I am very disappointed in the lack of concern for customer satisfaction...

Question

I have previously been totally satisfied with the customer service and friendliness of the staff at Best Buy.  This, however, has taken a turn of 180 degrees.  Recently I purchased 2 smartphones. The salesperson was friendly and very helpful.  At the end of the transaction, he asked if I would like the protection plan for $9.99 a month.  I told him I carried the insurance through Verizon for my daughter's iPhone.  I said I had used it once on one of my daughter's previous iPhones and was not happy that the replacement came with a $150 cost.  He told me that the Best Buy plan was complete coverage with no deductible.  Unfortunately I took him at his word.  Caveat emptor.
Well, my daughter cracked the screen on her 5C and we took it back to the Lone Tree,CO store where it was purchased.  I was obviously miffed when I was told that there was $150 charge for a replacement - in complete contradiction to what I was told when I purchased the plan.  Biting my tongue, I sucked it up and paid the charge.  I was told that the phone would be in the store by Saturday, Feb. 8th.  I said this was fine because my daughter would be home from college that weekend and the exchange would be minimally painful.  Well shockingly it did not arrive until this Monday when my daughter was back at school 80 miles away.  So for the third time, I make a trip to the store to ask if I can have the phone - for which I've paid -  to take it to my daughter and bring her damaged phone back.  (This is exactly what would have happened had I maintained the insurance through Verizon/Asurion except that they would have had it delivered to my door and I would simply ship it back in a prepaid envelope.)  Well, once more the only thing the milque toast manager, Andy {Removed per Forum Guidelines} had to offer was a half-hearted, "I'm sorry, but there's nothing I can do."  I do feel bad for the Geek Squad employee, Jamal who was truly sorry for my horrible experience(s).
I am by no means the best Best Buy customer, but I have spent several thousands over the years on product and many gift cards.  This will be the last dime I or my family will ever spend at one of your stores.
Chagrined,
Mark {Removed per Forum Guidelines}

Answer 1

Dear Mark,
I am glad you reached out to us to give us this feedback from your recent trips to the Lone Tree, CO store for your smartphones. This is not at all the kind of experience we want to provide for our customers and I am disheartened to hear that this has made you want to discontinue your future business with us.
Our Geek Squad Protection plan used to not have a deductible for repair but this changed September 1, 2013. There is no reason that you should have been offered this if your purchase date was any time after that. We ask our employees to remember and stay current with a lot of things so that they may continue to serve our customers with the experience you want to go brag to your friends about and not the contrary.
I would like to reach out to the store and give them this feedback from your multiple substandard visits. I will be sending you a private message to gather some more details so that I may reach out to the store on your behalf. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
 Private Message