BestBuy Is Now WorstBuy... Loyal Customer No Longer
Mobile Phone - Complaint
SEATTLE -- BestBuy sold me a lemon iPhone and failed to replace it although I was paying them $23/month for insurance. When I upgraded to an iPhone 4 last year, BestBuy’s Mobile salesperson talked me into signing up for the protection program, assuring me that it would cover replacement for my phone if anything happened to it. BestBuy started charging me $22.97 each month. My iPhone 4 had a chronic problem: when I received a phone call, after the call connected, the person calling me could not hear me for 8-10 seconds, and they often hung up, thinking the call had failed. The same thing happened when I placed outgoing calls—I could hear the other person answer, but they heard me only after a delay. Again, I got hung up on frequently. I took the phone back to BestBuy, and was told they were sending it in for replacement.
When I received the “replacement,” not only had the problem not been fixed—now the phone also regularly dropped calls mid-conversation. This happened in areas where service was 4-5 bars strong. Sometimes the phone dropped out twice or more in a 20” conversation. It was completely unacceptable.
I went back to BestBuy. This time the Mobile representative I spoke to told me they hadn’t actually replaced my phone the first time I brought it in… they had “refurbished” it, and the delayed connection and dropped calls problems were related to a software issue. He uploaded some software patch and assured me that this time it would work. It didn’t. Each of these visits to BestBuy took 2-3 hours, not counting driving time—just waiting for a representative to be available and waiting for them to address the issue. I was fed up, and stopped in at my neighborhood AT&T store, where I was told I just needed to replace the SIM card. I tried that, without success, so I gave up and went back to using my iPhone 3, which actually lets me talk on it without connection delays and dropped calls. I posted this only after trying without success to get resolution from BestBuy Corporate Customer Service. That's why I use an iPhone 3 while I wait for the contract to run out on my unusable iPhone4.