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Best buy protection plan, any users?

Just wondering if anyone else went in on this plan. For $10 a month the phone is covered and insured with no dedudtible for any reason (as long as you bring ima piece of the phone in. Also is covered for scratches or anything else. Anyone have this or have negative reasons on it? JW as I'm fairly skeptical even though I put in for it. (Cancel at any time)
Sent from my Nexus S using Tapatalk

I'm glad there are other people that brought this up. I have this too and fully intend to utilize it, as the damn platinum case has scratched my phone and I'm anal about that. They will surely lose money off me from this. I'm wondering how hard a replacement will be to get with the black tie protection. Also, once you make a claim, can you make another down the road or is it one and done?
Sent from my Nexus S using XDA App

I bought it. for $10 a month with no deductible I totally think it's worth it. and it's so much easier just bringing it in the store as opposed to having to send it to tmobile.

I'm glad you guys have utilized the plan. As a mobile manager for best buy i can assure you that your phone will be covered for repairs and accidental damage. Water damage is covered also. I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.

I did too. I got the impression that the it would always be required to be sent out to see if it can be fixed or needs replacement. Not like the iPhone where they give a refurbished at the register. But, better than tmobiles warranty. Probably keep it no longer than 6 months.. diminishing returns and all that.
Sent from my Nexus S using XDA App

We usually give you a comparable loaner phone depending on which model you have. Obviously it won't be a high end android but it's better than nothing. Here's the loaner phone lineup in my store.
Sprint - Samsung Intercept, HTC Hero or LG Optimus
T Mobile - MyTouch Slide, LG Optimus T
At&T - HTC Aria
VZW - Moto Devour, Moto Droid

Greenarcher707 said:
I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.
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How do you do that?

When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App

Thanks greenarcher. I didn't know that.
Sent from my Nexus S using XDA App

I bought a SquareTrade warranty. $99 for 2 years, and you can get a refund anytime and the unused portion is refunded back to you.

anyone have horror stories with the Black Tie Protection plans?

Anymore info on the black tie plan? I've got my new accessories on order and I need to know if there's any stipulations with the warranty
Sent from my Nexus S using XDA App

robstunner said:
How do you do that?
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Call the 800 number on your black tie protection brochure and request for a battery replacement. They will mail you the battery, no other steps needed. Verify your mailing address to be on the safe side.

Jayrod1980 said:
When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App
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You will have to visit a Best Buy store so you can get a loaner phone while your device is out for repair. We have a strict no lemon policy so if it's considered defective 3 times / or deemed unrepairable you are eligible for a replacement for the same phone or get credit towards a device of your choice.

looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.

if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?

BrianDigital said:
if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?
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yes, they may or may not re-direct you to samsung though.

jackpearce said:
looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.
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Thats a little hard to do if you live in America and want a Nexus S. People often forget that stores are chains and that while service might be horrible at one location, it will be different at another. I used to work for BB (I quit because I hated the corporate morality towards their employees) but our store had amazing customer service which is still does (I bought my Nexus S there). However, the BB in the next city of sucks donkey balls. We very often had people coming from that BB into ours and telling us how incompetent we were until they realized we were different than the other store.
I've known a lot of people who have had great luck with black tie. And a few who had bad luck. Its people, not the company. If you have an issue with a location, complain to corporate or don't buy from that one and go to another.

Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."

jackpearce said:
Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."
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Have you ever heard a corporation say that publicly? I saw and made sure every customer walked out happy when I worked there (again, I left because of corporates attitude towards us, the employee). I happily got the protection because I know the store to which I would be going and I know they will have my ass.

Cracked my lcd. New Phone? or easy way to an inspire?

So the glass may be bulletproof but underneath it not so much. I accidentally sat on my phone on the edge of the seat and bent it and cracked my lcd underneath. My question is, should I fix the screen? Pay the insurance deductable and get a new one, or see if they will put me in an inspire??

ebay anywhere from 80 - 120 $ for new screen
get the non Att one if you can.
xda search:
captivate teardown

TRusselo said:
ebay anywhere from 80 - 120 $ for new screen
get the non Att one if you can.
xda search:
captivate teardown
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what is wrong with the att ones? no i get it less branding blah blah.. maybe you can find an armani one, and get the armani backplate. that would definately make you the cool kid on the block!

