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Best Buy Mobile employee here! Feel free to ask me questions :)

At your store, do you know which pre-order customers are going to get an X on the 15th yet, or are you waiting till like the 14th to go through them?
 
Aookay said:
It is the last day of pre-orders, he is correct. If there were not very many preorders at the stand alone, I would say he might be telling you the truth, but regardless, we aren't supose to guarantee a phone on launch day, just to make sure we don't over promise and under deliver :)
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Ah, ok. I'm gonna call and find out what number I am on the list, and when they will be calling me. I just hope that, if they don't have one for me on launch day, that they can tell me by Tuesday, or Wednesday morning at the earliest, so I can get in line at a VZW store instead.
 
I pre-ordered on 6/26, got my receipt and my gift card. The customer service rep. was so busy he just had me fill out the form and took my money. He said I'd get a call for an appointment later.

I went in last Thursday, 8 July, and spoke with another customer rep. I just found out that I have to attend a funeral next week and need to leave town on the 15th. I asked if I could find out where I was on the pre-order list. She said she was too busy to find out right now but would take my name and phone number (home and cell) and call me back.

As of today, I have heard nothing from her! I don't think this is very good customer service. It's not like I asked her to hold a phone or confirm an appointment for me right then. We need to make some plans and it would have been nice to know if I was so far down on the list that a phone wasn't likely on the 15th. This is my first experience with buying a phone at BB. It might be my last!

Why is it so hard just to find out where on their list I might be?
 
T66T said:
heres a question: i already preordered my droid x on july 5th, but my line isnt the primary line on the account. however, my eligibility upgrade is in august and my contract end date is in december. will i only have to pay 150 the day i pick up my droid x?
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So, just to make sure I read this correct, you are using the smartphone early upgrade promotion to upgrade your phone?

If that is the case, the phone is 199.99. If you had a NE2, then the 50 dollars would apply, but you would have to make sure the Best Buy you go to honors the NE2, as I see in this thread that not all of them do.
 
verdegallardo said:
At your store, do you know which pre-order customers are going to get an X on the 15th yet, or are you waiting till like the 14th to go through them?
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We don't have the phones physically at the store yet, so we are waiting for them to arrive before we call the preorders and make appointments :)
 
Guardsix said:
I pre-ordered on 6/26, got my receipt and my gift card. The customer service rep. was so busy he just had me fill out the form and took my money. He said I'd get a call for an appointment later.

I went in last Thursday, 8 July, and spoke with another customer rep. I just found out that I have to attend a funeral next week and need to leave town on the 15th. I asked if I could find out where I was on the pre-order list. She said she was too busy to find out right now but would take my name and phone number (home and cell) and call me back.

As of today, I have heard nothing from her! I don't think this is very good customer service. It's not like I asked her to hold a phone or confirm an appointment for me right then. We need to make some plans and it would have been nice to know if I was so far down on the list that a phone wasn't likely on the 15th. This is my first experience with buying a phone at BB. It might be my last!

Why is it so hard just to find out where on their list I might be?
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I can't speak for every Best Buy, but I know right now there are a few preorder lists we are still working with (white evo, iphone 4, X), so that is one the reasons. Being busy is going to be something that always happens, there is no reason why she shouldn't call you back, but we are humans, unfortunatly sometimes we forget =/

I would call and get them on the phone directly. The extension should be 2270.

Sorry to hear you have been getting the run around, hopefully you can call them and get this cleared up :)

Hope that helps!
 
I haven't seen this asked yet, if so I apologize. I already have a 20% discount on my plan thru work (been eligible for upgrade since Dec); the plan & discount should not change when getting the new 2yr contract, right? Just adding the data plan.
 
Well, thanks for the quick response. I know BB employees are always very busy, that's why I hate to call the store, but in this case, I took your advise and just called.

After two calls, I got someone who said she'd find out where I was on the pre-order list and call me back within 10 minutes.

We'll see...
 
Guardsix said:
Well, thanks for the quick response. I know BB employees are always very busy, that's why I hate to call the store, but in this case, I took your advise and just called.

After two calls, I got someone who said she'd find out where I was on the pre-order list and call me back within 10 minutes.

We'll see...
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To be honest, I would probably do this too, not because we are busy, but because the desk where we keep the preorders is far away enough that we can't stay on the phone and look at it...stupid wired phones.
 
LessFilling said:
I haven't seen this asked yet, if so I apologize. I already have a 20% discount on my plan thru work (been eligible for upgrade since Dec); the plan & discount should not change when getting the new 2yr contract, right? Just adding the data plan.
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It hasn't so no need to apologies :)

It will stay on there, in fact some employers will give you a 20 percent feature discount too, so you might get that off the data plan, which brings it down to like 22 bucks. This is only for the primary line though, just a FYI.

So no, the only thing that will change is the addition of the data plan.
 
LessFilling said:
I know BB has a 30 day return policy; what if I just wanted to do an exchange if God forbid the phone has problems?
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yep, 30 days return/exchange. Just make sure the phone isn't heavily scratched or broken in half, and you have all the stuff that came with it :)
 
Thanks again, Aookay for putting your time and effort into this. I have never bought a phone outside of Verizon directly, and have been very leery about the pre-order. This really helps tho.
 
