08-12-2012 04:26 AM
To whom it may concern:
Your cell phone replacement plan is a joke to say the least.... It is by far the worst experience I have ever had trying to get a cell phone replaced. I take my damaged phone into my best by store in Orange Park, Florida and find out that the insurance plan is a "Refurbished Phone Replacement Plan" . Now I am pretty sure that when I purchased this phone (from the same sotre) I was told if anything happened to my phone it would be replaced with a new one and I am 100% sure that they went out of their way to NOT mention that the phone would be replaced with a "Refurbished" unit or I never would have bought the insurance in the first place. I don't know of anyone that would buy a cell phone insurance knowing that they would get a "Refurbished Unit". Thats like saying "Sure, give me someone elses broken cell phone nightmare!".
Anyway, however I was sold the policy is mute at this point. I had a broken cell phone that needed replaced. So I took my broken cell phone in to my Orange Park, FL Best Buy and Cellular Lead guy (It was on his name badge) takes my phone and explains to me that I will be sent a "Refurbished Unit" That will arrive at the store within 10 days and that a new battery will be mailed directly to my house.
Three days later, I am notified that my cell phone has arrived at Best Buy and I have to wait another 4 days for the Battery to arrive in the mail. Finally I have it all and take the battery to Best buy for them to activate. I have to wait for about 30 to 45 minutes to be helped by a young fellow by the name of DJ. He spends about an hour asking me the same questions that the "Celluar Lead" had asked me a week earlier when I came into Best Buy the first time. I guess that is why you have to wait so long to be helped..... after all, redundent repeated entry of all my personal information into the computer every time I go to Best Buy takes time.
Now during this time DJ kept messing with the phone but I could not see what he was doing. I just knew it was taking for ever and things didn't see to be going well. He NEVER mentioned that he was having issues with the phone. It wasn't until later when I got home that I discovered that he phone had a issue with rebooting. It is a HTC Thunderbolt and would boot to the HTC screen and freeze up for some reason.... I regress back to what I said earlier about a refurbished unit being "Someone elses Nightmare". Never the less, I had another cell phone that had to go back to Best Buy. Now during this time I had the phone on the charger all night so it was fully charged by the next morning.
The next day I take the phone back and notice that the battery is almost dead. Now mind you that it has only been about 3 to 4 hours since I pulled it off the chager and it showed fully charged. I wait another hour to be helped by DJ again. He agrees that the phone has a booting issue and didnt seem too suprised..... Probably because he knew from the day before when he was trying to get it activated that it was having issues. So he tells me that it will have to be sent in again for replacement with yet another refurbished unit. I mention to him that the battery when dead in under 4 hours this morning and he replied that because the phone was having issues it was probably draining the battery as well. So once again I am stuck playing the waiting game to get my phone fixed.
Another week goes by and finally I get the call that the replacement for the replacement has arrived. I go to best buy and wait for DJ who is helping another customer ahead of me. An hour and half later he finally gets to me and starts activating my phone. Once again he seems to be having issues and after another hour he calls Verizon about the Sim Card activation and is told by the person on the phone that Verizons system is down and he can not activate my phone. DJ then tells me that I can take the phone home and just call Verizon later to get the sim card activated. So thats what I do....
I get home and put the phone on the charger because it is completely dead at this point. I call Verizon and low and behold during the activation process they screw up the activation of the Sim card and tell me that I will have to have another sim card put in the phone at the verizon store the next day.
The next morning I stop at the first verizon store I pass and the store representative puts a new sim card in and activates the phone for me in less then 15 minutes. Why Best Buy takes over an hour is beyond me..... Anyway, I go to work and wouldn't you know that within 3 - 4 hours my phone is almost dead again! It seems not only is the phone a "Refurbished Unit" but the replacement battery is a "El Cheapo off Brand" as well. So now I have to go back a third time to wait in line for over an hour at Best Buy to "Try" and get the battery replaced. I am not sure how this will go since Best Buy's insurance only replaces a battery ONE time and I am sure if they do replace it, it will take another week to be mailed to my house!
08-13-2012 01:25 PM
08-17-2012 03:07 PM
Very frustrating experience, to say the least. I'm sorry this has been such a long process -- just to get a working phone. Hopefully I can resolve this for you soon!
I can get you a new battery. Can you send me a private message with your current shipping address? Just use the private message button in my signature below this message.
|Jacob|Web Planner | Best Buy® Corporate|
08-23-2012 04:37 AM
Came home unhappy today feeling like I was robbed. Did a quick search and looks like I'm not alone. And a post only 11 days ago about the same lack of service meant that I had to chime in so at least those who research this stuff can choose the right option.
I was at the Best Buy in Oxnard today to use what I was sold as a replacement plan for my phone as well.
What I purchased (or at least was told I was purchasing): I have a Samsung Stratosphere I bought without a contract at $550+ 8 months ago. At the time of purchasing it, I was sold the Best Buy "replacement plan" for the phone at a whopping $170. Reason why I wen't for that instead of the Assurion warranty? Because I was told that if my phone breaks, I would be able to walk into any store at anytime and get a replacement on the spot.
