Manufacturer Warranties and Protection Plans

[neocipriano]

So I purchased my 3G iPhone & 14.99 a month protection plan in Feb '09.

I recently moved to Maryland from California.

The day I moved, I lost my wallet (ok inadvertanly threw it away) anywyaz

I needed to update my billing information since all my cards were replaced, and I neglected to think about the service plan that was protecting my iPhone, esepecially since the thing never had any problems.

When I called a few days after my billing date (got a vm on my billing date to upgrade my info), I specifically asked, hypothetically, if I would need to get the phone serviced now will it be a problem, her answer was an absolute "no" , "no problem at all, sir".

Well days latter, like an omen, I did need it replaced, and there was a problem a big one...

Turns out that when you call Best Buy mobile, the reps are very undertrained or uninformed or both.

The 1st rep said: This is normal, the process should take 24-48 busniess hours,

2nd: The process takes 5 - 7 busniess days to "reach the store"

3rd: The billing could not happen until your next charge on date!

As much as the last answer sucks for my situation, it sounded more "truthfull" than the previous attempts to blow smoke up my chimeny.

At this point I am forced to go back to tmoblie and buy a phone while I wait for BestBuy to charge my card b4 they will replace my completley dammaged iPhone.

Good thing I can unlock my device and take it to Tmobile and cancel att & this crap serivce plan I got from Best Buy.

Thank You Best Buy Mobile for helping me make the decision to leave att & best buy all together, just as soon as you replace my phone like your contractually obligated too!

[Miranda]

A few questions really quick...

Did you try to update your billing information in store or over the phone?

What exactly happened to your iPhone that you needed it serviced?

And what exactly does all this have to do with moving from AT&T to T-Mobile? Is your service with AT&T in Maryland not good compared to where you were in California?

[neocipriano]

1. Did you try to update your billing information in store or over the phone? YES, I updated it over the phone with the rep, thats when I got the first *answer
2. What exactly happened to your iPhone that you needed it serviced? Lets just say its beyond repair and in pieces, & Best Buy still sgreed to take it.
3. And what exactly does all this have to do with moving from AT&T to T-Mobile? Is your service with AT&T in Maryland not good compared to where you were in California? Moving to T-Mo is my exit route from this disaster. Its my "Golden Parachute" from this cluster F of a cell phone company. I mean seriously? u still cant get pic msgs by any means on atts crippled network. Swirrly mms only works on unlocked phones on Tmoble from my understanding. Not to mention the bill will be only $65 bucks vs $108, thats the point.

[Miranda]

Okay. I just wanted a little clarifiction. As far as the repair/replacement goes, if the store said they'd take it, they should have honored that.

In regards to AT&T vs. T-Mobile, personal choice. Yes, I agree that AT&T has crippled MMS on the iPhone, however, last I knew, it was something that is coming to the phone soon. Don't ask me why they didn't include it to begin with, but whatever. You can get picture messages on other AT&T phones (I have an LG Shine, for example, and am getting pictures all the time from friends and family members). As far as MMS on T-Mobile, I talked with one of my friends who has T-Mobile, and he said that his phone wasn't unlocked and he had a messaging plan that allowed MMS. As far as the bill, well, in these times, I can't argue you there. I'd rather pay $65 per month than $100, any way you look at it.

At this point, I'd advised letting one of the community connector take a look into your situation for you. I can't do anything other than offer my sympathy for the situation you've gone through. One of them should probably be along within a couple of days to see what they can do to help you out. Watch for their messages...they're the ones with the yellow Best Buy tags next to their name.

[neocipriano]

I agree, they should have honered it, but to say "we will, but not now" becuase the "process" didnt complete with charging my card!

Talk about greed. Thats incredibly insensative to people who are already strugling financialy to have someone say essentialy "We will take your money when were ready"!

And you cant exchange your phone ($500 phone at that) until we do so!

This screams volumes to me that this company is cash starved like everyone else and thus makes me not very confident in the warranty ultimatley.

I hope someone that works for BB reads this, however I dont expect much to be done at this point.

The last BB rep essentialy explained waiting is my only recourse of action...@ $14.99 (the most I have ever paid or even heard of for mobile ph insurance) is a travesty and borders on criminal. 

I look fwd to my replacment, oh wait I look fwd to whenever the "process" can begin so I can then get a replacment so I may part ways once & for all.

[Miranda]

I actually do work for Best Buy, however, I'm not in a position where I can do anything for you. Our Community Connectors on the site are excellent at what they do and will be willing to work with you on this situation, you just need to be patient for one of them to take a look and see what they can do for you.

[neocipriano]

Thats good for BB to have employees on this site.

While patience is not a virtue I posess in great ammounts I will utilize what little I have now.

Its MY iPhone at the heart of this matter afterall...

[Elizabeth-BBY Community Supervisor]

Hi neocipriano,

I've asked John, one of our Community Connectors, to look into this for you and follow up.  You should hear from him shortly.  Thanks for your ongoing patience!

[John-BBY Community Connector · Accepted solution]

Hello neocipriano,

I was disheartened to read about your overall experience with Geek Squad® Black Tie Protection (GSBTP) – both the billing issue and your request for service for your damaged iPhone.  I know that the iPhone situation just adds frustration to your already complicated life, what with your recent move and the loss of your wallet.

As to your request for service, we will be happy to honor your GSBTP coverage once the billing issue has been resolved.  The terms and conditions of your plan state:  “If you are paying for this Plan on a monthly basis, your payments must be current to receive any services under this Plan.”  While I realize that this imposes on your patience at an already trying time, we will live up to the contract as promised when your plan is returned to current status.

Having said that, I’d like to ensure that we’re doing everything we can to bring a hasty resolution to your concerns, but I need some additional information from you.  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.

Sincerely,

[neocipriano]

I would like to Thank John for expediting the process.

I was successfully able to return my iPhone last night, and I am now waiting for the replacment.

Thank You very much.

I have renewed faith in BB thanks to you.

Cheers.