Manufacturer Warranties and Protection Plans

[td5299]

Lets start at the beginning,  On 11-7-10 while at work I dropped my Moto Droid 1 and cracked the touchscreen. I felt bad that my droid was damaged, Then i remembered I bought the GSBTP plan when i bought my phone cause  the mobile manager  told me it was such a great plan cause AND I QUOTE "If you drop your phone or have any problems just bring it back to this store and your phone would be replaced in store with a new phone not a refurb like with Verizons plan.".  So I brought my Phone into the same Best Buy, where i bought my phone, first thing the next morning. To my surprise as from what I've read from others that my phone has to be sent out for repairs so much for the replacement i was told about. My  phone was checked in at 10:09 am. on 11-8-10. So when it came down to the loaner phone the only smart-phone loaner they have is checked out. I was told i could be called back when the mobile manager comes in at 1:00pm. and he can create another smart-phone loaner. At 2:00pm. still no call. I drive back to the store and the mobile manager tells me he can not create a smart-phone loaner. So I have to put down a $150.00 dollar deposit on a scratched up junk phone that is not worth more than $50.00 new.  I was told my phone would be shipped 2nd day air to the repair location. once I figured out how to check the status of my order, I found it was updated as shipped to the repair location at 1:47pm. on 11-8-10. After a week of no  status updates on my phone it showed was received at the repair location on 11-15-10 at 10:03am. Wow that was a long 2nd day air.  On 11-18-10 at 12:30 pm the status showed estimate pending. Then on the same day 11-18-10 at 12:30pm the status shows estimate approved. $ days later on 11-22-10 at 10:03am. my phone is shown as in repair. 24 hrs later  on 11-23-10 at 10:05am the status shows shipped. I was very happy that my phone was coming back to me.  On 11-26-10 at 10:15am. the status shows received and ready for pick-up. but the status did not show that until 10am on 11-27-10. So I rush to the store to get my phone. I get there about 10:30am on 11-27-10. First issue i found was the plates and covers on the back of the phone were warped and half on. So they took the phone behind the G.S. area curtain and I'm guessing super glued them down. After the mobile manager gets my phone reactivated i walk out the store happy to have my Droid back. I get in my car and i get my emails. That was when I found the LCD screen was damaged. So now I'm Quite angry. Did they not test the phone or make sure anything was good i wonder if they even checked if the touchscreen worked. What kind of crappy quality control do they have. So I walk right back into the store. They tell me it has to be shipped out again. so now i have a new service order # at 10:40am on 11-27-10. At 10:45am on 11-27-10 the status was updated as External Repair Location "After further diagnostics, product requires shipping to a specialized repair facility". The status stays like that for about 5 days. I called the store to ask if it has shipped yet since it shows nothing about having shipped. The store has no clue.  When the next status update happens it has multiple updates, on 12-2-10 at 10:03am. received at repair location and it shows that on 12-3-10 at 1:08pm. estimate pending. and 12-3-10 estimate approved. all at once. Today 12-9-10 at 11:00am I went to the store to ask about the status. they said it doesn't show any work being done or part ordered. WT*! still no update on the status as of 12-9-10 at 5:15pm.  so Here i am 1 calender month after turning my phone in and I have yet to receive my phone back in a working condition.

[scott22xx]

I feel your pain! You can read my story if it makes you feel better.

http://www.forums.bestbuy.com/t5/Manufacturer-Warranties-and/Black-Tie-Cell-Phone-Insurance-Bad-news...

I think the best thing we can do is to make sure to tell as many people as possible about our bad experiences with the Geek Squad. I have been citing negative reviews from this site on blogs as well as telling friends, family, and all of the new people I meet! People are typically shocked when I tell them what I'm going through.

Dealing with the Geek Squad has been a crappy experience, but telling people my story when they whip out their smartphone has proven to be a good ice breaker. It goes something like this:

Me: "Sweet phone. What is that?"
New person: "iPhone 4"
Me: "Aww, man. I miss my phone. I used to have a good phone, but Best Buy and the Geek Squad are screwing me!"
Then I will tell them my story which you can find at the link posted above.

I hope things work out for you eventually. Spread the word!

[RealGeorgeW Emerging Expert]

@TD, I know you've been waiting, just wanted to assure you that your issue will receive attention from one of the Community Connectors on here in the next couple business days.

[td5299]

Amazingly, So now when I checked the status on 12-10-10 at 11:00am. this morning, the status shows as of 12-9-10 at 3:04pm. that my phone was final inspection, awaiting shipment. and on 12-9-10 at 3:05pm. it has shipped. So it shows nothing about being repaired. Does this mean they just held my phone and sent it back without fixing anything! I won't be surprised if my phone is not fixed correctly.

[gio613]

Good luck, please update after receiving your repaired/refurbished/not-that-damaged replacement.

[td5299]

got The call today at 4:00pm est. That my phone was back at the best buy store. I got there at 4:30pm powered my phone up to find that NOTHING has been done.  Still has the same problems with the LCD screen.  So my phone was sent out sat on a shelf and then got sent back 2 weeks later. The geek squad member said they can send it out with an escalation. I asked to speak with a manager. The mobile manager is submitting to have the phone junked out by the end of the week. So the headache continues.

said

[Dorothy-BBY Community Supervisor]

Good afternoon td5299 -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for sharing your experience!

[Aaron-BBY Community Connector]

Hey td5299,

I’m not sure why repairs wouldn’t have been completed on your Droid’s first trip to the service center, but I can imagine how frustrated you feel!  Having to part with your cell phone for any length of time is always difficult, and not being able to obtain status updates certainly doesn’t make the situation any easier.

I’ve had the chance to speak with the management staff at your local store and it’s my understanding that they’re currently working with the service center to determine what can be done to assist you.  Although I don’t have any specific details for you at this time, rest assured that we hope to have a resolution for you in the next day or so.  I will let you know via private message as soon as an update is available, so please make sure to keep an eye out for additional communication.  You can check your PMs by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.

[td5299 · Accepted solution]

So I got my phone replaced this morning with a brand new unopened one at best buy. It only took 40 days and three trips to the repair facility.

[Mbrguy Emerging Expert]

Awesome.  I'm sorry it took so long and so many headaches, but I'm glad they were finally able to get it junked out and replaced for you.