You can argue the morality of what I did, but when I cracked my screen on my first Captivate, I filed an insurance claim but rather than saying I had broken the phone I told them it was stolen.
My rationale was that I didn't feel spending $125 on a deductible AND returning my old phone to them was a fair deal for me as a consumer. Broken or not, the old phone still had a decent monetary value, and when you add its value to the $125 deductible, you're really taking it in the shorts.
So ultimately, I got the new phone for $125, and since I didn't have to send them the old one, I fixed it and sold it for $200. That $200 paid for the new screen and the replacement phone, so I wasn't out of pocket any money and I had a new phone. Food for thought, if you're an immoral person such as I.

Seamus1 said:
You can argue the morality of what I did, but when I cracked my screen on my first Captivate, I filed an insurance claim but rather than saying I had broken the phone I told them it was stolen.
My rationale was that I didn't feel spending $125 on a deductible AND returning my old phone to them was a fair deal for me as a consumer. Broken or not, the old phone still had a decent monetary value, and when you add its value to the $125 deductible, you're really taking it in the shorts.
So ultimately, I got the new phone for $125, and since I didn't have to send them the old one, I fixed it and sold it for $200. That $200 paid for the new screen and the replacement phone, so I wasn't out of pocket any money and I had a new phone. Food for thought, if you're an immoral person such as I.
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I'm surprised the old phone worked. Some companies when it is reported stolen, they block the IMEI from their network.

I don't know if it makes a difference or not, but ATT isn't even directly involved. They have an insurance company that handles the claims and issuing the replacements.
The truth of the matter is, it wasn't even my idea originally. I went into a local ATT store and the sales rep gave me the information I needed on how exactly to file the claim. When I asked him if they would require the old phone back, he said that they would indeed, and I told him my thoughts on the matter (in a friendly way of course.) It was the ATT sales rep who sort of cryptically said to me "You can't return a lost or stolen phone." with a wink of the eye.

Red_81 said:
I'm surprised the old phone worked. Some companies when it is reported stolen, they block the IMEI from their network.
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In the US, IMEIs only get blocked when they pose a threat to the network. Only in Europe do stolen IMEIs get blacklisted via a national EIR and that requires a police report.

no they run a scan for lost/stolen imei;s every year or 6 months...
there have been many threads on this. one day the phone just stops working, they call their carrier and find out it was blacklisted. it happens...
not saying it WILL but it CAN.
sometimes reporting lost is better than stolen!

I just got mine replaced under warranty free because the liquid screen broke after dropping it but there was no visible damage to the phone (case).
Customer service was trying to push an early upgrade on me but they transferred me to warranty people and they sent a new one out with no issues.
Sent from my GT-I9100 using XDA Premium App

The "insurance" at Best Buy is changing 9/1/13

I figured I place this tidbit of information here since I have a galaxy s4, but this will apply to other smartphones as well. For those who invest in insurance for their phones, it is changing at Best Buy. Currently, the Geek Squad Protection is a $10 monthly charge for Android/Windows/Blackberry ($15 for iPhones), no deductible, unlimited claims for two years, and it does not cover lost or stolen. Starting on 9/1/13 (Im 99% sure that's the date, which is around the corner lol) it will be $10 for smartphones (Android/Windows/BlackBerry/iPhones), $150 deductible, 3 claims for 24 months, and it will not cover lost or stolen.

Kenpachi 91 said:
I figured I place this tidbit of information here since I have a galaxy s4, but this will apply to other smartphones as well. For those who invest in insurance for their phones, it is changing at Best Buy. Currently, the Geek Squad Protection is a $10 month charge for Android/Windows/Blackberry ($15 for iPhones), no deductible, unlimited claims for two years, and it does not cover lost or stolen. Starting on 9/1/13 (Im 99% sure that's the date, which is around the corner lol) it will be $10 for smartphones (Android/Windows/BlackBerry/iPhones), $150 deductible, 3 claims for 24 months, and it will not cover lost or stolen.
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Too many idiots bricking their phones and bringing them in for exchange / repair. Sure, occasionally there are legitimate claims, but with the release of MF3 and the people that are too lazy to read and learn, the number of claims is most likely going through the roof. If it continues, square trade will be the next to change their terms. It's bad when people with legitimate claims have to be hassled by AT&T, Samsung, Best buy, etc...just because people are committing fraud so frequently.
To be fair, when MF3 was first pushed and people knew nothing about it, it was reasonable to expect some problems. However, the learning curve has been over for some time now and the excuses are done. If someone bricks with MF3 now (and they are not a DEV trying to make something happen to help everyone) there is absolutely no excuse. Developers bricking their phones working on unlocked bootloader exploits / methods might make up 1% of total claims. Legitimate claims might make up another 10%. The rest are people that are bricking their devices and then expecting insurance to pay for their ignorance. So thank you lazy idiots for making insurance more expensive for the rest of us.