LessFilling said:
Thanks again, Aookay for putting your time and effort into this. I have never bought a phone outside of Verizon directly, and have been very leery about the pre-order. This really helps tho.
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Let's hope this experience is a bit more ...filling for you.

buaha, pun.

:)
 
Me again! It's been almost an hour since the Best Buy employee I called said she'd call me back in 10 minutes!

What's with these people making promises and then doing nothing? I understand if you're busy, but at least call me back and say you can't get me the information today!

I just hope they didn't screw up my pre-order and didn't even put me on the list. Is this possible? What could be the reason they won't call me back?
 
Guardsix said:
Me again! It's been almost an hour since the Best Buy employee I called said she'd call me back in 10 minutes!

What's with these people making promises and then doing nothing? I understand if you're busy, but at least call me back and say you can't get me the information today!

I just hope they didn't screw up my pre-order and didn't even put me on the list. Is this possible? What could be the reason they won't call me back?
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Maybe this is just an indication that the store is very busy this weekend? Personally I think, if it were me, I'd take a drive over there and ask in person. I honestly don't think that this would be an indication of the character of the employees at this BB.

One nice thing about asking in person is that it's much more difficult to put off answering a question when the person asking is standing 3 feet from you... :D
 
Guardsix said:
Me again! It's been almost an hour since the Best Buy employee I called said she'd call me back in 10 minutes!

What's with these people making promises and then doing nothing? I understand if you're busy, but at least call me back and say you can't get me the information today!

I just hope they didn't screw up my pre-order and didn't even put me on the list. Is this possible? What could be the reason they won't call me back?
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I'm sorry, but if their store is anything like my store then I imagine they get very busy and things might just slip their mind. I also worry about the customers in front of me before the ones on the phone. A majority of the time I come in and I start helping a customer immediately and don't stop till its time to leave, so if I was the person that told you I'd call you then I wouldn't have been able to call you back. If you have something very important that would keep you away the day the phone comes out then you should just get up and go to the store and find out. You have to take responsibility sometimes. Sure we are the employee's but we are all human and can't get to EVERY customer right away. I'm not going to tell the line of customers in front of me to hold on, I have to go through all this paperwork to find out where this customer is on the list, THEN I have to call him back before I can get to you. It just doesn't work that way I'm sorry. That might sound harsh, but like I said if you HAVE to know then get up and go find out. If you say you don't have time then what do you think the employee is going to say....they don't have time either
 
screenamesuck said:
I'm sorry, but if their store is anything like my store then I imagine they get very busy and things might just slip their mind. I also worry about the customers in front of me before the ones on the phone. A majority of the time I come in and I start helping a customer immediately and don't stop till its time to leave, so if I was the person that told you I'd call you then I wouldn't have been able to call you back. If you have something very important that would keep you away the day the phone comes out then you should just get up and go to the store and find out. You have to take responsibility sometimes. Sure we are the employee's but we are all human and can't get to EVERY customer right away. I'm not going to tell the line of customers in front of me to hold on, I have to go through all this paperwork to find out where this customer is on the list, THEN I have to call him back before I can get to you. It just doesn't work that way I'm sorry. That might sound harsh, but like I said if you HAVE to know then get up and go find out. If you say you don't have time then what do you think the employee is going to say....they don't have time either
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I completely understand this, but this guy has been in the store already,twice.
"I went in last Thursday, 8 July, and spoke with another customer rep. I just found out that I have to attend a funeral next week and need to leave town on the 15th. I asked if I could find out where I was on the pre-order list. She said she was too busy to find out right now but would take my name and phone number (home and cell) and call me back."

I understand we get busy, because I work there and it's quite insane sometimes. It's just a tough spot to be in, considering how he needs to know to make plans, and us because of trying to get everything done.

It is tough to get someone on the phone the answers they need when you have a line of customers at the store, and it's happened daily to me. Being able to balance that is tough, but not avoidable. Usually will save their number on my phone, and call them while doing something else. Having downtime is not something I can expect.

Promises are meant to be kept, though, so I would call them back and say you were told you would be called back in 10 mins.

But, if you need those answers, the best way is always going to be going down to the store. I apologize if this isn't the best solution but it's the best way.
 
Aookay said:
I understand we get busy, because I work there and it's quite insane sometimes. It's just a tough spot to be in, considering how he needs to know to make plans, and us because of trying to get everything done.

It is tough to get someone on the phone the answers they need when you have a line of customers at the store, and it's happened daily to me. Being able to balance that is tough, but not avoidable. Usually will save their number on my phone, and call them while doing something else. Having downtime is not something I can expect.

Promises are meant to be kept, though, so I would call them back and say you were told you would be called back in 10 mins.

But, if you need those answers, the best way is always going to be going down to the store. I apologize if this isn't the best solution but it's the best way.
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Excellent point! Though, in this case, I suspect I'd still drive back to the store. In my mind if I got the run-around for a third time from the same department I'd be asking at the customer service desk for the BB Mobile manager, or if that person isn't available, the store's general manager.

I totally understand what it's like to be insanely busy. That said it's just not good business to make promises and not keep them. And it has a reflection on more than just the offending department.
 
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