ResellerRatings Store Ratings - View Single Post - Best Buy;CLASS ACTION LAWSUIT;Cell Phone Replacement Program

MilitaryOfficer · 11-19-2004, 07:57 PM

I’m collecting information and intend to file a CLASS ACTION LAWSUIT against Best Buy. Best Buy’s (August, 2004) implementation of their new policy is inconsistent with the original Product Service Protection Plan (PSP) for my Sprint cell phone which I bought less than one year ago (December, 2003). POC is myself at coairborne@hotmail.com

The collective attitude of everyone (at that is ZERO hyperbole) is ‘This is Best Buy New Policy. You are screwed. If you don’t like it Tough Luck’. This attitude is reflected from the Best Buy from the store manager (Colorado Springs), Best Buy Wireless customer representative and supervisor to Best Buy Corporate.

Best Buy gets an F for it’s Product Service Protection Plan (PSP) for # reasons.

Best Buy has made TWO significant customer non-responsive changes regarding PSPs for cell phones only. The new policy was changed WITHOUT NOTICE TO CUSTOMERS effective August, 2004 (Source: Customer’s talk with Dennis, Supervisor of Wireless on 14NOV2004) and Tonya, Customer Service representative at Best Buy Corporate (Friday, 19 NOV 2004).

1) Cell phone replacements are NO longer allowed or performed at ANY of the Best Buy Stores. Source: Tonya said (19NOV2004) that the reason was because a lot of phones were replaced that were not actually defective.

2) Customers are required to contact Best Buy 888-BEST-BUY which is not manned during the same hours as store hours (select the following options 2 for Service, 4 for Wireless and 1 for PSP).

3) Best Buy DEMANDS that your replacement phone be of the SAME CARRIER that you had previously. In the past (on two previous occasions) when in-store replacements were allowed you were informed which of the various phones form various carriers constituted “comparable”

4) You are without an operational phone for FIVE DAYS. Delivery Turnaround time of new phone. Customer submitted request for replacement on Sunday, November, 14, 2004 at 5 p.m.

a) Credit card required. When you call 888-BEST-BUY the Wireless Section will ask for your credit card as collateral to insure you return the replacement phone.

5) Training Issue Corporate not on same ‘sheet of music’ as local stores. Dwayne, Store Manager, Best Buy, Colorado Springs (Store #0298) said that the turnaround and delivery time is “…anywhere from 3 to 10 days” but when you talk with Best Buy Wireless section they tell you turnaround time is anywhere from 3-7 business days.

6) Quality Assurance:
Grade F=Email notification doesn’t work. During your first call with Best Buy they will ask for an email address in order to notify you of the status of order but a) no email was ever received compelling customer to make a second phone call to check on status.

11-19-2004, 07:57 PM	#1 (permalink)
MilitaryOfficer Registered User Join Date: Nov 2004 Posts: 2	See today's most popular deals at » Best Buy;CLASS ACTION LAWSUIT;Cell Phone Replacement Program I’m collecting information and intend to file a CLASS ACTION LAWSUIT against Best Buy. Best Buy’s (August, 2004) implementation of their new policy is inconsistent with the original Product Service Protection Plan (PSP) for my Sprint cell phone which I bought less than one year ago (December, 2003). POC is myself at coairborne@hotmail.com The collective attitude of everyone (at that is ZERO hyperbole) is ‘This is Best Buy New Policy. You are screwed. If you don’t like it Tough Luck’. This attitude is reflected from the Best Buy from the store manager (Colorado Springs), Best Buy Wireless customer representative and supervisor to Best Buy Corporate. Best Buy gets an F for it’s Product Service Protection Plan (PSP) for # reasons. Best Buy has made TWO significant customer non-responsive changes regarding PSPs for cell phones only. The new policy was changed WITHOUT NOTICE TO CUSTOMERS effective August, 2004 (Source: Customer’s talk with Dennis, Supervisor of Wireless on 14NOV2004) and Tonya, Customer Service representative at Best Buy Corporate (Friday, 19 NOV 2004). 1) Cell phone replacements are NO longer allowed or performed at ANY of the Best Buy Stores. Source: Tonya said (19NOV2004) that the reason was because a lot of phones were replaced that were not actually defective. 2) Customers are required to contact Best Buy 888-BEST-BUY which is not manned during the same hours as store hours (select the following options 2 for Service, 4 for Wireless and 1 for PSP). 3) Best Buy DEMANDS that your replacement phone be of the SAME CARRIER that you had previously. In the past (on two previous occasions) when in-store replacements were allowed you were informed which of the various phones form various carriers constituted “comparable” 4) You are without an operational phone for FIVE DAYS. Delivery Turnaround time of new phone. Customer submitted request for replacement on Sunday, November, 14, 2004 at 5 p.m. a) Credit card required. When you call 888-BEST-BUY the Wireless Section will ask for your credit card as collateral to insure you return the replacement phone. 5) Training Issue Corporate not on same ‘sheet of music’ as local stores. Dwayne, Store Manager, Best Buy, Colorado Springs (Store #0298) said that the turnaround and delivery time is “…anywhere from 3 to 10 days” but when you talk with Best Buy Wireless section they tell you turnaround time is anywhere from 3-7 business days. 6) Quality Assurance: Grade F=Email notification doesn’t work. During your first call with Best Buy they will ask for an email address in order to notify you of the status of order but a) no email was ever received compelling customer to make a second phone call to check on status.