best buy warranty process/questionsGeneral


Last Updated:

  1. bostontom

    bostontom Member This Topic's Starter

    Joined:
    Apr 8, 2010
    Messages:
    22
    Likes Received:
    11
    can't take the phantom swipes any longer. i bought the $10/month warranty through best buy when i pre-ordered, so i'm going to take it in and get a new phone. has anyone been through this process? from what i understand they take my old incredible and i will have a new one mailed to me. i have a few questions:

    am i safe in assuming i will have my phone in hand in 2 weeks?

    my plan is to back up internal and sd cards to memory and then factory wiping it, any other suggestions?

    will it be any use bothering them for a free pack of screen protectors? it wouldn't be a big deal but they are relatively expensive, and now i need to go buy a new pack because the phone they sold me was defective?

    what kind of a temporary phone can i expect from best buy? do they have guidelines, or is it just any smartphone they have available?
     

    Advertisement
  2. jamor

    jamor Well-Known Member

    Joined:
    Apr 13, 2010
    Messages:
    3,688
    Likes Received:
    761
    From my experience with best buy, a repaired/new phone can take anywhere from 2-6 weeks. If you google the Best buy cell phone insurance you can also see other peoples experiences - many negative.

    Also, in general they provide you an old used dumb phone that you have to put a $150 deposit on until you return it.

    You won't be getting a smartphone. If you do, let me know - but from past experience and reviews, they don't do this.
     
  3. bostontom

    bostontom Member This Topic's Starter

    Joined:
    Apr 8, 2010
    Messages:
    22
    Likes Received:
    11
    ahh lame, i went into a best buy to ask about this and they let me know i would DEFINITELY have a smart phone but I'll let you guys know. I will be calling verizon if they stick me with a dumb phone for 4 weeks while i'm paying for a data plan.
     
  4. BetaMan

    BetaMan Well-Known Member

    Joined:
    May 4, 2010
    Messages:
    438
    Likes Received:
    55
    I was emphatically told (when I purchased my DInc from there) that if I bought their insurance, I would DEFINITELY get a new DInc (or and upgrade, if the DInc isn't made anymore). That is why I purchased their insurance. Also, I was told that BB didn't have a deductible either, unlike the other insurance from Verizon. You pay the deductible and get a used phone. (I've only used that insurance 2 times ang got new phones both times though)

    I would love to here how this works out. If you have a bad experience with it, I'll probably cancel mine and just use Verizon's Insurance.
     
  5. jamor

    jamor Well-Known Member

    Joined:
    Apr 13, 2010
    Messages:
    3,688
    Likes Received:
    761
    User-

    "I have cell phone ins through best buy. I purchased this as I was told if I had a problem they would replace the phone (this is not correct) This is the second time in 2 months time that my cell phone broke in the same place. The 1st time it came back in 2 1/2 weeks (after I had to lay out $150 deposit for piece of crap phone) I had my phone back for approx 3 weeks and it broke in the same spot AGAIN ! My phone now has been out for repair for 1 month and 1 week!!! (again I had to put out $150 for a crap loaner phone) When I asked the Mobile Dept what the policy is I have gotten several different replays ALL SNOTTY !!!! I would just like someone to give me a clear cut answer!!! How long before they realize they need to replace my phone ????? I will never ever get the BB insurance or suggest it to anyone. The Mobile Depart has been of no help at all !!!! DOES ANYONE KNOW WHAT THE SILLY POLICY IS ???????"
    -----------------

    User -

    "Does anyone know what the best buy policy is on cell phone insurance?? i cannot get a straight answer at all from my local mobile best buy, cell phone has been sent out for repair twice now and I currently have been waiting 1 month + one week and still no cell phone!! In the mean time stuck with a loaner phone ($150 deposit) that is not even equivalent to my own cell phone. I will never purchase cell phone ins with best buy again !!! it stinks and no one can even tell me the policy !!!!"
    ----------------

    User -

    "You might notice the warranty is in quotes.. January is my Worst Buy story..

