Manufacturer Warranties and Protection Plans

[flightmek]

I purchased a laptop for my son for his 17th birthday. I opted to pay $350 for the PSP/ADH due to the potential cost of replacement of the 17in. display. It is so big and heavy, I was certain a fall from desk height would destroy it. Today my son was helping me load up the truck and placed his new laptop on the roof to free his hands. He was distracted while buckling his brother in and I drove off. Needless to say, when I pulled out of driveway it fell off the roof of the SUV. I have no way of knowing if it survived the fall, because it was run over by another car before we could flag them down. I assume this covered since it was in know way abused and was purely an accident. Any Best Buy rep. please help.

Thank you. 

[hockeycanuckjc Trusted Contributor]

If your policy includes accidental events, then yes, you are covered, if its determined by a staff it was intentionally abused you might run into some issues. Nonetheless the staff on these forums would be willing to work towards a resolution to get this solved again so look out for the employees with the "BBY" and "GS" (also have mod and admin next to their names)

Good luck in getting this resolved!

[TJ]

ADH covers accidental damage, which this sounds like. Replacement under the ADH portion of the PSP fulfills the terms and conditions of the Plan, so you would have to purchase another PSP for the replacement product if you want it to be covered. Still, it's much cheaper than the cost of having to buy a new computer.

[Elizabeth-BBY Community Supervisor]

Hi flightmek,

I've asked John, one of our Community Connectors, to give you some details around your question about the ADH coverage.  You should be hearing from him shortly.

Thanks for your patience,

[John-BBY Community Connector]

Hello flightmek,

I’m very sorry to hear about the accident with your son’s computer.  I can only imagine your surprise and disappointment as a result of these unfortunate circumstances.  It’s a good thing that you purchased the PSP!

Your Performance Service Plan (PSP) with Accidental Damage from Handling (ADH) may cover the damage caused to the unit given the situation you describe.  In researching your situation, I did note that the unit has been forwarded to one of our service centers.  If our technicians determine that the damage is covered, then the repair will be completed if possible, or authorized for replacement.  If the unit is to be replaced due to the damage, the PSP you purchased will be fulfilled and a new Geek Squad® Black Tie Protection plan will have to be purchased if you wish to continue to enjoy coverage for the replacement machine.

I hope this helps!

[flightmek]

Thank you for reviewing my case John. It is indeed lucky that I purchaced the PSP. I have never bought one before and I have made many purchaces at Best Buy. I only bought it because my son will be leaving for college and I didn't want him to have to worry about it. I will strongly consider buying another PSP ADH. I guess now I just wait untill someone from my local store contacts me?

flightmek

[RealGeorgeW Emerging Expert]

If it's already been shipped off, then yes just wait for them to contact you when it's either a) Returned from service fixed or b) Junked out, meaning the purchase price will be applied towards a new computer of similar specifications, which if it got ran over, I am going to assume will happen.

*I'm putting this one down for a perfect example of why you get the ADH.

[flightmek]

Maybe not so lucky. The damage is NOT covered! I guess when the sales person is pitching the ADH, they should not say it covers "everything". Portable electronic equipment is going to be carried from place to place. Is a drop down a flight of stairs covered? Why don't the people who decide what is covered, give training to the people who sell the warranties? Maybe the pamphlet should detail what is not covered. This was the first time I have bought one of these service agreements or extended warranties from anyone. I will NEVER buy one again. I was obviously careless by leaving it on the roof, but no more careless than the people who dump a whole pot of coffee on their computer. I'm also concerned that the outcome of my case may have been affected by the cause the Geek Squad rep wrote on the repair order. He said it was thrown from the car. That is not what I told him. I don't know if he thought that would help my case. I'm not an unreasonable person. I know that no coverage can cover everything. I'm just curious what else the ADH does NOT cover. When I returned to pick up my smashed computer, the senior rep from the computer sales department came over out of curiosity to ask what type of damage was not covered. When I told him, he was surprised and stated that he thought that that type damage was covered under the ADH.

[MobileExpert]

You're right, they should not say that it covers everything, because it doesn't. The people who decide what is covered actually work for AIG Insurance, so I don't think they'd be able to train us. Of course, for the pamphlet to list everything that is not covered, it would have to be longer than the bible. The agent should not have wrote that it was thrown from the car if you didn't tell him that. It sounds like he didn't want it to be fixed. Generally, if there is massive damage, such as the product being in more than one piece, or if almost every component is broken, it will not be covered.

Please do not make more than one thread for the same issue.

[SavvyShopper]

Depending on how you purchased it, you may be covered by your credit card.  Amex definitely replaces items damaged in the first certain number of days....I know because my son left for college and dropped his brand new MP3 player into water (fell out of cargo pants).  Amex replaced in full -- no questions. 

If the denial is based on inaccurate information, you should certainly appeal it.  And maybe someone on the site can also explain why a 3 -year protection plan would be considered "fulfilled" because the item would be replaced.  How is that fulfilled?  The servicve agreement is over?