NEVER GET YOUR CELL SERVICE FROM BEST BUY

Question

Never again will I get my cell service through Best Buy, here's why.
In Nov of 2012 I decided to change my cell service to AT&T. I went to the ATT store and to Best Buy in South Nashua, NH to investigate the price plans and cost of the phone. I was going to buy a Samsung Galaxy S3, (top phone at the time) everthing was exactly the same at the two stores except for one thing, the insurance. The insurance from BB had unlimited claims, a lower price and no deductible. The sales agent from BB noted the process worked as follows "You bring your phone in, we ship it out to be fixed and give you a loaner phone. The loaner phone will not necessarily be a S3 but one that is equal to it." This is what other friends of mine had told me too, and that was the reason I went to check out Best Buy. Since everything was equal I decided to go with Best Buy ONLY BECAUSE OF THE INSURANCE OFFERED.
Now, March of 2014 I have a problem with my phone and it needs to go in for repair. I'm still under contract with Best Buy. I wait in line for at least an hour (did you know that you need to call ahead to make an appointment? I do now.), I tell the customer service guy my problem and he prepares the phone to be shipped out. Then he brings out the loaner. It's a Pantech P7040, a ghetto version of a black berry from 5 years ago. Not an Android phone, not a smart phone, not anywhere even close to what my Galaxy S3 is. I made note of this fact to the gentleman and he said it was the best they had for loaners. I then informed him that I USE my phone for work. Numerous apps in there that I really use EVERY day at work. I travel and my phone's apps are super important. We had some discussion about this situation that I would now be in and how the salesman informed me that I would be given a comparable loaner if I ever need to bring my phone in when they were selling me the service plan. This guy told me they used to do that but don't do that any more. I said that this does not weigh very favorably with my choices of whom to use to when renewing my contract. He told me that he didn't care. It's not his rules.
I realize that you don't make the rules you only follow them but still, the salesman told me (and apparently many other people are complaining about this at BB) that I would get a "comparable loaner" to my phone. The customer service guy said that they stopped that policy back in November or December of last year. I told him that I realize policies change to maintain efficiency but I bought a specific service and they need to honor what they sold me. You can't sell a service and then not give the customer what you sold them because you no longer like that policy, you can change the policy with the new contracts you sell if you want. He told me "If you read the entire contract, it doesn't say it anywhere in there that they will give you a loaner phone." Ya that's fine, but the salesman told me they would, that's an oral contract and is binding in a court of law. He then told me that they didn't have to give me a phone at all. (That didn't help this situation) I then informed him that if I had come in here and was told that I would not have a phone for a week "I would #$@% explode!", "Considering the fact that I was told I would get a comparable loaner, and then told that I wouldn't get any". I also asked that since I was traveling when my phone broke, could I call ahead to the store to have them order a replacement that I can pick up when I come home. "No, we have to see the phone first and send it out."
My repaired phone or possibly a replacement might be available by Wednesday. However, I leave for work again on Tuesday so I'm without my smartphone and stuck with this ghetto junker for over a week until I get back. This is not the service that I was sold and this is not the service that I was expecting. This wasn't one rogue salesman lying to customers to get sales, it was the company's policy to inform customers that they would get a comparable loaner phone. BB is liable to honor their oral contract with their customers. I would like my money back for the the service contract. I will NOT be back to BB to renew my cellular service. My intentions are to inform others that Best Buy salesmen will tell you what you want to hear in order to make a sale.

Answer 1

Hello,
I was quite disheartened to read about your experience in seeking repairs for your Galaxy S3. It sounds like your visit was less than ideal with the long wait and a store representative who was less than sympathetic. We strive to provide superior service and I very much regret that we didn't live up to that goa, or to your expectations of us.
The loaner cell phone program and Geek Squad Protection (GSP) are separate things. Any of our customers were permitted to take advantage of a loaner phone if they needed one even if they did not purchase GSP. While some stores still have phones that can be provided as loaners, you were informed correctly that the program was discontinued last year. If you wish, you may obtain a prorated refund for GSP by visiting a Best Buy store with your original GSP purchase receipt. 
I'm disappointed to read that this experience may influence your future shopping destination. It is my hope that you will one day give Best Buy another chance to win you over. Please know that I'm grateful that you wrote to us about this.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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