Manufacturer Warranties and Protection Plans

[Jerryt75]

For Christmas ALL AT FRY's ELECTRONICS!!! I shopped at Best Buy first cause it is right by my house in Mira Mesa, CA. After looking at everything and deciding what I wanted, the salesperson starts in about the Black Tie and stated "If anything breaks or is damaged in any way we will fix or replace it for you at no additional cost to you. Just bring it in and we will take care of it for you". After a recent experience with attempting to use the coverage on my iPhone, I was wary or purchasing this again. I asked the salesperson this... "So if the MacBook is smashed then I can bring it in and get a new one with no questions asked?? He said yes so I left the store and went to Fry's. I know darn well that they are not going to give me a new one if its broken. I have been misled before and they still don't have their act straight after having conversations with managers about this.  I don't get it. Im buying thousands of dollars worth of stuff already and I know exactly what is covered by extended warranties at best buy and they are going to lie to me again to get me to buy their warranty. If he was honest I would have bought everything there and the warranties but instead Brian lied to me and I took my business to Fry's.

[deusexmachina Valued Contributor]

Pretty crappy gift for the in laws.

[Jerryt75]

The TV is a joint gift from 5 people and the Coffee Pot is what the in laws need because theirs just broke. The Christmas gift to the in laws was a trip to Florida last month during thanksgiving so they can see their grandson. The coffee pot is just additional.

[hydrogenwv]

Glad you came here and reported it, but did you also think to report it to the manager of the store? They would be in the best position to take care of the misinformation.

Personally, I would have called him out on the lies, then reported it to the manager. The managers reaction would have led my decision to buy or to go elsewhere. Management is more representative of the store atmosphere and one lying employee doesn't suggest a culture of misinformation. On the other hand, if the manager blew me off, that'd suggest a culture of misinformation, and I'd not return to that particular store..

  A Community Connector will be by within a few days to, at a minimum, ensure that the management of the store is informed of this situation.

[Jerryt75 · Accepted solution]

It is the Managers responsibility to make sure that their employess are properly trained and not misleading customers. I was misled on the black tie program when I bought mine and my fiances cell phones so I was weary going into this purchase anyways. To hear pretty much the same sales pitch on the black tie that I had when I purchased my iPhones was disturbing to me. Its not that they are entirely telling lies but they are making it sound so convenient and easy but they should just be more honest about the value they are purchasing. Instead of saying "If anything goes wrong all you have to do is bring it in and we will fix or replace it for you" They should say "If anything goes wrong we will send it out to service and cover the cost with our Black Tie program. In the event that a repair is not possible we will offer you a replacement after that has been determined." The fact that they make it seem like you just walk in and you are going to leave with a working product is misleading. My salesperson for my iPhones said that if I have a problem they will send out my phone and give me a loaner. He didnt mention that it would not be a comparable model and I would have to pay $150 deposit while I had it. Those are some useful details. If he had told me all this when I bought it I would still get the warranty because I enjoy peace of mind but when important details are left out that affect my money then I feel cheated.