Manufacturer Warranties and Protection Plans

[Nathan_G]

I purchased my camera 2 years ago and bought a 5 year warrantie plan with the camera. I was told and shown at time of sale that if anything happend to the camera that it would be replaced, even if I dropped it on the ground and it broke. Well now I am being told that that's not what happens, that they try to fix the camera and that is all that will be done, no replacement. What is going on, did they change the policy? If so what the conditions were when I bought it needs to be honored.

[Elizabeth-BBY Community Supervisor]

Dear Nathan_G,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

~Elizabeth

Community Supervisor

Best Buy® Corporate

[Allan-BBY Community Connector]

Hey Nathan_G,

I was sorry to hear you were misinformed at the time of your purchase about how a Performance Service Plan (PSP) works, and under what circumstances the PSP would replace your camera. It is true that a PSP is a service plan, and is intended to repair a product it covers not replace it, but there are circumstances that sometimes require the PSP to replace a product it covers. If a product covered by a PSP has had three qualifying repairs and a fourth qualifying repair is determined to be needed by an authorized service technician, then the PSP should replace the product. A qualifying repair is when a part is installed to repair a product covered by a PSP, and due to that part installation an authorized service technician determines that the product is functioning properly. If the camera is deemed to be un-repairable the PSP should replace the camera, or if the repair is determined to be un-economical to repair the PSP would also replace the camera.

It is true that Best Buy® sold Product Replacement Plans (PRP) at the time that you purchased your camera, but we have never sold PRP coverage for digital cameras. I am sending you a private message to see if there is something I can do to get this resolved for you so check you inbox. To check your messages make sure you are logged into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate