Black Tie Service at Best Buy for Samsung Moment

bhatchfield#AC

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Apr 10, 2010
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My 1st moment had all the glitches you've read on this forum. I took it back to best buy and it was replaced on the spot. My 2nd unit did exactly the same thing, Best buy said I needed to take it to sprint and get the software updated. I went to sprint, had the software updated. The problems got worse. (battery life, airplane mode, etc etc). Brought it back to best buy. They said they'd need to send it to their repair center. Ok, here I am, 18 days later without a replacement, their website still says my phone is waiting to be assigned to a technician. I call best buy this morning and they said it's just been sent to the gactory for repair. WTF?! I have sent an email to the geek squad, I have called the store and they all tell me the same thing the website says. Had I gone to sprint with their protection, if they can't fix it in an hour, they replace it. I don't see an advantage to black tie service. Do you? Any suggestions are welcome.:mad:
 

prncssmelissa

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unfortunately, I don't have any experience with their BTP for cell phones - I have it on all my other equipment (iTouch, DSiXL, Computer, laptop), and I've always had good luck.

Just stay on top of it - and if you have to, speak with management at the store and go higher if necessary. Tell them the situation - tell them you aren't happy - you are paying $9.99/month and you feel like you aren't getting the service you are paying for.

Above all, be kind but firm - being nasty will get you nowhere (I should know - I've been there/done that) and speak to people who can make the final call - and make sure to thank them in the end.

Good luck!
 

kd0axs

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The biggest advantage with Best Buy is that there is no deductible. With Sprint's TEP you have to pay a deductible. ($100 I believe). The downside is that Best Buy doesn't cover water damage or loss/theft, where TEP does. TEP ships you out a new phone right away, and with Best Buy you have to wait for a repair/replacement. When I got my Pre at Best Buy, they told me it can take up to 30 days. They do offer loaner phones, but they are just feature phones and you have to put down a $150 deposit.

I'm not sure if this is typical, but Best Buy actually replaced my Pre with a brand new one rather than a refurbished one.
 

fatsack

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best buy does cover water damage but not theft. and they replace phones with brand new not refurbished. i droped my phone in the gutter full of water and got it replaced with no hesitation.

i would go to the store and get angry and loud... it always works for me. they dont want you making any other customer want to leave and go someware else.
 

bhatchfield#AC

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Apr 10, 2010
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Thank you all for the replies. The mobile manager there said I'd have to wait the full 30 days. Then they would make a "decision" on what to do. I'll wait the 30 days. If I don't get satisfaction, I guess I'll need to go from nice to nasty. Thanks again.
 

mflava#AC

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I just went in yesterday to drop off my phone for replacement. I hope it doesn't take that long to get my new one because I will surely ask for a refund or at the least a discount on another phone. That's not how they pitched it when it was offered to me. I was actually expecting a new phone on the spot, but I was told that only for all BlackBerry's...NICE to know that now. :( All others have to be sent to the service center and then they will determine if you receive a new phone or if they will repair it. Have to really think if this is really worth saving $100 deductible. Maybe it is...can't win either way.
 

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