Best Buy & Geek Squad Policies

[a7n696]

I bought a Sony DSC-TX9 digital camera from Best Buy store number 1088 on 1/30/2011. It is still covered by the one year manufacturer's warranty. On 7/27/2011, I picked up my camera and it was very warm to the touch. It was inside my air conditioned home and it was not in any sunlight. I did not drop it or get it wet. It was not turned on. I tried to turn it on by pressing the power button and sliding the cover down but it would not turn on. That night I brought it to Best Buy store number 1088 where I purchased it and told the Geek Squad employee it was warm to the touch and not turning on. The Geek Squad employee stated, without testing the camera at all, that it would not turn on because the battery was not charged and if he sent it out for repairs that the service center would also find that it does not turn on because the battery was not charged. I told the Geek Squad employee that I would like it repaired and I asked how long it would take to get repaired. The Geek Squad employee said that it would take 2 to 4 weeks to repair. I gave money to Best Buy in exchange for a digital camera. I did not give money to Best Buy in exchange for usage of a digital camera for 6 months. I do not understand why I have to be without a digital camera for up to a month while Best Buy keeps the money I gave them in exchange for the digital camera. It seems like unjust enrichment for Best Buy to retain its benefit of the money I gave them in exchange for the digital camera while I do not have use of the digital camera for potentially a month. I would like a faster repair time, a replacement digital camera, or some other sort of solution that does not leave me without a digital camera for potentially a month. Within the past 12 months I have purchased numerous consumer electronics and appliances from Best Buy but with this kind of customer service, where I am left without usage of a product I bought for potentially a month due to a lengthy product defect repair procedure, I am considering taking my business elsewhere.

[Mbrguy Emerging Expert]

Well the responsibility to repair your digital camera lies with the Manufacturer and yourself since you are only covered by the Manufacturer's Warranty and not a Black Tie Protection Plan.  You do NOT have to go through Best Buy for repairs on your camera, you could have gone directly with the Manufacturer.

Best Buy can provide a Service Center to repair your camera, but any decisions on replacement cameras lies with Sony.  

Since you only have a warranty through Sony, Sony is the entity that is responsible for repairs.  Best Buy in instances like this is only the middle man.

[Dorothy-BBY Community Supervisor]

Good afternoon a7n696 -

Melissa, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[Melissa-BBY Senior Social Media Specialist]

Hello a7n696,

As someone who carries my digital camera everywhere, I know I would be upset if I were told I might be without it for nearly a month. I am very sorry to read that your Sony camera stopped working within just six months of getting it.

When a digital camera is purchased at our stores, we provide 14 days (45 for Reward Zone® Premier Silver members) to return or exchange the camera due to defects or if it is just not the right fit for you. Beyond that point, we generally are able to provide service options under the manufacturer’s warranty, which is usually a year for most cameras. In addition, we also provide the option of our Geek Squad® Black Tie Protection (BTP) plans, which provide more benefits, and often cover your item for additional years.

The service centers we work with do provide all repairs as quickly as they can and most repairs tend to take only a couple of weeks. This includes the transit time to and from the service center, and the time to complete the actual repairs. When one of our Geek Squad® Agents provides the estimated repair timeframe however, they typically provide a longer range, as some repairs may take longer than expected. If the repair timeframes quoted to you are not something that could be worked with however, you may be able to find other repair options through Sony under their warranty.

That being said, I would like to discuss this further with you and I am sending you a private message here on the forum. To check your private messages, first verify you are logged into our forum, and then click the envelope icon in the upper right corner of this page.

Regards,