I knew the unlimited claims was going to hurt them down the line. I have the 2 year outright protection since I get a discount. So I will still have the unlimited claims (which I will probably never use). However it does suck for those who truly need it though.
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app

eh I may just cancel mine then, but still kinda worth it for $10/mo.......
sent from my Galaxy S4 using Tapatalk 4

scott_0 said:
eh I may just cancel mine then, but still kinda worth it for $10/mo.......
sent from my Galaxy S4 using Tapatalk 4
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I shouldve said this in the original post. For those who have Best Buy's insurance as of 8/31/13 and before, you are unaffected. You still have the $0 deductible and unlimited claims.
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app

Kenpachi 91 said:
I shouldve said this in the original post. For those who have Best Buy's insurance as of 8/31/13 and before, you are unaffected. You still have the $0 deductible and unlimited claims.
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app
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haha that's great news! thanks for the info
sent from my Galaxy S4 using Tapatalk 4

Bought 2 new Galaxy S 4 the day before this went into effect.
Only by luck did I hear about it in time. Was going to hold off for a few more weeks on the purchase. So glad I didn't!

skandranon314 said:
Bought 2 new Galaxy S 4 the day before this went into effect.
Only by luck did I hear about it in time. Was going to hold off for a few more weeks on the purchase. So glad I didn't!
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Yeah good thing you didn't. I knew it was changing for a while, but I didn't get the exact details until much later
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app

It also looks like the $9.99 plan doesn't cover drops even with the $150 deductable.
You have to pay the $200 up front to get this coverage.

ricktat said:
It also looks like the $9.99 plan doesn't cover drops even with the $150 deductable.
You have to pay the $200 up front to get this coverage.
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It covers accidentals. The $10 monthly charge and the $200 upfront cover the same thing. It's just that paying upfront saves you $40 in the long run...
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app

Kenpachi 91 said:
It covers accidentals. The $10 monthly charge and the $200 upfront cover the same thing. It's just that paying upfront saves you $40 in the long run...
Sent from my Galaxy S4 (Bonestock v1.1.3) using xda-developers app
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What's the difference in the standard and advanced plan? Best buy only lets you pick monthly or upfront.
http://www.geeksquad.com/protection-plans/geek-squad-protection/mobile-phones.aspx#_tab1
This is my favorite. It's got to be a little broke I guess.
What if I dropped my cell phone walking to work?
Ouch! If you have our Advanced Geek Squad Protection Plan with accidental damage from handling coverage, it'll be covered. However, we don't cover units that fall from extreme heights such as decks, balconies and windows.

ricktat said:
What's the difference in the standard and advanced plan? Best buy only lets you pick monthly or upfront.
http://www.geeksquad.com/protection-plans/geek-squad-protection/mobile-phones.aspx#_tab1
This is my favorite. It's got to be a little broke I guess.
What if I dropped my cell phone walking to work?
Ouch! If you have our Advanced Geek Squad Protection Plan with accidental damage from handling coverage, it'll be covered. However, we don't cover units that fall from extreme heights such as decks, balconies and windows.
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Interesting. I'll ask my manager about this. Since our emails didn't mention anything about standard and advanced plans. I'll have more info later tonight.
Edit:
So that page did catch my manager off guard. We looked at the email that he received and that doesn't really match up. The one on the website is referring to prepaid devices according to my manager, not contract.

