05-20-2019 04:55 PM
On 5/11/19, I purchased a samsun s10+ from your plymouth meeting store via online order. At the time that I purchased the phone I also purchased a protection plan from Geek Squad for $169.99. When I arrived to pick-up my phone, I inquired about upgrading the protection to the complete protection for $219.99. After almost an hour, it was determined that the upgrade could not be completed and the store called their support. The support supossedly opened a trouble ticket for this issue and I was told that I would hear back in a couple of days. I waited until Wednesday (5/15) and I still hadn't heard from the manager (Kirk). I attempted to contact the plymouth meeting best buy but I quickly learned that best buy really does not want to talk to anyone (this is based on the phone prompts). I finally did get a real person to answer (I called the geek squad) and I was transferred to the manager's phone which literally rang for 10 mins without being answered. In the meantime, I saw 2 charges on my credit card that I never signed for. So, on Friday (5/17), I stopped by the Springfield best buy to enlist some help. I spoke with Lisa and Tamika and explained my situation. I learned that the manager in Plymouth Meeting left me without any coverage for my phone!! So, Tamika took care of this for me and at the same time she submitted my erroneous credit charge issues (I'm still waiting to hear back about their findings)
My main complaint is with the Kirk at Plymouth Meeting for failing to follow-up with me about the issue I encountered at his store on 5/11/19. As a manager this is unacceptable! And to leave my phone without any protection - also unacceptable!!
Lastly, I have a serious issue with the inability to talk to a real person in any of your stores via the telephone!!
05-20-2019 05:25 PM
Hi there, schopfie,
Welcome to our Best Buy Forum community! However, I wish you had discovered our Forum under happier circumstances. We know that getting a new phone is a big deal, and that it's important to you that your phone is protected, so we appreciate that you decided to purchase your phone and plan from us. That said, the experience you described is far from the one we intended.
I know that you have other things to do than spend hours on the phone trying to get this sorted out, so I'm glad you came to us for further support. We know how important it is to get in contact with someone quickly, so it's discouraging to hear it took that long to get in touch with someone when you called in. While it's hard to hear, we appreciate you sharing those details with us. That way, we can work on making this experience go more smoothly going forward.
Waiting for a call-back is never fun. I can understand why you would be frustrated to learn that your phone was without a protection plan on top of the manager not getting back in touch with you. That's something we would like to get corrected. Using the blue "Private Message" option in my signature, can you please send over your full name, phone number, email and order number for me to review?