Mobile Phones & iPhones

[Bri-Guy]

A cousin of mine just called to say what a great experience he had at Richfield BBY Mobile store.  He was in and out in a matter of minutes with the latest Nokia.  He goes through several phones a year - always wanted the newest thing.  He said he will only buy from BBY Mobile from now on.  Way to go, Richfield!

[wtfwasithinking]

Just don't purchase best-buy's protection package (extended warranty) for your phone. Be smarter than me and just go with what ever your wireless carrier sells. I have waited for almost a month for my phone to be repaired. In the mean time NO Person either at my local best buy or 1800BESTBUY can give me a status report as to when I might expect my phone's return. Thank you Best-Buy! It wouldn't be so bad if I knew more than "well your just going to have to wait longer". Longer than what? Maybe a user on this board might be able to provide some information on my phone. Wouldn't be any worse than the information I already get.

[Sarah-BBY Retired: Community Connector]

Hi,

As someone who cannot bear the thought of being without my cell phone for even a moment, I’m very sorry to hear of the experience you are having with your Best Buy® Performance Service Plan (PSP) repair process.  As this is not typical of the type of repair experience we aim to provide to our customers, I agree with you that this situation needs to be looked into further and have sent you a private message with more details.

Also, please keep in mind that our PSPs offer some great benefits for our customers’ protection such as 100% covered repair cost for issues that are the result of manufacturer’s defects in materials and workmanship, and product replacement under the No Lemon Policy – as applies.  Additionally, as stated in the terms and conditions of all our PSPs, you do have the option to cancel the Plan at anytime for a pro-rated refund, if you decide it is not the best option for you.

I apologize again that you are having a bad experience but I am determined to help you get your phone back and working!

Thank you,

Sarah

Community Connector

Best Buy® Corporate

[missjeniece]

I think that the Community Connector response is hilarious--that this isn't a typical repair experience...cause this is the exact same thing that I'm going through RIGHT NOW, and I've tried to speak to everyone, even in Consumer Relationsh, with no relief. 

The no-deductible, "lemon", etc parts of the plan don't matter if you're paying for a mobiel plan and don't have a phone to use on it.  I'm in week 2 of paying for cell and BlackBerry service that I don't even get to use (unless I forkover $150 that I can't just shell out--hey, gas prices just went down and supposedly I won't get my phone back til February.

Ridiculous.

[Sassums]

Well the carrier insurance plan would have taken even longer.

You need to go into a Best Buy store, they can look up where your phone is on the system with the phones number.

I know, I work in Best Buy Mobile, I know it can be done.

When I work there, typically we say its 4-6 weeks, where as the carrier will take up to 8, even longer, and most times you get the phone back doing the same thing it was doing when you sent it in in the first place.

[payroll]

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Sassums wrote:

Well the carrier insurance plan would have taken even longer.

You need to go into a Best Buy store, they can look up where your phone is on the system with the phones number.

I know, I work in Best Buy Mobile, I know it can be done.

When I work there, typically we say its 4-6 weeks, where as the carrier will take up to 8, even longer, and most times you get the phone back doing the same thing it was doing when you sent it in in the first place.

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I am of course not trying to push the carriers insurance but with theirs you get a refurbished unit and pay a deposit. You get your refurbished unit within a week or if you do it at a store they usually give you one in-store. I do not push the carrier plan, but I do not give false information to sell the Best Buy service plan.

Also when we enter the phone number in the system it says "Recieved" "In Repair" or "Shipped". It is not like it says "We are currently fixing the screen and it will take 1 more hour then we will fix this"

Message Edited by payroll on 01-13-2009 08:38 AM

[Sassums]

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payroll wrote:

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Sassums wrote:

Well the carrier insurance plan would have taken even longer.

You need to go into a Best Buy store, they can look up where your phone is on the system with the phones number.

I know, I work in Best Buy Mobile, I know it can be done.

When I work there, typically we say its 4-6 weeks, where as the carrier will take up to 8, even longer, and most times you get the phone back doing the same thing it was doing when you sent it in in the first place.

---

I am of course not trying to push the carriers insurance but with theirs you get a refurbished unit and pay a deposit. You get your refurbished unit within a week or if you do it at a store they usually give you one in-store. I do not push the carrier plan, but I do not give false information to sell the Best Buy service plan.

Also when we enter the phone number in the system it says "Recieved" "In Repair" or "Shipped". It is not like it says "We are currently fixing the screen and it will take 1 more hour then we will fix this"

Message Edited by payroll on 01-13-2009 08:38 AM

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They do sometimes leave information as to when it will be sent back, or at least you have e general time.  And why would I want a refurbished phone, when 90% of the time best buy gives you a new one.

[payroll]

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Sassums wrote:

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payroll wrote:

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Sassums wrote:

Well the carrier insurance plan would have taken even longer.

You need to go into a Best Buy store, they can look up where your phone is on the system with the phones number.

I know, I work in Best Buy Mobile, I know it can be done.

When I work there, typically we say its 4-6 weeks, where as the carrier will take up to 8, even longer, and most times you get the phone back doing the same thing it was doing when you sent it in in the first place.

---

I am of course not trying to push the carriers insurance but with theirs you get a refurbished unit and pay a deposit. You get your refurbished unit within a week or if you do it at a store they usually give you one in-store. I do not push the carrier plan, but I do not give false information to sell the Best Buy service plan.

Also when we enter the phone number in the system it says "Recieved" "In Repair" or "Shipped". It is not like it says "We are currently fixing the screen and it will take 1 more hour then we will fix this"

Message Edited by payroll on 01-13-2009 08:38 AM

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They do sometimes leave information as to when it will be sent back, or at least you have e general time.  And why would I want a refurbished phone, when 90% of the time best buy gives you a new one.

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According to the service plan details, Best Buy will send out the device for repair and if unrepairable they will replace the phone. You can see proof with this thread when his phone was sent out, not replaced with a new one. I hope you do not tell your customers that Best Buy will replace your phone with the Black Tie Protection. There are of course a few exceptions when a manager may replace a phone right away, but according to the plan details it is sent out for service.

[BBBob]

BB does offer a loaner phone while your phone is in for service. It is 150.00 and will be refunded when your phone comes back from service and you bring the loaner back into the store.