Best buy didn't honor my insurance today. They are a total scam. I mean I haven't posted in this forum for a looooong time and I was compelled to write here. I spent 2 hours arguing with the manager, and all they would do for me is knock $50 off an upgraded phone. The guy I originally was working with finally told me that: if the phone is broken beyond repair... they will NOT honor the insurance. Only minor defects e.g. cracked screen, broken power button, broken camera (repairable stuff) is covered. Please save your $15 a month... I'll never spend another dime in a best buy store again.

bigough13 said:
Best buy didn't honor my insurance today. They are a total scam. I mean I haven't posted in this forum for a looooong time and I was compelled to write here. I spent 2 hours arguing with the manager, and all they would do for me is knock $50 off an upgraded phone. The guy I originally was working with finally told me that: if the phone is broken beyond repair... they will NOT honor the insurance. Only minor defects e.g. cracked screen, broken power button, broken camera (repairable stuff) is covered. Please save your $15 a month... I'll never spend another dime in a best buy store again.
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What?!? I have taken no less than 8 different phones in that were clearly broken behold repair over the past few years. In fact that was one of the major selling points in the old days. I would go to a different best buy and try again, and again till one takes it. That is BS~!

bigough13 said:
Best buy didn't honor my insurance today. They are a total scam. I mean I haven't posted in this forum for a looooong time and I was compelled to write here. I spent 2 hours arguing with the manager, and all they would do for me is knock $50 off an upgraded phone. The guy I originally was working with finally told me that: if the phone is broken beyond repair... they will NOT honor the insurance. Only minor defects e.g. cracked screen, broken power button, broken camera (repairable stuff) is covered. Please save your $15 a month... I'll never spend another dime in a best buy store again.
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Do you have it in writing that they will fix /replace/ repair (whatever you are trying to do) a phone that is "broken beyond repair"? And did you satisfy the terms of the contract? If so, contact their corporate office about the issue.

scott14719 said:
Do you have it in writing that they will fix /replace/ repair (whatever you are trying to do) a phone that is "broken beyond repair"? And did you satisfy the terms of the contract? If so, contact their corporate office about the issue.
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I have the geek squad pamphlet right next to me and it says "accidental damage from handling covers damage as a result of unexpected and unintentional drops and spills that arise from normal usage of the product as the manufacturer intended. Abuse, misuse and fraud not covered". The way I read <<that is it covers accidental drops regardless of severity of damage.
I guess I didn't mention how it happened to you guys. Girlfriends kid was sticking the phone out the window to get a better signal while I was driving, I told him to bring it in and he dropped it out of a moving vehicle. It was an accident, however I guess in the truest sense of the term it wasn't (at the time) "normal use of the product". However that doesn't even matter. The representative said "I'll put another story that will sound better" (whatever that means). The manager came over, took a photo of my phone and sent it to her boss. She came back later and said it won't be covered.
The way the manager made it sound was that the insurance company they are sending it to would not pay for it and would send it back to them as denied. I already made a thread on the best buy forums. I will be contacting corporate, I will even find the email of the CEO and send him an email too if it comes down to it. I've done it before with other companies and have no qualms about doing it again.
skandranon314 said:
What?!? I have taken no less than 8 different phones in that were clearly broken behold repair over the past few years. In fact that was one of the major selling points in the old days. I would go to a different best buy and try again, and again till one takes it. That is BS~!
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Yes I agree. I was a champion for Best Buy. I would always tell people "why'd you buy your phone from X? If you buy it from Best Buy, they phone is covered in almost all situations". I've used them before on my iphone 4 and it was also smashed, and I never had a problem. The next closest best buy is about 1 hour away. I'm also going to call the Geek Squad tomorrow and see what they say.
If all else fails, AT&T is offering a $250 upgrade addition for the 5S. So instead of spending $700+ on a new phone it is $199+250= $450.
---------- Post added at 09:26 PM ---------- Previous post was at 09:07 PM ----------
I had no intention of giving that phone up. The phone's camera was shot (purple blotches on the photos), the power button was broken but, I was running 6.1 jailbroken! I have no interest in owning an un-jailbroken iphone. I was willing to deal with the failing hardware issues to retain my jailbreak and keep the insurance for a catastrophic event. Now the way it looks, not only will I be running an un-jailbroken iphone while waiting for envasi0n to release a jailbreak, but I will be coming out of pocket $450 minimum (not counting the $360ish I spent on "insurance" premiums). Double whammy on my end.
I'm sorry to vent but I am furious!! The customer service rep also told me that they insurance is changing to a $150 deductible with new cellphone sales.
Best Buy Geek Squad Protection: $9.99 / month or $199.98 / 2 years. Covers drops, water damage, and other malfunctions. Deductible: $150. Repairs existing handset if possible, if not, replaces with refurbished or new handset of same or like model. (Note: the deductibles were added and pricing changed as of Sept. 1st, 2013 - non-deductible coverage for new customers is no longer available).
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If you read my update.... forget it. Best Buy screwed me the F over!!

