Manufacturer Warranties and Protection Plans

[hjpalmer]

The screen on my EVO was shattered, so I took it in and started a claim under the BTP, and the rep told me to take the back off and the battery out and keep that. So I did what he asked a few minutes later he said ok, your all set to go! I said um, ok, well how long will it be before I get my phone back, he said a week or two! I said ok, I didn't even realize at the time that I didn't get any paper work or anything, because I was too irritated at the fact that they wanted $150 deposit for a loaner phone, that didn't even compare to my EVO. The next day I called, and talked to someone and asked if I was supposed to sign anything or get any paperwork and he said ya you should've been given a print out with the info on it, so he said I could come in and pick up the paper I was supposed to get, so I did that, and not until I read the aggrements on that paper, did I realize that my 16gig memory card was still in my phone, and it has pictures that are irreplaceable on it, the first 3 years of my daughters life are all on that memory card, not to mention that its work $90! So I asked to talk to a manager and they said there wasn't one in but that they would leave my contact information with her, its been 7 days since they "gave her my contact information". I called today and no one is even availble to talk to me period, so again, I left my contact information with the rep, we'll see how much longer it takes. I am very thankful that the BTP covers accidental damage, but however, I have nothing good to say about their process, and customer service, I think its horrible how long it actually takes compared to what the reps tell you. I've called to check the status of my phone a few times, and one day they tell me its being repaired and 2 days later when I call, oh the repair center hasn't recieved it yet.. Ok well then why 2 days ago did your rep tell me that it was being repaired?!?! I just don't understand.

[Nokia]

What do you mean "its work 90"? I'm not sure what that means.

Unfortunately, it's very, very unlikely that you'll get your memory card back. When a phone arrives at the service center, a factory reset is first done. Anything removable (battery, microSD) is thrown away, as the service center has their own parts for diagnostics.

[Ryan-BBY Senior Social Media Specialist]

Hello hjpalmer -

Melissa, from our Community Connector team, will be reaching out to you next week regarding your concern.  Thank you for your patience until she is able to connect with you.

[Melissa-BBY Senior Social Media Specialist]

Hello hjpalmer,

Having a cell phone repaired can be a frustrating process for anyone. I can understand that yours would be especially upsetting though, after discovering that you had left your memory card with all of your precious photos of your daughter in it. I am sorry to read that you have had such a difficult time trying to get the status of your Evo’s repair so far.

With many of the cell phone repairs through our service center, the phone is returned within just a couple of weeks. Occasionally, there are times however when delays can occur due to parts being ordered or service backlog. For this reason, on the service order paperwork that should be provided when dropping off your item, generally has an estimated return date that is longer than expected.

That being said, I was able to locate your service order and was able to look into it to determine what has been happening so far. I am sending you a private message to provide this information, which you can check by first verifying you are logged into our forum, and then clicking the envelope icon in the upper right corner of this page.