03-12-2018 07:24 PM
Dear Best Buy,
This is the first time I'm using the protection plan I pay monthly for on my son's phone. I have to tell you, my experience thus far has not been of your expert service. I received a status update this afternoon that there is no inventory for a replacement phone and I would receive a BB gift card. I find this odd because I can purchase an identical phone and have it in hand on Wednesday from bestbuy.com. https://www.bestbuy.com/site/samsung-galaxy-j3-emerge-4g-lte-with-16gb-memory-cell-phone-silver-spri...
When I called to ask customer service why, I was told that the warehouse the takes care of this service does not have inventory, and it's a different warehouse from bestbuy.com. Aren't you all one company? If I order from Amazon, they don't ask me to figure out how to coordinate the item I want, they just fulfill my request. I'm sure they have more than 1 warehouse. I asked the agent to transfer me to a supervisor, she told me, she can either escalate or cancel my gift card but she cannot do both. Really?
In this case, the gift card will cover me buying the phone on bestbuy.com and having it shipped to my house. Isn't that what I'm paying this service plan to do? I'm very disappointed. This service plan has cost me more money than it would to just buy a replacement phone and I wouldn't have any aggravation.
03-13-2018 01:03 PM
Welcome to the forums!
I'm sorry to hear about your displeasure with our Geek Squad protection plan on your phone. It is always a great investment to protect an item that costs so much and we use on the regular. With flagship phones now running well above $600, things can get pricey rather quickly should a phone be lost or damaged.
That said, I should advise you that when handling the replacement of a phone the stores or warehouse inventory is not a part of the replacement process. The replacement process is handled using a specific set of device and should they become unavailable then a gift card for the originally paid amount is provided so that a customer can purchase a new device of equal or lesser value.
With phones being updated on a regular basis, it's not uncommon to come across scenarios where inventory may be scarce. This becomes more prevalent as the device becomes older.
Please let me know if you have any other questions about this or any other concern.
|David|Social Media Specialist | Best Buy® Corporate|
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