There is now a $7 GSP plan. This basically excludes handling of manufacturer claims, no charger, or battery replacement. The $150 deductible and 3 claims still apply

Nexus 5 Dead

Hi this is my first post but have been avid follower of the site and had multitude of devices. Never felt a real passion as i have today to start a thread, today my nexus 5 died.
I have had my nexus 5 for just other 2 weeks now and for no apparent reason decided to die on me. Battery was fully charged had the phone in my pocket , took out to check it and nothing. My first thought was that maybe i didn't plug it properly and it hadn't charged, so stuck it on charge and nothing not led, no charge icon. left it for about an hour and completely nothing at all, tried everything power and volume buttons. Did a search on Google and couldn't find hardly any info on this sort of situation apart form one forum where a few people have had this issue and seems to be with 32gb version and they needed replacements.
Surely this sort of thing shouldn't be happening, clueless to what it could be, i did unlock, root, and install omni custom rom last night but all was working fine this morning untill it died of course.
Really i just wanted to make people aware of the problem and hear if anyone else has had this issue, or if anyone could shed some light as to what may have caused it.
Whats really ticked me off is Google customer service, i was given an rma and went through the the steps in the email to realize that they would hold the amount for this replacement on my debit card. So basically im buying a new phone and getting a refund when they receive my faulty handset. So now i have no phone and im £350 short for at least 14 days. This is ludicrous im being put out through no fault of my own, not everyone has £350 lying around spare. I understand that Google are covering there arses in-case they don't get the faulty handset back but please you send my a faulty handset and im the one who has jump through hoops and be put out.
Forum with same problem
productforums.google.com/forum/#!msg/nexus/lI6A3fA8bvw/UdpnyaSL2Z4J

Did you try going into recovery and just wipe everything and try again? Or can you at least get to the boot loader?
Sent from my Galaxy Nexus using Tapatalk

Was your pocket wet or was it humid out? My Nexus 4 was what u described
Sent from my Nexus 5 using xda app-developers app

Dragn4rce said:
Did you try going into recovery and just wipe everything and try again? Or can you at least get to the boot loader?
Sent from my Galaxy Nexus using Tapatalk
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No cant get into bootloder can not do anything.
dicecuber said:
Was your pocket wet or was it humid out? My Nexus 4 was what u described
Sent from my Nexus 5 using xda app-developers app
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no pocket was perfectly dry.
The phone has been on charge overnight now and still nothing, i notice that if its on charge or you push any buttons, there is clicking notice in the handset, but you have to hold the handset to your ear to hear it what is that.

dicecuber said:
Whats really ticked me off is Google customer service, i was given an rma and went through the the steps in the email to realize that they would hold the amount for this replacement on my debit card. So basically im buying a new phone and getting a refund when they receive my faulty handset. So now i have no phone and im £350 short for at least 14 days. This is ludicrous im being put out through no fault of my own, not everyone has £350 lying around spare. I understand that Google are covering there arses in-case they don't get the faulty handset back but please you send my a faulty handset and im the one who has jump through hoops and be put out.
Forum with same problem
productforums.google.com/forum/#!msg/nexus/lI6A3fA8bvw/UdpnyaSL2Z4J
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Why does it tick you off? Why should Google be on the hook for $350? So many unscrupulous people out there, it's a normal business practice.
If you want to spare the $350, then send the phone into LG Warranty repair. They won't send you a loaner, but your phone will be repaired for no cost to you under their warranty.
Here is where you still complain its not fair because you won't have a phone then, and Google should still give you everything for free until you return your phone....

I think that it might be battery problem. And do use any cover on it? Because some covers can cover your power button and press it.
And also might be stuck power button.

