Best Buy, Black Tie Protection, and broken EVO... OH MY
A month ago I was getting out of my car, went to shut the car door, and dropped my EVO.
I immediately saw that that the screen was shattered. It still worked, but the entire front looked like a spider web. (No I didn't have any kind of protective case)
I thought to myself, "It won't be so bad, I purchased the Best Buy Black Tie Protection plan".
I took it up there, and the guys at Best Buy gave me a Samsung phone as a loaner. Its not the EPIC, and its not close to the EVO. They told me repairs would take about 1 week.
That happened around mid August. Today I went up there, because its been over a month, to see what was going on. They told me there was a shortage of parts and there is no completion date listed. So I asked about an escalation and to be put on the front of the list to get a new EVO. He said he could do that but they had no EVOs and didn't know when they were going to get any. He then told me he would escalate this for me and put me on the list. I looked at him and said, "no offense, I am not leaving till I see you put my name on a list". The employee takes a piece of paper off the printer and starts a list. Now here is what I don't understand. Everyone is sold out of the EVO. I know BB was taking pre-orders a month ago when my phone broke, so there was a list. He told me there was no one on the pre-order list and that I would be first. I took down his name, the date, and when he said.
Needless to say I don't believe him at all. I am going to walk in later this week to ask about the EVO and ask to see my name on the list. I don't expect the list to be found, nor any news on the EVO, nor any chance of getting a replacement.
I understand that the EVO is out of stock everywhere and there isn't much they can do. But I definitely don't like the way this is being handled.
If I understand the terms correctly the Black Tie Protection costs $10 a month. If the phone is not repaired within 30days, they are suppose to ask for an escalation and get you a new phone. I don't expect that is going to happen.
WHERE ARE ALL THE EVO's
Also, yes I know about the other insurance plans. I decided on this one because I didn't have to pay $150 dollar deductible.
So yesterday afternoon I called the BB, because I noticed BB had EVOs in stock on their website, and asked if they had any EVO's in. The salesmen replied no but they were taking pre-orders. (The salesmen was the same person I spoke with the day before.) I asked how many pre-orders he had and he said 3-4. I remember him telling me I would be at the top of the list so I decided to go in today to follow up to make sure I was on the top of the list. The person I spoke with on Monday wasn't there but another BB mobile salesmen helped me. Let me just say it was a night and day difference.
I asked him if he had any EVO's in stock, he replied no. I asked to speak with a manager, and he asked what was the issue. I told him that my EVO had been at geeksquad for over 30 days, and before I could finish the sentence he said,"then we need to find you a new one". He finished helping the previous customer and then started calling around. He couldn't find any EVO's at the local stores in the city and told me there were some coming in a couple of days. He took a copy of me geeksqaud form and put it on a pre-order form and put it at the top of the list and told me I would be the first person to receive one. NIGHT AND DAY DIFFERENCE!!!! I asked the salesmen if he had seen the piece of white printer paper w/ my name on it. It was no where to be found, like I thought. I told him that I wasn't happy with the service I received the day before. He shook my hand and apologized sincerely.
I will update in a couple of days to whether I have received it or not. But I do want to go on record that the other salesmen, was horrible. The one that helped me today was awesome.
After 40 plus days evoless, BB finally replaced it with a brand new phone. They said they can't get the parts in to fix them and it took them 1.5 weeks to get a replacement in. I had to hound them several times in the last few weeks. They were suppose to call me when they came in. I called today because I saw that BB had them on their website. And they asked me my name and said,"Yes we have one for you". They also said that everyone that had them sent in for repairs is getting new ones because they couldn't get the parts.
Now, if I didn't have a such an "indemand" phone. Would the turn around time probably have been better? WHO KNOWS.
I will not trust BB again with this. I am just glad to get a brand new phone.