Manufacturer Warranties and Protection Plans

[JoyinOhio]

I am another unhappy buyer of Best Buy's insurance for mobile phones.  When purchasing the phone, the employee was raving about the greatness of the insurance they provide and how it equals or surpasses what I could get at my Verizon store.   I'm on a family plan and two of three phones were purchased and are insured thru Verizon.  Any problems with these two phones results in a replaced phone - immediately/onsite or a new phone is sent in 2 business days.   Imagine my shock when I took my son's phone to Best Buy on April 3rd to be told they would have to send it off and I should have it in about 10 days.  They did offer a loaner with a returnable deposit of $150.  At this point, my faith and trust in Best Buy and employees is out the window and there is no way they are getting $150 out of me.   I was told the phone would be inspected and would be fixed if it could be or they would get notification to replace it otherwise.  I returned the following Wed. to inquire about the phone and was told they didn't know anything but that an expected date was the 3rd of May.  Patience running very thin.  My son was at the Mac section and the employee there heard my disgust and got a manager.  I gave him my story and he took the information, my phone number and said he would contact them (not really sure who THEM is) to see about getting something done.  Faith 'slightly' restored and short lived.  A week went by and yesterday - - one week from when I spoke with manager and had not heard from him as promised I gave him a call.  He didn't even apologize for not contacting me.  Simply said he had emailed them and had not heard back.   THIS is customer service?  

I just called the store and was told that my ETA is 5/2.  ONE month for repair???  What's the real story here???

Can someone explain how I pay Verizon $5.99 for insurance and walk out the door with a replacement yet I pay $7.44 thru BB and have to wait a month???   

I asked for the name of their store/area supervisor and contact number and he said he could only give me the name/number of the manager of the store's mobile department.  

Like everyone else, I will cancel the insurance IMMEDIATELY upon receipt of phone.  Just wish I knew how to get the word out to others to not fall into this trap.   Might try to get thru to the Clark Howard show.  He has a pretty big audience.   

Any suggestions??

[Elizabeth-BBY Community Supervisor]

Hi JoyinOhio,

I've asked John, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[John-BBY Community Connector]

Hello JoyinOhio,

I was disappointed to read about your cell phone repair experience.  While it seems that the store associates did explain the expected repair timeframe and offered a loaner phone, I do understand that it would do little to relieve my own frustration in the same circumstances.

While I am unfamiliar with coverage offered by Verizon, Best Buy®’s Performance Service Plan (PSP) is just that, a contract for service.  According to the terms and conditions of your PSP, the phone will be replaced when the No Lemon clause is satisfied – that is to say, three repairs completed and the diagnosed need for a fourth, or if the phone is not repairable.  Unfortunately, a set repair timeframe is not guaranteed by your PSP.

Having said that, I’d like to do what I can to ensure that your repair is completed as promptly as possible, but will need some additional information from you to do so.  Please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Thank you for taking the time to make us aware of your situation.

Sincerely,