PaisanNYC said:
Why does it tick you off? Why should Google be on the hook for $350? So many unscrupulous people out there, it's a normal business practice.
If you want to spare the $350, then send the phone into LG Warranty repair. They won't send you a loaner, but your phone will be repaired for no cost to you under their warranty.
Here is where you still complain its not fair because you won't have a phone then, and Google should still give you everything for free until you return your phone....[/QUOTE
Why does it tick me off! you my friend are either ignorant or stupid. It is my Statutory right here in the UK to be sold a product that is fit for purpose. From the sales of good act
1979F4048B
Repair or replacement of the goods
 
(1)If section 48A above applies, the buyer may require the seller—
(a)to repair the goods, or
(b)to replace the goods.
(2)If the buyer requires the seller to repair or replace the goods, the seller must—
(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).
So trying to find £350 pound is a bit of an inconvenience for me, maybe not you as clearly that's nothing to you but for the normal working class id say that was a bit of inconvenience.
Why would i not complain im not a multi billion pound company who can afford to be £700 out of pocket with nothing to show for it. i haven't asked for anything for free all im asking for is to have what a paid for, a working phone.
Yea there are unscrupulous people out there but that's not all of us, i remember the day when company's looked after there customers because they were the ones that made them there profit.
Thanks for your 2 pence anyway.
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burton900 said:
PaisanNYC said:
Why does it tick you off? Why should Google be on the hook for $350? So many unscrupulous people out there, it's a normal business practice.
If you want to spare the $350, then send the phone into LG Warranty repair. They won't send you a loaner, but your phone will be repaired for no cost to you under their warranty.
Here is where you still complain its not fair because you won't have a phone then, and Google should still give you everything for free until you return your phone....[/QUOTE
Why does it tick me off! you my friend are either ignorant or stupid. It is my Statutory right here in the UK to be sold a product that is fit for purpose. From the sales of good act
1979F4048B
Repair or replacement of the goods
 
(1)If section 48A above applies, the buyer may require the seller—
(a)to repair the goods, or
(b)to replace the goods.
(2)If the buyer requires the seller to repair or replace the goods, the seller must—
(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).
So trying to find £350 pound is a bit of an inconvenience for me, maybe not you as clearly that's nothing to you but for the normal working class id say that was a bit of inconvenience.
Why would i not complain im not a multi billion pound company who can afford to be £700 out of pocket with nothing to show for it. i haven't asked for anything for free all im asking for is to have what a paid for, a working phone.
Yea there are unscrupulous people out there but that's not all of us, i remember the day when company's looked after there customers because they were the ones that made them there profit.
Thanks for your 2 pence anyway.
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Not to mention (I believe) it's technically illegal under the Sale of Goods act as it applies to faulty goods too.
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Get a job
Why does it tick me off! you my friend are either ignorant or stupid. It is my Statutory right here in the UK to be sold a product that is fit for purpose. From the sales of good act
I see nothing wrong with googles policy.
Get a part time job maybe if you can't afford them freezing the $349 on your card for two weeks.
I felt for you when reading about your phone problem.
But after reading your whining posts about googles policy well thats life in the big city.

trsix said:
Why does it tick me off! you my friend are either ignorant or stupid. It is my Statutory right here in the UK to be sold a product that is fit for purpose. From the sales of good act
I see nothing wrong with googles policy.
Get a part time job maybe if you can't afford them freezing the $349 on your card for two weeks.
I felt for you when reading about your phone problem.
But after reading your whining posts about googles policy well thats life in the big city.
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What Google could do is send a pre-paid bag out and NOT send a replacement phone and once they receive the faulty they then send a new one. OK, you're without a phone for a day or so but it would mean no one is out of pocket and Google don't lose out as they get the original back first. We do this at my company and it works just fine
I find it hard to believe you Americans think that Google's policy is fair? I work full time but would still find it an inconvenience that a device I bought in good faith died and I have to fund a replacement first before I can get the replacement. Not everyone has £350 available as disposable cash, I certainly don't as everything I earn is budgeted for and ear marked for bills, rent, etc. A shop wouldn't ask you to do this and neither should a mail order purchase.
I'm not bashing Google as a company, just their returns policy

