Mobile Phone Black Tie warranty Issues.

Question

In Short: If a Best Buy sales associate tells you that they "simply replace your phone if it is broken" if you purchase the Black Tie warranty - it is most likely a lie.
I purchased a Droid X on 8/12/10 at the Margate FL(Store # 1424), Best buy Mobile. While the phone was being activated, the salesperson told me that I should purchase the Black Tie warranty. I was told verbally that it was a bit more expensive than the carriers warranties, but that the advantage was that if the phone was badly broken (not wear damage like scratches or battery failure) they would simply replace my phone and I would not have to go through the normal hassle of sending the phone out for repair.
On 9/6/10 (less than a month after the purchase) the phone stopped charging. There was nothing wrong with the charging port itself - it just seems the charging circuit stopped functioning. On 9/7/10 I took the phone in to Best Buy in Boynton Beach (Store #00808 as it is closer to my home) to see what my options were for service. Juan in the Mobile department was very helpful, but told me right away that they do not replace smartphones under any circumstance (only certain low end pay as you go phones) and that the sales associate in Margate told me something that was definitely not the policy of Best Buy's Black Tie warranty, no matter what I was told in order to get me to purchase it..
The phone was sent out on 09/07/10 (The Service Order is 00808957341909 with 33461 as the zip) I have called Juan at Best Buy mobile several times - and though he has been exceptionally professional and help and I was told the issue would be escalated to the manager for review several times - it is still out "awaiting parts" nearly a month later.
Best Buy has now had my phone (which suffered from a manufacturers defect) longer than I have. Add to that I believe I am paying $9.99 a month for the WORST possible warranty option (compared to the manufacturer or carrier) and was lied to by the sales associate who sold me the warranty. 
I am pretty sure the sales associates replacement reference when I bought the Black Tie warranty is considered an 'oral contract' in the State of Florida and as such I will be contacting the Attorney General with this information as 3 others in my office all purchased the Black Tie warranty from Best Buy with their phones and all 3 were told the same thing about the phone being replaced with the Black Tie warranty.
I would like the manager from #00808 or  #01424 will contact me about this issue, and make good faith efforts to get it resolved amicably.

Answer 1

Greetings all,
I just wanted to pass along some information to you concerning the Black Tie protection plans that may help clear some things up. Phones are only replaced instore under exceptions generally decided by a manager, every phone for the Black Tie protection plan needs to go to the service center first. They attempt to repair the phone, and if it's not reasonably repairable it is posted for "junk out." At that point your recieve a store credit for up to the full retial value of the phone. With that store credit you can purchase another phone - doesn't have to be the same phone, it could be a different phone. This is a BRAND NEW PHONE!!! Never been used by anyone. Any service provider insurance policy provides you with a referbiushed phone which, many times, have problems of their own - not to mention the deductable you have to pay in some cases.  The service center has to do something with the phone whthin 30 days of recieving the phone...ie: it needs to be shipping back ot you or approved for junk out etc. If not, the store can make a request to have the phone junked out anyway. Then you get your store credit and your new phone.  Please keep in mind it's 30 days from the time the SERVICE CENTER recieves your phone, not the store.  Also during the time your phone is out for repair the Best Buy Mobile location has loaner phones available. You'll want to check with the specific location on what phones they have available etc...
If you want to discuss the issue with a manager I would recommend stopping in or calling the store to speak with them, many times detials that are helpful can be skewed or not explained correctly when they go through multiple people. I know they would want to deal with the entire issue to make sure that it was 100% resolved.  
I hope this info helps. Please let me know if you have other questions.