I had purchased an Iphone from Best Buy in West Nyack, NY about 1 year ago. In June we sent the phone out under the service plan that we were paying for at the time. We went to the phone department and waited about 1 hour for a sales person to help us. They kept taking the people who were coming after us and left us standing there. Once they finally did take us, all they did was walk us over to the Geek Squad and someone over there sent our phone out. Why they couldn't have saved us an hour of standing there waiting in the first place is beyond me.

We received the phone back and shortly after canceled the protection plan. At the time that we purchased the plan, we were under the impression that they were going to fix or replace the phone with a new one. Instead, they just sent us a refurbished one after we had to go 3 days without a phone.

Almost immediately, the phone started having issues with its touch screen. The screen would go all white or the phone wouldn't turn on when we pressed the round circle. Towards the end of July the problem was getting worse so we contacted the store to talk to someone about it. The person at the store told me that I needed to call the geek squad number. The person at the geek squad number told me that I needed to call the store so I told her that the store told me to call them. So then she got a mobile consultant on the phone who told me that I needed to call the mobil manager for the store. (The girl from the geek squad was the only truly helpful person in this whole mess). I called the store and asked for the mobile manager and was told that she stepped away for five minutes so I left my Name and phone number. She never called me back. Today I went into the store in person to talk to her and I was told that she was in a meeting and they would not try to get her. After arguing with the person there for about 10 minutes I asked for the manager again and was told that they would not get her.

The service at Best Buy has been consistently poor. I spent almost $170 on this service plan just to have my phone replaced with a second hand, broken phone with worse problems than the first and now I am getting the run around about it.

The only reason that I got the phones from Best Buy instead of AT&T is because I trusted the brand and boy has that turned into a big mistake.