I get what you are saying but I don't think you are understanding what is happening. If you want an RMA they hold the money on your card because they are sending you a brand new device. You are 100% able to send the phone in to LG for free to have it replaced under warranty because it is faulty. You have an option that does not cost you any money. You are taking the option that does.
Sent from my Nexus 5 using Tapatalk

By the way they don't actually charge you any money for the replacement they simply authorize in case you don't send them back a phone. Also you can keep your phone on until you get the replacement and then you can send them back your faulty one.
Sent from my Nexus 5 using XDA Premium 4 mobile app

$$$
EddyOS said:
What Google could do is send a pre-paid bag out and NOT send a replacement phone and once they receive the faulty they then send a new one. OK, you're without a phone for a day or so but it would mean no one is out of pocket and Google don't lose out as they get the original back first. We do this at my company and it works just fine
I find it hard to believe you Americans think that Google's policy is fair? I work full time but would still find it an inconvenience that a device I bought in good faith died and I have to fund a replacement first before I can get the replacement. Not everyone has £350 available as disposable cash, I certainly don't as everything I earn is budgeted for and ear marked for bills, rent, etc. A shop wouldn't ask you to do this and neither should a mail order purchase.
I'm not bashing Google as a company, just their returns policy
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If funds were that tight I wouldn't be buying a $349. Phone to start with.

trsix said:
If funds were that tight I wouldn't be buying a $349. Phone to start with.
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That's just a piss poor response to a valid point. I can afford the phone, and I will be buying on on Friday as it happens, I was saying I don't have an ADDITIONAL £350 lying about. If it went wrong I'd expect it to be repaired/replaced at no cost within the warranty. I can live without a phone for a day or so so Google should provide the RMA package WITHOUT sending a new phone and once they receive the faulty one they send a new one. HTC do this. Everyone would be happy. Google could easily do this but choose not to and this is why I think their RMA procedure is poor.

2423485358
trsix said:
Why does it tick me off! you my friend are either ignorant or stupid. It is my Statutory right here in the UK to be sold a product that is fit for purpose. From the sales of good act
I see nothing wrong with googles policy.
Get a part time job maybe if you can't afford them freezing the $349 on your card for two weeks.
I felt for you when reading about your phone problem.
But after reading your whining posts about googles policy well that's life in the big city.
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Sorry im not a middle aged man, living at home with my parents, with nothing better to spend my money on. Im to busy living in the real world working and providing a good life for my family.What was the reason you commented on this post again? An let me remind you its £349 that's $570 to you.
I Agree that it would be better process to be able to send your device back for an exchange, not only would you not be out of pocket but would be a faster process. I think you would find that is a more normal business practice, at least here in UK. You don't have to re buy a product if you want an exchange it at any other mail order company Maybe this guy works for google and has so much spare cash because he is keeping hold everyone's money for 14 days.

joshnichols189 said:
I get what you are saying but I don't think you are understanding what is happening. If you want an RMA they hold the money on your card because they are sending you a brand new device. You are 100% able to send the phone in to LG for free to have it replaced under warranty because it is faulty. You have an option that does not cost you any money. You are taking the option that does.
Sent from my Nexus 5 using Tapatalk
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i was unaware of this option and was never made aware of it otherwise i would have done so.
atticusmas said:
By the way they don't actually charge you any money for the replacement they simply authorize in case you don't send them back a phone. Also you can keep your phone on until you get the replacement and then you can send them back your faulty one.
Sent from my Nexus 5 using XDA Premium 4 mobile app
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Im well aware of the technicality of how they hold the funds but it is as good as being charged as you have no access to that money. That was what i was trying to get at,
trsix said:
If funds were that tight I wouldn't be buying a $349. Phone to start with.
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1. Is it not the point Google are trying to make by making available a high spec device at an affordable price.
2.Being able to spare £350 and being able to spare £700 is bit of a difference don't you think.
3,I think your missing point its not so much about being able to spare the cash as it is the fact you give a company your business and when things go wrong you expect to be treated as a valued customer. I never asked for a special treatment or the world for that matter, i just wanted an easy, inconvenient way of replacing faulty goods.