    In January of 09 I bought the Blackberry Storm for Verizon wireless. I already was enrolled into Verizons insurance program when the sales associate convinced me that the Black Tie Protection was the best program. Long story short I opted for the Black Tie program because I was told it is a $0 deductible and my phone was replaced at a Best Buy store if it was broken. A month later I accidentally dropped my phone and the screen broke. (Clearly my fault) I go to Worst Buy the next day to get my phone replaced where the sales rep explains to me that it cannot be fixed or replaced in the store and had to be sent out. I am a little frustrated only because I was misinformed by the previous sales associate. I asked how long it would take to come back my reply was "Not too long". 2 weeks later I go back to check the status.. The phone had just gotten to the service center.. Keep in mind I saw the associate print the shipping label, which is a 2 day shipping. So that means for a week and a half the phone sat at Best Buy. Ok fine, again I broke the phone so I can't be too mad. I ask the associate to see if he would be able to tell me around when it would be completed... There was no ETA, he said "it could be awhile". Now mind you, had I kept the Verizon insurance, I pay a deductible and the phone would have been in my hands the next day. Today I call again to check the status, my target completion date... MARCH 22, 2009. That is FIVE weeks. I have older phones to use so I opted to not pay the $150 refundable deposit for a beat up loaner phone. (which also keep in mind the loaner phone WILL NOT be a Blackberry.) I have tried to contact managers about this situation and you get the same response. "I'll look into it" or "I'll have someone contact you". All I notice in here is people who work for Best Buy and continue to make excuses. I don't want you to reply to my post with "sorry to hear that" That is not going to change the fact a Best Buy employee gave me incorrect information and I am out of a $300 phone for FIVE weeks. That is absolutely absurd. $10 a month for aggravation. Best Buy's customer service is nonexistent. I can only hope this post encourages new buyers to reconsider opting for the Black Tie Protection "Warranty" Do not waste your money, pay for your service providers insurance, you might have to pay a deductible, but at least you won't be without your phone for 5 weeks. Trust me, Best Buy is not going to go out of their way to make you happy, that would be too much effort for them. BUYER BEWARE!!!"
    ------------------

    Best Buy Employee -

    "Unfortunately Black Tie Protection on Cell Phones cover the following (If I remember correctly, but then I am an Agent and do not sell phones):

    1) Water damage, not full submersion
    2) Any physical accidental damage that is during intended use (running over with a car or bullet holes are not covered)
    3) Does NOT cover theft or loss

    This of course means that the suspect will need to be shipped out for any repairs necessary unless it has a special warranty contract between Best Buy and the MFG.

    And the turn time for shipping out takes 2-4 weeks. Also, it goes to an independent third party repair facility since Geek Squad does not yet have an in-house repair facility for phones.
    -----------------------------------------------------------------

    Geek Squad Counter Intelligence Agent."
    ------------------------

    Best Buy Employee -

    "
    1. The loaner deposit is $150. You should not be getting any different answers.

    2. If it has been at the service center for more than 30 days, the store can put in an escalation for it to be approved for replacement.

    3. You were misinformed at the time of purchase. The policy for the Pre has never included in-store replacement. Prior to January 25, it went through Rapid Exchange, which had a turn time of 7-10 business days. Now, it goes through normal repair, which takes 2-5 weeks.

    4. The loaner is not meant to match your previous phone. It is a basic phone which is only meant for calls and texts."
     
  6. BB2DROID

    BB2DROID Well-Known Member

    Joined:
    Jan 11, 2010
    Messages:
    85
    Likes Received:
    17

    I was told the exact same thing, it is a lie! They will try to repair it first, which could take over 2 months.
    Took my droid inc back because the screen stopped working. They sent it to Black Tie repair facility, even thought it should have been sent in for warranty repair. Black tie had it for 3 weeks before they determined it should be sent back for warranty work. The repair facility has had it for three weeks now and they don't know when it will be repaired. They can't begin the process to replace it until the 2nd facility has had it for one month. In the mean time went to verizon and they said that I should have just taken it to a corporate store and they would have it replaced ASAP, usually a couple of days tops. Cancelled the repair since BB can't give me a date or even ballpark when (if) it will be repaired. Still waiting, took it in June 17. Black Tie is a joke avoid at all costs!!
     
