So this is mainly going to be me venting, but hopefully it will serve to stop others from getting the black tie protection plan from best buy.
So it starts out when I bought the phone, Droid 1 A855, I wouldnt have bought the plan but I was assured by the sales rep that the plan would allow me to bring in an unusable droid and get a replacement for it immediately, and that if it was deemed repairable I would get a loaner droid and would have my own phone back shortly. With that knowledge and the no deductible I decided to go with that plan, oh and I bought this on the droid 1 release day.
So fast forward to Feb 9 2011. I was using my phone and it kept registering touches on the right hand part of the screen. This happens a couple times during that day and the next. Then the following morning, on the 11th, the sensors on that part of the screen stop working altogether. So I take it into best buy and start the process of getting it repaired/replaced. When I get in there they look at it, and had to talk to like 4 people because noone seemed to know how to process the claim. So they start putting things into the computer and say they will have to send it out, at this point I mention that I really need it back the next week, they assure me that the process generally takes 3-6 days and that they would overnight it to the repair center.
At this point everything seems good, and then they go and get me a loaner phone. They come out with an LG Ally, so I told them that I was told I would receive the motorola droid as my loaner phone when I bought the plan, to this they said the sales rep didnt know what he was talking about. So I reluctantly take the phone thinking I should get my phone back in a week.
Fastforward 6 days and I hadnt heard anything, so I give the store a call and ask for an update. Took them like 15 minutes to look up this information, being put on hold without them asking or telling me I would, and he comes back and says that he has no update because it hasnt gotten to the repair center yet. I informed them I was assured that when it was dropped off that it was being shipped out overnight, again I get put on hold without being told, 10 mintues later they come back on and say that they were mistaken and that the phone was at the repair center but that it was just waiting for a technician to update the record on it.
Fastforward 16 days after I dropped my phone off. At this point I still had no understanding when I would get my phone back and had simply gotten 2 emails saying that my phone was being worked on. So I go into the store and ask them for an update. They pull up the record, takes them a lot less time when you are there to watch them, and say that it shows the phone was delivered to the repair center 2 days ago. So I get a bit agitated and ask them why overnight shipping takes two weeks and ask why I was lied about the shipping by not one but two associates, never got an answer. All he said is that he would put an order in to expedite the shipping back to store and was still not given any kind of time frame as to when I would have my phone back. I will return this Saturday if I have not received the phone and try to get answers again.
From looking around on the internet this seems to be the common story that pops up when talking about best buys mobile protection plan. So if any of your are considering it, do yourself a favor and opt for the cheaper verizon plan with the deductible. I dont understand how they can get away with falsely selling their own insurance plan.