Manufacturer Warranties and Protection Plans

[jb23fan]

You do realize that this is no different than selling a regular DVD movie inside a Blu-Ray box? I was sold this "plan" by an employee who was obviously trained by your company to make it sound way different than it actually is. And the fact that I was treated so poorly by the people at Beavercreek apparently doesn't matter either. 

Maybe since you already have my information you can tell me if I am ever going to get my HTC Touch Pro back from repair. Starting to get worried about that as well going into week 3...

Thanks. 

[Nokia]

I want to assure you that BB does not train any employee to give false info.

As for your phone, when did you drop it off?

[jb23fan]

3 weeks ago this Sunday. 

Whether or not the employees are "trained" to give false information in order to fulfill a quota which I know they have as far as selling warranties, then at the least they were NOT trained to be honest in the matter. 

[Nokia]

I actually can enlighten you as to why it is taking so long to repair your phone. Recently, around 8-10 I believe it was, BB switched the company that handles phone repairs. For a week or two after that, all phones sent out for repair were sent to one of BB's service centers in Dallas, where they had to store them until the new company was ready to accept repairs. I believe they just began accepting repairs around the start of this month. This is not an excuse, just an explanation. I actually just found this out recently.

Actually, no BB employee has a hard quota for GSBTP plans. That sort of practice is prohibited by BB's internal policies.

[Adamtech Emerging Expert]

Nokia is correct, there is no "quota". There are of course goals but they are not set in stone are not punishable if not obtained or reached.

[jb23fan]

Well someone at Beavercreek is insuring these people to say whatever it takes to get me to buy a service plan under a false pretense. I find it really dissapointing that Aaron does nothing but tell me they changed their warranty policy on so and so date. It is as if he didn't even read what I was saying. I even said I understand that the company can change their policies if they want to, but then it is their responsibility to not give false information and rip off the customers. 

[jb23fan]

Also if that is the case with my phone, then why wouldn't Best Buy inform their employees of this, instead they would rather me just be in the dark and wonder where the heck my phone is. Sounds to me like I am suffering x2 for a serious lack of caring on Best Buys part. 

[jb23fan]

And that my friend is part of the problem. 

[jb23fan]

And the hilarity ensues! 

I decided to call 1-888-BESTBUY today to find out where the heck my phone is. After being tranferred 3 times, I talked to a very nice lady who informed me that she was told that the "service center" was no longer giving her office information on warranty repairs, but she would try anyways. She put me on hold and all she got was a voice mail, so she told me to check with the store, and also told me if they tried to send me back to her to make sure I told them I already tried that (lol). 

This is sounding dysfunctional already right?

I call the store, and I get forwarded to some guy that just answers the phone with "Sigh...Geeksquad" oh this is sounding great already. I get put on hold and he comes back asking for my phone number and all that. He tells me my phone got there on August 24th and there isn't any more information. I said well you guys have my property for well over 3 weeks now, and you don't know anything about it? 

He says well the company who is working on your phone is a 3rd party company. I can try to e-mail them for information but they usually don't answer. 

So here is what I have concluded. 

Best Buy charges me 10 dollars a month for a warranty where if something happens, they send MY PROPERTY to a company that they can't even get a hold of. This is BRILLIANT. God knows if I will ever get my phone back. If anything they will probably try to replace my HTC Touch Pro with a LG rumor or something. 

Okay Aaron, I am ready. Let me go ahead and type your response for you. 

Sorry Rick, but Best Buy no longer offers replacement plans even though our employees were proud to brag that what you were purchasing was a replacement plan, and made you feel very comfortable with your purchase at Best Buy, when, infact, you should have been scared out of your mind.

Rick, let me also express my sorrow that you were treated like a complete terd by the management at your local best buy. I regret to inform you that I won't be doing anything about the problem, except for apologizing to you here. 

Also Rick, I regret to inform you that we aren't even sure what company we send phones to for repair. All I can tell you is it is a 3rd party company which we are unable to contact. We do have their bank account numbers to send them your money, but we are unsure if there is any way of getting information from them.

Thanks for being a Best Buy customer Rick. I am sure you will continue to spend money with us because we put everyone else out of business. Enjoy your Best Buy credit cards, broken XBOX 360, and cell phone that is probably sitting in Baghdad right now on sale for 5 cents. 

I imagine this will probably get deleted, but luckily I have saved copies of everything when it ends up that I have to start submitting this to the BBB, and all those websites people love to rant on, like Digg and Reddit. \

Best Buy can fix this. Just do what you said you were going to do (theres a noble concept) and give me a new 360 in exchange for my broken one, and give me my dang phone back so I can get it fixed somewhere else. 

[Aaron-BBY Community Connector]

jb23fan,

I understand your concerns, but be aware that an immediate replacement of your Xbox 360 is not an option that we are able to provide.  Best Buy is bound by the terms and conditions of the service plan purchased at the time of sale, and again, we cannot extend to you the benefits of a plan that was not available at that time.

As far as your cell phone is concerned, I am currently working with the service center to obtain a status update on your behalf.  I will be in touch with you via private message as soon as I receive additional information regarding the repairs.  You can check your private messages by signing into the forums, and then clicking on the letter icon in the upper right-hand corner of the page.