  7. yojoe600

    yojoe600 Well-Known Member

    Joined:
    Apr 14, 2010
    Messages:
    2,188
    Likes Received:
    207
    yea i bought mine from best buy but stayed away from their insurance since its a bunch of crap
     
  8. euph_22

    euph_22 Well-Known Member

    Joined:
    Feb 24, 2010
    Messages:
    2,634
    Likes Received:
    595
    They didn't even TRY and sell me insurance. I even ask about the monthly cost (just to make sure it was based on full price, not subsidized). The told me and moved on.
     
  9. homieg

    homieg Active Member

    Joined:
    May 30, 2010
    Messages:
    35
    Likes Received:
    8
    This is total BS. I also have bestbuy insurance and was only sold on it because of what the sales person told me. He even went to say that they'd give me a brand new one on the spot if they had some. From what all you are saying, it sounds to be a lie. Im going to bestbuy sometime this week to ask them about this..if they don't promise what they originally told me, I'm canceling.
     
  10. jamor

    jamor Well-Known Member

    Joined:
    Apr 13, 2010
    Messages:
    3,688
    Likes Received:
    761

    Test them, pretend it fell in a pool or something. See what they say.

    Let us know how it goes. Maybe some managers can pull strings, but I know for a fact that the stated policy is you send in your phone for 3-6 weeks and put down $150 for a dumb phone loaner.
     
  11. acidburn07

    acidburn07 New Member

    Joined:
    Feb 10, 2011
    Messages:
    1
    Likes Received:
    1
    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.
     
    Sizzlemoonsong likes this.
  12. tmarr

    tmarr Well-Known Member

    Joined:
    Oct 25, 2010
    Messages:
    220
    Likes Received:
    15
    Bought mine at Best Buy and they never offered me their insurance on it. He asked if I wanted the Verizon extended warranty or the warranty through Verizon. I chose the $1.99/month extended warranty through Verizon and no insurance. To be honest I never even knew Best Buy had their own insurance plan. Usually they are crap though. I worked at Circuit City and all the insurance replacements took 1-2 months to get back because they always "try to repair it" first before sending out a replacement.
     
  13. CameronCrazy

    CameronCrazy Well-Known Member

    Joined:
    Feb 1, 2010
    Messages:
    55
    Likes Received:
    11
    fwiw my roommate had a great experience with their protection. My roommate had actually bricked his phone. It would only turn on to the boot up screen which was a custom one so we poured pop into the charging port until it would not turn on. Yes it did take about three weeks, but when they decided it could not be fixed and to replace it. They still had incredibles to replace it with but when he said he was wanting to get the thunderbolt they issued him store credit for the phone ($600 plus the tax). With the rumors of the thunderbolts price, looks like he might have to pay a little more to get it, but I would consider this best case scenario. He was happy enough with the process.

    Also, whether your phone were to fall in a pool or not, dont say it did as complete submersion in water is not covered. But nevertheless, liquid damage is usually the best way to go. I think they look at things like screens, much more replaceable than water damaged things.
     
  14. euph_22

    euph_22 Well-Known Member

    Joined:
    Feb 24, 2010
    Messages:
    2,634
    Likes Received:
    595
    Hmmm...I'm not sure I'd admit to being an accessory to insurance fraud. I personally try to avoid publicizing my felonies.

    You can also get very similar service from square trade, State Farm (depending on your state) or a number other 3rd party carriers WITHOUT the 3week wait. Maybe not quite as good ($500 minus deductable, although many places don't have deductable), but still a very comparable situation. And they charge FAR less for the coverage.
     

Share This Page

Loading...