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New Member
Posts: 3
Registered: ‎10-24-2017

Galaxy J-3 keyboard keeps crashing

[ Edited ]

I purchased this phone at store number 762 on September 7th 2017. On a regular basis I received the message that the Samsung keyboard has stopped. I have talked to my carrier I have talked to three separate Best Buys I have spent 4 hours on the phone with the remote technical support from the Philippines. The keyboard keeps crashing. I have learned two different ways to make the keyboard work never knowing which one will work. I was finally told my last option was to take it to a Best Buy that was able to factory reset it. I did . 3 hours later the phone keyboard crashed twice. I have been told by the manager at store 762 that my only option is to send my phone in for repair since I don't have insurance and it will take 10 to 11 days to get the phone back to me. I believe someone at Best Buy at a higher level can override the fourteen day return policy on phones because it took me longer than 14 days to find out the phone was defective. I have been given conflicting information about the problem (it is the software, it is the hardware, it is your carrier, you are using too much data, and other apps are causing the problem, and "Ihave been here 8 months and no one else has this problem".) I was told to use a different keyboard which also crashed. My frustration level is probably at a10. I'm certain this can be simply resolved by allowing me to exchange my defective phone at the store where I purchased it. I am totally confident within your corporate structure there is a way to solve the problem. If you need this information the IMEI number is {removed per forum guidelines}. Thank you in advance for your help. Jane in Tulsa

Contributor
Posts: 283
Registered: ‎06-16-2017

Re: Galaxy J-3 keyboard keeps crashing

Hi JaneinTulsa,

I’m sorry your keyboard on your new phone keyboard keeps crashing. While I don’t work for Best Buy I do have an idea it might help have you tried calling 1800-Samsung. The phone is still under the manufacturers warranty they may be able to help diagnose and repair it. Unfortunately the phone is outside the return policy and it’s one of their return policies that’s flat 14 days for regular, Elite and Elite plus members. Without insurance they can’t return it. A moderator should be by soon should you have any other questions. They take the messages on a first come first served basis m. I do hope it works out!
New Member
Posts: 3
Registered: ‎10-24-2017

Re: Galaxy J-3 keyboard keeps crashing

Thank you for your suggestion. Best Buy has already diagnosed the phone as being defective. I will also call Samsung. I understand the phone is under manufacturer's warranty. Generally speaking most corporations have methods of accommodating a customer who has purchased a product that doesn't work. Even though the local Best Buy store manager cannot replace the phone, I'm sure that there are procedures that can help me in this situation. Thanks for understanding my frustration. Jane in Tulsa
Posts: 1,613
Topics: 35
Kudos: 203
Solutions: 79
Registered: ‎10-19-2017

Re: Galaxy J-3 keyboard keeps crashing

Hello JaneInTulsa,


Welcome to Best Buy’s forum community!  Thank you for joining us, though I wish it was under better circumstances. It sounds like you’re having quite a time with your Galaxy J-3 as your keyboard keeps acting up.  I know how frustrating it can be when you have a new product that does not work the way you would want it to.


This is a difficult situation to be in and I’m sorry to say that Tlari is correct. You are outside of our Return & Exchange Promise, which is only 14 days for cell phones. You can see more details about that promise by following the link here. Any exceptions to these standards are at the sole discretion of the managers at our stores. 


If you don’t want to pursue the option that the manager at store 762 offered to send your phone off for service since you do not have a Geek Squad Protection plan, Tlari also mentioned another option that should still be open to you.  As he said, Samsung has a manufacture warranty which you can pursue with them.  Their customer service line is 1-800-726-7864.  


I’m very sorry that your experience with your Galaxy J-3 has not been pleasant.  I hope this information helps you in deciding which of your options you would like to pursue.


Respectfully,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎10-24-2017

Re: Galaxy J-3 keyboard keeps crashing

The manager of the store told me she had absolutely no discretion or authority to overide the 14 day return and that any exception would have to come from management higher up. So you are saying that the manager does have the option of replacing the phone is that correct ? It is not a question of wanting a new product to work the way I would want it to, it is a question of the product failing to work the way it ought to. The phone is defective. Thanks for your response.
Posts: 1,613
Topics: 35
Kudos: 203
Solutions: 79
Registered: ‎10-19-2017

Re: Galaxy J-3 keyboard keeps crashing

Hello JaneInTulsa,


Thanks for asking another great question.


There are some items in a store that won’t allow for changes outside of the Return & Exchange Promise even if a manager may want to help.  For example, some contracts for mobile devices simply cannot be changed after 14 days because that is in the contract with the carrier service and not Best Buy.  


If you have already spoken to the manager at the store, this could be why they are not able to assist with an exchange in your situation.  Beyond that, if you are outside of the Return & Exchange Promise, we cannot guarantee a return.  There are many reasons why we have the set time frames that we have put in that promise that go beyond just policy for the sake of policy. 


I’m sorry you’re in a difficult situation and I hope you are able to pursue one of the options the manager gave you with a satisfactory conclusion. 


If you have any further questions or concerns I could address, please feel free to reach out to me here or send me a private message by clicking on the blue “private message” button next to my signature. 

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!