Manufacturer Warranties and Protection Plans

[yoxboxyo]

I took my phone in for repair on 10/27/2009 and got a estimated completion date of 11/08/2009.  I have checked the repair status a few time and since 10/02/2009 it has said "Product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair".  Does it normally take this long for tech to assigned to a product for repair??  I have already been without a phone for two weeks, what I don't understand is why they give people a estimated repair date but never meet it?  And will I hear anything soon about my repair or do they have as long as they want to repair my phone?? 

Thanks in advance for any help or responses.

[Nokia]

That estimated date should have been crossed out by the employee. That date is automatically generated by the system, and has no basis on how long your repair will take. Various issues such as parts avaliability and product backlog can result in delays. Average turn time is 2-6 weeks. If the phone is waiting for parts for more than 30 days, it'll be approved for in-store exchange.

[yoxboxyo]

So does the 30 days start  when u turn the phone in for repair??  Why does no one at stores tell you any of this information? 

[Nokia]

No, the phone must be waiting for parts for 30 days. So, you drop the phone off, they ship in to the service center, they begin a repair, and order a part. It's 30 days from the date they order that part. This info is not necessary for a customer to know.

[yoxboxyo]

This is making no sense to me, you take your product in for repair and best buy actually has any amount of time to repair your product?   I am also finding a lot of the information they are telling me and other people on the board misleading,  when I purchased the phone I was told if my phone broke I could just bring it in for exchange.  Then when I take it in they said they have to send it out for repair and that they would do everything to meet the expected repair date, but once they didn't meet it no one contacts the customer to let them know any information on the repair.   So the customer is pretty much in the dark about the repair until its done or cannot be fixed?  This will defiantly be my last cell phone or warranty purchase from best buy.  At least with the cell phone carrier you know when you will be getting your phone back, even if there is a deductible.

[Nokia]

You can call the store at any time to check on the status of your repair. You should be getting email updates if you signed up for them. If you go through the carrier, you get a replacement phone, which is why you know when you'll be getting it back.

[Dorothy-BBY Community Supervisor]

Hello yoxboxyo -

Jacob, one of our Community Connectors, will be reaching out to you in the next day or so.  I appreciate your continued patience!

[yoxboxyo]

A new twist in my touch pro repair, checked the status of the repair and now it says checked in and that my Service Order Number has changed.   But i cant seem to find any new service order number and now it says product that is checked in is xbox 360 hw which is far from the touch pro that i checked in.   Does best buy recycle service order numbers??

[Jacob-BBY Community Connector]

Good evening, yoxboxyo.

It is clear that the lack of communication and the delay in your repair for your Touch Pro have you frustrated – just as I would be.  I’d like to take a look and see how I can help.

Please send me a private message with your name and phone number and I should be able to pull up your service order.  To do this, please click the “Private Message” button below my name at the bottom of this post.  By the way, we do not recycle service order numbers.

I look forward to hearing from you,

[yoxboxyo]

Hmm still waiting on some kind of update from Jacob.