Mobile Phones & iPhones

[ckelly28]

I am writing today to express my absolute discust with Best Buy's costomer service ! In the past four weeks, my Sprint Evo has been sent out for replacement three times. When i spoke to Casey at the paradise Valley store about my frustration with getting defective phones tree times, he assurred me that if it happened again he would get me a NEW phone under the no lemon rule on my service plan with Best Buy. Well guess what?! as soon as I got home I plugged it in to the charger and it got soo hot that it shut down and will not start again! I brought it back to the store expecting to get a new phone, but was told that was no longer their policy! Of course Casey was no where to be found, so one of the employees in that department assured me that her manager would get me a new phone because of all the trouble I've had. No luck again. So I Icalled and spoke to Nate, who said he would look into it. He said no new phone, the policy has been changed.

  I have been paying on that service plan for over a year and they change the policy without notifying the customer! If I would have known that I would have canceled the plan and bought the Sprint plan. Now I have no working phone and a year left on my Sprint service. I then went to the Best Buy website to look at the service plan agreement and there it is in black and white, NO LEMON POLICY- if you get four bad phones, it will be replaced!

All I'm asking for is what I paid for and what ai was promised by Casey, the manger. I need my phone pronto!!!!!!

[ckelly28]

Oh, I also forgot to mention, that the Phoenix NBC affiliate i doing a follow up to this story! 12 on your side.

[DanK Best Buy Employee]

The terms of your protection plan did not change. Unfortunately, Rapid Exchanges do not count toward the No Lemon policy.

The terms state that you will receive a No Lemon replacement "after three (3) qualified service repairs have been completed on an individual product and that individual product requires a fourth (4th) qualified repair" -- Rapid Exchange provides you with a replacement device, and therefore does not qualify as a service repair.

[ckelly28]

Thank you for the reply, Dan. However, I went to the Best Buy site and printed out the Black Tie Contract and no where does it say that phones are not included in the no lemon policy. They sold me this plan for my smartphone and stressed that the no lemon policy was the best reason to cancel my protection plan with Sprint and buy their plan. And what about Casey promising me that I would get a new phone if I needed a fourth replacement? And why did Gabby call around to all of the local stores to see if she could find me a new Evo? Then she said, since there are no Evos, she would get an upgrade approved to a phone of comparable price of my Evo? All lies?

   How can you think that this is acceptable? If I was told up front how this plan works, I never would have purchased it and if I wasn't told I would receive a new phone by the manager, I wouldn't expect it. Man up and do what you say you are going to do! It's that simple. Stop the lies and the misleading you customers. If that could happen, there would be no need for this forum or all the other websites, filled with rage and complaints over Best Buy's deceitful practices! 

[ckelly28]

Go to Geek Squad Black Tie Protction and read the very first page. I tried to attach it from word, but it doesn't seem to work.

[ckelly28]

[techiqueen]

The no lemon policy is if they send your device the same device out 4 times. Other then that there is no way to just give you a new phone its a third party that handles the insurance not inside the store. Im sure the store can help you with the issues.

[CrystalWoW Community Veteran]

To clarify the last post, you have to choose the repair process vs the rapid exchange process and send it out for 3 separate qualified repairs and require a 4th for the no lemon policy to kick in.

[ckelly28]

That would be great, if I was ever given the the choice of repair or rapid exchange! Another example of not quite telling the customer the whole truth. In the grand scheme of things, I can't, for the life of me, understand  why in the interest of good customer service, Best Buy won't step up and do the right thing. I have been a customer of Best Buy since they came to Arizona and spent tens of thousands of dollars there, both personally and for my business(contractor). Their behavior in this matter is inexcusable! This is my first problem with them in ten years. I'm only asking for them to do what's fair. After all, isn't a repaired replacement phone the same as repairing my original phone? And if you are not told that you have a choice of repair or exchange, their system is flawed and misleading!

[ckelly28]

Well good news! I went to another store and Amanda and Clay,(managers in Geek Squad and phones), absolutely agreed with me and got me a brand new phone! They have also lodged complaints with Best Buy on my behalf and assured me that something like this will never happen again. Thank you both for all of your efforts to make sure the customer comes first!