Manufacturer Warranties and Protection Plans

[runvus]

I bought a HTC Hero when it was released (around 10/13/09 I actually bought it) and had no issues. After about 2 months, I notice a crack on the bottom of the phone. I bring it up since I had the 9.99 a month black tie plan and the cell manager was great and said he would replace it since it was a crack in the body and they couldn't repair that. This followed what I was told when I bought it and put it on my phone, that they would replace it instantly normally on cell phones since it would take longer to repair and most people don't have 3-4 weeks to go without their only line of communication.

So the crack showed up again after a month of having the new one plus all the paint was coming off the end button on the phone. I did some research on sprintusers.com and found out it has to do with the power plugin going in the mini-USB area and rubbing on the way out, so sooner or later it pulls the plastic body piece above the mini-USB and cracks it.

So I went back up to the Best Buy in Minnetonka MN. Same place I bought my Pre, my Hero and replaced my last Hero. I talked to Melinda and explained what happened, showed her the phone and also explained what happened last time I brought it up with this problem. She told me the only option I had was to send it off and get it back in 3-4 weeks. Since this is a main body of the phone that is broken, I highly doubt they will spend the time to take the whole phone apart, reinstall the screen and all buttons, and then put all the electronics back in. I said this wasn't acceptable since last time the cell manager replaced it and it was perfect. She said she was now the cell manager and and anyone who replaces a phone is fired? Are you kidding me? Anyone who makes things the way they should is now fired? That either is a horrible policy change or she is lying. Either way, it makes it to the point I am tempted to cancel my black tie, use my other phones upgrade eligibility at another company store and resolve it that way. Really bad timing on souring a customer experience, especially right before tax returns and the need for a brand new LED TV.

Very disappointed with the "black tie" plan. 10.00 a month to lose the phone for 3-4 weeks if anything happens is ludicrous. If I lied and just went out and threw the phone against the ground and broke it, you would replace it. If I bring in a structure issue with the phone and ask for the same treatment given to me in the past, I am told I have to live without my phone for 3-4 weeks. With the money I have spent, you would think that customer satisfaction over this would be a slight priority. I have always had good results at this store, but was just blow away when she told my fiance and I this. She was actually coming with me to buy a new phone right now with her line.

Thanks for listening to my concerns,

Brian

[Dorothy-BBY Community Supervisor]

Hello runvus -

Melissa, from our Community Connector team, will be reaching out to you regarding your concern.  You can expect to hear from her early next week.  Thank you for your continued patience!

[Nokia]

The plan you purchased is intended to repair your phone. In the event that it is not economically feasible to repair it, it will be approved for an exchange. However, the phone must always be sent out. What the manager before Melinda was doing was against policy, and he was most likely fired because of it. While you may believe your phone is unrepairable, the only people legally allowed to make that determination are the people at the service center where the phone is sent. So, even if you went outside and broke the phone, it would still have to be sent out. In that case, it actually might not even be repaired, since that would be abuse, which isn't covered.

[runvus]

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Nokia wrote:

The plan you purchased is intended to repair your phone. In the event that it is not economically feasible to repair it, it will be approved for an exchange. However, the phone must always be sent out. What the manager before Melinda was doing was against policy, and he was most likely fired because of it. While you may believe your phone is unrepairable, the only people legally allowed to make that determination are the people at the service center where the phone is sent. So, even if you went outside and broke the phone, it would still have to be sent out. In that case, it actually might not even be repaired, since that would be abuse, which isn't covered.

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And I understand what you are saying. What my issue with is then why was it told to me when purchasing the plan(I have it on two different phones and was purchased two different times) that it would be replaced instantly 99% of the time? The only time it wouldn't was if it was a cosmetic thing. That is my issue. If they are getting a plus for selling it, and therefore give me wrong information because I would have gone with Sprint's plan instead, then how is it my fault? I even said I was going with the Sprint plan on my Pre and he said that it was silly to use them because they have a deductible and also send it off whereas Best Buy will almost always replace it on the spot. That is what made me pick it over Sprint even though it is more expensive per month.

The other odd part is I also had my Pre on my account replaced due to a button breaking on it(the volume button on the left side actually came out completely) and that was about 2 weeks ago at the most at the Brooklyn Center BBY. So if it is a policy, as you say, that they always send it out, then I am 2/2 for having it replaced instantly and not demanding it at all. Both times it was offered to replace it, which was a very surprising good show of customer service and standing behind the products you sell.

So I again appreciate what you said, and understand what you are saying, but I also am going by the people who sold me the products and the protection and the standards they set by saying what would happen. I am not asking for something for free or even anything above what I was told would happen.

[Nokia]

I understand that you were misled, and that is never the right thing for an employee to do. I simply wanted to clarify the correct course of action per policy, and explain Melinda's actions. I didn't want you to think she was trying to put one over on you. The employee(s) to be mad at are the ones who originally sold you the plan. As for a resolution, that is up to Melissa-BBY who will respond shortly.

BTW, I noticed you said you said you also purchased a Pre with the GSBTP plan on it. I wanted to give you the specifics for that in case you were misled about that as well. It follows roughly the same route as your Hero, but instead of being repaired, it is automatically replaced through Rapid Exchange regardless of the issue. Basically it is sent out, and you receive a refurb Pre within 7-10 business days.

[runvus]

Thanks for the info, good to know. I am not used to people being polite with opinions instead of telling others they are wrong and fools on message boards. Very refreshing.

Yeah I wasn't really mad at Melinda, more frustrated with the process and the time it may waste. I know it wasn't her fault, but it brings frustration.

[Nokia]

It all depends on what mood I'm in. I can go either way.

[Melissa-BBY Senior Social Media Specialist]

Hi runvus,

I know the thought of being without a cell phone for any amount of time can be very upsetting. I am sorry to hear that you have had some bad luck with the HTC Hero since you got it.

As Nokia has explained, with our Geek Squad® Black Tie Protection (GSBTP) plans for contract cell phones, the store is expected to send your phone out for service regardless if it has been damaged or just defective. There are occasions however, as it sounds like you have experienced, when stores will go outside of the policy and allow an exchange to happen in store. When this does happen, I am unable to comment specifically though on any possible repercussions that the employee may face.

That being said, it sounds like you still have a Hero phone that needs to be fixed one way or another. I would like to look into this further with you, however to do so I would need to gather some additional information from you and I have sent you a private message regarding this. To check for it, first ensure you are logged into the forum and then click the envelope icon in the upper right corner of this page.

Thanks for your post!