I experienced the same issue last night. Charged my phone up and it was fine. Put it in my pocket, took it out a couple hours later and it was off. Haven't been able to turn it on since. No water damage, and I've never dropped it. I'm going through the RMA process now.

joshnichols189 said:
I get what you are saying but I don't think you are understanding what is happening. If you want an RMA they hold the money on your card because they are sending you a brand new device. You are 100% able to send the phone in to LG for free to have it replaced under warranty because it is faulty. You have an option that does not cost you any money. You are taking the option that does.
Sent from my Nexus 5 using Tapatalk
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That is completely bull****. I spent two hours on the phone with LG, Google, and LG+Google support managers trying to get a repair on an *in warranty* nexus 4, (they stated that this same policy applies to the Nexus 5) instead of a RMA through Google. LG will NOT do in-warranty service, if you send a Nexus that was bought through google play to LG they treat it as an out-of-warranty repair no matter what. (Yes, I am very aware that this policy is illegal, I tried explaining that to the person they transferred me to in LG legal, they said to try my luck with small-claims). To get your money back after they bill you the out of warranty price for your in warranty repair you have either have to go to small-claims court or try to get your bank to reverse the charge. Its a total bull**** policy that is, in fact, illegal, but until someone actually sues them over it, nothing is going to change. I ended up just biting the bullet on the normal RMA since I've got a Nexus 5 anyway.
LG will not accept in-warranty repairs for Google Play purchased Nexus devices, they require you to go through Google, no exceptions. I really wish it weren't true, but a conference call with LG and Google Play support managers resulted in my beating my head against a wall on exactly this issue.

atticusmas said:
By the way they don't actually charge you any money for the replacement they simply authorize in case you don't send them back a phone. Also you can keep your phone on until you get the replacement and then you can send them back your faulty one.
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Been a while since I used a debit card, but I remember my bank actually did prevent me from spending funds that were pre-authorized. Yes, the money was still mine, but it's set aside and I wasn't able to touch it until the preauth expired. Can be very inconvenient when cash is tight.

thread topic
This thread is soo off topic now.

Essential customer service and should you buy an additional warranty?

Hi guys,
I am planning to buy the Essential phone. However due to some worrying issues read about everywhere I need to ask the question.
Is the Essential customer service any good. Will they respond fast, accept to return the phone due to factory defects or software issues if any? Or should I buy it from Best Buy and get a protection plan for it?
Thanks in advance for any replies
Have a nice day.

I personally don't buy protection plans, I think it's kind of fun to shop for something else if your phone malfunctions or gets stolen, neither which have ever happened. I did have a software issue with the camera. I just created a ticket online and had a guy try to email me a couple of times, I emailed him back a couple of times, and then he asked for a time when he could call me live.
Sent from my PH-1 using Tapatalk

cfclay said:
I personally don't buy protection plans, I think it's kind of fun to shop for something else if your phone malfunctions or gets stolen, neither which have ever happened. I did have a software issue with the camera. I just created a ticket online and had a guy try to email me a couple of times, I emailed him back a couple of times, and then he asked for a time when he could call me live.
Sent from my PH-1 using Tapatalk
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I never had a protection plan, but in this case I've heard some unpleasant stories about the Essential customer service. i try not to believe 100% to these kinds of things but got to take this in consideration.

I buy Square Trade. Mostly because I sell my phone's frequently and the person getting the phone gets a warranty and I don't worry about unsatisfied buyers. That being said, Square Trade is cheap insurance.

I think the phone is a piece of ****, but, having said that, I'm in the middle of the replacement process which takes about two weeks, and they already ****ed that up by sending automated emails out of order that were (they said) supposed to go to someone else or something . so I didn't get a shipping label I was supposedly given. But they're nice about it at least and their email replies are quick, though strikingly unprofessional...

i killed tupac said:
I think the phone is a piece of ****, but, having said that, I'm in the middle of the replacement process which takes about two weeks, and they already ****ed that up by sending automated emails out of order that were (they said) supposed to go to someone else or something . so I didn't get a shipping label I was supposedly given. But they're nice about it at least and their email replies are quick, though strikingly unprofessional...
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Got the phone. It is in a 14 days trial for now. except for one freeze at the very beginning while updating nothing else is wrong.
I think the freezing was because of the Nova Launcher. Removed it and put the Microsoft Launcher. It now runs 4 days without a hitch and it is a beast of a phone. Will see at the end of this week...