I'm trying to clear some of the confusion up here. I have a friend in Geek Squad who was willing to help.
The Black Tie plan does not guarantee you a new phone right away, but you will be taken care of. Sometimes there are phones that get exchanged out right away, but that really only happens if they do not have any parts available to fix it anytime soon. To be eligible for a new phone, you must have completed 3
qualified repairs (through geeksquad or mfg) then on the 4th time it has to go out, they will allow you to get a new phone. Sometimes, you are able to get a new phone sooner, and this happens when they get the phone at the service center and determine that the cost to repair is greater than the cost of the product.
From the terms and conditions about the No Lemon Policy:
http://www.geeksquad.com/uploadedFi...s/black_tie/1941-0230921-terms-conditions.pdf
G. No Lemon Policy.
"After three (3) qualified service repairs have been completed on an individual product and that individual product requires a fourth (4th) qualified repair, as determined by us, we will replace it with a product of like kind and quality that is of comparable performance or reimburse you for replacement of the product with a voucher or gift card, at our discretion, equal to the current market value of the product, as determined by us, not to exceed the original purchase price of your product, including taxes."
During the first year, all repairs not considered accidental damage are repaired under manufacturer's warranty which means generally that all they can do is repair it; manufacturer's try and do everything they can to prevent getting the product returned to them because they take the cost hit instead of geek squad.
As far as the deductible goes, its more of a temporary deposit, or that's how it should be. In my area the deposit is $50 (and I thought this was a constant all around. I'll have to check on that), and you get it back when you return the phone; they just need it in case you damage that phone. I've seen it happen. There are no deductibles for service so if they are keeping your money, pull up the terms and conditions and your receipts, and ask for your money back. No, they're not smart phones but there's just too much liability cost with those. Its an inconvenience, but verizon doesn't offer you anything. You do have the ability to call verizon (or have the mobile guys call them for you) and temporarily suspend your data plan to that you are not paying for time you're not able to use it. Geek Squad has one month to fix the phone, regardless of what they quoted you at the counter (because things may happen such as having to wait for parts from the mfg) but if they take longer than 30 days, especially without calling you, any service that you had to pay for is refunded and they should take immediate action to fix the situation, even if that means getting you a new product right away.
Verizon's terms are very sketchy with their plans. They USED to have a no lemon policy, but I was just informed that they don't do that anymore. Even when they did and I was trying to get a new phone after bringing mine to them for the 6th time, they kept pointing out various loop holes that prevented them from owing me a new phone. All the refurbs they gave me were crap and had even more problems than the one I just turned in. As I hinted to, Verizon no longer has that no lemon policy, so they will keep giving you crappy refurbished phones.
I hope this helps.
