Manufacturer Warranties and Protection Plans

[doanius]

Over the weekend, I went to purchase the new Sprint HTC Hero.  During the paperwork part of the process, the sales person asked me if I wanted the Black Tie protection plan.  He said it was "the same" protection as Sprint's protection plan and he told me the price was $10.  I told him that Sprint offers it at $7.  Then he said that the difference with Best Buy is that if I don't use the plan in 2 years then I get double the points on my rewards zone account and I get 1 free battery exchange for the life time.  He also mentioned that I would be able to bring in my phone for an immediate exchange if something is wrong.  That sounded all good until I went home and read the fine print. Most of what he said was untrue.  One thing I did get was the brochure which is pretty short and I had to go online to ready the fine print.  I almost bought the plan because I thought  that it was the same as sprint and if I had to pay $3 more, liked the fact that I can get immediate replacement if damaged, lost or stolen.  NOT TRUE.

In summary:

• phone will be replaced only if it can't be repaired
• does not cover loss and theft(Sprint covers loss and theft) so by him saying that the black tie PP is "the same" as Sprint that is fraud.
• "any issue, just bring it in and we'll replace it on the spot" another fraudulent comment because you guys would try to fix the phone before trying to replace.  That would be 1 or 2 weeks before the user is able to use the phone again.
• cost the same as sprint.  Sprint costs $7 while BBY's BTPP costs $10, hardly the same

In conclusion, I would suggest BBY as an organization to do better than your competitors.   Please don't lie to the customers. Karma = what goes around comes around. 

I haven't been back to F*y's Elect*****s (The message body contains F*y's Elect*****s, which is not permitted in this community. Please remove this content before sending your post.)for over 6 years and chose to shop at BBY.  Hearing these issues and experiencing it first hand makes me want to boycott you guys also.

[WalterLW]

Well at least they "are" consistant at Best Buy...

[Nokia]

doanius, current turn time is one month, and still increasing. Also, while the Hero is $10/mo., some phones are $7/mo.

[Dorothy-BBY Community Supervisor]

Hello doanius -

Sarah, one of our Community Connectors, will be reaching out to you regarding your concern.  I appreciate your patience until she is able to contact you.  Thank you!

[Sarah-BBY Retired: Community Connector]

Hi doanius,

Thank you for recently visiting our store for your Mobile Phone needs, and I am very sorry for any misunderstanding over our Geek Squad® Black Tie Protection (GSBTP) Plan coverage that may have taken place.  Please allow me to assure you that we strive to provide the best shopping experiences for our customers at all times!

As far as Plan coverage in comparison to others, I apologize as I am unfamiliar with outside coverage.  However, for more information about how our Plans work please visit our site at: http://www.bestbuy.com/site/Misc/Geek-Squad-Black-Tie-Protection/pcmcat159800050001.c?id=pcmcat15980....

Also, if you have any additional questions or concerns regarding this matter please feel welcome to contact me directly by private message.  You can send a private message to me by by clicking on the “private message” envelope in the upper right-hand corner of the page and then composing a new message to my username “SARAH-BBY”.

Thank you,

Sarah

Community Connector

Best Buy® Corporate