Best Buy & Geek Squad Policies

[pls21]

My son purchased his iPod 80g classic 1 1/2 years ago.  I purchased, as recommended, the 3 yr PSP coverage for $ 59.99.

His  iPod fell yesterday and split front and back.  I called BB PSP number and they said just take it back to the store.

I went to the store and the "customer service" girl said that property damage was not covered.  I asked what could be done and she said she would not even bother the manager because she was 100% sure that I was just out of luck. 

I was quite disappointed and asked if I would be better finding a store that gave a better warranty.  She told me that I had every right to my opinion but there was nothing they would do for me there.

She didn't suggest that I send it for service, perhaps have GeekSquad look at it, or even kindly show me the deals they had on new iPods to buy to replace my broken one.  She very emphatically dismissed me and my future business.

My suggestion DO NOT bother with the PSP coverage. Not worth it!!!  Also stop calling it customer service if you are not going to try to be nice to your customers or serve them in any way!!

[Smith]

The warranty you bought (psp) covers product failure through intended use.  If the hard drive fails, if the screen stops working, if the button randomly falls off, then it is covered, and best buy will take it back and repair it for you.

The warranty that you thought that you had (prp) was the accidental damage and handling warranty.  This one covers dropping and the like.

The difference being, if the product breaks itself, the first one covers it.  If you break the product the second one covers it.  

She should have let you talk to a manager though, as I believe best buy's policy is that if you ask to see a manager you can. 

The PSP coverage is a waste  of money, because generally the manufacturer will take care of that kind of thing anyway.  

[Elizabeth-BBY Community Supervisor]

Dear pls21, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Karina-BBY Community Connector]

Hi pls21,

Accidents happen, I should know.  I once accidently spilled water on a brand new Razor phone.  I was thankful that it dried and eventually worked; at the same time I was upset that I didn’t have any coverage on it.  I am sorry to hear that your iPod didn’t have the same outcome.  More importantly, I apologize for the experience that you had in the store.

It is true that the Performance Service Plan (PSP) does not cover iPod’s with physical damage.  At this time Best Buy® only sells Accidental Damage from Handling Plans (ADH) on selective items.  Unfortunately MP3 players &  iPods are not included.  ADH covers any accidental damages that may result from normal handling - but it is only offered on notebook computers, digital cameras/camcorders and cell phones. You can always visit bestbuytradein to learn ways to recycle your iPod or you can visit any Best Buy® store to have it be sent out for service.  You will be liable for the shipping fee and you will be called with an estimate on the repair.

What I can advise you at this point, if you’re still in the market for an iPod, is to visit bestbuy.com.  Also if you have not done so already, you can cancel you performance service plan to receive a prorated refund.  Visit any Best Buy® store or by mail to the following address:

STORE/CUSTOMER CARE PSP:

Best BuyAttn:

PSP Cancellations

 PO Box 9312

 Minneapolis, MN 55440-9312 

Attach letter of intent with your signature, a copy of your purchase receipt and original PSP brochure.

Thank you for taking the time to let us know about your experience in the Best Buy® store.

Sincerely,

[MobileExpert]

First, to the OP: She's correct. Product abuse is not covered. She didn't call a manager over because there was no point. The manager would tell you the exact same thing. My biggest pet peeve is a customer who doesn't trust an employee. This includes customers who ask you a question, and when they don't receive the answer they want, go and ask another employee right in front of you. This also includes customers who ask for a manager when they don't get their way. I would've done the same thing as her. Actually, I HAVE done the same thing as her.

She didn't suggest that you send it for service because GS would refuse to send it out since you'd be charged $25 for there not being a problem (that's covered).

She didn't have GS look at it because there's nothing they could do. They would've sent you right back to CS.

She didn't show you the mp3 players because that's not her department. If you wanted to, you could've gone to look at them.

And there aren't any stores that offer accidental coverage on mp3 players.

The PSP is definitely worth it if you know what it covers. I have seen many hard drive based mp3 players have their HDs crash. Also, the battery on an iPod runs out after about 18 months, and the PSP and PRP will replace it.

@Smith: Please do not provide incorrect information. PSP (Performance Service Plan) provides for the product to be sent out for service if a problem occurs due to manufacturer's defect, normal wear and tear, dust, heat, humidity, or power surge. A PRP (Product Replacement Plan) provides for a replacement to be given in-store for the same reasons as the PSP.

What you are calling the PRP is actually the PSP ADH (Accidental Damage from Handling). This is the one that provides protection against drops and spills. However, this is not offered on mp3 players.