Manufacturer Warranties and Protection Plans

[bubbacav]

I bought a DSLR with ADH protection in March. Thought I was lucky when the camera suffered major damage. I was wrong. I brought the camera to my local store where they sent it for repair. The camera came back almost a month later supposedly repaired. Too bad it didn't take a focused picture. Sent it out again a few days later. The lens was replaced and the camera came back saying checked out OK. Brought it home and had the same issue with photo quality. Sent it back a third time cause you know they get 3 times to repair the damage before they do something else. This time the service center just said "checked out OK!" and nothing else. The camera still takes horrible photos that are out of focus. To make it worse, I was told by the geek squad guy that this repair doesn't count towards the 3 times since they didn't repair anything. Is this a joke? He said they can send it numerous times and if the repair center doesn't repair anything, then it doesn't count.

Here is where it is interesting. Best Buy is sending the camera to a third party repair center that is supposedly the best in the country. Guess not. Also, on the way out for repair #3, I brought a memory card to the store so the geek squad guy could look at the pictures this camera takes. He said they were horrible and even referenced that the issue was verified on the repair slip. I asked for the card to be sent with the camera but geek squad refused. Now this has been going on since October 31st and now I don't have my DSLR for my daughters first Christmas. At this rate, I'm done shopping at Best Buy. I'll give my money to someone else. Oh yeah, I forgot, I'm a Premier Silver Reward Zone member so I usually spend quite a bit each year.

[Allan-BBY Community Connector]

Hey bubbacav,

During the holiday season it would be upsetting to me to be without my camera so I can imagine how upset you must be since you have given us three times to try and repair your camera. It sounds like you have a Performance Service Plan (PSP) with Accidental Damage from Handling (AHD) covering the repair of the camera. You are correct that we use another camera repair company to repair the digital cameras and camcorders for us. We use a company called Precision Camera and as far as them being the best in the country that would be very subjective, but I will say they are highly respected. When a camera is sent to them for repair they should diagnose what is needed to repair the camera, and repair accordingly. They should be running the camera through all the necessary tests to make sure it is functioning properly before shipping it back to the store, which should include making sure it, is focusing properly.

It is true that occasionally a camera is sent to them and they find nothing wrong with the camera, and that would not be considered a repair under the terms and conditions of a PSP. Under the PSP a product it covers should be replaced if it has three qualifying repairs, and a diagnosis that a fourth qualifying repair is needed. A qualify repair is when a part is installed on a product by an authorized service technician, and due to that part installment the product is determined to be functioning properly. I would like the opportunity to get to the bottom of this, and resolve this for you. I am sending you a private message so check your inbox by logging into the forum, and then clicking on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[kevinweaver]

I'm in the same boat as you. I have a Sony camera that was just taken in today for the 3rd time to get fixed.

The 1st time they said they replaced the lens. But the problem was still there. This took 1 month to fix. Took it back the following day to have it sent off again. Gone another month with bestbuy telling me that nothing was done as the problem did not show up in there testing. (Problem was seen by bestbuy on both times in for repair)

Now I've just taken it back for the 3rd time today with the same problem. I'll bet it will be gone for another month as well. I asked the guy so when it comes back from the 3rd time and it has the same problem again then what ? He said, We will send it off again. From what I've read, It's 3 times to fix then you get a new one. Not per this guy.

I'm so fed-up with this. And to think I just spent over 800..00 on a DLSR from BestBuy a few weeks ago as I needed a camera and mine was being repaired. Or so I thought.

So, It's going to be another month in the repair shop. I see it sitting there for another month and being sent back with the same problem.

Unless this is taken care of, I will go mail-order from now on. I buy all my things from bestbuy knowing that if i had a problem it would be taken care of. Silly me for thinking that. I always wanted to support my local store, buy local, and when you have a problem your not sitting holding the phone for hours dealing with someone who could care less about who you are.

So for now I have to play there waiting game.

And don't get me started on how after the 1st time it was returned how it sat in there store for days with no call to come pick it up. The only reason I knew it was there was for tracking it on-line from there website.

[Justin-BBY Community Connector]

Hello kevinweaver, 

I'm sure it's quite exhausting for you to have continuing issues with your Sony camera while under coverage.  I'm very sorry that you struggle with a malfunctioning camera, and I can only imagine how aggravating it must be for you to have to bring it back time and time again for another service repair.  I too would feel similarly if I experience what you describe.  I would like to provide clarity to any questions or concerns you may have.  