What's wrong with the phone: The phone has a permanent pink tint on the screen even on the samsung logo as soon as it boots up. So it leads me to believe that it's with the screen itself. Furthermore, quite a few times, it does not charge when it's plugged in or after removing the phone from the plug, it continues to think like its charging so its not clear how much charge I have left.
What happened: At Oxnard, it took the staff nearly an hour just to have someone look up my warranty. I was bounced back from BestBuy Mobile to Customer service back to Best Buy mobile. And surely enough, there is a line at each so each bounce takes some time. Before being bounced around, I'm told that yes, I can get a replacement phone because I didn't get a contract with the phone when I purchased it. So I wait patiently throughout the whole debaccle.
Finally, the staff pull up my warranty and tell me that this is not a replacement plan and a protection plan and that I need to wait 7-10 days to get a new phone. But they have loner phones... Loner phones?!? What? Since when did smart phones become cars used merely for driving from point a to point b? Half the reason I have a specific phone is because of the fact that my business life requires the specific tools I've setup on that phone considering its capabilities. No, I'm not going to take a loner phone.
If I was told that the protection plan was worst than the rip off Assurion's is, I would have just opted for Assurions. At least for $199, I get a phone in the mail before I send in my phone so I don't have to use a "loner phone" for 10 days. And chances are, I never have to pay $199 and simply pay the monthly fee for the insurance. Suddenly, Best Buy's $170 insurance is sounding like a much bigger rip off.
I had never opted for Best Buy's protection plans on anything I bought in the past. And considering the importance of a cell phone in my life, I figured I'd try it on a cell phone I had purchased from them. The price seemed high enough that I would be treated properly. Now, not only will I not opt for the protection plan on anything else, I won't be shopping at Best Buy anymore... There is enough competitors out there.
10-24-2012 01:21 PM
This topic has been moved to its own thread under the board Manufacturer’s Warranty and Protection Plans for further review.
11-07-2012 11:46 AM
Im having the same problem just went to the syore in riverhead where i bought the phone and insurance the guy told me the same thing just come in and we will replace it with a new phone out of the box. Well thats not what they just told me know im sooooo mad right now! Thats the whole reason i got ins threw best buy. Im going there at a different time and going to bring a tape recorder and pretend like im going to buy a phone and ask about ins plan, just to prove they are ripping people off!
11-12-2012 09:13 PM
I totally agree that the Cell Phone Insurance Policy is a farce!
I had a similar issue at the Flint, Mi store tonight returning the crappy refurbished phone I was given when my screen cracked a couple months back.
I was told when I FIRST bought my EVO that Best Buy insurance policy was the "best" available and all I had to do is bring in my broken phone and I would get a new one (from the store).
What they failed to mention that this "new" phone was in fact a refurbished phone and that mine would be sent out and I would have to wait 3-5 days for delivery of a replacement - their solution for my phonelessness was sending me home with a "loaner" phone.
I was seriously regretting my BB insurance purchase at that point - but then things got even more ridiculous today when I had to bring the crappy refurbished phone in today because it was powering off when the phone rings and now won't charge or turn on at all.
Their new Loaner policy makes this BB insurance debacle even more insane.
They now what to charge $50 deposit for a loaner phone while I wait for yet another crappy refurbished phone - AND they wanted me to sign a waiver that allowed them to keep my $50 deposit and charge another $250 to my card if there are problems with the loaner when I bring it back.
The kicker? They wanted me to write my credit card number, exp date and code on a loaner form/waiver, sign it and leave it with them in case they need to run my card when the loaner is returned???
WHAT? I call that an stolen credit card disaster waiting to happen. When I expressed my concern to the manager - I received attitude and sarcasm in return.
So.... after paying for 19mos of insurance, I now have to choice to
1. Sign for a loaner phone with no insurance that I become financially responsible for and expose my credit card info to an unknown number of BB employees
2. I can give up my phone and I wait for ANOTHER refurb with no loaner for "usually less than a week".
I left tonight without the loaner - and will be counting down the days (April 2012! until I can replace my phones and insurance with another company.
I'm sad to say that I used to tell people about BB insurance and their cell buying benefits - no doubt I'll be sharing my terrible experiences instead from now on.
11-27-2012 09:34 AM
11-27-2012 11:01 AM
Does anyone even care that this is happening? Since when did selling electronics mean you have to con people into buying useless Insurance policies?
I have yet to walk into any Best Buy store since my experience back in August and other customers' continued frustration and issues with this poor excuse for an insurance is making sure I continue that trentd.
Your prices are not the lowest. Your service is horrible with long lines and lack of knowledge and care. The one thing you have going for you, which is loyalty to your presense and convenience of being a store that you can walk into, you have quickly shattered with such ridiculous gimmicks.
Good luck on your way down.
11-27-2012 11:36 AM
I do not think that they care. NO ONE has contacted me and asked me about my issues and whether they have been addressed/fixed.