Purchased a virgin mobile phone, keyboard went out in about a month, phone was misplaced in a move. read over the product replacement plan purchased for 12.99 to see if they replace cell phones, the plan does not state it does not replace phones. Went to the store with receipt and replacement plan Waited in line only to get a customer service rep. that looked to be 15. She did not know what to do, after I told her my story, she looked in the writing of the plan and saw something that stated in the General Exclusions clause: We do not cover replacements for lost or consumable parts... did not say ANYTHING ABOUT NOT REPLACING LOST OR STOLEN PHONES.
The rep. pointed it out to me and says "there it is" I looked and read it again, You big dummy!!! it does not say we don't cover lost or stolen phone it says we do not cover replacements for lost or consumable parts!! Poor reading comprehension... At that point I challenged her, asked for a supervisor. Nolan Sotello comes over, I repeat again my complaint instead of the girl at the register briefing him... Mr. Nolan tries to sound like he has managerial skills by saying " If it's not stated it's implied" What!!! Are u serious, who made you a technical writer? So at this point I called the consumer complaints department, held on for ten minutes, of course I was told it would be a ten minute wait, guess they were thinking I would hang up... sorry I'm a fighter... Amy comes on the line and gives me some garble about a warranty I do not have, but does not talk about the one I have, she then puts me on hold to come back and say it's in the plan that they do not cover loss or theft of ... again it does not say... lost or stolen phones... so I waisted 130.00. I am at this point working to start a class action, for all of us who has been pissed on by best buy...