Best Buy
Cell Phone Exchange - HTC incredible

My daughter's cell phone stopped working correctly and under our old geek squad protection, they said the phone needed replacing. They allowed her to keep the phone as she could still text and access some of her features. After waiting to hear from them for 3 weeks, I called to find out what was going on with the phone. They informed me that the phone was out of stock and that we needed to bring the damaged phone in immediately as we were not suppose to keep it. I rearranged my schedule and brought my daughter to pick out a new phone as instructed. When we got ready to swap the phones, they told us we owed an additional $100 because they were of different values. I argued with them that there was no other phone over there for the same value that she wanted and it was not her fault that she had to swap phones. (My other daughter had just had the same thing happen there and they upgraded the phone with no problem.) So after arguing about this for over an hour and switching registers 4 times because they couldn't get the transaction to go through, the manager says that will be $150 dollars plus tax. I lost it at this point. She then offered us a $50 accessory to compensate us for our problem. We left, with her old phone, and said we would be back when a different phone in the same price range was in. A week later they call to tell us the new google phone is available for her to try out. We go in and do an even swap and they charged her $48 and change for tax. It was an even swap, what tax?!!! The store is in Clay, NY and the service there really is awful. How dare you take advantage of a kid who is working hard to make her money and then make her pay taxes on a $0 balance. I want to know how this manage came up with this number. Let just say, I will be doing a lot less business with them, if ever again. Not to mention that there new warranty program absoulutely sucks... Why should I pay a monthly fee and then be charged $150 service fee when I go in to have my phone fixed. They are ripping us off and people are paying for it. Disgusting!

Company: Best Buy
Country: USA

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