Best Buy Issues

[hotplate]

So I got my Droid about two weeks ago, from Best Buy and have been having issues since. I got my 3rd Droid today after issues with the first two:

Droid 1: Kept restarting on random occasions
Droid 2: Person on other end of phone complained of muffled sound

So I went into Best Buy today and got my newest Droid and it seems like the haptic feedback is a bit unusual, as it has a rattle sound to it. Is this an abnormal issue?

The manager at the store claims he won't replace it for a third time, though there is no such mention of such a store policy on the contract I signed. Any thoughts on this as I am still under the 30 day return period?

I also noticed that my first 2 Droids had a sticker on the screen with writing on it to notify the user where key items on the phone were located. My 'new' phone did have a sticker, but no writing on it. Think it may be a refurb?

I apologize for the long post, and the rapid fire of questions. Let me know your thoughts, thanks!

 

[Shadez]

I think someone here works for best buy, they may be able to help you.

 

[titans]

No idea on the refurb issue but have you tried another store?

 

[hotplate]

I have not tried another store but if I do indeed go back for a replacement, I'm trying another store.

The manager at the store today said if I try another replacement, my only option is to get another phone or switch carriers on top of which I may pay a cancellation fee. The guy was really trying to play hardball as he even went on to say "I will be unable to get my phone back if I try for a 3rd exchange". Sounds like a joke to me.

Any input on the loud haptic feedback rattle sound?

p.s. lets go titans! been a fan my whole life haha

 

[titans]

Woohoo VY and CJ2K =)

Honestly this manager sounds like a jack, you should call Bestbuy customer support and file a complaint..as for the sound, I would think its a defective phone but I'm not sure on that one..good luck

 

[zero7starz]

This is why I advise people against getting new phones from bestbuy and walmart type places, because there is no customer service there, at all. I'd take it back, tell them to cancel your upgrade (be sure you see them call customer care and cancel it with verizon!!) then take your reciept and go to a real Verizon store. Ask them to please let you see the phone you're getting before you take it home with you, so you can play with it and test it before leaving with it, to make sure the general things are working. I hate best buy, they're terrible. I have so many stories of problems they've caused for wireless customers.

 

[hotplate]

Unfortunately, I signed a 2-yr contract at Best Buy so I'll probably have to pay the $200-300 early termination penalty if I decide to buy from the Verizon store. I previously had the iPhone which I bought from AT&T, where the in-store service was great.

I will never again buy a phone from a Best Buy or Walmart. I encourage anyone else considering buying from such a store, to spend a little more and buy the device from a Verizon store. In hindsight, another $100 on the price of the device at the Verizon store would have been money well spent.

 

[KZIWarrior]

Unfortunately, I signed a 2-yr contract at Best Buy so I'll probably have to pay the $200-300 early termination penalty if I decide to buy from the Verizon store. I previously had the iPhone which I bought from AT&T, where the in-store service was great.

You're still covered by the VZW terms of service which includes 30-days no questions on the cancellation with NO ETFs. Cancel the contract and then go to a real VZW center and you'll be all set. The other alternative is to call VZW customer service and see what they will do for you. You are still their customer and often times they will 'push' you to a corporate store or contact BB on your behalf and set them straight.

 

[Erron]

Why dont you just call 611 and try to get the replacment that way? I got my droid at BB, and ive exchanged it twice through vzw.

 

[hotplate]

Thanks for the advice, sounds like VZW customer service is the way to go.

Erron, when you got your phone exchanged, did you do it through one of the Verizon stores? Didn't think it was possible if I bought from a third party seller.

 

[rap4974]

This is why I advise people against getting new phones from bestbuy and walmart type places, because there is no customer service there, at all. I'd take it back, tell them to cancel your upgrade (be sure you see them call customer care and cancel it with verizon!!) then take your reciept and go to a real Verizon store. Ask them to please let you see the phone you're getting before you take it home with you, so you can play with it and test it before leaving with it, to make sure the general things are working. I hate best buy, they're terrible. I have so many stories of problems they've caused for wireless customers.

Best Buy has a reputation for terrible customer service, not just for cell phones. I wouldn’t buy gum there.

 

[Erron]

Thanks for the advice, sounds like VZW customer service is the way to go.

Erron, when you got your phone exchanged, did you do it through one of the Verizon stores? Didn't think it was possible if I bought from a third party seller.

no, i called 611. Asked for tech support. Told them my issue(first was a dead pizel, second the power button broke) and they ran through thier restart crap and told me they were sending a phone. Two days later got the phone. Best buy is a seller, not an authorized reseller. It's a little bit different. But yea, your hardware warranty is through motorola, not vzw. VZW just services it because youre under contract by them.

 

[adrynalyne]

and it seems like the haptic feedback is a bit unusual, as it has a rattle sound to it. Is this an abnormal issue?

If you are referring to the buzzing noise haptic feedback makes, yes its normal.

 

[taypotts]

Ok, so I've read all of the posts here, and I think it's time that I (Best Buy Mobile Employee) step in to set a couple records straight.

First- The manager does have the right to deny an exchange if he can not replicate the problem in store. I'm not saying I agree with this manager, because I believe in taking care of my customers if I see an issue with the phone. I'm sorry that you have had this issue with this manager, but sounds like he is not taking the time to see what's wrong with the phone.

Second- You can take it to any Best Buy to exchange the phone. They will be able to see that you have changed it out twice before, and they may make them suspicious. You have to remember EVERY store (walmart, best buy, verizon, etc) never likes doing exchanges when they can't see the problem.

Third- To the people that are saying that Best Buy has horrible customer service, just keep these things in mind. Just because you may of had a bad experience in another section of Best Buy or a Wal-Mart does NOT mean that you will in Best Buy Mobile. We have to go to a week long training and pass a test before we can even work for Best Buy Mobile, and I know for a fact that Wal-Mart employees don't. Another thing to keep in mind is that Verizon employees are paid on commission, and we are not. This means that we won't push accessories on you, unless we know that you will need them. We won't push extra features on your plan, and we won't just tell you what you want to hear just so you will get a phone.

Fourth- If you really want to pay an extra $200 for the phone be my guest. I wouldn't just because you "heard" that Best Buy Mobile has bad customer service.

That's all. Just trying to clear things up

 

[littlerick]

at walmart you have to take multiple online tests to be able to work in the mobile dept granted lots of times they are short handed and just have people fill in on breaks but (atelast at the store i was a manager at) they werent supposed to do any kind of contracts and pretty much call a manager if someone needed something besides prices or simple stuff