Manufacturer Warranties and Protection Plans

[rickms08]

Hi,

I bought an iPhone(3G) back in February... All went well until  the 5th of May when my iPhone screen had cracked in my backpack on a tension/stress (words that the geeksquad used) point in the top left corner. I thought, "Oh Great, I'm so glad I bought insurance on it, I will go and they will swap it out with a new one." WRONG. 

Not only did I now get a replacement on the spot, which the BBMobile sales associate said would happend should such an occasion arise, I still haven't received my iPhone. I turned my phone in on May 6th. They gave me the tracking number of the phone, and it turns out that it was delivered to them on May 12th.  So I called Geek Squad and after a three day ordeal saying I have to look into the matter they eventually told me that the phone left Best Buy on the 21st of May. They didn't even have in my file/account that it had been shopped to me. One guy even said he thinks it may be lost and explained to me the procedure for getting an entirely new phone and how long that will take. Why did it take that long for them to eventually send it out.


So I go to the mailbox today in my apartment building to find a notice saying that my package arrived. It's currently waiting at the Post Office with a $63.42 + Applicable Taxes price tag on it. Huh? What? Yeah, Best Buy tried sticking the delivery charge on me, and since it is illegal to pay over the phone, which a nice young GS gentleman tried doing, I now have to foot the cost and fax him a copy of the receipt to be imbursed. God only knows how long that will take.  If I pick up the phone, I don't even have proof that they should have footed the bill as its not in any writing anywhere that I will be reimbursed. 

I still have to pay my phone bill for this and next month even though I didn't have a phone for 23 days(and counting). I called ATT and they are giving me a reduced price. But what about Best Buy? Shouldn't they be held liable for not only my inconvenience and for not commiting to the utmost customer satisfaction but also for not getting me my phone in a timely fashion? I should have had it on the 19th at the very latest. Im so irked right now. At the very least Best Buy could try and do some damage control and offer me a gift card/store credit or something. The GS guy im working with now is great and is really making this a lot less stressful but it doesnt take away the fact that I have been cheated out of something that I pay a monthly premium for. Anybody have any suggestion?

[rickms08]

Sorry for my many misspellings.. Im so worked up at the moment.

[rickms08]

The thing is, I was kind of ok with it when I went in with the phone. I don't like being lied to (which I was in the beginning about the phone swap), but I was ok with it. The GS guy I initially started my claim with said that once it was in the computer which would be before I left the store that they would send out a refurbed phone. Something about rapid exchange? (I think) and that it would only be a few days. This has become such a nightmare for me. In the last two years I have spent over $3000 at Best Buy only to be treated by second class customer service. I just want my phone back and the only way to finally do that is pay this fee and wait until tomorrow.

[Natec]

            Nokia, I like you, I have been reading many stories on this site.  You seem to be the only one that doesn't cover crap with aerosol.  I read these stories and it makes me feel bad that Elizabeth and Allen along with other BB forum moderators have to apologize for the rest of this company.  Even still apologizing gets very annoying fast, especially  when the problem still is not solved.  Why not re-evaluate the training program as well as the way problems are handled? 

          I used to work for Good Guys as customer service, and I heard many horror stories of the BB CS.  That was 6 years ago and I would assume by now things should have improved.. seems not.  Even when Good Guys was bought out and torn apart the local BB manager offered me a job, which I declinded, it makes me sad for not accepting.  Best Buy really needs help on how to treat customers, some of your employees are just rude and talk to you as if they are the disgruntled customer and you stole their car.

          Take this reply how you want, but I apologize to you for having to bite the bullet... I'm sure your bosses haven't apologized to you for having to deal with mad customers.  There are people who do appreciate what you guys do.  -----Nate

[JM]

I'm in agreement with Nokia on how so many of the employees state GSBTP is a replacement plan and not service plan.

I've caught several store associates stating this, and I correct them each time. Unless it's Geek Squad Gadgets & Gizmos, it's a replacement plan. On items labeled Geek Squad Black Tie Protection, it's a service plan.

I know for a fact my store's management is not lax on the issue. It's a disservice to the customer when not properly stating the terms of what's offered under the plan.

[Natec]

please tell me the proper plan for replacement then i was told the same thing for my camera and its called the Geek Squad Black Tie Protection Plan.

[Nokia]

There is no replacement plan for cameras. They are all service plans which require the camera to be sent out first.

[Elizabeth-BBY Community Supervisor]

Hi rickms08,

I've asked John, one of our Community Connectors, to look into this and follow up with you.  You can expect to hear from him within the next few business days.

Please know that all the feedback received through this forum is forwarded to the appropriate business groups so that necessary improvements or additional training opportunities can be offered.  We partner very closely with these groups so that these posts help translate into long-term changes to benefit our customers and employees.

Thanks for posting!

[John-BBY Community Connector]

Hello rickms08,

I was disheartened to read about your experience in seeking repair for your iPhone.  I know that assuring you that we endeavor to complete these types of repairs with as little inconvenience as possible won’t undo this frustrating situation.  In addition, for any incorrect information you may have been provided about Geek Squad® Black Tie Protection, I offer my personal apology.

We understand how essential your iPhone is to your lifestyle.  Unfortunately, repair timeframes are not guaranteed under the terms and conditions of your protection plan.  However, that you were billed for shipping expenses is nothing short of mystifying to me and I’d like to investigate that concern further and ensure that it is resolved for you.

To that end, I’ll need some additional information from you, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Thank you for taking the time to make us aware of your experience.  I look forward to working with you!

Sincerely,