11-26-2012 06:51 PM - last edited on 11-26-2012 07:25 PM by LizR
I was at store 975, (Kanata, Ontario) to get my phone (S3) fixed that I have PEP on today Nov 26, I went in around 2pm I think and was there for more than hour while the mobile Manager was trying to fix it. It was frozen and kept happening. So we took out the battery did a hard reset and then he plugged it in and it was showing up as not charging but then it fixed it self 5 minutes later. I wanted to get a new phone since I already reset my phone and the error kept on happening but it was there policy that PEP exchanges doesn't fix intermittent problems. I was a little angry since I got tricked into this PEP thing saying it covers it all except water and physical damage. But I prayed that my phone would continue working, I plugged it into Kies and it did one of its updates and I come back 30 minutes later to a phone thats stuck in recvoery mode. I tried to fix it again using kies no luck. So I went again into Bestbuy (keep in note the manager said if it freezes again after the reset to bring it in and he can "approve" the exchange via text.) I went back tonight around 8pm to do the exchange after waiting 20 minutes inline the nice agent asks how he can help and when i explained my issue he texted Paul (no answer so he called) He said not to do the exchange until he was there I was inpatient at this time being there twice already with a phone I can't do anything with. I asked to speak to a manager and asked why this is happening and how shouldnt I assume that if I go to BB that someone who can sell the PEP can do the exchange or atleast be able to get someone to help him but no one knew how to do it (same store I bought the PEP from They agreed and said that you should be able to get it fixed and called Paul to see what they could do for me, Paul said No and then over the phone told me that the agent isnt allowed to do exchanges only he can and he doesnt have a password yet he was scheduled alone. Then they said software isnt covered but the team of blue lauged and said then what is? And the agent said that yeah he thought software was covered and the person who sold it to me said if the phone doesnt work we fix it (PERIOD!)
So DONT BUY PEP, For some reason these mobile managers must be getting bonus's based on profit and pep must take away from it they act like there giving there own 700$ phones away. I am now trying to get my money for PEP back which i doubt will happen, I am going to try see what my options are as far as getting my phone fixed through a 3rd party since software isnt covered as they claim which goes against what the TOS says (NO OUT OF POCKET EXPENSES!) they also said diagnose it right in store yeah RIGHT. This was at store 975 bestbuy in Kanata Ontario,
11-27-2012 01:24 PM - edited 11-27-2012 01:28 PM
Hey cliffoco, I understand your frustration and would like to advise, situations like these would best be resolved if posting it to customer service, or even emailing them at firstname.lastname@example.org, I will personally forward this to them myself as well. Sorry about the time spent there and lack of service but here is my advice.
The Product Exchange Plan (PEP), is a protection plan which does cover software, I don't know why they made a big fuss about it, but software hicks and glitches are covered as long as you didn't tamper with the phone yourself, such as ROOTING it or knocking up the flash counter by changing the recovery. I wouldn't recommend doing the third-party repair as you are still covered by the plan even if you do want out, one of the benefits is that you can get the PEP done at any location in Canada, it doesn't have to be the location you bought it at.
I suggest going into a Mobile Location (Stand-alone-store) and see what they can do for you there, the reason I suggest this is that some sort of management is always working (they are the only ones that may do exchanges) which means you may get your phone exchanged.
Finally, do note if the problem doesn't seem severe the plan won't cover it, but I'm certain if your situation is replicated in-store then someon would definitely do the exchange for you, good luck!
11-27-2012 05:44 PM
11-29-2012 05:21 AM
Wow that's terrible customer service. Mobile managers at any store do make a bonus on profit and handsets sold. I have had a similar experience to yours as the person looking at my phone did not have access to exchange it. I questioned why they allowed this as I'm sure people come in all the time to exchange phones. If you are paying for a service, you shouldn't need to come back at a time when a person with access to exchange a phone is working.
11-30-2012 05:19 PM
"Mobile managers at any store do make a bonus on profit and handsets sold"
Yah that's a common misconception, they actually don't. Best Buy is not on commission nor do we receive bonus's based on income or profit or anything.
12-03-2012 09:38 AM
Managers do make bonus's last time I checked not dept leads but store managers do... Correct me if im wrong. There probally breathing down there knecks and when its the stand alone stores (mobile) the store manager there is probally the manger lead who gets paid.. Could be wrong but im certain store managers do.
12-03-2012 09:41 AM
An update, used guides online to try to get my deviced recognized still no luck I am waiting for an email back that I sent to CS when i first posted this to here,,they said to expect a reply in 5-7 days (kinda slow but w.e i get BB has terrible customer service now) If no email soon I will just call the number posted above. I do not want to go back into there store after that huge deal < -- Amazing a store could literally scare customers off but they managed to.
12-03-2012 11:14 AM - last edited on 12-04-2012 12:41 PM by Sylvain
So I went back to the store today (12/312) at around 1pm. I really wanted my phone and couldnt stand to wait and decided to give them another chance.
I walked in waited in line, broken phone in hand. Wait around for 15 or so minutes and when I was up he asked here to do a PEP? I replied well my phone is broken. He said (there was 2 agents working at the time) that the manager wasnt in and couldnt do it, i asked if a store manager could do it the agent replied and said No only the mobile manager He then proceeded to tell me his schedule of the manager, helpful yes but the fact I need to go to Bestbuy on certain times is crazy. I don't have time to keep driving back. I hope by the end of this topic my phone will be fixed I am going to be calling the 1866 number posted above. I am just writing my experience so other people know what to expect, aka DONT BUY IT. For those people who are going to reply saying "with no PEP you would have no phone" to that I would have to say your wrong I am under a year and could just send my phone with Rogers while they give me a loaner and have it fixed.
12-03-2012 06:26 PM
what a horrible experience. Best buy advertises that you bring in the broken phone, get an exchange and walk out. They never say that you have to have it approved by a manager and go there when theat happen to be working. Something is not right at that best buy