Other Customer Service Support

[Jakoma-BBY]

Jcamantigue, per our Geek Squad Protection Term & Conditions. Store credit, gift card or check will be our last option if no inventory left to fulfill the claim. I have checked, we do have inventory to process the claim. 

[jcamantigue]

Unbelievable, I was told several times they will process it the credit but never happened. The manager at the store told me I can get it but egift. He even mentioned about lemon policy. Can you please tell me where exactly is that in the terms and condition?

[Jakoma-BBY]

Jcamantigue, 

The information you are looking for:

• Page 3, Section 5.  - No Lemon Benefits
• Page 4,5 Section 5.4(b) 1 and 2 Mobile Phones 

[jcamantigue]

First, lemon policy the store manager told me that 2nd about the reimbursement I read it but it does not mention that I cannot get the reimbursement.


5.4 b 1 is payment of deductible with I did already
5.4 b 2 "Our obligations will be fulfilled under this Plan (a) if we replace your device with a new
device or issue you a store credit or gift card pursuant to Section 7(b); or (b) if we have
fulfilled 3 mobile phone claims during your Plan term (excluding claims where we only
replace your battery on your existing device), as applicable, by replacing your device
with a refurbished product."

The replacement phone I got have a lot of scratches and does not have spen (again I was just informed lately that it will not have) and have scratches then I asked for 2nd replacement but got canceled with no reason. You cannot tell me because I have the 1st replacement the reason it got canceled I was told by the rep once I got the 2nd replacement I will mail the original phone and the 1st replacement.

[Jakoma-BBY]

Jcamantigue, The lemon policy does not apply because you only received 2 phones. Your complaint is scratched and a missing accessories, neither will affect the use of phone.  We can't use lemon policy. 

(b) if we have fulfilled 3 mobile phone claims during your Plan term (excluding claims where we only replace your battery on your existing device), This statement;  we have to fulfill 3 claims before we move towards reimbursement. 

[jcamantigue]

So I was misinformed by the BB store manager about lemon policy and the customer reps about the reimbursement with going to two store to get store credit. Wow!!! What a service is this. I just wasted my time being back and forth. What an awesome experience. Also, it is very inconsiderate that after all that I have been through I end up with nothing just to be told I have misinformed numerous times. THE WORST SERVICE EVER. I CANT BELIEVE I HAVE BEEN THROUGH THIS. I WILL NEVER GET THIS SERVICE AGAIN. NEVER RECOMMEND TO ANYBODY.

[Jakoma-BBY]

Jcamantigue, I know this is not the outcome you were expecting and we are doing everything possible to resolve it. We do not know what detail was discussed between you and the store managers. Again, the scratches and missing accessories is not covered under lemon policy. The phone agent did mention the possibility of having a store credit, or gift card, but you need to visit the store so they process claim/repair. The system will then determine the next steps, either a credit or fulfillment of a replacement.  Once the system gives the path, we follow. Would like to visit the store to process a claim/repair or would you prefer, I process one? If you would prefer I process one, please contact me privately so I can finish the claim. 

[jcamantigue]

I just came back from vacation. Ok my last comment was removed which I understand. It was removed due to me being so honest. Please just process refund of what I paid for deductible. I don't want to have any transaction with this company. FYI 1st replacement phone was sent back about 2 weeks ago via UPS.

[Jakoma-BBY]

Jcamantugue, 

We love honest opinions; it lets us know on how we can improve your experience. However, what we cannot tolerate is profanity, this why your post was removed. You should have been sent a warning, if not we apologizes for not properly updating you with our Community Guidelines.  

Are you asking for a refund of the 1st replacement?  To better serve you on this matter, please send a private message with your full name, email and phone number. 

Here to assist,