Manufacturer Warranties and Protection Plans

[Occidere]

I bought a iMac last May. It was a great deal. Such a great deal I bought two, one for my wife and one for me. They were great deals because they were open box computers, just missing parts, like keyboards, mice, etc. My computer ended up having some problems. Every once in a while it would power down. This happened once a week, or once a day, depending on what I was doing.

It didn't bother me much, but I eventually decided that since I had paid for the PSP, I might as well take advantage of it. I brought it to the Geek Squad near me and they took it assuring me that they could either fix it or replace it. 3 weeks later I got a message on my phone saying that they couldn't fix it, and would have to replace it. I went to the store to pick up my replacement and was told that because I got a good deal on it when I first bought it, they were not going to be able to replace it unless I was willing to pay the difference in price.

I don't have an extra $300 laying around. I am told my only other option at this time is to take an in-store credit for the original purchase price of the computer. I can't get my computer back because it's been "junked".

So essentially, Best Buy has stolen my computer and has in return offered to allow me to buy stuff from their store or to undo the original deal I was offered and pay full price for the computer. I just want what I was promised, a working iMac. At this point, I would even be willing to accept back my non-working iMac, since it wasn't that bad and get a refund on my extended warranty. 

James

[Adamtech Emerging Expert]

Hi there! We can replace the computer with comparable technology, not to exceed original purchase value. Unless the store is willing to override the price of a new iMac, you would have to pay a price difference. How much did you pay for the original iMac?

[eyorenut]

I am in the same boat as you with buying a product on sale and now that I try to replace it with the same product I am told I need to pay the extra money between cost now & sale price! So what good is the plan that we payed for? I didn't buy protection plan to have to pay more for the same product I happened to get on sale! Very bad business practices & misleading plans.

Good Luck on getting it figured out! Best Buy just lost a customer who used to spend $3000-$4000 at Christmas time alone that will now be spending that money elsewhere.

[Occidere]

I originally paid 700 for the computer. It was open box and missing everything but the computer itself. No keyboard, mouse, restore cds, paperwork, etc. Closest they could come to comparable technology today costs 1000 and I am being asked to pay the difference out of pocket.

I completely understand that the legal fine print of the warrenty is different than the sales pitch and the English translation of the warrenty that is on your website. Neither the information on the website nor what any rep told me ever mentioned equal or lesser value. Although I believe that is deceitful and a bad business practice and plenty of reason not to ever get a warrenty from you again, it's really not my main concern at this point. I understand you need to make money and that you believe that is the best way to go about it. It's your business, not mine.

My complaint is that I bought a computer. I own an iMac. I turned that iMac over to you to repair it. You told me you can't repair it under warrenty because it's not "economical". I understand that. However, I do want my computer back if you are unable to repair it. It is still my computer. I am being told I can not have it back. To me, that is theft. You have something of mine and are unwilling to return it.

If we were to imagine this same scenario except with a car instead of a computer, it is a bit easier to understand my point of view. My car starts making noise, I take it to the dealer to repair it, three weeks later they call me up and tell me they couldn't repair it, so they went ahead and sent it to a junk yard. However, they are willing to give me store credit with them, if I would like to buy a new car.

That's my concern at this time. Yes, I would love to feel like I wasn't taken advantage of, and to have my computer replaced under the warrenty I paid for. However, barring that, I would like my computer back.

James

[Dorothy-BBY Community Supervisor]

Hello Occidere -

Sarah, from our Community Connector team, will be reaching out to you regarding your concern with your iMac coverage.  She will most likely contact you early next week.  Thank you for patience!

[Sarah-BBY Retired: Community Connector]

Hi James,

I am very sorry to hear that your iMac could not be repaired, and that we have been unable to help you find a suitable replacement that is comparable in technology (up to the original purchase price) through your Best Buy® Performance Service Plan (PSP) with us, thus far.

While the information Adamtech (thanks Adam!) provided is correct in regards to our Plans, I do also want to assure you that helping our customers find a replacement that they are also happy with is very important to us! 

Therefore, I wanted to make sure you were aware that I am currently researching this on your behalf and any/all possible options, and will be back in contact with you via private message as soon as I have any new information.  You can tell when you have received a private message by the “new message” indicator in the upper right-hand corner of the screen (when signed in).  Then, to view your message simply click on that indicator.

Thank you for your patience in the meantime and have a great day!