Manufacturer Warranties and Protection Plans

[YoungWing]

I took my Blackberry Storm in on January 15th I went back to ask about it last night, Feb 12th, because it has been a month and I havent even recieved a phone call. All they can honestly do is pretend to actually care and say they are sorry. I was told during the sales pitch that If my phone couldn't be fixed within three weeks that they would just give me a new one. I know it isn't profitable to hand out new phones, but you shouldn't lie to customers. I was told to call back in a week.. Certainly reassuring....... I honestly wouldn't be surprised if I never got my phone back..... and the loaner phone that I had to pay $150 for is by far the worst phone i've ever had.

This is a terrible service.... and if best buy can't opperate it effectively then why offer it at all? Just sell the phones.... leave protection to the service providers.

I really just want my phone back, I've been without it longer than I had it.

[Elizabeth-BBY Community Supervisor]

Hi YoungWing, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[YoungWing]

They gave me a new phone....

[MobileExpert]

If we were to "leave protection to the service providers," you would've paid $50 to swap that phone, and waited about as long. And you would've been without a phone for that entire time.

As for the three week period, I've never heard that. For us to give you a new phone, it has to be something that we can't repair, or that wouldn't make financial sense to repair. Or be covered under the no lemon policy.

The loaner phone is not supposed to be something top of the line, or that will be comparable to your previous phone. It's just something that you can make calls and send txts on. We will make exceptions if the customer absolutely requires a certain feature such as Exchange server access for their business, but those are few and far between. That's also why the deposit is only $150.

[John-BBY Community Connector]

Hello YoungWing,

I was disappointed upon reading of your experience seeking service for your Blackberry Storm.  Being among the first to embrace a stylish new gadget is exciting.  Having anything go wrong with the cool new device is upsetting and frustrating.

Unfortunately, timeframes for repairs are not guaranteed under your protection plan and I certainly apologize if you were provided with incorrect information about the coverage.  Best Buy® endeavors to complete all repairs as quickly as possible, though sometimes circumstances may extend the repair timeframe, such as availability of parts.

I was gratified to read that you did receive a new phone to replace the defective one.  I’d like to invite you to contact me with any additional comments about your experience so that we may learn and improve for you and for our other customers.  

Sincerely,