03-15-2011 01:19 AM
I purchased a Canon DSLR camera from your Best Buy store in Colma, CA on March 21, 2010. I opted for your 4-year Extended Warranty Product Service Plan (PSP) with Accidental Damage from Handling (ADH).
I brought the camera to your Colma, CA store on March 5, 2011 to get repaired. I was told by your Geek Squad agent that the camera would need to be sent to the manufacturer for repair.
I called in to the Colma, CA store on March 11, 2011 to follow up on the repair status and was told by the Geek Squad agent that the repair center was waiting for parts.
I checked the status of the repair this morning on the www.geeksquad.com website and learned that my camera was shipped back to the store on March 11, 2011 and would arrive in 2-7 days. I called the store this evening (March 14, 2011) and was told that my camera was not repaired and was junked out through the Manufacturer's Warranty. I was told to come to the store and pick up my replacement.
Upon picking up my replacement I was told my original 4-year extended warranty has now been fulfilled and will need to purchase another warranty. Why is the 4-year warranty I purchased on March 21, 2010 considered fulfilled when..
1. It's been less than one year since I purchased it. I paid for 4-years of coverage and only received less than one year of coverage. (There's more than 3 years remaining!!)
2. My camera was replaced through the manufacturers warranty.
It seems as if my camera purposely "junked out" so that your Best Buy store can "sell" me another warranty and avoid honoring the original 4-year warranty I already paid for.
I expect to receive the remainder of the 4-year coverage I had purchased on March 21, 2010 transferred to the replacement camera.
03-15-2011 01:31 AM
03-15-2011 01:46 AM
03-15-2011 02:53 AM
03-16-2011 11:36 AM
Like Crystallee and deusexmachina mentioned, service plans are considered fulfilled if the covered product is exchanged beyond the scope of its factory warranty coverage. This regrettably means that the store was correct in informing you that a new service plan would need to be purchased if your camera was replaced due to liquid damage and you would like coverage on the replacement model. For more information regarding this policy though, I’d encourage you to refer to your plan brochure or to check out the example plan available on the following site:
That being said, I can imagine how disappointed you must feel. I’d be disheartened too if I found myself in a similar situation, especially if the possibility that my service plan might be fulfilled was not discussed prior to sending my camera out for service.
If you have any other questions or are still in need of assistance, please feel free to let me know. You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.