I need to file a compliant to Corporate since the store is no help!

Question

First of all I want to say that I am HIGHLY disappointed and upset with the service I received from your Fair Oaks, VA Store. I been going to this location for years and I haven't ever had an issue until I purchased a new phone with your mobile department.
11/12/14 I went in because my device broke, I wasn't sure weather to buy a new one or send my broken one in. I ended up buying a new LG G3 from Sprint. I am doing to Easy Pay through them so we are talking about $500+ on a phone. I liked the phone very much.
12/01/14 in the morning the phone just completely died on me. The phone wouldn't charge, I tired taking the battery out and leave it out later I put it back in. I would hold the power button to see if it would turn on but nothing happened. Completely crashed on me. The phone was charged so I knew it wasn't a dead battery.
12/02/14 I went in to the location and I was helped by a gentlemen at the mobile department. While he was writing on some boxes and trying to help me at the same time (because that shows full, undivided attention to the customer) I had explained my situation to him and asked him if I can get a new device since the phone completely died. His response right of the back "There is nothing I can do because it's out of the 15 days return policy." He also advise I can check with Sprint but I didn't buy the phone with them which I didn't understand how that would help. Since the gentlemen already said there is nothing that can be done for me and I need to submit it to Geek Squad since I have insurance with them. So now I need to pay $500+ on a REFURBISHED phone when it was only few days out of the 15 day mark.
 12/04-05/14 I spoke with the department manager figuring maybe there is something she can do since she is the manager but that was a dead end conversation too. She told me there is nothing she can do and I need to submit it to Geek Squad and there should be no deductible. I also called LG directly and they advised to speak with Best Buy, once again, since I bought the phone there and Geek Squad can only provide refurbished phones. The department manager also loved saying very smart remarks to top everything off.
I find it very ridiculous that there NOTHING that a big company as Best Buy, can't do anything for their customer since I was given a defective device from that location.
12/08/14 I submitted a claim since I am not getting any help, I also called them and they told me that they only send out refurbished phones even though it was less then 30 days of my purchase. They also told me that I need to pay and ADDITIONAL $150.00 so I can get the replacement. But that is not what your department manager said, she said I don't have to pay anything since its a manufature issue but I do. So now I have to pay $600+ on a refurbished phone.
There is always something that can be done its just up to the person weather they want to do it or not. All I wanted was to get provided a new phone. I didn't want to exchange it or get my money back. I was with out a phone for several weeks because of this and I need my phone since its my point of contact. I will not be coming back to that location since the employees are very quick just to push their customers out the door and do not want to do anything to help. Seems that "There is nothing I can do." is a faster of a response then actually trying to do something for your customer. I worked in retail and there is nothing more frustrating and aggravating to get from an employee "There is nothing I can do." That is definitely not customer service. Neither of your employees took their time to help in anyway. I also tried emailing this to the stores contact listed on the website but one email bounced and the other I recevied no word. And sadly I still have the broken phone.

Answer 1

Hi AReyes42,
Given you had just purchased this phone 20 days before it became defective, I of course can understand you being upset by the described experience. I honestly wish the representatives you spoke to had been clearer in their advice to you.
Our return or exchange period for contract based phones is 14 days from the date of purchase. After that timeframe has past any defects or damage would need to be addressed by any coverage on the phone. Your phone has two types of coverage. It has its manufacturer’s warranty and the Geek Squad Protection (GSP) plan.
The manufacturer’s warranty should cover any defects within the first year of owning the phone; while your GSP would cover beyond that time, and any covered damage within the first year. Since you are claiming the unit is defective it should be covered by LG’s warranty, and you will need to work with them to get the phone repaired or replaced.
We could request a refurbished replacement under your GSP, but per the terms of your GSP you would be charged a service fee, and for a smartphone the service fee is $150. Since LG should not be charging to repair or replace your phone, under their warranty, I once again highly recommend you work with them towards getting this resolved.
I have filed a formal complaint on your behalf, and if you do have any questions for me please post back to this thread.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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