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

goose2006 · 12-23-2004, 11:47 PM

As a Best Buy tech, I'm the person people come to regarding issues with their phones under the PSP. While I agree that it is an inconvenience to wait 3-7 days for the replacement phone to arrive, the policy was instituted both with the best interests of Best Buy and the customer in mind. Because phones under different service providers from different manufacturers are different, they have always been handled differently, depending on the leeway that they give us. What was frequently happening is that the employee (ie the tech) would tell the customer one thing, only to find out that the situation had to be handled differently. A common misconception is that the PSP (performance SERVICE plan) is some sort of replacement plan, where no matter what it will correlate into a new phone. The best way i can describe the PSP is like the warranty you get with a new car. If you drive your new GM into a lake, it obviously would void the warranty. Same with a PSP, if you spill a coke on it or drop it, it is not going to be covered. If your new GM has the engine blow up on it, you will not be given a new one, instead it will be fixed by the mechanics. If you read the brochure that came with your PSP, you will see that it states that the product will be fixed, or replaced if it cannot be fixed. The fact that sometimes we are given the leeway to actually replace phones for people (which is an added bonus that occurs in a set of circumstances) had many people confused about how things would be handled. This new policy is designed to have the customer speak with a specialist about what is to be done with that specific phone. As a verizon customer, i have had a phone replaced for me under manufacturer's warrenty, and i can tell you that the PSP is much more convenient. I had to drive 15 miles to the corporate store, wait in line for 20 minutes, then have them mail me a new phone two weeks later. As it was my only phone, it was a major hassle, so I can sympathize. However, I was not upset at verizon for this, it is their policy. My best advice is read the PSP brochure to fully understand what you are getting... it is a great program and i see tons of people take advantage of it, this is merely a step to ensure that it is not people taking advantage of us, and in truth, it beats sending the phone off to the service center for 2-3 weeks as was sometimes the case before the implementation of this new policy. Bottom line; the people you speak with at best buy are going to do their best and help you out, and will fully live up to what they are obligated to do, which is stated in the brochure that your PSP is printed on.

12-23-2004, 11:47 PM	#7 (permalink)
goose2006 Registered User Join Date: Dec 2004 Posts: 1	See today's most popular deals at » replacement of cell phone under PSP As a Best Buy tech, I'm the person people come to regarding issues with their phones under the PSP. While I agree that it is an inconvenience to wait 3-7 days for the replacement phone to arrive, the policy was instituted both with the best interests of Best Buy and the customer in mind. Because phones under different service providers from different manufacturers are different, they have always been handled differently, depending on the leeway that they give us. What was frequently happening is that the employee (ie the tech) would tell the customer one thing, only to find out that the situation had to be handled differently. A common misconception is that the PSP (performance SERVICE plan) is some sort of replacement plan, where no matter what it will correlate into a new phone. The best way i can describe the PSP is like the warranty you get with a new car. If you drive your new GM into a lake, it obviously would void the warranty. Same with a PSP, if you spill a coke on it or drop it, it is not going to be covered. If your new GM has the engine blow up on it, you will not be given a new one, instead it will be fixed by the mechanics. If you read the brochure that came with your PSP, you will see that it states that the product will be fixed, or replaced if it cannot be fixed. The fact that sometimes we are given the leeway to actually replace phones for people (which is an added bonus that occurs in a set of circumstances) had many people confused about how things would be handled. This new policy is designed to have the customer speak with a specialist about what is to be done with that specific phone. As a verizon customer, i have had a phone replaced for me under manufacturer's warrenty, and i can tell you that the PSP is much more convenient. I had to drive 15 miles to the corporate store, wait in line for 20 minutes, then have them mail me a new phone two weeks later. As it was my only phone, it was a major hassle, so I can sympathize. However, I was not upset at verizon for this, it is their policy. My best advice is read the PSP brochure to fully understand what you are getting... it is a great program and i see tons of people take advantage of it, this is merely a step to ensure that it is not people taking advantage of us, and in truth, it beats sending the phone off to the service center for 2-3 weeks as was sometimes the case before the implementation of this new policy. Bottom line; the people you speak with at best buy are going to do their best and help you out, and will fully live up to what they are obligated to do, which is stated in the brochure that your PSP is printed on.