Manufacturer Warranties and Protection Plans

[krizzone51]

I bought a Digital camera a year ago and bought 2 year Protection plan. I asked the cashier several times, "If the product fails to work, can I bring the item and exchange it." and she replied "yes" several times. I said, I told her I did not want to deal with having to send the item to a repair center and not have a camera for several weeks. She confirmed again and again that it would not be a problem to get an exchange as I had bought the warranty. 

Well, a few weeks ago the camera stopped working.  I went to get the defective camera exchanged, but it was nothing but a NIGHTMARE. I came back home extremely upset, because they wanted to send it out to the repair center and the general manager did not even stop to address my issue and that only tells me he does not have a clue about costumer service.  I could not believe how bad these people treat their costumers.  I called the costumer relations line and did not get help. The guy tried to explain the PSP but at this point the protection plan was already paid for a YEAR AGO!!! The associate should have explained the policy when I asked her several times...  

I have an event in a little less than a week and I need a camera. I am EXTREMELY UPSET as I was sold a protection plan in a misleading way.   This is a very bureaucratic company that does not know how to do business or keep costumers. They only care about taking your money and that's it.  I feel so ripped off it's not even funny.  I WILL NEVER BUY ANYTHING FROM BESTBUY AGAIN. I will put a complaint in small claims and will ask all my friends to take their business somewhere else. So far I've gotten 2 of my friends to purchase their SLRs from different places.  This bureaucratic company should not be allowed to do business in such a way.  

-UpsetCostumer-

[buddycianci]

Definitely no excuse for the employee to be uninformed or miscommunication about the service process, but would you rather have had no plan on it and have to purchase an entirely new camera?  I know there are some limited situations where the items are replaced: manufacturer authorized replacements, no-lemon exchanges, rapid exchange items, etc., so it's easy to see how some employees could be confused.  With the incredibly high turnover in retail, a large percentage of the employees you interact with are inexperienced.  This is just a fact of life regardless of how much training you offer.  Accordingly, I don't agree to things like contracts or service plans without skimming the information for myself.

I don't work for Best Buy but I think you are better off with the plan (even if it operates in a different way than you were led to believe).  If you decide you would rather not have the continued plan you can always cancel it and get a refund for the remaining time.

[Ryan-BBY Community Connector]

Hello krizzone51-

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

[Allan-BBY Community Connector]

Hi krizzone51,

No one likes finding out that their expectations are incorrect, and I am truly sorry if the actions of this Cashier created incorrect expectation as to what to expect if your camera ever becomes defective. The store is correct that, per the terms and conditions you agreed upon at the time of the purchase, the camera would need to be repaired by your Geek Squad Black Tie Protection (GSBTP) plan.

I don’t see that you have sent the camera off for repair yet, and I would strongly encourage you to do so. I am also sending you a private message to discuss this further. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,