVERY TIME  and Ive even exchanged a psp for a newer psp

which was the 2000 for the 3000 with no problems.

So how does the PSP system differ from my iPhone?

So my question is, Why did they not just give me a new Iphone like I was told I would receive if anything where to happen to my Iphone WHILE HAVING THE PSP?? They've done it for everything else!! I dont see whats the problem. And another thing, I will not be getting my phone I am told for another two to three weeks at the most. Im not having an issue with it being a refurbished phone, the problem is that I will not be HAVING the product I paid for during that time. Which pretty much leads again to why not just exchanging it on the spot.

My receipt shows a PSP id number on it, whats the difference when they call it black tie protection if it still shows a PSP on it. Im pretty new to this Black tie protection thing going on.

So for now Im very upset about being VERY VERY misinformed about how the SERVICE PLAN works with my iPhone. 

I have a loaner phone and boy is that not that much helpful, and by that I mean that it sure isnt what I need it to be doing but a phone to make my calls to work and personal calls is something better then not receiving a phone at all.

Oh and there was another customer with the same issue as well; however, the service was AMAZING Best Buy. I will give you that, great customer service and patience. 

Store #814 Best Buy Mobile Associate Christopher was more than GREAT!!! 

[Nokia]

The employee who originally sold it to you was misinformed. You do not get an exchange in-store. The phone must be sent out for a rapid exchange, which has already been explained to you. There is no way to do an exchange in-store.

[mrpmpfan]

How is a PSP and iPhone different?  Wow well a PSP is $200 msrb and an iPhone 8 gb is $499 and the 16 gb is $599.  So I think they are different by over $299!  That question is like asking what is the difference between a CD and an LCD TV.

[Elizabeth-BBY Community Supervisor]

Hi Ivanbbycustomer,

I've asked Aaron, one of our Geek Squad 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, 

[Aaron-BBY Community Connector]

Hey Ivanbbycustomer,

Being without a phone can certainly make communication with family and friends difficult, so I can imagine how frustrated you must feel to be in need of repairs on your iPhone.  There appears, however, to be some confusion regarding the differences between our Performance Service Plans (PSPs), Product Replacement Plans (PRPs) and Geek Squad® Black Tie Protection (GSBTP).

Most products Best Buy® carries – everything from appliances to TVs to cell phones – were once eligible for PSP coverage.  These plans worked in conjunction with each product’s factory warranty and provided repair services whenever they proved to be necessary.  Whenever a product had three previous qualifying repairs and a fourth confirmed hardware failure then, Best Buy would replace the product under the PSP’s No Lemon coverage.

PRPs on the other hand were traditionally only offered on small electronic devices, software titles, and gaming consoles (like the PlayStation Portable) under $300.  Rather than providing repair services, PRPs instead provided the option of an immediate in-store exchange of defective products.  It’s important to note though that PRPs were not available for cell phones!

Now, the reason why I’ve been using the past tense is that we no longer offer either PSPs or PRPs – GSBTP replaced both types of plans as of 09/14/2008.  If you purchased your iPhone after this date then, you would have only been able to purchase GSBTP coverage for the phone.  GSBTP offers many of the same benefits as PSPs (including No Lemon coverage) and a Rapid Exchange program for select products, but does not provide the option of an immediate in-store exchange.

 
It’s regrettable if there was any confusion regarding your service plan coverage - rest assured that management will have the opportunity to review the situation.  Be forewarned, however, that we are unable to extend to you the benefits of a plan type that was neither available at the time of sale nor applicable to your iPhone.

I would like to provide you some additional information, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.