Best Buy & Geek Squad Policies

[micheal]

Buyer beware, i bought a sony ereader last christmas for my son and a 2yr extended warrantee plan, last october it stopped charging and the kid did not tell as he thought he would get in trouble, took it back to best buy store yesterday and with warrantee they offered to replace same but as it was an obselete version after 1 year(thanks sony for introducing a product that became obelete the same year the introduced it.) they could offer only replace with a comparably model, which was the kindle. My problem is that i have invested over $700 in this item and the books that i bought can not be transfered to the kindle and the accessories also are useless. i contacted sony and they do repair the items so why will best buy not repair it as i had bought the extended warrantee.

From my research last night it seems that you ur best Bet is to buy on line and get an extended manufacturers warrantee as they can and do stand by there warrantys.

His new laptop for school will be bought on line.thanks guys

[CrystalWoW Community Veteran]

Request that they replace it with a nook instead. The nook can read the sony books. You'll still lose some accessories but that will solve the books issue.

[cr_client]

The comparable model should still be a Sony e-reader, not a Nook or Kindle, as the ability to read Sony e-reader files is part of the model specifics.

There is a LOT of information missing from this whole situation, including what reasoning was used to not send the item out for repair, because repair is always the first option, since replacements aren't cheap, and aren't good for the bottom line.

I call shenanigans...

[CrystalWoW Community Veteran]

The ereaders are usually a replacement rather than service. The middle sony model was discontinued so the two models they have are either way more or way less. The solution is the nook as it gets you the capability to read the sony files.

[cr_client]

Actually, the *proper* solution, IMNSHO, would be a gift card for the replacement value, if Sony isn't willing to repair the item, and let the customer decide if either the Pocket or Large size of the Sony model are right for them. There is no sense whatsoever to saddle the customer with a non-Sony eReader when Sony still makes them, even if they're not the same size, and even if the customer either a) loses some replacement value trading for a smaller model, or b) pays a little bit extra to go with a larger model.

[CrystalWoW Community Veteran]

Well yeah in general that is always an option.... The problem is there isn't a sony one in that price point so the nook gets them an ereader with the same functionality without paying extra.

[Karina-BBY Community Connector]

Hello michael,

I am sorry for the confusion you might have had.

To better help you out in your situation, I have some questions of my own. I see that we currently have a Sony eReader available Model: PRS350SC. I have a hard time understanding why the store didn’t offer this model to begin with. Regarding your exchange, when did you pay a visit to the store, and did you fulfill the exchange for a new eReader?

I understand that you wish to move forward with a repair, but it all happens to depend on the manufacture specifications. If Geek Squad verifies that Sony does not provide a repair on your model, then Best Buy® will not be able to send the product out to repair.

If you did fulfill the exchange, I would like to get your receipt information to see if we can get you technology comparable with the files you have invested in from your Sony eReader, feel free to send me the information via private message. To send me a private message, simply select ‘Private Message’ on my signature bar.

Thank you,