07-25-2018 04:27 PM
So I have spent close to 3 hours over the past 2 days talking to 4 different stores, 2 different customer service reps over chat and 1 customer service rep on the phone. So when I saw this product on the website there were a few people who said that the liftetime manufacturer warranty is handled in store rather than through the manufacturer. I had 2 stores and the 2 chat reps tell me it was not handled in store and I had to go to the manufacturer. But I also had the other 2 stores and the 1 phone rep tell me it is handled in store. The last person was the phone rep and she said to bring it in store and if they have any issues to call customer service and they will clear it up. My whole thing with this is it says in large writing on the back of the box, "LIFETIME REPLACEMENT WARRANTY, The retailer will replace your Protetive Glass free of charge whenever it cracks." I would assume that if it stated on the product that you are selling your store that you will stand by that. Can I get a definitive answer on this?
08-01-2018 10:16 AM
Welcome to the Best Buy Community forums. Thank you for reaching out about this. I apologize that you’ve received differing information on how to fulfil that lifetime warranty.
I’d like to dig in to this to see if I can get you some clarity on this. If you could please provide me with a link to or a description of the specific screen protector you have, I’d appreciate it.
Once I have that, I’ll check it out and see if I can get you an answer.
08-01-2018 11:00 AM
Hi again bjeong1381,
Thanks so much for verifying the product.
I was able to look into this and confirm that we should be able to do the replacement in one of our stores. I apologize for the conflicting information you’ve received, and for any issues you’ve had getting the screen protector replaced. I’m guessing the confusion arises from these screen protectors following a different process than most others that we sell.
If you need a replacement, and a store isn’t helping you, please let me know which store you are working with. I’ll be happy to reach out and point them towards the correct process for you.
08-01-2018 11:05 AM
I have actually decided to just return the screen protector. I already applied it but given that even though I have been given a answer how things should be processed I am not confident that they will be processed that way and wouldr rather not deal with it. Please let me know if this will be an issue and what I need to tell them in order to get refunded for this item.
I have been an My Best Buy Elite member for years and I can't believe that I have gotten so many different answers at so many different levels. I would think that with something like that the employees would know and be trained on this and use this as an actual sales point. That's what I would be telling my employees if I were still managing in retial, which I actually did do for many years in electronics and mobile phones.
08-01-2018 11:18 AM
Hello again bjeong1381,
Under our Return & Exchange Promise, once a screen protector has been opened and applied we would no longer be able to accept a return on it. In the case of this specific screen protector, if it is damaged we can perform an exchange, but we cannot do a return.
I completely understand your trepidation at hanging on to the screen protector after the confusion around how the exchange would be processed. Should you ever need to exchange it, if you reach out to us here on the forums we’ll be happy to contact the store ahead of your visit to make sure they’re able to process the exchange.
We’ll make sure everything gores as smoothly as possible for you should that happen.
I absolutely take your point about training around this. Our employees should know, and no customer should run into trouble getting an exchange processed when approriate. I appreciate you taking the time to bring this to our attention, as we need feedback like yours to improve the service we offer.