Manufacturer Warranties and Protection Plans

[Ladyb1231]

I purchased a Ipad2 in September at the time I was offered two protection plans I went with the two year deal. The employee who sold it to me said I could run over it with my car and bring the pieces back in for a new one under this coverage. So of course my son cracks the screen and I go in to find out that I wasn't covered. I left best buy highly ticked off considering I know what I was told and I'm not one to try to beat anyone. Once I got home I looked at my reciept further and saw that it said i had a 2 yr contract for 99.99 best buy has no such thing. They only offer 1 yr for 99.99 or 2 yr for 169.99 so what coverage was I actually sold? Seems someone made a mistake in store and now I'm paying for it literally. And if there was a mistake shouldn't I be able to upgrade the policy. I really like best buy and I dont want to stop shopping there because they won't be willing to accommodate me in some way. I would have never purchased any protection if i was going to be stuck with damaged merchandise and Please, serious responses only I don't need smart mouthed comments.

[AndyH]

My guess would be that you got rung up for a plan without accidental coverage, the price for that is lower than the accidental and it wouldn't cover a cracked screen.

I'm confused about the timeline, you bought it back in September and say you looked at the reciept when you got home but it's February now. If it's within the return/exchange window then it's easy to fix, ouside of that I'm not sure, the Community Connectors will know best.

Also, the accidental doesn't cover being run over by a car or if the device is in pieces so if that's what the employee told you he was wrong. AFAIK the accidental only covers damage that could occur during normal use of the item, mainly drops and spills. If it's in pieces they usually deem that outside normal use.

[Ladyb1231]

I purchased in September but I went over the weekend to do an exchange on my cracked iPad and was told I wasn't covered but my reciept says 2 yr BTP but the price is incorrect. I called geek squad and they actually said it was incorrect also but I would have to still take it up with best buy who seemed not to really care to help.

[AndyH]

oh, ok, I get you, it sounded like you were talking about just the original purchase date but you're talking about just now going in for coverage under your plan.

Like I said, they have basically 2 different levels of plans, standard and accidental. So as an example I would say that in this iPad there's a 2 year with the accidental that's $169 and a 2 year standard that is just $99. It sounds like you got rung up for the standard, not the accidental, if it had accidental the item on the reciept should say ADH.

Yeah, sounds like your best option is to wait for one of the connectors and see if there's something they can do for you.

[Mariel-BBY Community Connector]

Hello Ladyb1231-

Doug, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Douglas-BBY Community Connector]

Hello Ladyb1231,

Welcome to the Community Forums.

I’m sorry to hear that the screen on your iPad cracked.  I can imagine you were more than a little surprised to find out that it wasn’t covered when you stopped in to get service under your Protection Plan.

AndyH has already covered a lot of the basics, but I just want to reiterate briefly that our Protection plan prices are varied by length, whether they include Accidental coverage, and the price of the product covered. 

With that said, I’d like to take a look a your receipt and see if there is anything I can do to help. Could you send me a private message with the Customer Service pin number from the bottom of your purchase receipt?  That’ll get me started in the right direction.  You can send me a private message by selecting the envelope icon to the right of my signature below once you’ve logged into the forums.

Cheers,