Dissatisfaction with Best Buys Black Tie Protection Program:
About 1 year ago I purchased (2) Verizon Droid Incredible from Best Buy along with about $300.00 in accessories. I also purchased the Black Tie Protection Plan for both of the phones. Something I don’t normally do but smart phones are so expensive and my sales person made it sound like the best thing in the world so I decided to get it. One of the phones started acting funny about 1 month ago. It was constantly downloading updates and installs, Powering down at random times, and finally freezing up for long periods of time with no operation available. I was not worried because finally after 1 year of paying for a protection plan I finally could use it. The next series of events have made me the most disappointed consumer ever. I am normally not one to complain about stuff as long as I feel I am getting a fair deal. This experience has made me feel like I have been given a raw deal for something that I pay a lot of money for.
12/8/2011 – Took my Droid Incredible to West Oaks Best Buy in NoviMichiganto talk about the issues I was having with the phone. I told them that I had the black tie protection program. They looked me up to verify and told me that the phone would have to be sent out. This was not that bad as it is what I expected. The sales person told me that it would take about 3 Business days to find out what was wrong. Also told me that everything was expressed shipped so that was cool. He told me that if they could not fix it that I would probably get a new phone since they don’t make the Incredible 1 anymore. He told me that I would receive a call as soon as they heard what was going on or if my phone was repaired and returned to the store. So far pleased with the process. He then removed my SD Card andBattery. I did not really pay too much attention to this at the time because I felt like they know what they are doing. I am in the automotive industry not electronics. I was asked by the sales person if I wanted a phone to use while mine was being sent out. My first response was yes…. Until they told me it’s a $50 deposit for the phone. Why do I pay $10 per month per phone to have to pay a deposit for a phone to use while mine is out for repair? I was told that because people trash the phones they lend out. That is not my fault that people destroy property that is not theirs. You policy should be that if the phone comes back destroyed then the phone you sent out will now be the property of best buy to compensate for the loss. I opted to not take the phone and just use my company provided phone until mine came in.
12/16/2011 – No phone call on what was going on with my phone so I called the store and talked to a geek squad guy. He told me that my refurbished phone was here and could be picked up at anytime. I asked why I was sent a refurbished phone. He replied, I don’t know? But you can come pick this one up. I went to the store to pick up the phone. I asked to speak to a Manager about the refurbished phone. The geek squad store manager was sent over to talk to me. I asked why I was given a refurbished phone. He told me that the word refurbished is a bad word and he does not know why they use it. He told me it’s a new phone just one with out all the accessories that usually come with the phone. I told him I don’t believe that at all. I was given a used phone that had been repaired I said. He told me it's not a used phone. I asked him to put in writing to guarantee that the phone I was given was not a used phone that may have belonged to someone else and just repaired and cleaned up to be put back into the population. He said he could not guarentee that. I asked if there was anything he could do. I wanted my concerns to be escalated to a regional manager or corporate one. I was told that they don’t listen and he was sorry there was nothing he could do. Fine, small customer big box store I lose. So I signed some paperwork stating the best buy no longer had my phone. I was told to take my refurbished phone over to the cell phone area where they would finish out the deal and get me on there way. They would also put a new screen protector on free of charge. I thought that was cool because I would have been ok paying for a new one. I mean it did not come with the phone it was recommended. So the sales girl at the phone area took my battery and SD card and installed it in the refurbished phone. It powered up and she began to do what ever they do when it crashed and shut down. She tried again and it powered up and shut down again. This went on for about 4 more times. Multiple sales people looked at it and could not get it to stay running. One of the guys put his Droid Incredible battery in my phone to see if that made a difference or not. The phone powered up and stayed on perfect. Our general diagnosis in the store was that the battery was bad. Ok great I said let's put a new battery in it. I assume you have some here in the store. The sales person told me that they do not and that I would have to call 1-888-Geek Squad to get a new battery sent to me via mail. This is when it hit me that the process was terrible. Why was my battery not sent out with the phone when and where it went for repair? Seems to me like this could have been diagnosed at one facility if this was the process. I asked to speak to a store manager as I was furious that I now will be out longer with no phone. A store manager was sent to speak with me. I explained that I was very unhappy to have spent a grand total of $240 for a protection program that at this point has done absolutely nothing for me. I explained that I was sent a refurbished phone and that now we find out that the battery will most likely be the issue. I said can you do anything to get me a battery now so I can be done with this whole thing. Some of the store sales people said the new droid battery should work but the manager said that he could not do anything like that and that there was actually nothing he could do. Once again just feeling completely ripped off and taken advantage of. What am I being protected from? What is $240 a year being paid to best buy doing for me? At this point absolutely nothing. I leave the store with a refurbished phone with no battery. I called and ordered a battery on 12/16/2011 and was told it could be 3-5 days to receive one. Unacceptable….
Now in the Black Tie Protection Plan there is No Lemon Policy: Remind you that I think there was nothing really wrong with my phone it just needed a new battery. But that is a separate issue.
F. No Lemon Policy:
After three (3) qualified service repairs have
Been completed on an individual product and
that individual product requires a fourth (4th)
qualified repair, as determined by us, we will
replace it with a product of like kind and quality
that is of comparable performance or reimburse
you for replacement of the product with
a voucher or gift card, at our discretion, equal
to the current market value of the product, as
determined by us not to exceed the original
purchase price of your product, including
taxes. Replacement products may be new or
rebuilt to meet the manufacturer’s specifications
of the original product at our discretion.
Now this states that on the 4th repair attempt that a New or Rebuilt product may be issued at your discretion. Well first off I was not given a repair. I was given a refurbished phone first time out. Why was my phone not repaired and sent back to me. I feel like you would have at least been honoring your policy. I wanted my old phone repaired and if that could not have happened you should have replaced it with a product of like kind and quality. Here is where we may differ in the quality statement. When I came into best buy to buy phones for me and my wife I was not looking for used phones. I got Brand New Phones. Again I am in the automotive business so I use this analogy… Which do you feel has better quality a Brand New Car or A Used Car? Your policy states multiple conflicting statements that in my opinion all lead to confuse a consumer. Now I understand that this legally covers you in every which way but what is really right. I wanted to have my original new purchased phone repaired (even multiple times if necessary) and given back to me. At the end of the day I have spent a lot of money with best buy and try to shop there for all my electronic needs. But your process is terrible and needs to be looked at. I have been online looking at what people say about your Black Tie protection thinking maybe it's just me. Well it does not appear to be. I work for Ford Motor Company and part of my job is to cost save and streamline processes for the customer at the same time. In no way is this process beneficial to the consumer. Now as it stands I have a refurbished phone that has no battery because it won't be here until today 12/23/2011 via UPS….Battery was ordered 12/16/11 and is expected to be at my home today 12/23/2011. 15 Days without a phone. It is in my opinion that if my phone was sent out with the battery this whole thing could have possibly been avoided. Not to mention that my 1 free battery replacement is not a direct replacement. It’s a different company that makes the battery. I am sure you outsource this to save you money. I guarantee this battery is not near the quality of the original manufacture. I don’t expect much life out of this battery. You need to look at my issues and really look at improving your black tie protection policy. My Best Buy experiences have always been good which is why I always came back but this one has changed my opinion on your company. Thank you for your time.
Al Dyling
Ryan-BBY
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