Got a Smart Cell Phone Black Jack last year at Best Buy (Union City). The Sales rep also sold us the BEST BUY Protecting Service Plan for 6.99/month (AT&AT charges 4.95/month), knowing that he said BEST BUY Plan was far better then AT&T. If I ever had a problem with it I could come back and Best buy will just change the phone. It was a hassle free plan and would get a piece of mind. They also said all the best buy stores will honor the plan. We got the plan and a lot of other stuff along with the cell phone (4 GB Micro Drive, 2 Bluetooth, case). Last couple of week the phone started to have some issues. Like it would freeze of a sudden, restart, the circular dialer would stop working, the battery cover would fall off while on the talking on the phone. Today we went back best buy (union city) to have the phone checked. We had to wait more then 45 Min before someone could assist us with the warranty issues once they they we were there for cell phone issue. NXXXA in the cell phone dept gave us very limited help and said she needs to page the manager so that the manager can help us with the warranty issues. She was sending SMS for the next 30min??? To her manager WOW! I did not know at Best Buy that is how you page... The Store Manager (AXXXL) turned up after 40 min or so and looked at the contract on the computer to only tell us that we had only 2 options.
1. Give in the phone and they will take 30 days to do an accessment as to what is wrong with the phone.
2. Best Buy will prorate my protect plan.
- what am I suppose to do for 30 days, why did I get a Protect plan for. I need it for my work what am I suppose to do
- why not rembuirse my protection plan cost that I paid when you don't want to honor the same
Most of all she was out right RUDE. I am so angry at this point in time, I do not know what to do maybe file a small claims complaint or may sent a contact to Attornery general office or find a attorney to sue or something, but this practice is just unacceptable. I could have easily gone with AT&T protecting plan which would have been of much lesser hassle as they would be just a phone call and they would have sent the replacement. I am so very disappointed.
After posting on Best BUY Forum following is the response from Best Buy that I got:
"First, the manager you talked to is correct. Our GSBTP for phones requires the phone to be sent out for repair. Average turnaround time is three weeks. If we cannot repair the phone, or if it takes longer than 30 days from the date it arrives at the service center, we'll give you a new phone.
BTW, you won't be without a phone during that time. We do have a loaner phone program where you pay a $150 deposit. So, you'll remain connected even during your repair!"
My Resposne:
Why should I pay $150 for the loaner, whatever happend to the replacement warranty plan? If some one on the senior managerment is reading this Please PLEASE put some sense into these policy making people at Best Buy. You are not helping your customer...
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