Manufacturer Warranties and Protection Plans

[soldoni]

I bought my iphone in october 09. I was told that if I pay the $15 mo extended service plan that "if my phone breaks, just bring it in and Best Buy will give me another phone". I asked if it would be new and I was told "probably not" and I was OK with that.

My phone will not allow me to speak without being on speaker  so I brought it in for a warranty repair/replacement. I have gotten a different story from every person whom I spoke to. I got everything from it happens overnight to 2 days to 4-5 days to 2-4 weeks for repairs if I do not choose the "rapid exchange program".

I chose the rapid exchange for the OBVIOUS reasons. I dropped it off on Monday at the advice of a Best Buy employee to avoid losing the phone over the weekEND when overnight shipping is NOT available. It's now Friday, NO phone, NO call and when I call the store, they don't have anyone available to give me an answer on where the @%*! my phone is!!!

Why am I paying Best Buy $15 mo for what they jokingly call Black Tie Service??

I spend THOUSANDS of $$$$$ at BEST BUY. On top of my electronics purchases, I buy Gift Cards for ALL of my assistants and business contacts as holiday giftsevery year. I don't expect Ritz Carlton style treatment from an electronics chain.......I just don't want to be mislead, misinformed and definitely NOT ignored!

I really just need my phone back ASAP, I don't have time for complaining on forums.

[Nokia]

The employee who sold you the phone was misinformed. The GSBTP for iPhones does not replace your phone in-store. I don't believe there is a repair option for iPhones, but I could be wrong. However, if there was, it would take 2-4 weeks. Rapid Exchange takes 7-10 business days on average, and you get a refurb.

[soldoni]

Thank you for the reply.

Now I can add one more scenario to my list, ....7-10 days.

I called the store 3 times yesterday am. 3 different people. It turns out that my phone had arrived(4 days) in the PREVIOUS day's shipment but the store COULD NOT FIND IT!!!!!!!

I'm without my phone for 5 days, $240 in extended warranty charges, and "THEY CAN'T FIND MY PHONE!!!"I had to call THEM to find this out. Is there any sensitivity at all to the fact that I pay a premium to NOT be without a phone??I laid out all of this warranty money to be mislead and then ignored???

Also nobody at the phone desk or the Geek Squad told me that I could have backed up a lot of my Iphone's content on iTunes before sending it out for replacement. All of my contacts, photos, music etc....GONE!! The Geek Squad rep told me that my contacts would be on my sim card but that seems to be MORE misinformation from these so-called "experts".

The crowds at the Apple store drove me to buy my iphone at Best Buy. I have spent thousands of dollars at Best buy and have been very satisfied. I got a VERY nice girl who helped me with my original iphone purchase. She spent a lot of time with me and did a great job setting up my phone for me right there in store. She was misinformed about the "convenience" of the extended contract, but I was so pleased with her that day that I even insisted that she accept $20 from me to buy her lunch. I can excuse her confusion about the extended contract that day but the series of events that followed, show that Best Buy is poorly run, disorganized, and not deserving of any more of MY future business. I just got 2 new phones for my wife and son 2 months ago!!

In the future, I'll buy my phones from a phone store and my appliances, electronics and gift cards will come from another source other than Best Buy. I also need to find out how to cancel my extended service plan. I would much rather write a check for a repair than get JERKED AROUND like this ever again!!!

[Nokia]

The official turn time is 3-5 business days, but it seems 7-10 is more average. Five days is actually really fast. If there are delays/backlogs, I have seen some people post on here that it took three weeks or more.

The iPhone doesn't back up contacts to the SIM, and there is no way to do so. I don't believe there's a way to back up your contacts to iTunes. You have to use a third-party program in combination with iTunes, like Entourage or Outlook.

For her sake, I hope she didn't accept that money. BB employees are not allowed to accept anything from customers. BB has a strict no tipping policy.

To cancel your GSBTP coverage, you can call 1-888-BESTBUY.

[starhelper2587]

iTunes automatically syncs in the phone's contacts.  I don't know where they're stored w/in the program, but I know they are stored b/c I learned it the hard way.  My BF and I both use iTunes and I wasn't paying attention when I plugged in my phone to our PC one day when he was the last person logged in.  iTunes automatically put all of his contacts on my phone since we have iTunes setup to automatically update when the device is plugged in.

[Nokia]

It was pulling the contacts from somewhere else, then. AFAIK, iTunes has no place for contacts. Also, by default, contact syncing should be off, unless they changed that in v9.

[starhelper2587]

There is no choices when choosing to automatically sync or not.  When iTunes 9 is setup to automatically sync, everything syncs like music, apps, and contacts.  There isn't a place where you can check or un-check to exclude different items from the sync.

[Ryan-BBY Senior Social Media Specialist]

Soldoni,

Welcome to our forums.

It sounds like you had a slightly different experience than you expected when bringing in your iPhone that was not working.  I wish you would have been made aware of exactly what would happen if you had issues with your iPhone.  It looks like the rapid exchange did meet our usual turnaround timeframe; however, that still does not excuse what you stated you were told at the time of purchase.

I truly apologize for any inconvenience this situation caused to you.  I have sent you a private message to continue our communication further.  To view your private message; first ensure you are logged into our forums and then click on the envelope icon in the upper right hand corner.