10-08-2009 12:51 PM
Neither store I talked to gave me that option and told me there was nothing they could do. After an e-mail to the CEO, the store is finally going to honor my contract.
10-09-2009 01:25 AM
10-09-2009 10:22 AM
Here is the response I received from my e-mail:
Thank you for contacting Best Buy about your iPod and Black Tie Protection plan. I am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters. Your concern has been forwarded to me for review. I am sorry to hear of this situation.
I wanted to begin by introducing myself. I am reaching out to others in the company regarding your situation, and I or one of those managers will be in touch with you again soon. We will need a bit of time to research your complaint, to give you the best assistance possible. At any point you are welcome to email or call me directly, at my contact number listed below.
Thank you again for your email. We will be in touch with you again soon.
I quickly received a call from a respresentative from the first store I had visited as well as a follow up call from the General Manager who informed me that they should have looked up the contract number on my first visit and replaced the Ipod. I was told to come back and they would exchange the Ipod which they did. I now have another BTP which they told me would apply if the screen cracks again (and it is the same price as the BTP I paid orginially). My original receipt did state Geek Squad Black Tie Protection program.