Manufacturer Warranties and Protection Plans

[aprilazesp]

Ok, I'll try to make this quick;

First; I spend thousands at BestBuy, use their credit, pay everything off on time and other than customer service I am generally happy there.

I bought a camera there about 3 years ago and got the extended warranty.  A year ago the picture quality went south and I couldn't blow pictures up even to a 8x10.  Shutter got really slow, blah blah blah.  I took it in, they sent it off.  The 'fix it' company sent it back directly to my home with a long list of repairs that they completed.  I tried the camera with in a week and honestly saw no difference.

I have kids and work full time so it took me awhile to get it back in.  On the second visit, I had to go pick up the camera and got the same long list of fixes.

At this point, it was nearly Christmas and I had a one year old and a 6 year old and needed a camera.  I spent another $1000 to get a new one.

After the third time it was sent off, I got a call and was told that there was lens damage among other things and I would have to pay for repairs,  What???  I said no and they sent it back to Best Buy.

When I went in to get it, I explained that underd no uncertain terms did I damage the camera.  They showed me a dent that was absolutely NOT there when I dropped it off and it was not mentioned on the Geek Squad shhet at drop off.  They kept the camera (the clerk seemed unsurprised at the notion that the warrenty company may have damaged it).

I didn't hear anything for months.  I thought maybe it was a low priority fix.  Than 2 days ago I get a call saying that if I didn't pick up the camera in 30 days they would throw it away.  ??????  I hadn't head anything up till this point.  The guy said there was nothing they could do and I was responsible for the damage.

I have to pick it up today and need advice on who I should talk to and what I should say.  I am not looking for a free camera (as I already bought one) but am outraged that someone else damaged the camera and I am S.O.L. for it.  I kept it in a case and it wasn't used at all except for the test run in between.  And that consisted of 10 pictures and printing and than back in the case.

Help!

Thanks, -April

[Dorothy-BBY Community Supervisor]

Hello April -

Welcome to the Community!  Allan, one of our Connectors, will be reviewing your case, and making contact in the next few days.  Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi aprilazesp,

This sounds like a very upsetting situation, and hopefully I can shed some light on this for you. It is true that your Performance Service Plan (PSP) would not cover the repair if the service center determines the problem with your camera was caused by damage, and you didn’t purchase Accidental Damage from Handling (ADH) coverage along with the PSP.

When you dropped the camera off the last time to get serviced the Geek Squad should have notated any obvious signs of damage before they sent it out for service, and I will completely agree that it is possible that it could get damaged in shipping.

I looked into this today and see that you went to the store and they are sending the camera back out for repair, and they are covering any damage to the camera. I was glad to see that the store is taking care of you in this matter, and I apologize for the delay in my response.

If you would like any personal assistance from me just send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting,