Manufacturer Warranties and Protection Plans

[kkick5742]

Here's the situation, my fiancée damaged her Motorola Droid and we sent it in for repair through a Best Buy in Gurnee, Illinois. After 2 weeks we heard back that it could not be repaired, so we went in to find a replacement (covered under the Best Buy warranty plan). We were given 2 options, because the Droid is no longer stocked, we could choose the Droid 2 or the Droid X. After debating she chose the Droid 2. Now, it is under 30 days and she does not like the Droid 2, she says its slow. Can we go back to the store and swap it for the Droid X without additional cost? I have contacted the store (VERY RUDE customer service agent, Leslie and even worse managers) and was told we can swap it, but we will have to pay $90.00 for it.

I will NEVER recommend this store to anyone! If this is how the warranty works then don't expect a recommendation there either!

Kris

[Sarah-BBY Retired: Community Connector]

Hi Kris,

Thank you for bringing this matter to our attention and while I am sorry to hear of the disappointment involved with this exchange, I am happy to hear that your fiancé’s phone replacement was covered under a plan with us.

Also, at this time, I have been able to connect with our store management regarding this situation and have now been advised that they were able to help your fiancé with her exchange request at no additional cost.  I apologize again for any previous misunderstanding. 

Thanks again and have a great weekend!

P.S.  I too own the Droid X, I have not tried the Droid 2 but I do really enjoy my phone and I hope your fiancé does too.