I feel it's necessary to first start out by explaining the service repair process and examining our No Lemon Policy within the Performance Service Plan(PSP) coverage terms.  Some questions of yours may have been answered in the previous post by my fellow connector, Allan.  When your Sony camera is sent off for service, only our service technicians working on your camera conclude what necessary repairs are needed based on all present issues.  While they work diligently to repair your Sony camera within the given time by the store's Geek Squad® Agents, things like service backlog and/or awaiting parts; may prolong the process.  Qualifying repairs are those which our service technicians physically repair or replace a component to make them function again, although simple accessory replacements (like battery or power adapters) would not be.  Additionally, you would need to have 3 certified repairs and a 4th diagnosis performed resulting in a service repair through your plan's coverage period, to be eligible for a No Lemon replacement.  If you have any other concerns regarding the coverage terms, you may view a sample here.  

I hope this information helps you sort out any unanswered questions you may have.  However, if you need additional assistance, feel free to reply to this topic or if you wish, you may send me a private message by clicking on the link in my signature bar.  

Thank you for sharing your experience with us on the forums! 

Sincerely, 

[kevinweaver]

The problem I have is this.

It went in the 1st time and they replace the lens barrel.

I get it back, and the same day I return it doing the same thing it went in for.

It's sent off again, It came back last week. I go to use it yesterday and it does it again.

I take it back yesterday, asked the guy what did they do on the 2nd repair. He looks at the ticket and said "Nothing" They could not find a problem. So it sit's for a month and they do nothing ?

So it was sent off again yesterday for the 3rd time. To be honest, I hope it's fixed so I dont have to deal with it again. But I wont hold my breath. I feel they dont know what the problem is, and there just keeping it for a month "Each time" to wear me down. Get tired and give up. This is more of a quest now to get to the bottom of it. How can it sit there for a month and not get fixed, then send it back with the same problem ?

This 3 time lemon rule is not truthful. You said after the 3rd time then it goes out for the 4th time for review. So that makes it 4 times and not 3 like the paper work says.

So I'm looking at another month for this 3rd fix, then if that wont work, then it has to be sent off for the "Review" Another month I'm sure.

And silly me for buying a new 800.00 DLSR camera with another ADH Service Plan. I hope this camera has no problems with it. As I know what I'm in for if this new camera should have problems.

[Justin-BBY Community Connector]

Hello kevinweaver, 

I realize your position on the situation and I understand your reasoning behind the issue.  I cannot provide you with reasons why your camera does not function properly after receiving it back from the service center.  Only our service center technicians who physically work on your camera know the extent of the present issues and what needs to be done to repair them; in order to get your camera back in working order.  Moreover, they are also responsible for determining whether any products, like your camera, would be eligible for a replacement under the No Lemon Policy.  So whenever they get your camera in, they would in addition to repairing your product; would take into account all previous service orders to determine whether it would warrant a replacement.  

I'm very sorry that one of the times that you sent in your camera, came back with a No Fault Found (NFF) diagnosis, but your camera goes through an extensive testing and repair process.  However, that repair would not count as a qualified repair because the end result was them not replacing anything to have it function properly.  

I appreciate your feedback and will surely document your concerns to be addressed internally within Best Buy®.  

Cheers, 

[kevinweaver]

So your saying that being there was no repair the 2nd time that wont count ? Yeah, we shall see about that if the need comes up. You take my camera for a month plus, say hey, we wont treat this as a repair as we cant fix it and then try to tell me that wont count as a repair ? Sure, that works. Not.

So with that policy, This camera could never be fixed or replaced, as you said, " If we dont know how to fix it, It does not count"

I'm done here. Never again will bestbuy be on my list of places to shop.

Where in the fine print does it say that if we dont try to fix it then it wont count ? With that thinking, you could avoid replaceing the defective item for ever. Sorry, We cant fox your item so it does not count.

Nice to see how this all comes out in the wash and to see how you treat your loyal customers.

[Justin-BBY Community Connector]

Hi kevinweaver, 

I'm sending you a private message to discuss the matter further.  You can check your private messages by logging into the forums and clicking on the envelope icon in the upper right hand corner. 

Regards,