I am also a little confused how the whole system works... i purchased an Evo an year and a half ago, along with my brother and my sister in laws evos... 3 evos total. The sales rep was talking about how awesome the black tie protection was and my brother said he didn't want it because he had sprint insurance, the guy says this is better because they have no deductible and you get a brand new phone if it were to break. (the first time i was led to believe i'd get a new phone)... so i decided to go ahead and get it and my brother sticked with his plan. six months into having my evo i accidently dropped it, screen shattered. and i took it in to get replaced. The geek squad specialist told me they would probably just junk it out and give a me a new phone i said "thats cool how long would that take" he said about two weeks, he then asked me if i wanted a loaner phone i replied "nah it be pretty sad if i couldn't last two weeks without a loaner phone"
we'll this is what happened to two weeks...
04/28/11 1:39pmProduct ExchangedCustomer has received an exchanged product0
4/19/11 9:11amExchange AssessmentProduct is in the process of approval or has been approved for an exchange. Please contact the Geek Squad Precinct within your Best Buy store for additional information
04/07/11 11:03amAwaiting Customer InformationAdditional customer information needed. Please contact the Geek Squad Precinct within your Best Buy store0
4/04/11 10:07amShippedProduct is complete and has been shipped from the repair location back to the store. Depending on the type of product, shipping may take between two and seven days
04/04/11 9:06amFinal Inspection, Awaiting ShipmentProduct is ready for final inspection and shipment
04/01/11 1:40pmAwaiting Customer InformationAdditional customer information needed. Please contact the Geek Squad Precinct within your Best Buy store
04/01/11 1:40pmExchange AssessmentProduct is in the process of approval or has been approved for an exchange. Please contact the Geek Squad Precinct within your Best Buy store for additional information
03/14/11 10:07amParts OrderedAwaiting arrival of parts ordered from the manufacturer or approved parts supplier for repair. Depending on the supplier, parts arrival may take between three and ten days
03/14/11 10:07amIn RepairProduct has been assigned to a Geek Squad Agent or a certified technician for repair or upgrade
03/08/11 2:30pmEstimate ApprovedCustomer approved estimate for repair or upgrade
03/08/11 2:30pmEstimate PendingAwaiting customer approval for payment required. Please contact the Geek Squad Precinct within your Best Buy store
03/07/11 3:03pmReceivedProduct has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair03/02/11 1:08pmChecked InProduct has been checked in and is awaiting shipment
2 weeks quickly turned into two months...was very annoying since i didn't get the loaner phone, but i tend to be a calm guy and i didn't make a scene at best buy and just went with it.
i picked out my new eve (reason number two i was led to believe id be getting a new phone) and the lady asked me if i wanted to get the black tie protection plan again... i figured it took forever to get a new phone but at least i did get a new phone with no deductible so i got it.
three months later i tried to get some information on my black tie individual plan so i went to the store, they told me that i did not have a black tie protection, that the one i had was already fulfilled i told them it was impossible I'm being charged every month, so we went through all the paper work, every name, every phone number i could think of. while trying to find my plan the geek squad specialist makes small talk with me and he says and i quote "this really is the best plan you can litteraly get a new phone every month"(reason number 3 i believed i'd be getting a brand new phone) so reminding me of that it made me smile.. an hour later they finally found my black tie protection, it was under my brothers phone number that he no longer uses,(we are on a family share plan and he also has an eve) what it was doing on that number i don't know. but they said they would swap the plan to my number to prevent this from happening again. months later (last week) i accidentally drop my phone while running and screen shatters, i quickly take it in to best buy.... what do you my plan again. they kept telling me my policy was cancelled (which it was the first one when my eve first got replaced) and i told them that was impossible and i asked if they could tell me why it was cancelled. they replied "it was probably because a failed payment" i said thats impossible i just got charged two days ago. the gentlemen replied "you are going to have to bring in a bank statement to show that" i told him i could show I'm right now on my bank account on my phone. he didn't let me show him, he just dragged me over to the mobile department so they could help me. almost two hours later they finally found my plan i guess they never switched my plan over, so after they found it they asked me if i wanted to switch the plan to my phone number i said "yes please do". this time i received the loaner phone in fear that it would take two months again. lady quoted me a few days to get it repaired. i found it weird that they were able to repair it now and not an year ago if it was the same damage and the same phone. two days later i get an email from black tie saying my phone was repaired and ready for pick up. i go in and they ask me for my number i give it to them the geek squad guy tells me "is there another number theirs nothing on file for this phone number" and again they don't transfer my plan to me! so this time i had the plan number on me and he gives me my phone, well a crappy refurbished phone. that really confused me. phone broke identical the first time it broke i received a brand new phone the second time it breaks i received a refurbished phone? the only reason i resigned up for the black tie protection again was because they were going to give me a new phone if something happened to it... well the story continues, i already had a head ache and didn't feel like asking them about it then and there so i just took the phone home. i plug in my charger and its not charging i wiggled it around and it finally started charging, didn't think much of it it was late and i wanted to sleep. i woke up in the morning and saw my phone wasn't charged i looked at the charging port and it was damaged, they gave me a damaged refurbished phone. so i took it in first thing in the morning, and they told me i would be getting another refurbished phone in a few days... so whats the case here am i just going to have to keep putting up with best buy giving me refurbished phones and losing my insurance plan or is their a lemon policy to how many times i can get a refurbished phone even though the only reason i decided to get the black tie protection again after a horrid two months without a phone was that i would be getting a new phone and not some crappy refurb that's going to break again.... and if you reply with "you have to look at the fine print of the warranty blah blah" i will just get an even bigger head ache because you should tell your employees to stop saying brand new phone!!!!!!! i did some reading around before i posted this apparently i was not the only one that was left to believe that i would be getting a brand new phone!. had i known this six months ago i would have gladly went with sprint paid the deductible and gotten a brand new phone rather than wasting so much time with cheap knock offs
Dorothy-BBY
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