Manufacturer Warranties and Protection Plans

[jsaunders7329]

I bought a Sony VPL-VW40 projector from Best Buy for $3,000 (and the additional BTP for another ~$700) in the Summer of 2008. The projector has been awesome for most of its use, and I've used the BTP to replace the bulb once already. Since then, I've purchased several bulbs for this projector, which gets expensive. Lately, the projector seems to overheat and I get only 200 hours per bulb (even though the average bulb life is 2000 hours). I took the projector into Best Buy, and was informed that it would not be replaced until it went out for repair, meaning I would be without for almost a month. I explained that this particular device was a critical component of my business, and that I would simply like it replaced. The rep could see all of my purchase history... I ONLY buy my stuff at Best Buy: Washer, Dryer, Coffee Maker, Computer, Laptop, Cell Phone, Projector, Projector Screen, Home Theater System, BluRay Player, PS3, Wii, Games, In-Car Dvd Player, and Cameras. I've bought something in every one of Best Buys departments, and have spent almost $10,000 there, loyally. I just wanted to get my projector replaced, even if it cost me money to pay the difference for a newer one. The store had a VPL-HW30AES in stock, which is very comparable to mine. I never got to speak with a manager, I never felt like anyone cared about my problem, or wanted the money I would have gladly spent. Instead, I had to walk out emptyhanded and spend three weeks without a critical business tool. The location now tells me that I should know something by 3/23/2012, and that's an incredibly too long for me. Why can't I simply just get a replacement? Why should I buy my next projector, TV, speakers, tablet, or phone at Best Buy, or if I do, why bother with the protection plans at all? As customers, so many of us are sold protection plans through agents who tell us: "Yeah, I get the protection plan on all of my stuff. When it gets old I just take it in and Best Buy gives me a newer one." This is the only problem I have ever encountered with a retailer that I couldn't immediately resolve by paying more money... Please Help, Best Buy Gods!!!!!

Jason

[Mbrguy Community Specialist]

Unfortunately what you purchased is a Service Plan not a Replacement Plan.

[jsaunders7329]

According to every rep I spoke with, I was always told it would be replaced or repaired. And I don't think I was especially specific about which plan I had anyways, so let's not jump to conclusions. If the item was new, it would be more cost effective for them to repair it, since the warranty is in effect. However, since the warranty is not in effect (too old) this item would be more cost effective to replace, especially considering that the last time Best Buy sold it was in 2011 for $399.00. It's a 22lb projector. Shipping it around costs Best Buy a good chunk of the $399 they last sold it for, and that's before parts and labor are concerned. I was informed by reps at the store when I dropped it off, that if the costs were too much to perform or the device could not be repaired, I would get a gift card with my refund of ~$3,700. All I'm saying is that if common sense is applied to this situation, and customer service is meant to be positive in experience, that I should have been able to simply get the replacement, save me three weeks of terror, and Best Buy the futility of shipping around 22lbs of manufacturer discontinued, out of warranty product. I'm even offering to give more money for a solution. In an economy where money is tight, I can't even get a retailer to take mine when I hand it to them???

[Mbrguy Community Specialist]

It isn't as simple as just handing money to them. If they replace the projector without a replacement authorization from the repair tech at the service center, they in essence are just buying you a new projector out of their pocket. Whether you upgrade to a better model and pay the difference, they are still losing a whole bunch off money because they will not get reimbursed for it. If they started doing that then they would go out of business very quickly.

Also, the reason I stated that the plan you purchased was a service plan and not a replacement plan is because to the best of my knowledge, there is no replacement plan for projectors. Replacement plans are typically for smaller items like headphones and smaller electronic devices.

[jsaunders7329]

I'm looking for customer service from Best Buy, specifically from someone who works there. I understand you wanting to pop in and speak up, but that's not the idea expressed in title I gave this thread, or the last line of my first message. I'm looking for help from BEST BUY, not someone who works elsewhere.

[jsaunders7329]

The reply I got didn't even address the pretenses of my constantly being told replacement IS an option, even whilst purchasing the protection plan (just like I am told by reps each time I make a purchase. - I would know, since I always make sure to ask.).

[Mariel-BBY Retired: Community Connector]

Hello jsaunders7329-

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

[jsaunders7329]

Thank you, Mariel. Your assistance is appreciated.

[Mbrguy Community Specialist]

I cannot address what you state that you were told, Mike will be able to do that. He'll make sure the store management is aware and to ensure that everyone is properly trained to more accurately describe the tems and conditions.

What I can do however is to make sure that you don't have any misconceptions and to try to accurately give you an idea of what the terms are so you don't expect more than will be provided. Reason being is that personally I'd prefer to know what was going to happen instead of expecting one thing and then being disappointed when I don't get what I was expecting.

[jsaunders7329]

I understand that, Mbrguy, and you are right, it is best to be properly informed when one has expectations pertaining to quality or service. However, I'm not so sure this is my misconception. I bought my projector in Louisville, KY. I called about service for it and spoke with a call center rep. I took it into a store in Charlotte, NC for service or replacement. In all three locations (a national call center, a store in KY, and a store in NC), I've been told I could get a replacement. This either represents widespread ignorance of policy by employees in all parts of the company, or a failure to work with customers like one might expect from a retailer like Best Buy. I know I can always go somewhere else and find a cheaper product, but I don't. I shop at Best Buy, and I consider the increase in markups to be relevant to the knowledge of staff and quality of service. Wal-Mart can sell me a laptop, probably cheap too, but the person behind the counter can't do squat if I have questions about specs or if I need support. Am I not paying more because I am supposed to expect more? Logically, would a person put a ~$700 protection plan on a $3,000 projector that never moves if it only covered the replacement of a $250 bulb? I didn't... I bought the protection plan for the replacement potential, based on the information provided to me by the sales agent in KY, and supported by every rep since.

Bottom line is: I need this replaced. I'm willing to pay the difference for the local store's VPL-HW30AES so I can get back to work. I spend tons of money at Best Buy, and I would love to keep doing it. I just want a projector, not delays and excuses...